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Includes audio file requirements. If your organization has groups of people who answer and manage certain types of calls, such as for customer service, an internal help desk, or general telephone support for a department, you can deploy the Response Group application to manage these types formal email template business plan calls.
The Response Group application routes and queues incoming calls to designated persons, who are known as agents. You can increase the use of telephone support services and reduce the overhead of running these services by using response groups. When a caller calls a response group, the call is routed to an agent based on a hunt group or the caller's answers to interactive voice response IVR questions.
The Response Group application uses standard response group routing methods to route the call to the next available agent. Supported call routing methods include serial, longest-idle, parallel, round robin, and Attendant routing that is, all agents are called at the same time for every incoming call, regardless of their current presence.
If no agents are available, the call is held in a queue until an agent is available. While in the queue, the caller hears music until an available agent accepts the call.
If the queue is full, or if the call times out while in the queue, the caller might hear a message and then is either disconnected or transferred to a different destination, such as a different phone number or voicemail.
When an agent accepts the call, the caller might or might not be able to see the agent's identity, depending on how the administrator configures the response group. Agents can either be formal, which means that they must sign in to the group before they can accept calls routed to the group, or informal, which means that they do not sign into and out of the group to accept calls.
Note Only on-premises users can be agents. If an agent is moved from on-premises to online, Response Group calls will not be routed to that agent. Note The Response Group application uses an internal service, called Match Making, to queue calls and find available agents. Each computer that runs the Response Group application runs the Match Making service, but only one Match Making service per pool is active at a time--the others are passive.
If the active Match Making service becomes unavailable during an unplanned outage, one of the passive Match Making services becomes active. The Response Group application does its best to make sure that call routing and queuing continues uninterrupted.
However, when a Match Making service transition occurs, any calls that are in transfer at the time are lost. For example, if the transition is due to the Front End Server going down, any calls currently being handled by the active Match Making service on that Front End Server are also lost.
Response group workflows A workflow defines the behavior of a call from the time that the phone rings to the time that someone answers the call. The workflow specifies the queue to use for holding the call, and specifies the routing method to use for hunt groups or the questions and answers to use for interactive response groups.
A workflow also defines settings such as a welcome message, music on hold, business hours, and holidays. Note You must create agent groups and queues before you create a workflow that uses them. Management of response groups In Skype for Business Server, two management roles are available for managing response groups: Response Group Administrators can manage any aspect of any response group.
Response Group Managers can manage only certain aspects, and only for the response groups that they own. The Manager role can help you reduce your administration costs, because you can delegate limited responsibilities for specific response groups to any user who is enabled for Enterprise Voice.
The following table describes Managed and Unmanaged response groups. Only the Response Group Administrator can configure these response groups.
Multiple unmanaged response groups can share a queue or agent group. When you migrate response groups from a prior version to Skype for Business Server, the type is set to Unmanaged. Managed Response Group Administrators can configure any aspect of managed response groups.
Response Group Managers cannot view or modify response groups that are not explicitly assigned to them. Response Group Managers can configure only some settings for the response groups that are explicitly assigned to them. Managed response groups can't share any queues or agent groups with any other response group, managed or unmanaged.
The following table describes the actions that Response Group Managers can and cannot perform for the response groups assigned to them. Response Group Manager Capabilities Can create, delete, or configure:A well-crafted Business Proposal can help you gain new business and investor confidence.
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