Microsoft Lync Server 2010 70-664

Implementing Response Groups

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Course Introduction

Understanding Lync Server 2010 Architecture

Deploying Lync Server 2010

Enabling Users and Managing the Lync Client

Managing External User Access

Implementing Enterprise Voice Part 1 of 2

Implementing Enterprise Voice Part 2 of 2

Implementing Response Groups

00:00:00 - Response Groups and Lync Server 2010.
00:00:02 - If you've ever worked on an IT help desk or, for that matter,
00:00:06 - managed a help desk, then you know the problem that Response
00:00:10 - Groups solve in Lync Server 2010.
00:00:12 - Basically, your company may face the situation where
00:00:15 - incoming call volume is too much for a single individual.
00:00:19 - So thus we have the issue, how can we assign telephone
00:00:22 - inquiries, through one telephone number, to multiple
00:00:26 - agents or recipients?
00:00:27 - We're going to learn how that works here
00:00:29 - in Lync Server 2010.
00:00:31 - We're going to start by understanding a little bit
00:00:33 - about Response Group Service.
00:00:35 - And we'll learn terms that, again, you may already know--
00:00:38 - things like ACD, Automatic Call Distribution, Interactive
00:00:42 - Voice Response, or IVR.
00:00:44 - Those are traditional terms in IT support that
00:00:47 - we see all the time.
00:00:49 - We're going to learn the Lync equivalent to those terms and
00:00:52 - other components that make up a Response Group
00:00:55 - infrastructure.
00:00:56 - And we'll understand, in our demo particularly, the
00:00:59 - step-by-step on configuring the two types of Response
00:01:03 - Group workflows included in the product.
00:01:05 - Let's get started.
00:01:06 - So what is the Response Group Service in Lync 2010?
00:01:10 - You'll sometimes see in the literature Response Group
00:01:12 - Service labeled as RGS.
00:01:15 - This is how the service was named in the previous version
00:01:18 - of Lync, which we know was Office
00:01:20 - Communications Server 2007.
00:01:23 - Specifically, Microsoft has changed this in Lync 2010 to
00:01:27 - RGA, for Response Group Application, in line with its
00:01:31 - concept of service applications.
00:01:33 - However, we're going to see, in the demo specifically, old
00:01:37 - references to RGS that are still existent in the product.
00:01:40 - That's just one of the things that we get used to with
00:01:43 - Microsoft enterprise products, seeing vestigial artifacts to
00:01:47 - previous product versions.
00:01:50 - So anyway, Response Group Service is a form of Automatic
00:01:54 - Call Distribution, where we can-- let's say, for instance,
00:01:57 - we're a software company.
00:01:58 - And we're presenting a 1-800 external number to the world,
00:02:02 - where customers or prospective customers can call in.
00:02:06 - And when they hit that number, where do we want them to go?
00:02:09 - Do we have a human operator taking every call, one by one?
00:02:13 - That's not particularly useful, especially as our
00:02:16 - business grows and the call volume gets larger and larger.
00:02:20 - So we set up, using our telephony equipment--
00:02:23 - our IP PBX, or traditional PBX, or now, of course, we
00:02:28 - have Lync Server 2010--
00:02:29 - to perform decisions based on those incoming calls.
00:02:33 - ACD, in a nutshell, refers to the logic behind routing calls
00:02:39 - in on your access number to various groups of people.
00:02:42 - We might have one section of our company devoted to
00:02:45 - customer sales--
00:02:46 - pre-sales.
00:02:47 - We might have another one dealing with customer support
00:02:50 - and problems.
00:02:51 - We may have a third option where someone can reach an
00:02:54 - internal employee by extension, and so forth.
00:02:57 - The great benefit of Automatic Call Distribution is that we
00:03:00 - can save our human resources--
00:03:02 - our front desk reception folks--
00:03:04 - for live work in the office.
00:03:06 - Or we can just have them do
00:03:07 - something altogether different.
00:03:09 - Unfortunately, ACD represents one of those cases in
00:03:12 - employment where a human being is replaced by a computer.
00:03:17 - Now, some folks lump together ACD with Integrated Voice
00:03:21 - Response, or IVR.
00:03:22 - However, they're technically different on a finer point.
00:03:25 - They both do the same thing.
00:03:27 - They route calls intelligently.
00:03:29 - However, IVR is generally considered to be a more
00:03:32 - intelligent, quote unquote, call-routing system than just
00:03:36 - straight-up ACD.
00:03:38 - IVR is where you can really apply this conditional logic.
00:03:41 - Current IVR systems, Lync included, allow you to do both
00:03:46 - DTMF tones, where you press one to go to such-and-so
00:03:50 - department, press two to go to another, and/or or voice
00:03:54 - recognition, where a customer or caller can say one, can say
00:03:59 - two, or can say support, or they can say
00:04:02 - operator, et cetera.
00:04:04 - The good news is that Lync 2010 supports both your basic
00:04:07 - hunt group workflow as well as a more complex IVR one.
00:04:11 - We'll get into that a little bit later on in this Nugget
00:04:14 - and certainly in the upcoming demo.
00:04:16 - So what we do with Response Group Service is we configure
00:04:19 - one or more of these workflows to route incoming calls to
00:04:23 - agent groups based upon rules.
00:04:25 - And there are several rules involved.
00:04:28 - Who are going to be your agent groups, and how do
00:04:30 - you split them up?
00:04:31 - What are their business hours?
00:04:33 - Do you have a 24-by-7 support operation, or do you work
00:04:37 - eight hours a day, and then off hours, there's a different
00:04:40 - workflow attached to that?
00:04:42 - What about holidays?
00:04:43 - Any country in the world has a holiday schedule.
00:04:46 - What happens to your customers who call in on a holiday?
00:04:49 - Are they out of luck, or do you handle them somehow?
00:04:52 - Those are examples of rules that we take into account when
00:04:55 - we build our Response Group workflows.
00:04:57 - The Response Group Service, the application service, is a
00:05:00 - component of the Enterprise Voice workload, and as long as
00:05:04 - you've enabled Enterprise Voice on at least one of your
00:05:06 - front-end servers, or server pools, then you
00:05:09 - have Response Group.
00:05:10 - That's all there is to it.
00:05:12 - You don't have to worry about it.
00:05:13 - Common use cases for the Response Group Service in Lync
00:05:16 - include, like we've already talked about, a help desk that
00:05:19 - helps internal corporate employees as
00:05:21 - well as public customers.
00:05:23 - That would be the customer support center scenario.
00:05:26 - We could use Response Group as a general-purpose dial-in
00:05:30 - management system for company information, company employee,
00:05:34 - or departmental directories.
00:05:36 - Specific businesses that rely heavily upon IVR systems and
00:05:40 - ACD systems are doctors' offices, pharmacies.
00:05:44 - To be perfectly honest, before I begin recording this Nugget,
00:05:47 - I was dealing with an Integrated Voice Response
00:05:49 - system trying to get hold of a customer representative from
00:05:52 - Comcast, who is my internet service provider.
00:05:55 - And unfortunately, if you don't handle your IVR
00:05:58 - intelligently, you can tick off your
00:06:00 - customers pretty easily.
00:06:02 - In this case, not to pick on Comcast, but I spent several
00:06:05 - minutes navigating through their IVR system, only to
00:06:09 - reach a complete brick wall where they said I'm sorry.
00:06:12 - The call volume is such that we can't handle
00:06:14 - your call right now.
00:06:15 - Try again later.
00:06:16 - Goodbye.
00:06:17 - Boom.
00:06:18 - Quite honestly, friends, that's how you don't want to
00:06:21 - handle IVR.
00:06:22 - But that's another story for another time.
00:06:24 - Here's the step-by-step for configuring RGS and Lync
00:06:28 - Server 2010.
00:06:29 - Now, these steps are important, friends.
00:06:31 - You'll note that in many of my-- perhaps most of my
00:06:34 - whiteboard slides, I use the unordered list operator, or
00:06:37 - just the asterisk.
00:06:38 - Because the order of the steps isn't crucial in most cases.
00:06:42 - In this case, the steps are in an order.
00:06:45 - And it's important that you configure these objects in
00:06:48 - this order, or you may run into a brick wall of your own
00:06:51 - as you set this up.
00:06:52 - Now the main components, or building blocks, of Response
00:06:55 - Group Service are agents, queues, and workflows.
00:06:59 - Those are the three main ones.
00:07:00 - As you've come to expect, we can create and manage those
00:07:03 - objects, either through the management shell using
00:07:05 - PowerShell cmdlets, or we can go through the control panel.
00:07:09 - Now step 1 is to create your agent groups.
00:07:11 - Agent groups are containers that contain
00:07:14 - Enterprise Voice users.
00:07:16 - That is to say, these are Active Directory Domain
00:07:18 - Services users who have been enabled for Lync and have
00:07:22 - Enterprise Voice enabled.
00:07:24 - You want to create your agent groups in Lync to mirror your
00:07:28 - Response Group agent populations.
00:07:31 - That is to say, folks who work on your help desk as support
00:07:34 - technicians, it makes sense that you would create an agent
00:07:37 - group, maybe called support, for those individuals.
00:07:40 - If you have one or more individuals who work as a
00:07:42 - general purpose reception operator, you might want to
00:07:45 - create an operators agent group and populate it with
00:07:48 - those Lync accounts.
00:07:49 - So you start with your agent groups.
00:07:52 - Next, we create one or more queues.
00:07:54 - And a queue is, again, a container in Lync Server that
00:07:58 - serves to link an agent group to that queue object.
00:08:01 - So we can consider a queue to be somewhat analogous to a
00:08:05 - group in Active Directory.
00:08:06 - And it makes it easy because-- and I think you see where I'm
00:08:09 - going here-- to be modular like this when we build our
00:08:12 - workflow, which is our third step in the process.
00:08:15 - That's going to link our queue to a
00:08:18 - particular business process.
00:08:20 - So we have the workflow attached to a queue.
00:08:23 - The queue is attached to one or more agent groups.
00:08:26 - So the modularity here is, you can populate your agent groups
00:08:31 - as employees come and go in the organization.
00:08:33 - And you don't have to make changes at any other level.
00:08:36 - If we have a new hire, for instance, who works on our
00:08:39 - help desk, all we have to do is add that user's Active
00:08:42 - Directory Lync-enabled account to our agent group.
00:08:45 - And immediately, they become part of the appropriate queue
00:08:48 - or queues and are indicated in any linked workflows.
00:08:52 - Now the reason why I said that the steps are important here
00:08:55 - is that, if you try to start with a workflow, or start with
00:08:58 - a queue, you can immediately see the problem.
00:09:00 - You can't create a queue unless you
00:09:01 - have an agent group.
00:09:02 - You can't create a workflow until you have
00:09:04 - a queue, you see?
00:09:05 - Other objects that are important are things like
00:09:07 - holiday sets and business hours.
00:09:09 - Remember, I mentioned a few minutes ago, how are you going
00:09:12 - to handle it if a customer or employee dials your support
00:09:16 - line, and it happens to fall on a holiday-- a corporate
00:09:18 - holiday or a national holiday or whatever?
00:09:21 - Likewise, if your business hours are not 24/7, what are
00:09:24 - you going to do?
00:09:25 - And the good news is that you can account for both of those
00:09:28 - situations.
00:09:29 - Now, you have to create those objects using PowerShell.
00:09:32 - It's yet another example of something that can only be
00:09:35 - done thro the management shell.
00:09:36 - To create a holiday set, for instance, we can use the new
00:09:40 - CsRgsHolidaySet cmdlet.
00:09:42 - Remember, I promised you that we would see artifacts to the
00:09:46 - Response Group Service instead of the Response Group
00:09:49 - Application in Lync?
00:09:50 - Here's a good example.
00:09:51 - CsRgs are the cmdlets that deal with Response Group
00:09:55 - Application in Lync.
00:09:56 - Now specifically, about the workflow, as I alluded to a
00:09:59 - little bit earlier, there are two basic types of workflow.
00:10:02 - These are business processes.
00:10:04 - There's your basic hunt group that provides no interaction
00:10:07 - and the IVR workflow that, if you go through the graphical
00:10:11 - interface--
00:10:12 - the control panel, in other words-- you're capped on the
00:10:15 - number of levels and choices per level.
00:10:17 - However, if you use the management shell in PowerShell
00:10:21 - to create your IVR workflow, you can create it as complex
00:10:24 - as you want to.
00:10:25 - You want to follow the KISS rule, though,
00:10:27 - by way of best practice.
00:10:28 - Keep your IVR as simple as possible.
00:10:31 - You always have to look at these things from the
00:10:33 - customer's point of view.
00:10:35 - I mean.
00:10:35 - I'm a tech person myself, and even I, although I understand
00:10:39 - how IVR systems work, I can get as frustrated as a
00:10:42 - non-technical person by trying to navigate through a poorly
00:10:46 - designed or over-engineered IVR, OK?
00:10:49 - Now, this basic hunt group I said, that has no interaction,
00:10:53 - a hunt group is a generic term.
00:10:55 - It's not specific to Lync.
00:10:56 - If you've done any telephony, then you probably
00:10:59 - know what this is.
00:11:00 - A hunt group refers to-- it's also called line hunting--
00:11:03 - where you take a single DID, a single public number the folks
00:11:07 - are calling into, and then the route that
00:11:09 - call to multiple parties.
00:11:11 - That's all a hunt group means.
00:11:13 - There's nothing more complex than that.
00:11:15 - And the no interaction means that, while we can play either
00:11:19 - a pre-recorded welcome message that we did,
00:11:22 - or we can use TTS--
00:11:24 - Text-To-Speech--
00:11:25 - provide text and have Lync-- one of its computer voices--
00:11:28 - read it to your customer.
00:11:30 - There's no choices necessary or indicated.
00:11:32 - That is, the user calls the support number, let's say.
00:11:35 - They hear a text-to-speech message.
00:11:38 - Thank you for thank calling support.
00:11:40 - Your call is important to us.
00:11:41 - You're now being routed to a customer agent
00:11:44 - who can help you.
00:11:44 - Thank you.
00:11:45 - Boom.
00:11:46 - No other interaction, and they're dumped into the queue.
00:11:48 - And any agents that are part of that queue who are
00:11:51 - available--
00:11:52 - that's another point that I want to say--
00:11:54 - that makes the Lync solution particularly compelling.
00:11:57 - Remember that Lync users have availability,
00:12:01 - or presence, status.
00:12:03 - That's actually taken into with RGS.
00:12:06 - So you may have 10 support people who are part of a
00:12:10 - support queue, but if two of them have gone out to lunch,
00:12:12 - and one called in sick, their presence will be updated to
00:12:16 - reflect that.
00:12:17 - So they won't get rung on incoming support calls.
00:12:21 - Isn't that awesome?
00:12:22 - So thus, in conclusion, Lync takes into account stuff like
00:12:25 - presence when it makes its call-routing decisions.
00:12:28 - Now let's look at specific options as we build out a
00:12:32 - Response Group Service infrastructure.
00:12:34 - When we create an agent group, what are the options that
00:12:37 - we're given?
00:12:38 - Well, the first option that we specify is
00:12:40 - participation policy.
00:12:41 - The two options there are formal or informal.
00:12:45 - The difference between formal and informal
00:12:47 - agents is simply this.
00:12:48 - A formal agent can sign in or out of response
00:12:53 - agent groups at will.
00:12:54 - There's no automatic linkage.
00:12:57 - So formal is a good option to choose for part-time folks, or
00:13:01 - folks who may have other responsibilities besides
00:13:04 - serving as an agent.
00:13:05 - Informal folks, on the other hand, are automatically
00:13:08 - assigned to that group when they log into their Lync
00:13:12 - client, and they don't have a choice to sign out of it.
00:13:15 - A user does have, in the Lync client, under Tools, Response
00:13:19 - Group Options, connectivity to a website.
00:13:22 - And you'll see this in the demo.
00:13:23 - This is especially useful, and crucial, actually, for formal
00:13:26 - folks, where they can go in and then see the groups to
00:13:30 - which they belong.
00:13:31 - And then they can just place a check to place themselves in,
00:13:34 - or remove the check to take themselves out, of that group.
00:13:38 - The other important options to know for your agent groups are
00:13:41 - the routing methods in use.
00:13:43 - And this is server-side stuff.
00:13:45 - There are five methodologies that you can choose from.
00:13:48 - Longest idle means that the agent who's in that response
00:13:52 - group, who has a presence of available, and who's been
00:13:55 - longest without taking a call, gets rung.
00:13:58 - Parallel--
00:13:59 - all available agents get rung at the same time, again
00:14:02 - assuming that they have an available presence.
00:14:04 - Round robin--
00:14:05 - calls are sent evenly across the agent pool, one at a time.
00:14:09 - Serial--
00:14:10 - calls are again routed one at a time, but you, as Lync
00:14:13 - administrator, determine the order, similarly to how a
00:14:16 - baseball coach sets a batting order, I suppose.
00:14:19 - And then finally, the attendant routing method is a
00:14:22 - parallel method.
00:14:23 - But the difference between it and the parallel is that
00:14:27 - attendant includes busy agents.
00:14:29 - So there's less respect for presence with
00:14:32 - the attendant scenario.
00:14:34 - With respect to the RGS queue, the options are as follows.
00:14:38 - We specify a time-out.
00:14:40 - In other words, how long with no pick-up
00:14:42 - before an action fires?
00:14:44 - So we might set a 30-second or 20-second threshold, such
00:14:48 - that, if none of our agents pick up, we could
00:14:51 - disconnect the call.
00:14:52 - That would not be preferable from a business standpoint,
00:14:54 - but that is, in fact, one of the options.
00:14:56 - Or we can forward to another SIP address.
00:14:59 - Or we can keep trying and hammer that group again.
00:15:02 - It just depends, at this point, on how you want to
00:15:05 - handle this business logic wise.
00:15:07 - As we know, the queue is attached to one
00:15:10 - or more agent groups.
00:15:11 - I already told you about the call actions when the time-out
00:15:14 - is reached.
00:15:15 - Basically, it's either disconnect or forward.
00:15:18 - The second option is queue overflow.
00:15:20 - We specify a maximum number of calls that
00:15:23 - can exist in a queue.
00:15:24 - And then we specify either disconnect or a forwarding
00:15:28 - option once we've exceeded that time-out.
00:15:31 - So we might say that, if the queue has 10 calls in it, any
00:15:35 - overflow calls that come in receive this action--
00:15:38 - forward to another queue or whatever.
00:15:41 - This is especially useful if you do have multiple queues
00:15:44 - that perform the same action.
00:15:46 - In other words, you have redundancy in some of those
00:15:49 - Response Group Service groups.
00:15:50 - And finally, the RGS workflow options.
00:15:53 - First choice you have to make is whether you're going to do
00:15:55 - a non-interactive basic hunt group workflow or an
00:15:59 - interactive IVR.
00:16:00 - Moreover, you're going to have to think about things like
00:16:03 - business hours schedule and holiday list.
00:16:06 - And remember, we need to create those specifically,
00:16:09 - especially the holiday list.
00:16:10 - If you want to reuse the business hours, you'll want to
00:16:12 - create an object for that as well.
00:16:14 - You need to decide, do you want a welcome message?
00:16:17 - And if so, are you going to create and record a WAV file
00:16:20 - yourself, or are you going to use text-to-speech?
00:16:22 - It's certainly more professional and personal to
00:16:24 - have your own custom WAV file.
00:16:26 - Agent anonymity is whether you want to expose the agent's
00:16:30 - information to the caller or not.
00:16:33 - Many companies don't want to connect specific agents to
00:16:37 - specific customers, you see?
00:16:38 - So we can enable that here at the workflow level.
00:16:42 - The downside with that is that we lose some call features--
00:16:45 - things like desktop sharing, application
00:16:48 - sharing, file transfer--
00:16:49 - if we do that.
00:16:50 - Now, that's probably not a problem for most businesses
00:16:53 - because in most businesses, just a straight-up
00:16:56 - voice call is enough.
00:16:57 - But that's just worth pondering, for sure.
00:16:59 - Each workflow gets its own line URI and SIP address.
00:17:04 - We're going to cover that in the demo.
00:17:05 - And then finally, another option is music on hold.
00:17:09 - And you have flexibility.
00:17:11 - We can use built-in assets.
00:17:13 - They exist in the File Store.
00:17:15 - Or we could upload our own custom music-on-hold file for
00:17:18 - a personal touch.
00:17:19 - In this demonstration, we're going to work with the
00:17:21 - Response Group Service in Lync Server 2010.
00:17:24 - And what we're looking at now is a basic Visio drawing I put
00:17:27 - together that shows the objectives for the demo.
00:17:29 - We need to put this in a
00:17:31 - meaningful, real-world context.
00:17:33 - We're going to create one of each workflow type in Response
00:17:36 - Group Service.
00:17:37 - We're going to do a basic hunt group workflow, such that
00:17:40 - calls coming to a specific extension--
00:17:42 - I'm not sure if we'll use 4010.
00:17:44 - It doesn't matter.
00:17:45 - But the bottom line is, you dial that number, and you get
00:17:47 - immediately dumped into a support queue that the user
00:17:50 - Tim Warner happens to be a member of.
00:17:53 - No interaction--
00:17:54 - we'll probably do a welcome message, but that's all there
00:17:57 - is to it-- very stripped-down workflow.
00:17:59 - We'll also create a more complex workflow
00:18:02 - using the IVR method.
00:18:03 - Again, the idea is that we have one line URI I to which
00:18:07 - the workflow fires and presents the customer with
00:18:11 - some options--
00:18:11 - to press one to go into the support queue, press two to go
00:18:15 - into the operator queue.
00:18:16 - And of course, we will have created agent groups that map
00:18:19 - to each of those populations.
00:18:21 - All righty then, so without further ado, we're logged in
00:18:24 - as Administrator to the Lync 2010 control panel.
00:18:28 - And as you see, I've already navigated in the primary
00:18:31 - navigation to the Response Groups area.
00:18:33 - You'll see that we have three tabs in the secondary
00:18:36 - navigation--
00:18:37 - Group, Queue, and Workflow.
00:18:38 - Quite honestly, I don't know why Microsoft didn't
00:18:41 - completely reverse the order of these tabs given the fact
00:18:45 - we need to start with Group, then do Queue,
00:18:47 - and finally do Workflow.
00:18:49 - But I wasn't part of the product team, so
00:18:52 - there you have it.
00:18:53 - Now, of course when you go into your Lync control panel
00:18:56 - and you look at your Response Group's assets, there's not
00:18:59 - going to be anything there.
00:19:01 - As you see, I've obviously created some groups already.
00:19:05 - I'm going to show you how these are created.
00:19:07 - We'll click New in the Groups area.
00:19:09 - When you create a new agent group, you're asked to select
00:19:12 - the appropriate app service.
00:19:14 - I have just the one running in my infrastructure
00:19:16 - And we provide a name.
00:19:18 - I'll call this Test Agent Group--
00:19:20 - optionally, a description.
00:19:22 - Participation policy, you'll remember, is either in
00:19:24 - informal or formal.
00:19:26 - The difference there is that informal folks
00:19:28 - do not have a choice.
00:19:29 - They're auto-assigned to that group.
00:19:31 - Formal, they have a choice.
00:19:33 - Alert time in seconds is how long we're
00:19:35 - going to ring the group.
00:19:36 - Routing method-- we already looked at these options, so we
00:19:39 - don't need to describe them again.
00:19:41 - We simply select which routing method we want.
00:19:44 - And then the last step is to define the actual agents.
00:19:47 - Our choices here are to Define a custom group of agents or to
00:19:51 - Use an email distribution list.
00:19:53 - There are some gotchas that you'll want to look at in the
00:19:55 - Lync documentation at TechNet for working with
00:19:58 - distribution lists.
00:19:59 - All things considered, your best bet is to specify agents
00:20:03 - by using Select and then just running a search for
00:20:06 - individual users.
00:20:08 - For instance, if I want to add twarner to this group, I'll
00:20:11 - type part of his SIP address, resolve the name, make sure
00:20:15 - it's selected in the list, and click OK, and we've got
00:20:18 - membership in that group.
00:20:19 - Click Commit to come back to the previous screen.
00:20:22 - Note that the commission takes place auto-magically.
00:20:25 - We don't have a separate commit
00:20:27 - option on the main page.
00:20:28 - Now, with respect to the two groups I created earlier
00:20:31 - behind the curtain, so to speak, I created one called
00:20:34 - Support and another called Operator.
00:20:36 - If I double-left click, it's the same thing as using the
00:20:39 - Edit command.
00:20:40 - My Nuggetlab Support group has a Formal Participation policy.
00:20:44 - I kept the defaults for Alert time and Routing method.
00:20:47 - And I included, again, the twarner account.
00:20:50 - Let me click Cancel, because I haven't made any changes.
00:20:52 - The Operators group is going to aggregate users who will
00:20:55 - serve as receptionists for this organization.
00:20:58 - Here I changed the Participation policy to
00:21:01 - Informal, and I've placed the sharder user as a
00:21:04 - part of that group.
00:21:05 - So there's not all that much to groups.
00:21:07 - Basically, it's a question of formal or informal and who
00:21:11 - will become a member of that group.
00:21:13 - Once you have your groups set up, it's time to
00:21:15 - move over to Queues.
00:21:16 - And again you see I have queues already created, but
00:21:19 - I'm going to create a sample one here.
00:21:21 - We select the service, as we've done before for users,
00:21:24 - give the queue a name, optionally a description.
00:21:27 - And now, this is where we link up one or more groups.
00:21:30 - So we can click Select.
00:21:32 - I'm going to use the Test Agent Group in this case and
00:21:35 - bring it in.
00:21:36 - Note that you can have more than one group
00:21:37 - associated with a queue.
00:21:38 - And note also the Routing method, that in order to
00:21:42 - change this from informal to formal, or to change the
00:21:45 - Routing method, we can't do that from
00:21:47 - within the Queue area.
00:21:48 - We have to navigate back and work on that object in the
00:21:52 - Group area.
00:21:52 - The rest of the options in the dialog are queue time-out.
00:21:56 - If the queue times out after a certain number of seconds--
00:21:59 - 20 is the default--
00:22:00 - do you want the call to disconnect, or do you want to
00:22:03 - forward to voice mail?
00:22:04 - If you have an existing IP PBX voice mail system, or perhaps
00:22:09 - Microsoft Exchange Server 2010 Unified Messaging Voice Mail,
00:22:13 - we could do that.
00:22:14 - Or we can forward to a telephone number, SIP address,
00:22:17 - or another queue.
00:22:18 - Isn't that cool?
00:22:19 - And there's even a Browse functionality such that we can
00:22:21 - select, by double-left clicking, another queue.
00:22:24 - So you can daisy-chain queues together.
00:22:27 - Queue overflow, as we've already talked about, deals
00:22:30 - with, when you reach this number of calls in the queue,
00:22:33 - take either the newest or the oldest call in that stack, and
00:22:37 - then either disconnect, forward to a telephone number,
00:22:40 - forward to a SIP address, whatever you want to do.
00:22:43 - And I will SIP out to administrator@nuggetlab.com in
00:22:48 - this example.
00:22:49 - Click Commit to come back to my queue list, and that's all
00:22:52 - there is to it.
00:22:53 - Now, the Support and Operator populations here--
00:22:56 - I created a queue for each group.
00:22:58 - If we look at the Support Queue, we see, reasonably
00:23:01 - enough, that we have that Nuggetlab Support
00:23:04 - agent group in there.
00:23:05 - And I've set up the queue time-out to 20 seconds.
00:23:08 - And the Call action is to Forward to a telephone number.
00:23:12 - And I've put the SIP address of the
00:23:14 - administrator user there.
00:23:15 - And I've turned off queue overflow.
00:23:17 - Basically, the same setup for Operator Queue.
00:23:19 - Let me double-left click it.
00:23:21 - The difference being Nuggetlab Operators is
00:23:23 - the associated group.
00:23:25 - I've used administrator as might catch-all for when a
00:23:28 - time-out situation occurs.
00:23:30 - So if you're thinking to yourself, well boy, I've heard
00:23:32 - that Response Group is pretty complex to set up.
00:23:34 - This doesn't seem that complex.
00:23:36 - You're mostly correct.
00:23:38 - The groups and queues are pretty straightforward once
00:23:40 - you understand what they're used for.
00:23:42 - Workflow is where things can ramp up a little bit in the
00:23:45 - complexity level.
00:23:46 - On the Workflow tab, you see I already have one created.
00:23:49 - No big surprise.
00:23:50 - If you want to edit that one or create a new workflow, we
00:23:53 - click Create or edit a workflow.
00:23:55 - And then what happens next is a little bit surprising.
00:23:58 - We select the appropriate service, and then you'll note
00:24:01 - that a browser pops up.
00:24:02 - And we actually go in IIS to a sub-site called RgsConfig, as
00:24:07 - you can see on the address bar-- yet another reference to
00:24:10 - the legacy RGS.
00:24:12 - And this is a sub-site that deals with configuration of
00:24:16 - our response groups.
00:24:17 - Now, you note that I had one back in the control panel.
00:24:20 - It's this one that I called Support.
00:24:22 - If you don't have one created, then you're just going to have
00:24:25 - an empty list.
00:24:26 - And notice here that I can do a number of things with this
00:24:29 - already-created one.
00:24:31 - I can delete it just by clicking Delete, or I can hit
00:24:34 - Edit to bring up the edit page and customize the parameters
00:24:38 - of this basic non-interactive hunt group workflow.
00:24:42 - If I want to take it offline, I can deselect Activate the
00:24:45 - workflow and then come all the way down to the bottom of the
00:24:48 - web page and save my changes.
00:24:50 - It's an extremely basic HTML form.
00:24:53 - There's no question about it.
00:24:55 - This is the page you want to see to let us know that our
00:24:58 - changes have been accepted.
00:24:59 - And then there's a hyperlink to return
00:25:01 - back to the Home page.
00:25:02 - We now see that the Active status of this
00:25:05 - workflow is set to No.
00:25:07 - Now, under Create a New Workflow, this is the meat and
00:25:10 - potatoes of actually building the workflow.
00:25:12 - Our choices, as we already know, are to create a Hunt
00:25:15 - Group-- a simple routing-- or Interactive IVR.
00:25:19 - Let's start with the simple Hunt Group.
00:25:21 - We'll click Create.
00:25:21 - Activate the workflow is selected by default.
00:25:24 - Enable for federation is turned on by default.
00:25:27 - I'm going to turn that off.
00:25:28 - We're not dealing with federation here.
00:25:30 - I'm also going to leave off Enable anonymity.
00:25:32 - You notice here, it says if we enable agent anonymity, some
00:25:35 - call modalities will be disabled.
00:25:37 - We need to specify a SIP address as well as a telephone
00:25:41 - line URI for this hunt group.
00:25:43 - Now, this is extremely poorly documented, in my opinion.
00:25:47 - I've gone round and round, when I first started using
00:25:50 - this functionality, thinking, well, I better go create an
00:25:53 - account-- a user account in Active Directory--
00:25:56 - then enable that for Enterprise Voice and assign a
00:25:59 - line URI, and then just pop in those SIP addresses here.
00:26:02 - I learned later that that's not the case.
00:26:04 - I kept getting an error.
00:26:06 - What it's looking for are unique values for
00:26:09 - SIP and line URI.
00:26:10 - So instead of support@nuggetlab.com, because
00:26:14 - this hunt group--
00:26:15 - I guess I should have reminded us what we're looking at--
00:26:18 - this is going to be where users who dial a specific
00:26:20 - number get dumped into the support queue without being
00:26:23 - asked any questions.
00:26:25 - I'm going to use a unique SIP address here--
00:26:27 - support2@nuggletlab.com.
00:26:28 - Or actually, let me make this a little bit more
00:26:31 - user-friendly--
00:26:32 - supportgrp@nuggetlab.com.
00:26:35 - And for Display name, we'll call this
00:26:37 - Nuggetlab Support Team.
00:26:39 - For our line URI, we need an E.164 string-- +1 in my case--
00:26:44 - 61555540--
00:26:48 - why don't I try 4020.
00:26:50 - Again it, just needs to be a unique number.
00:26:52 - If we want to display the number in non-normalized
00:26:55 - format, we can do that as well.
00:26:57 - So you see, I've done this in the past, so I'm just using
00:27:00 - auto-complete here to help me out.
00:27:02 - I'm editing an existing auto-complete entry.
00:27:04 - For Description, we can put anything.
00:27:06 - As the help says here, the description is published in a
00:27:09 - Lync contact card.
00:27:11 - Let's scroll down a little bit to Step 2, Select a Language.
00:27:14 - I'm going to leave that alone.
00:27:15 - En-US is my language.
00:27:17 - Step 3 is to Configure a Welcome Message.
00:27:19 - And if we do decide to play a welcome message, we have a
00:27:22 - choice to either select an uploaded file recording or to
00:27:25 - use text-to-speech.
00:27:27 - So I typed, Thank you for calling Nuggetlab A technician
00:27:30 - will be with you shortly.
00:27:31 - And you may hear that read.
00:27:32 - My speakers aren't the best on my development system here,
00:27:35 - but I'll do my best to help you hear that message.
00:27:39 - Step 4 is specifying our business hours.
00:27:41 - Based on our time zone that we've selected, we can Use a
00:27:44 - preset schedule or we can Use a custom schedule, in which
00:27:48 - case we just plug in our hours of operation.
00:27:51 - And by default, it shows as 24/7, doesn't it?
00:27:54 - If we're only open during the work week, we can deselect,
00:27:58 - for instance, the off days.
00:28:00 - And if we want to adjust the starting times and ending
00:28:03 - times, it's very easy to do that.
00:28:05 - For instance, 8 o'clock in the morning to--
00:28:08 - instead of 23:59, it could be 5 o'clock, or 17:00.
00:28:12 - This is a 24-hour system.
00:28:14 - And I'm going to leave that alone.
00:28:15 - But you get the idea.
00:28:16 - You just plug in your open and close times.
00:28:19 - You can even have a split schedule here, as you see with
00:28:22 - these additional rows.
00:28:23 - And then, once you've tweaked your business hours, unless
00:28:25 - you're 24/7, you have the option to Play a message when
00:28:29 - the response group is outside of its business hours.
00:28:31 - Again, text-to-speech or Select a recording.
00:28:34 - And then also, besides the message, what do you actually
00:28:37 - want to happen?
00:28:38 - And we have the same options that we saw
00:28:40 - a little bit earlier.
00:28:40 - We can disconnect the call.
00:28:42 - We can forward to a voice mail box, to a SIP URI, or a
00:28:45 - telephone number.
00:28:46 - Step 5 is specifying holidays.
00:28:49 - Now, this is a case where you have to have a holiday list
00:28:51 - created, and you use PowerShell for that in order
00:28:54 - to plug those in here.
00:28:56 - There's no holiday sets available, because I haven't
00:28:58 - done that on this system yet.
00:28:59 - Once you do create the holiday sets and integrate them into
00:29:03 - your system, we can then play a message during holidays.
00:29:06 - And then, again, same options.
00:29:07 - The logic is pretty straightforward here.
00:29:09 - Disconnect or forward to another voice mail,
00:29:13 - SIP, URI, et cetera.
00:29:14 - We're almost finished here, friends.
00:29:15 - Step 6 is particularly important because, after we
00:29:19 - play the initial welcome message, and assuming we are
00:29:22 - in business hours, and there's no holiday, the caller is
00:29:25 - going to be routed to a queue that we have already created.
00:29:29 - So let me open the Configure a Queue drop-down, and I'm going
00:29:31 - to choose the Support Queue here, of which we'll recall
00:29:34 - that the twarner, or Tim Warner, Lync
00:29:36 - user is a part of.
00:29:37 - Music on Hold is the default, which does,
00:29:40 - in fact, play music.
00:29:42 - It plays a canned, generic muzak selection that comes
00:29:45 - standard with Lync.
00:29:46 - But you can also put in your own music
00:29:48 - file if you have one.
00:29:49 - Once you're ready-- once you've configured everything
00:29:52 - to your liking, we click Deploy.
00:29:54 - And this is what we want to see.
00:29:55 - Response Group Successfully Deployed.
00:29:57 - And we can click here to return to the Home page.
00:30:00 - And now we see that are our Nuggetlab Support Team
00:30:03 - workflow is active on the system.
00:30:05 - I guess the thing to do now is to test it, right?
00:30:08 - We're over on DCNUGGET now.
00:30:09 - This is the box the Tim Warner account is signed into.
00:30:13 - And you might remember that Tim Warner belongs to the
00:30:16 - Support Response group agent group, but it was set to
00:30:19 - formal, which means that he needs to sign into the group
00:30:22 - in order to receive calls.
00:30:23 - So as you see, I'm going to sign into the Lync client now
00:30:26 - and then open the options menu, come down to Tools,
00:30:29 - Response Group Settings.
00:30:31 - And, as promised, this fires up an IIS website, from which
00:30:35 - we can check our group status.
00:30:37 - And if we're a part of any formal groups, we can sign in
00:30:41 - or out of those.
00:30:42 - First, we're prompted to authenticate, which I'll do.
00:30:45 - And as you see, this is a sub-site under a virtual
00:30:47 - directory called RgsClients.
00:30:50 - We can remove ourselves from Nuggetlab Support if we don't
00:30:53 - want to be in there.
00:30:54 - You'll remember that Test Agent
00:30:56 - Group was set to informal.
00:30:57 - So I can't sign me out of that or not.
00:31:00 - But Support team, I can sign in or out of
00:31:03 - that as I wish to.
00:31:04 - And we receive notification here.
00:31:06 - You were added as an agent for Nuggetlab Support Team.
00:31:09 - You were removed as an agent for support1@nuggetlab.com.
00:31:12 - I think that that's the case of that
00:31:15 - workflow that I disabled.
00:31:17 - All righty then, now we're on MEDNUGGET, which is where
00:31:19 - Administrator happens to be logged into Lync.
00:31:22 - And let's go ahead and ring the support number and see
00:31:25 - what happens.
00:31:25 - As you see, I'm on the dial pad, or the phone.
00:31:28 - So to test this out as Tim Warner, I'm going to dial the
00:31:31 - appropriate extension, 4020.
00:31:33 - It resolves correctly.
00:31:34 - And actually, I switched around, behind the scenes, the
00:31:37 - membership of the Support group so that it's going to
00:31:39 - ring Susan Harder instead.
00:31:41 - Let me click Call.
00:31:42 - Thank you for calling Nuggetlab.
00:31:44 - A technician will be with you shortly.
00:31:47 - [MUSIC PLAYING]
00:31:49 - I hope you heard that and the music on hold.
00:31:51 - Can you hear that?
00:31:52 - [MUSIC PLAYING]
00:31:55 - Here we go.
00:31:56 - I'm going to take the call.
00:31:57 - And now the call is complete, and I'll disconnect
00:32:00 - the call to end it.
00:32:01 - So that worked just fine.
00:32:02 - We were able to place the call, we heard the voice
00:32:05 - prompt, we heard music on hold.
00:32:07 - Susan Harder, who I reassigned to the Support group,
00:32:10 - received the toast.
00:32:11 - Depending upon how we had group routing, if it was
00:32:14 - parallel, and we had multiple members of the group, then
00:32:17 - they each would have received a ring on that.
00:32:19 - And there you have it.
00:32:20 - So our second workflow we're going to do is the IVR.
00:32:23 - So let's come back to the Response Group
00:32:25 - configuration tool.
00:32:26 - We'll come back to the Home page.
00:32:28 - And under Create a New Workflow, let's select
00:32:31 - Interactive.
00:32:31 - We're going to activate.
00:32:33 - Deselect federation.
00:32:34 - We're going to leave Enable anonymity turned off.
00:32:37 - I'm going to choose
00:32:38 - ivr@nuggletlab.com as my SIP address.
00:32:41 - Nuggetlab is the display name.
00:32:43 - Telephone URI is going to be 16155554022.
00:32:50 - We'll also put a friendly display number in here, too.
00:32:53 - For Description--
00:32:54 - this is optional--
00:32:54 - I'll say IVR workflow.
00:32:57 - Step 2, as we know, is language.
00:32:58 - We're fine with that.
00:32:59 - Play a welcome message, I'm just going to say, again,
00:33:02 - Thanks for calling Nuggetlab.
00:33:05 - It'd be cool if we had James Earl Jones'
00:33:07 - voice for that, right?
00:33:08 - Specify business hours-- you know how that works.
00:33:11 - I'm going to leave that alone right now.
00:33:13 - Play a message when we're outside of hours-- we don't
00:33:15 - need to worry about that.
00:33:16 - Holidays--
00:33:17 - same deal as before.
00:33:18 - We understand that.
00:33:19 - Let's continue on.
00:33:20 - Music on Hold-- by default, it is going to be on.
00:33:23 - The main change here is Step 7--
00:33:26 - Configure Interactive Voice Response.
00:33:28 - The user will hear the following text or recorded
00:33:31 - message, and again, recording or text-for-speech.
00:33:34 - I'm going to say, For support, press or say "One." For an
00:33:39 - operator, press or say "Two." The example text here is very
00:33:44 - helpful, I think.
00:33:45 - For a voice response of "One" or a digit press-- a Dual-Tone
00:33:49 - Multi-Frequency--
00:33:50 - DTMF--
00:33:51 - keypad response of 1, we're going to send to
00:33:54 - a particular queue.
00:33:55 - Specifically, for support, we're going to
00:33:57 - do the Support Queue.
00:33:58 - Now, note that we can nest those options
00:34:00 - under Response 1.
00:34:02 - So if we had additional logic, instead of just going to the
00:34:05 - Support Queue, we could ask another question with other
00:34:08 - layers of responses.
00:34:09 - But in my case, I'm going to keep on scrolling, because I
00:34:12 - want to go down to Response 2, where it's either a voice
00:34:15 - response of "Two" or a DTMF key press of 2.
00:34:19 - And second is for the operator.
00:34:21 - So I'm going to open the Select a queue drop-down.
00:34:24 - First, I'm going to select the radio button
00:34:26 - to Send to a queue.
00:34:27 - And we'll choose the Operator Queue from there.
00:34:30 - And that's all there is to it.
00:34:31 - Scroll down to the bottom, and there's nothing else.
00:34:33 - We can click Deploy.
00:34:34 - And this is definitely what we want to see--
00:34:37 - success.
00:34:37 - So there we have it.
00:34:38 - So we now have an Interactive Response Group as well as our
00:34:42 - Nuggetlab Support Hunt Group type.
00:34:44 - Final step is, of course, to test it out.
00:34:47 - So to test this again as Tim Warner, let's dial the
00:34:50 - extension, 4022.
00:34:52 - And I want you to listen for the voice and listen to the
00:34:55 - background music as we go along.
00:34:57 - Thanks for calling Nuggetlab.
00:34:58 - For support, press or say one.
00:35:01 - For an operator, press or say two.
00:35:04 - I'm going to expose the dial pad and hit 2 for an operator.
00:35:08 - [MUSIC PLAYING]
00:35:19 - There's the toast coming in.
00:35:21 - I'm going to decline the call.
00:35:22 - [MUSIC PLAYING]
00:35:30 - And now the call is failing over.
00:35:32 - This is failing over from the other agent.
00:35:38 - And I'm going to accept the call.
00:35:40 - Oh, I missed it.
00:35:41 - It looks like it just timed out and dumped the call.
00:35:44 - There you have IT-- the configuration of the Response
00:35:46 - Group service in Lync 2010.
00:35:48 - Response Groups review--
00:35:50 - in this Nugget, we started with general information on
00:35:53 - what is the Response Group Service in Lync 2010, and how
00:35:57 - does it fit in with telephony features that you might
00:36:00 - already be familiar with-- things like automatic call
00:36:03 - distribution and Interactive Voice Response.
00:36:06 - I hope that one take-home message that you're stepping
00:36:09 - away from this Nugget with is how compelling Lync is as a
00:36:13 - PBX or IP PBX replacement.
00:36:15 - I know that's been Microsoft's biggest party line, that you
00:36:19 - can integrate Lync with your existing telephony system.
00:36:22 - But you also can scratch your old system and completely
00:36:25 - replace it with Lync, and Lync offers at least the degree of
00:36:29 - functionality that you get in most current IP PBXs.
00:36:32 - And that's true.
00:36:33 - After we covered that foundational information, we
00:36:36 - covered more foundations--
00:36:37 - this time, the basic building blocks of a response group.
00:36:40 - You understand what agent groups
00:36:42 - are, queues, and workflows.
00:36:44 - And you also-- and this is probably the most important
00:36:46 - skill-- you understand the click-through procedure on how
00:36:49 - to actually set up and test the RGS in Lync Server 2010.
00:36:53 - Good stuff in this Nugget.
00:36:54 - I had fun, and I hope you did, too.
00:36:56 - I hope that this has been informative for you, and I'd
00:36:58 - like to thank you for viewing.

Administering Call Admission Control

Using Location Information Services and Enhanced 9-1-1

Conferencing in Lync Server 2010 Part 1 of 2

Conferencing in Lync Server 2010 Part 2 of 2

Implementing a Unified Mailbox with Exchange Server 2010 SP1 UM

Ensuring Voice Resiliency

Monitoring and Archiving in Lync Server 2010

High Availability and Disaster Recovery in Lync Server 2010

Deploying and Managing Clients and Devices

Patching and Troubleshooting Lync Server 2010

Administering Lync Server with PowerShell

Lync Server 2010 Additional Learning Resources

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