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
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
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
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
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
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
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
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
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
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
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'
00:05:44 - To be perfectly honest, before I
begin recording this Nugget,
00:05:47 - I was dealing with an Integrated
00:05:49 - system trying to get hold of a
customer representative from
00:05:52 - Comcast, who is my internet
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
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
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
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
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
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
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
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
00:10:49 - Now, this basic hunt group I
said, that has no interaction,
00:10:53 - a hunt group is a
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
00:11:32 - That is, the user calls the
support number, let's say.
00:11:35 - They hear a text-to-speech
00:11:38 - Thank you for thank
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
00:11:57 - Remember that Lync users
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
00:12:28 - Now let's look at specific
options as we build out a
00:12:32 - Response Group Service
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
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
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
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
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
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
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
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
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
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,
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
00:17:42 - I'm not sure if we'll
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
00:17:59 - We'll also create a more
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
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
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
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
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
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
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
00:20:58 - Here I changed the Participation
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,
00:22:24 - So you can daisy-chain
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
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
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
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
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
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
00:23:36 - You're mostly correct.
00:23:38 - The groups and queues are pretty
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
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
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
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
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
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
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 - firstname.lastname@example.org.
00:26:28 - Or actually, let me make
this a little bit more
00:26:31 - user-friendly--
00:26:32 - email@example.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
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
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
00:29:09 - Disconnect or forward to
another voice mail,
00:29:13 - SIP, URI, et cetera.
00:29:14 - We're almost finished
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,
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
00:29:52 - to your liking, we
00:29:54 - And this is what
we want to see.
00:29:55 - Response Group Successfully
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
00:31:06 - You were added as an agent for
Nuggetlab Support Team.
00:31:09 - You were removed as an agent
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
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,
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 - firstname.lastname@example.org 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,
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
00:33:28 - The user will hear the following
text or recorded
00:33:31 - message, and again, recording
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
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
00:35:32 - This is failing over from
the other agent.
00:35:38 - And I'm going to accept
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
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
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.