The Response Group Service is a Unified Communications application that is used to create and configure workflows. Workflows route and queue incoming calls to groups of designated agents.
An agent group is a collection of agents who handle incoming calls from the Response Group Service. When an administrator creates an agent group, he or she can select the agents that are assigned to the group, and specify whether the group requires agents to sign in and out. You will be considered either an informal agent or a formal agent, depending on whether you are required formally sign in to your agent group to begin receiving calls:
- • Informal agents are agents that have been assigned to an agent group that does not require them to sign in and out. Informal agents are automatically signed in to the group when they sign in to Microsoft Office Communications Server 2007 R2. If you are an informal agent, you can receive calls routed to your group by using Microsoft Office Communicator 2007 R2 Attendant or Office Communicator 2007 R2.
- • Formal agents are agents that have been assigned to an agent group that requires them to sign in and out. Formal agents must be signed in to the group before they can receive calls routed to the group.
Know When You Need to Sign In
The Response Group tab is a custom tab on the Office Communicator 2007 R2 client that formal agents use to sign in and out of their assigned agent groups. The Response Group tab displays your agent group membership information and your group membership information for a particular pool. If you are assigned to multiple groups, and the groups are handled by more than one pool, each running the Response Group Service, you will have a Response Group tab for each pool.
The Response Group tab appears at the bottom of your Communicator window.
The Signed in column displays the sign-in status for each of your assigned groups.
- A dimmed out check box indicates that you cannot sign in and out of the group. You are an informal agent in this group.
- A check box that is not selected indicates that you are not currently signed in to the group.
- A check box that has a checkmark indicates that you are currently signed in to the group.
Your sign-in status, combined with your presence state, signals whether you are available to take calls. Calls will be routed to you when you are signed in, and your presence state is Available.
Your sign-in status, combined with your presence state, signals whether you are available to take calls. Calls will be routed to you when you are signed in, and your presence state is either Available or Inactive.
Sign In and Out of Agent Groups
You can selectively sign in or out of your groups, or you can sign in or out of all your groups at once.
To sign in to your agent groups
- Do one of the following:
- To sign in to an agent group, select the check box next to the agent group that you want to sign in to.
- Or, to sign in to all your agent groups, select the All groups check box.
To sign out of your agent groups
- Do one of the following:
- To sign out of an agent group, click to clear the check box next to the agent group that you want to sign out of.
- Or, to sign out of all your agent groups, click to clear the All groups check box