Response group matchmaking service
Index
- How does the Response Group application work?
- What happens if the match making service is down?
- What happens to response group calls when an agent is moved?
- What is Response Group Management in Skype for Business Server?
- What is a response group?
- What are Response Group workflows in Skype for Business Server Enterprise Voice?
- How do I make Response Group available to users?
- What is Response Group in Salesforce Enterprise Voice?
- How does the response group work?
- Is there a way to deliver response group calls regardless of presence?
- Which Response Group (s) do I belong to?
- When an agent accepts a call can the caller see its identity?
- How do I manage response groups in Skype for business?
- How do I create response groups in a managed workflow?
- How do I use the response group configuration tool?
- How are Response Group Calls routed?
How does the Response Group application work?
The Response Group application uses an internal service, called Match Making, to queue calls and find available agents. Each computer that runs the Response Group application runs the Match Making service, but only one Match Making service per pool is active at a time--the others are passive.
What happens if the match making service is down?
If the active Match Making service becomes unavailable during an unplanned outage, one of the passive Match Making services becomes active. The Response Group application does its best to make sure that call routing and queuing continues uninterrupted.
What happens to response group calls when an agent is moved?
If an agent is moved from on-premises to online, Response Group calls will not be routed to that agent. The Response Group application uses an internal service, called Match Making, to queue calls and find available agents.
What is Response Group Management in Skype for Business Server?
Management of response groups. In Skype for Business Server, two management roles are available for managing response groups: Response Group Manager and Response Group Administrator. Response Group Administrators can manage any aspect of any response group.
What is a response group?
A response group is a feature that lets managers or server administrators route and queue incoming calls to groups of people, called agents, such as for a help desk or a customer service desk. When incoming calls are routed to your response group, and you are signed in as an agent, your phone will ring. Which Response Group (s) do I belong to?
What are Response Group workflows in Skype for Business Server Enterprise Voice?
Design and create Response Group workflows, in Skype for Business Server Enterprise Voice. Both hunt group workflows and interactive workflows are covered. A workflow defines the behavior of a call from the time that the phone rings to the time that someone answers the call.
How do I make Response Group available to users?
To make Response Group available to users, you must configure agent groups, then queues, and then workflows. Additionally, a Response Group Administrator can delegate configuration of an existing workflow to a Response Group Manager, who can then modify and reconfigure the workflow and its associated agent groups and queues.
What is Response Group in Salesforce Enterprise Voice?
Response Group is an Enterprise Voice feature that routes and queues incoming calls to groups of people, called agents, such as a help desk or a customer service desk. The components that Response Group requires are installed and enabled automatically on the Front End Server or Standard Edition server when you deploy Enterprise Voice.
Which Response Group (s) do I belong to? On the Skype for Business main window, click the Settings icon > Tools > Response Group Settings. A browser opens and displays the Agent Groups page, which lists all the groups that include you as an agent. A checked box indicates that you are signed in to a group.
When an agent accepts a call can the caller see its identity?
How do I manage response groups in Skype for business?
You must create agent groups and queues before you create a workflow that uses them. In Skype for Business Server, two management roles are available for managing response groups: Response Group Manager and Response Group Administrator. Response Group Administrators can manage any aspect of any response group.
How do I create response groups in a managed workflow?
If you are one of the delegated Response Group Managers for a managed workflow, you can create groups and use them in the workflows that you manage. Open a browser window, and then enter the Admin URL to open the Skype for Business Server Control Panel. In the left navigation bar, click Response Groups, and then click Group.
How do I use the response group configuration tool?
Use the Response Group Configuration Tool or Skype for Business Server Management Shell to create workflows (hunt groups or interactive voice response (IVR) call flows), including custom response group business hours and holidays. You can access the Response Group Configuration Tool through Skype for Business Server Control Panel.
How are Response Group Calls routed?
Typically, Response Group calls are not routed to an individual person but, instead, are routed to a team of people referred to as an agent group. For example, if someone calls the phone number for your help desk, Skype for Business Server can automatically route that call to the first available help desk agent.
