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About Response Group Service (24-May-09) |
Response Group Service
Response Group Service provides a wonderful way
to create and configure one or more small response groups for the purpose of routing
and queuing incoming phone calls to one or more designated agents. These response
groups can be very useful for departments or workgroup environments.
Response group service can be quite useful for
all sort of organizations based on VOIP. It allows you to administer all incoming
calls in much more optimized way.
Organizations having internal helpdesk, a customer
service desk, or a general external call handler will be most benefited by implementing
this service. Response Group Service can increase response group usage and reduce
the associated overhead by pushing the tasks of response group maintenance down
to the users who directly benefit from them.
Features of Response Group Service
Multiple Call Routing Algorithms
It provides serial, longest-idle, parallel, and
round robin routing algorithms. Routing algorithms are configured for each defined
group of agents.
Interactive Voice Response (IVR)
IVR, supported by speech and DTMF key input. IVR
prompts can be updated, RGS IVR supports text-to-speech and the .wav file format.
Call queuing
Music on Hold
Presence based routing
Response group templates
The administrator uses the response group template
to define the usage experience of the call, including questions asked to the caller,
options given to the caller, music-on-hold options, and configuration of business
hours and holidays.
User management
User friendly options to configure and manage the
response group.
Agent types
Response Group Service supports two types of user
agents – Formal and informal user agents. Formal agents are required to sign in
or out of response groups. Informal agents are not required to sign in or out of
response groups.
Simplified management
Response Group Service simplifies management of response groups by providing:
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A Web-based response group deployment and configuration tool.
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A stand-alone Microsoft Management Console (MMC) 3.0 snap-in, which can
be opened from Office Communications Server 2007 R2.
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Support for end users who are configuring and managing response groups.
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