This section contains the general settings for the workflow.

Activate the workflow

Select to enable users to call the workflow.

Enable for federation

Select to allow federated users to call the group.

Enable agent anonymity

Select to hide the identity of the agent, whether the agent is the callee or the caller. When you make agents anonymous, calls cannot start with instant messaging (IM) or video, although the agent or the caller can add IM and video after the call is established. An anonymous agent can also put calls on hold, transfer calls (both blind and consultative transfers), and park and retrieve calls. Anonymous calls do not support conferencing, application sharing and desktop sharing, file transfer, whiteboarding and data collaboration, and call recording.

Enter the address of the group that will receive the calls

Type the address of the group that you want to answer calls to the workflow.

Display name

Type the name that clients, such as Communicator "14", are to display.

Note:
Do not include the "<" or ">" characters in the display name. Do not enter a display name of "RGS Presence Watcher" or "Announcement Service," because these names are reserved names.

Telephone number

Enter the line URI for the response group (for example, +14255550165).

Display number

Enter the formatted number to display for the response group (for example, +1 (425) 555-0165).

Description

Specify the workflow description that appears on the Communicator "14" contact card. This setting is optional.

Select the language that you want to use for speech recognition and text-to-speech.

Note:
Although all the language packs are displayed in this list, only the U.S. English speech pack is installed by default. If you want to use another language, install the speech pack before you configure the workflow.

You can play a welcome message for callers. The welcome message can be one of the following:

• A text message that is converted to speech for callers.
  
  
• An audio file (WAV or WMA format) that contains the welcome message.
  
  

Play a welcome message. Choose the message format.

Select to have callers hear a welcome message.

Use text-to-speech

Select this option if you want to use text converted to speech for the welcome message, and then type the text for the welcome message in the text box.

Note:
If you choose to play a welcome message, you must enter something in the Use text-to-speech box even if you select a recording.

Note:
Do not include HTML tags in the text you enter. If you include HTML tags, you will receive an error message.

Select a recording

Select this option if you want to use an audio file recording for the welcome message. Click the a recording link if you want to upload a new audio file.

The business hours settings define when the workflow is available to answer calls and specify the actions to take for calls outside of business hours. You can do the following:

• Use a preset schedule. Response Group administrators can use the New-CsRgsHoursOfBusiness cmdlet to create predefined schedules that you can use for any number of response groups.
  
  
• Use a custom schedule. You can specify the days and hours to define the business hours schedule for a specific response group.
  
  
• Play a message whennn someone calls outside of business hours.
  
  
• Disconnect the call, or forward the caller to voice mail, another SIP URI, or another telephone number when someone calls outside of business hours.
  
  

Your time zone

Select the time zone for the workflow.

Note:

The time zone is the time zone where the callers and agents of the workflow reside. It is used to calculate the hours that the workflow is open and closed. For example, if the workflow is configured to use the North American Eastern Time zone, and the workflow is scheduled to open at 7:00 A.M. and close at 11:00 P.M., the open and close times are 7:00 Eastern Time and 23:00 Eastern Time, respectively. (You must enter the times in 24-hour format.)

Use a preset schedule

Select a preset schedule to automatically specify the days and hours that the response group is available.

Note:
You need to define preset schedules before you configure the workflow. You define preset schedules by using the New-CsRgsHoursOfBusiness cmdlet. For more information, see the RTCCmdlets.chm or inline help for Communications Server Management Shell.

Use a custom schedule

Select this option if you want to create a schedule specific to this workflow.

Day

If you are creating a custom schedule, select each day of the week that you want the workflow to be available. If you are using a preset schedule, the days are automatically set based on the selected schedule.

Open

If you are creating a custom schedule, use this field with the Close field to specify the hours that agents are available to answer calls. If you are using a preset schedule, the hours are automatically set based on the selected schedule.

You must enter times in 24-hour format. For example, if your office works a 9 A.M. to 5 P.M. workday and closes at noon for lunch, you configure this schedule as Open 9:00, Close 12:00, Open 13:00, and Close 17:00.

Close

If you are creating a custom schedule, use this field with the Open field to specify the hours that agents are available to answer calls. If you are using a preset schedule, the hours are automatically set based on the selected schedule.

Play a message when the response group is outside of business hours.

Select to have callers hear a message if they call when the response group is not available.

Use text-to-speech

If you choose to play a message outside of business hours, select this option to use text converted to speech for the message, and type the text for the message in the text box.

Note:
Do not include HTML tags in the text you enter. If you include HTML tags, you will receive an error message.

Select a recording

If you choose to play a message outside of business hours, select this option to use an audio file recording for the message. Click the a recording link if you want to upload a new audio file.

Disconnect call

Select this option if you want to disconnect the call after playing the outside-of-business-hours message.

Forward to voice mail

Select this option if you want to forward the call to voice mail after playing the outside-of-business-hours message, and type the address of the voice mail. The format of the voice mail address is username@domainname (for example, bob@contoso.com).

Forward to SIP URI

Select this option if you want to forward the call to another user after playing the outside-of-business-hours message, and type the address of the user. The format for the user address is username@domainname.

Forward to telephone number

Select this option if you want to forward the call to another telephone number, and type the telephone number. The format of the telephone number is number@domainname (for example, +14255550121@contoso.com).

The holiday settings define the days that the response group is closed for business and specify the action to take on those days. You can do the following:

• Specify one or more standard holiday sets.
  
  
• Play a message if someone calls on a holiday.
  
  
• Disconnect the call, or forward the caller to voice mail, another SIP URI, or another telephone number.
  
  

Standard holiday lists

Select one or more holiday sets that identify the days that the response group is closed for business.

Note:
You need to define your holidays and holiday sets before you configure the workflow. To define holidays and holiday sets, use the New-CsRgsHoliday and New-CsRgsHolidaySet cmdlets. For more information, see the RTCCmdlets.chm or inline help for Communications Server Management Shell.

Play a message during holidays.

Select to have callers hear a message if they call when the response group is on holiday.

Use text-to-speech

If you choose to play a message on holidays, select this option to use text converted to speech for the message, and then enter the text for the message in the text box.

Note:
Do not include HTML tags in the text you enter. If you include HTML tags, you will receive an error message.

Select a recording

If you choose to play a message on holidays, select this option to use an audio file recording for the message. Click the a recording link if you want to upload a new audio file.

Disconnect call

Select this option if you want to disconnect the call after playing the holiday message.

Forward to voice mail

Select this option if you want to forward the call to voice mail after playing the holiday message, and enter the address of the voice mail. The format of the voice mail address is username@domainname (for example, bob@contoso.com).

Forward to SIP URI

Select this option if you want to forward the call to another user after playing the holiday message, and enter the address of the user. The format for the user address is username@domainname.

Forward to telephone number

Select this option if you want to forward the call to another telephone number, and enter the telephone number. The format of the telephone number is number@domainname (for example, +14255550121@contoso.com).

The queue holds callers until an agent becomes available.

Select the queue that will receive the calls

Select the queue to use for the response group from the list of available queues.

Callers listen to the music on hold while they wait for an agent. The music on hold can be one of the following:

• The default recording.
  
  
• A WMA or WAV file that you want to upload.
  
  

Use default

Select this option if you want to use the default music on hold.

Select a music file

Select this option if you want to specify a different audio file recording for the music on hold. Click the a music link to upload a new audio file.

Click Deploy to create or edit the response group workflow.

Click Cancel to cancel all your changes.