Topic Last Modified: 2011-02-03

Topics in this section describe how to use Lync Server Control Panel and Response Group Configuration Tool to manage response groups. Response groups are a call management feature that allows you to queue calls made to a specific area, such as a Help Desk, and then route the calls to a designated group of people, called agents. To manage response groups, you configure agent groups, queues, and workflows, which define what happens to a call from the time it is placed until an agent answers it.

If you have more than 300 workflows in a single pool in your Response Group deployment, it is better to use Lync Server Management Shell cmdlets to create the workflows. If you use the Response Group Configuration Tool to create workflows for a pool that has more than 300 workflows, the webpage takes a long time to load.

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