The first step in configuring Response Group is to create agent groups. Before you can create an agent group, you must enable the users who will be agents for Response Group for Lync Server 2013 and Enterprise Voice. Enabling users for Lync Server 2013 is typically a step in the Enterprise Edition server or Standard Edition server deployment. For details about enabling users for Lync Server 2013, see Disable or Re-Enable User Account for Lync Server. Enabling users for Enterprise Voice is typically a step in the Enterprise Voice deployment. For details, see Enable Users for Enterprise Voice.

This section applies to you only if your organization needs to comply with Federal Information Processing Standards (FIPS).

To be compliant with FIPS, you need to modify the application-level Web.config file to use a different cryptography algorithm after you install Web Services. You need to specify that ASP.NET use the Triple Data Encryption Standard (3DES) algorithm to process view state data. For the Response Group application, this requirement applies to the Response Group Configuration Tool and the agent sign-in and sign-out console. For details about this requirement, see Microsoft Knowledge Base article 911722, "You may receive an error message when you access ASP.NET webpages that have ViewState enabled after you upgrade from ASP.NET 1.1 to ASP.NET 2.0," at http://go.microsoft.com/fwlink/p/?linkId=196183.

To modify the Web.config file, do the following:

1. In a text editor such as Notepad, open the application-level Web.config file.

2. In the Web.config file, locate the <system.web> section.

3. Add the following <machineKey> section to in the <system.web> section:

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   <machineKey validationKey="AutoGenerate,IsolateApps" decryptionKey="AutoGenerate,IsolateApps" validation="3DES" decryption="3DES"/>

4. Save the Web.config file.

5. Restart the Internet Information Services (IIS) service by running the following command at a command prompt:

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   iisreset

This section applies to you only if your organization needs to support Yi, Meng, or Zang characters.

Note:
For information on what the Yi, Meng, and Zang characters are and why they may be important to your deployment, see the information on the GB18030 character sets http://go.microsoft.com/fwlink/p/?linkId=240223.

To support Yi, Meng, or Zang characters, you need to modify the collation for the Rgsconfig database. Change the collation of the Name column in the following tables in each Rgsconfig database:

• dbo.AgentGroups

• dbo.BusinessHours

• dbo.HolidaySets

• dbo.Queues

• dbo.Workflows

For SQL Server 2008 R2 and SQL Server 2012, use the Latin_General_100 (Accent Sensitive) collation. If you use this collation, all object names are not case-sensitive.

You can change the collation by using Microsoft SQL Server Management Studio. For details about using this tool, see "Using SQL Server Management Studio" at http://go.microsoft.com/fwlink/p/?linkId=196184. Follow these steps to change the collation:

1. Be sure that SQL Server Management Studio is configured to allow changes that require tables to be recreated. For details, see "Save (Not Permitted) Dialog Box" at http://go.microsoft.com/fwlink/p/?linkId=196186. For details about setting a column collation, see "How to: Set Column Collation (Visual Database Tools)" at http://go.microsoft.com/fwlink/p/?linkId=196185.

2. Using Microsoft SQL Server Management Studio, connect to the Rgsconfig database.

3. Find the table you want to change in the Rgsconfig database, right-click the table, and click Design.

4. Change the collation of the Name column and save the table.