Topic Last Modified: 2012-10-01

Response groups are a call management feature that enables you to queue calls that are 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.

Topics in this section provide step-by-step procedures for tasks that you can perform to customize and maintain the Response Group application in your deployment

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