Topic Last Modified: 2012-06-19
If your organization has groups of people who answer and manage certain types of calls, such as for customer service, an internal help desk, or general telephone support for a department, you can deploy the Lync Server Response Group application to manage these types of calls. The Response Group application routes and queues incoming calls to designated persons, who are known as agents. You can increase the use of telephone support services and reduce the overhead of running these services by using response groups. This section describes planning considerations for Response Group.