Install the Response Group application

The Response Group application is installed and activated by default when you deploy Enterprise Voice.

RTCUniversalServerAdmins

Deploying Enterprise Voice

Install components for Response Group

Lync Server cmdlets, the Lync Server Control Panel, Response Group Configuration Tool, agents' sign-in and sign-out console, and Response Group Client Web service are installed as part of Web Services. Web Services is installed when you deploy an Enterprise Edition pool or a Standard Edition server.

RTCUniversalServerAdmins

Deploying Lync Server 2013

Enable users for Lync 2013 and for Enterprise Voice

Enable users who will be agents for Lync Server and Enterprise Voice. Users must be enabled before you can add them to agent groups. Typically, users are enabled for Lync Server during the Enterprise Edition or Standard Edition server deployment. Users are enabled for Enterprise Voice during the Enterprise Voice deployment.

RTCUniversalUserAdmins

CsUserAdministrator

CsAdministrator

Disable or Re-Enable User Account for Lync Server

Enable Users for Enterprise Voice

Create and configure response groups, which consist of agent groups, queues, and workflows

1. Use the Lync Server Control Panel or Lync Server Management Shell to do the following:

   1. Create and configure agent groups.

   2. Create and configure queues.

2. Optionally, use Lync Server Management Shell to create predefined response group business hours and holidays.

3. Use the Response Group Configuration Tool or Lync Server Management Shell to create workflows (hunt groups or interactive voice response (IVR) call flows), including custom response group business hours and holidays.

   Note:
   You can access the Response Group Configuration Tool through Lync Server Control Panel.

RTCUniversalServerAdmins

CsResponseGroupAdministrator

CsVoiceAdministrator

CsServerAdministrator

CsAdministrator

CsResponseGroupManager

Create Response Group Agent Groups

Create Response Group Queues

(Optional) Define Response Group Business Hours

(Optional) Define Response Group Holiday Sets

Create or Modify a Workflow

(Optional) Customize application-level settings

Use Lync Server Management Shell to customize the default music-on-hold configuration, the default music-on-hold audio file, the agent ringback grace period, and the call context configuration.

RTCUniversalServerAdmins

CsResponseGroupAdministrator

CsVoiceAdministrator

CsServerAdministrator

CsAdministrator

Managing Application-Level Response Group Settings

(Optional) Delegate management of response groups

Assign users the CsResponseGroupManager role to delegate configuration of response groups. Response Group Managers can then configure the response groups assigned to them.

RTCUniversalServerAdmins

CsResponseGroupAdministrator

CsVoiceAdministrator

CsServerAdministrator

CsAdministrator

Planning for Role-Based Access Control

Verify your Response Group deployment

Test answering calls to your hunt group and interactive voice response workflows to ensure that your configuration works as expected.

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