The Response Group Service enables administrators to create and configure one or more Response Groups. Response Groups, also referred to as workflows, route and queue incoming calls to groups of designated agents. When you configure a workflow, you can also specify a welcome message, provide music on hold, and gather information from the caller by using Interactive Voice Response.
The Response Group Service is hosted by Microsoft Office Communications Server 2007 R2 Application Server. The Application Server and the Response Group Service are installed by default when you deploy Office Communications Server 2007 R2. This section explains how to configure the Response Group Service and how to create workflows.