The Response Group Service enables users to create response groups that automatically distribute incoming calls to groups of agents. It also enables you to configure other settings, such as a welcome message, interactive voice response (IVR), and music on hold.
The Response Group Service can be installed on either Office Communications Server 2007 R2 Standard Edition or Enterprise Edition.
If it is installed in an Enterprise pool, Response Group Service must be installed and identically configured on all Front End Servers in the pool.
For best performance, it is recommended that you install the Response Group Service on Office Communications Server 2007 R2 servers at every location where response groups are required and an IP-PSTN gateway is deployed.
The following figure shows the Response Group Service deployed in an Enterprise pool. In this example, calls from on-site and remote callers can be distributed to both on-site agents and remote agents.