The Response Group Service is a unified communications application that is used to create and configure workflows. Workflows route and queue incoming calls to groups of designated agents.
An agent group is a collection of agents who handle incoming calls from the Response Group Service. When an administrator creates an agent group, he or she can select the agents that are assigned to the group, and specify whether the group requires agents to sign in and out. You will be considered either an informal agent or a formal agent, depending on whether you have to formally sign in to your agent group to start receiving calls:
- Informal agents are agents that are assigned to an agent group
that does not require them to sign in and out. Informal agents are
automatically signed in to the group when they sign in to Office
Communications Server 2007 R2. If you are an informal agent, you
can receive calls to your group by using Office Communications
Server 2007 R2 Attendant, Office Communicator 2007 R2, or Office
Communicator 2007 R2 Phone Edition.
- Formal agents are agents that are assigned to an agent group
that requires them to sign in and out. Formal agents must be signed
in to the group before they can receive calls routed to the group.
Communications Server 2007 R2 Attendant users can be members of informal groups only. They are automatically signed in to their group when they sign in to Communications Server Attendant.
Communications Server 2007 R2 Attendant does not support formal agents.