The Response Group Service is a Unified Communications application that you use to create and configure workflows. You use workflows to route and queue incoming calls to groups of designated agents.

As an Office Communicator 2007 R2 user, you can search for a response group and initiate a call to a response group just as you would any other distribution group. You can also add a response group to your Contact List. Communicator uses an automated service icon to differentiate response groups from other distribution groups.

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. Users are considered to be either informal agents or formal agents, depending on whether they are required to formally sign in to an agent group to begin receiving calls, as follows:

The Response Group Tab is a custom tab on the Office Communicator 2007 R2 client that formal agents use to sign in and out of their assigned agent groups. The Response Group Tab displays your agent group membership information. The Response Group Tab lists your group membership information for a particular pool. If you are assigned to multiple groups and the groups are handled by more than one pool, which are each running the Response Group Service, you will have a Response Group Tab for each pool.