Response Group requires the following components:

• Application service
  
  
• Response Group application
  
  
• Language packs
  
  
• File Store, to hold audio files
  
  
• Web Services, which includes the Response Group Configuration Tool and the agents' sign-in and sign-out console
  
  

All of these components are installed by default when you deploy Enterprise Voice.

You might need to perform the following tasks before configuring response groups:

• Enable users for Communications Server 2010 and Enterprise Voice.
  
  
• Install additional language packs for speech recognition and text-to-speech.
  
  
• Modify a configuration file to be compliant with Federal Information Processing Standards (FIPS).
  
  
• Modify the database collation to support Yi, Meng, and Zang characters for queue names and agent group names.
  
  

Enabling Users

The first step in configuring Response Group is creating agent groups. Before you can create an agent group, you must enable for Communications Server 2010 and Enterprise Voice the users who will be agents for response groups. Enabling users for Communications Server 2010 is typically a step in the Enterprise Edition or Standard Edition deployment. For details about enabling users for Communications Server 2010, see Enable or Disable Users for Communications Server 2010. Enabling users for Enterprise Voice is typically a step in the Enterprise Voice deployment. For details about enabling users for Enterprise Voice, see Enable Users for Enterprise Voice.

Installing Language Packs

The Response Group application supports speech recognition and text-to-speech for interactive voice response (IVR) questions and answers and other messages. Only the U.S. English language pack is installed by default. If you want to use another language, you need to install the language pack before you configure the workflow.

Complying with FIPS requirements

This section applies to you only if your organization needs to comply with Federal Information Processing Standards (FIPS).

To be compliant with FIPS, you need to modify the application-level Web.config file to use a different cryptography algorithm after you install Web Services. You need to specify that ASP.NET use the Triple Data Encryption Standard (3DES) algorithm to process view state data. For the Response Group application, this requirement applies to the Response Group Configuration Tool and the agent sign-in and sign-out console. For more information about this requirement, see http://go.microsoft.com/fwlink/?LinkId=196183.

To modify the Web.config file, do the following:

1. In a text editor such as Notepad, open the application-level Web.config file.
   
   
2. In the Web.config file, locate the <system.web> section.
   
   
3. Add the following <machineKey> section to in the <system.web> section:
   
   

   	Copy Code
   <machineKey validationKey="AutoGenerate,IsolateApps" decryptionKey="AutoGenerate,IsolateApps" validation="3DES" decryption="3DES"/>

4. Save the Web.config file.
   
   
5. Restart the Microsoft Internet Information Services (IIS) service by running the following command at a command prompt:
   
   

   	Copy Code
   iisreset

Supporting Yi, Meng, and Zang Characters

This section applies to you only if your organization needs to support Yi, Meng, or Zang characters.

To support Yi, Meng, or Zang characters, you need to modify the collation for the Rgsconfig database. Change the collation of the Name column in the following tables in each Rgsconfig database:

• dbo.AgentGroups
  
  
• dbo.BusinessHours
  
  
• dbo.HolidaySets
  
  
• dbo.Queues
  
  
• dbo.Workflows
  
  

The collation that you use depends on the version of the Microsoft SQL Server database software that you have installed:

• If you have SQL Server 2005 installed, use Latin1_General (Binary Sort). If you need to use this collation, all object names become case sensitive.
  
  
• If you have SQL Server 2008 installed, use Latin_General_100 (Accent Sensitive). If you use this collation, all object names are case insensitive.
  
  

You can change the collation by using Microsoft SQL Server Management Studio. For details about using this tool, see http://go.microsoft.com/fwlink/?LinkId=196184. Follow these steps to change the collation:

1. Ensure that SQL Server Management Studio is configured to allow changes that require tables to be recreated. For more details, see http://go.microsoft.com/fwlink/?LinkId=196186. For details about setting a column collation, see http://go.microsoft.com/fwlink/?LinkId=196185.
   
   
2. Using Microsoft SQL Server Management Studio, connect to the Rgsconfig database.
   
   
3. Find the table you want to change in the Rgsconfig database, right-click the table, and click Design.
   
   
4. Change the collation of the Name column and save the table.
   
   

You can use the following administrative tools to configure Response Group:

• Communications Server Control Panel
  
  
• Response Group Configuration Tool
  
  
• Communications Server Management Shell
  
  

Configuring Response Group requires any of the following administrative roles, depending on the task:

• CsResponseGroupAdministrator: This administrator role can create and configure Response Group agent groups, queues, and workflows, and configure all response group settings.
  
  
• CsAdministrator: This administrator role can perform all administrative tasks and modify all settings.
  
  

Concepts

Deploying the Enterprise Voice Workload

Other Resources

Planning for Call Management Features