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Microsoft® Lync Server 2010 Unleashed by Tom Pacyk, Andrew Abbate, Alex Lewis

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Response Groups

Response Groups are a feature that Lync Server provides to manage and direct inbound callers to agents. Workflows can be defined where callers are prompted for specific questions and then directed to a queue of agents who consist of Enterprise Voice users. The callers’ responses to any questions are converted from speech to text and displayed to the agent when receiving the call.

Additionally, Response Group agents appear as anonymous to the caller. Administrators can define multiple workflows, queues, and algorithms for routing callers to the correct agents. Agents can also participate formally or informally, meaning they can either manually sign out of a Response Group or they can be automatically included in a group that receives ...

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