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

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Anonymous Agents

Lync Server response group agents can be placed in anonymous groups. This feature enables help desk personnel to participate in a response group without providing a name and number to internal users.

Prior to Lync Server, users calling a response group saw the agent they were connected to in their Communicator client and frequently then bypassed the response group on subsequent calls, defeating the purpose of the group by failing to leverage the available pool of agents. Lync Server response groups in anonymous mode are suitable for use in scenarios where the agent’s number needs to be kept private.

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