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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 first introduced in Office Communications Server 2007 R2 that has been enhanced in Lync Server 2010. A Response Group is a method to route calls to a specific queue or set of agents. Some consider Response Groups to be on a similar level as hunt groups from traditional telephony, but an administrator typically has much greater control over a Response Group than a PBX hunt group. Many PBXs call this feature Automatic Call Distribution (ACD).

Response Groups are comprised of the following components:

Agent Groups—Agent groups contain a specified set of user accounts that belong to a Response Group. How calls are routed in the group and what options a member has are configured at the agent group level. ...

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