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

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Workflows

The Response Group workflow is what ties together the agent groups and workflows along with how calls should be routed. There are two different types of workflows that can be created:

Hunt Group—A simple workflow that routes callers to queues based on time of day and agent availability.

Interactive—Allows the user to be prompted with questions and is then routed to queues based on the responses.

The two types of workflows both share many configuration options, which are discussed in detail in the following:

Activate the workflow—If selected, the workflow immediately begins to accept calls. This parameter can be changed later if the workflow should not immediately be active.

Enable for federation—The workflow can be contacted ...

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