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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 carried forward from OCS 2007 R2 with quite a few improvements. Response Groups enable organizations to create groups of call agents that belong to queues. Callers reach these queues by navigating a workflow that can be as simple as being routed to different agents based on the time of day. Workflows can also be more interactive and ask the callers a number of questions before routing calls to a queue.

With the Lync Server Management Shell, the depth of a workflow is unlimited and completely flexible. This should enable organizations to leverage Response Groups in a way that meets their needs, as different as those might be from one business to the next. Custom audio prompts can be uploaded for the ...

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