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Microsoft® Lync® Server 2013 Unleashed Second Edition by Randy Wintle, Alex Lewis, David Ross, Tom Pacyk

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Response Groups

Response Groups are a feature Lync Server provides to manage and direct inbound callers to agents. Workflows can be defined in which callers are prompted with 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 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 either can manually sign out of a Response Group or can be automatically included in a group that receives calls ...

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