Microsoft® Lync® Server 2013 Unleashed Second Edition

Response Groups

Response Groups are a feature first introduced in Office Communications Server 2007 R2 that were enhanced in Lync Server 2010 and remain largely unchanged in Lync Server 2013. 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 in Lync are composed 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 ...