Before configuring Response Groups in Lync Server 2013, an organization should run through a number of planning steps to ensure that the workflow creation is as easy as possible. When a workflow diagram and configuration are created in advance, the actual creation of the workflow in Lync Server 2013 can be completed quickly.
The following steps ease the process of creating workflows:
1. Begin by developing a diagram of the desired workflow. This should include all the possible call flows that a user can be routed through. Also be sure to include scenarios for what happens when a caller becomes unresponsive or does not press a DTMF (Dual-Tone Multi-Frequency) key.
2. Document the exact text that is played to callers so that it ...