Response groups – Queues, Groups, & Routing Learning Lync Response groups – Queues, Groups, & Routing

Agenda Review Types of Lync Accounts Presence Matters Overview of Response Group Elements Queues Groups Routing Methods Q/A

Types of Lync Accounts

Explanation of Type of Lync Accounts http://uc.illinois.edu/lync/faq

Presence Matters.. (A LOT!) But why?!

Parts of a Response Group

Response Group Elements Primary Queue Agent Group Overflow Queue Simplest form has 1 queue, 1 agent group. Note that agent groups can contain one or more users or distribution lists We will go over in more detail, but DLs must contain at least 1 user, and only users that are EV enabled

Queues

Parts of a Queue Groups in Queue Queue Time-Out Queue Time-Out Action Queue Overflow Queue Overflow Action

Groups in Queues May have more than one group Must order them for Serial Routing Use them as tiers (based on answer/availability) May use different routing in each group

Queue Time Out - Explained Amount of time a caller waits for call to be answered Most routing, recommend sum of Agent Alert Times If left blank, we default to 30 minutes then disconnect action

Queue Timeout Action Disconnect Voicemail Another Lync account Another Queue Another Phone Number Queue Message Option Message = text to speech message

Queue Message Option Add Before Action ONLY Text to Speech Voicemail Message Add Before Action ONLY Text to Speech Great for Disconnection Action After Transfer to Voicemail Recorded Locally More Control May use OWA

Queue Overflow Explanation = # of Callers Helpful for tiered approach Great for additional queues Open ticket with Microsoft over ‘stuck’ calls causing problems

Queue Overflow Action Newest or Oldest Call Disconnect Voicemail Another Lync account Another Queue Another Phone Number Queue Message Option

Parts of a Group

Parts of a Group Formal vs. Informal Group Name Alert Time http://uc.illinois.edu/responsegroup Group Name Alert Time Agent Grace Period Choice in Routing (we’ll cover more at the end) Agent Lists (DL or Individuals/RBA) Creation/Changes/Disabling

Formal vs Informal Formal = Needs Response Informal = assumes you’re in! http://uc.illinois.edu/responsegroup Group Name is what you’ll see on this page.

Agent Alert Time Amount of time Agent sees alert Routing Queue Timeout >= Sum Alert Times (unless Parallel/Attendant) Agent Grace Period: 60 Seconds Global Setting

Group Routing Choice We will talk more about routing in a moment.. Assigned to Group

AGENTS! Must be Enterprise-Lync Enabled At least ONE must be in each group Must be removed before Disabling Individual Lync Account If target of voicemail, must be changed before Disabling Individual Lync Account Disabled because of leaving University..

Agent Lists Stored centrally Submit Pinnacle Request for changes Lync System (Centrally Managed) Exchange Distribution List Stored centrally Submit Pinnacle Request for changes Changes may take 1 hour to propagate to system Preferred for Serial Created & Managed by Local IT Pro Order is alphabetical Changes may take 1 hour to propagate to system Preferred for all routing except Serial Touch on Order for specific routing

Lync Distribution List Created by local IT Pro/OU Administrator Must be an AD Universal Group Must be Mail-enabled Must have one or more agents Agents must be Enterprise-Lync enabled Changes to group membership may take up to one hour to propagate to Lync system

Routing Methods

Routing Methods Longest Idle: The agent that has been idle the longest is called first Round Robin: Calls are distributed evenly by rotating which agent is called first Serial: The first agent listed is called first; the rest are then called in sequence Parallel: All agents are called at the same time Attendant: Like Parallel, but calls are routed regardless of the agent's Presence. Only Do Not Disturb is acknowledged. Multiple calls are stacked and presented to all agents, even if an agent is on a call. Touch on Queue Time for all of these..

Routing Methods Longest Idle: Available/Inactive Presence, Waiting longest Round Robin: Available/Inactive Presence, Distributed evenly Serial: Available/Inactive Presence, Same order every call Parallel: Available/Inactive Presence, All at once Attendant: All at once, ALL the time (unless DND/Offline) Touch on Queue Time for all of these..

Questions?

Contact the CITES Help Desk 217-244-7000 consult@illinois.edu Questions Later.. Contact the CITES Help Desk 217-244-7000 consult@illinois.edu