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

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

3. Types of Lync Accounts

4. Explanation of Type of Lync Accounts

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

7. Parts of a Response Group

8. 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

9. Queues

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

11. 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

12. 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

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

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

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

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

17. Parts of a Group

18. Parts of a Group Formal vs. Informal Group Name Alert Time
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

19. Formal vs Informal Formal = Needs Response
Informal = assumes you’re in!
Group Name is what you’ll see on this page.

20. 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

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

22. 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 voic , must be changed before Disabling Individual Lync Account
Disabled because of leaving University..

23. 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

24. 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

25. Routing Methods

26. 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..

27. 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..

28. Questions?

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