1. Nireshen Beerbul Senior Consultant Microsoft nireshb@microsoft.com
4/19/2017 7:27 PM
Managing Response Group Service in Microsoft Office Communications Server 2007 R2
Nireshen Beerbul
Senior Consultant
Microsoft
© 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

2. Agenda What is Response Group Service (RGS)? How should RGS be used?
How does RGS work?
How do I get RGS deployed?
How do I manage RGS?
Demo
Reporting, Tips & Tricks

3. Response Group Service
4/19/2017 7:27 PM
Response Group Service
New in OCS 2007 R2, Response Group Service distributes incoming calls to groups of agents.
Response Group Service is NOT a replacement for full featured call centers or a lookup-based auto attendant.
© 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

4. Common RGS Scenario A call arrives at the Fabrikam Team Help group
If a holiday -> voic
If not within business hours -> voic
Try an available member of the help desk group
If no answer, try the next receptionist (round-robin)
Parallel-ring a small group of designated backup
Finally -> voic

5. Departmental Solutions Internal helpdesks, Small CCs
Solutions Today
Basic PBX features
(Basic Hunt group)
Add-on ACD solution
Fully featured
Additional licensing costs
Dedicated ACD
High scale
High Additional Costs
Basic hunt groups
Agent sign-in/out
Various hunting methods
MoH
Business hours
Basic CDRs
Supervisor
Live views
Advanced CDRs
High Scale
High Availability
Advanced CDRs
Interop w/ LoB apps
Departmental Solutions
Internal helpdesks, Small CCs
Large CCs

6. Internal helpdesks, Small CCs
Positioning of RGS
Basic PBX features
(Basic Hunt group)
Add-on ACD solution
Fully featured
Additional licensing costs
Dedicated ACD
High scale
High Additional Costs
Response Group
Service 2007 R2
Huntgroups and basic IVRs
Support for end-users managing RGS
Integration with OCS presence
Speech recognition and TTS in 12 langs
Music on hold
Basic CDRs
Supervisor
Live views
Advanced CDRs
High Scale
High Availability
Advanced CDRs
Interop w/ LoB apps
Internal helpdesks, Small CCs
Large CCs

7. Typical Call Flow, Simple Hunt Group
Established
2. Customer has an established call with RGS (listening to music); RGS trying to reach an available Agent
1. Customer calls main office number
Established
Ringing
OCS 2007 R2 with RGS
Ringing
3. Agent picks up, RGS connects the two calls. The customer is now talking with the Agent.

8. Components - Overview
Response Group
Queue
Agent Group
Agent

9. Components - Response Groups and Contact Objects
Each RG needs a separate RG contact object aka CO
Lives in Active Directory (AD)
The contact contains the Response Group’s SIP URI, display name and tel URI
4 Response Group types called “templates”
Basic hunt group (1 Queue, n Agent Groups)
Enhanced hunt group (= basic hunt group + more options such as welcome msg & hold-music)
One-level interactive (single-level basic IVR)
Two-level interactive (two-level basic IVR)

10. Components - Queues Queues hold calls that haven’t been routed
Relationships
Multiple Agent Groups can be added to a Queue
Two Queues can contain the same Agent Group
Queue timeout
Queue overflow

11. Components - Agent Groups
Groups of Agents that Queues point to
Agents can be added to Agent Groups individually, or by AD distribution group
Agent Group Types
Informal - agent does not need to ‘sign in’
Formal - agent must ‘sign in’ to the group
Routing Methods
Parallel - all agents at the same time
Serial - always start ringing the first agent
Round robin - ring the next agent in the order specified
Longest Idle - ring the longest idle agent

12. Components - Agents Agents are users that RGS routes incoming calls to
To be an agent, a user must be enabled for Office Communications Server and also enabled for Enterprise Voice
An agent can belong to multiple Agent Groups even if the Agent Groups live in different pools

13. Deploying RGS
RGS is deployed by default for both OCS Standard and Enterprise editions

14. Deploying RGS: Speech Packs
Speech Language packs (used for TTS and SR)
By default, only US-English installed; 12 available languages
Install more language packs on every front end server
After installing, run rgslang.exe from ResKit to sync registry & WMI so that RGS picks up the new languages, then restart RGS
Get packs from DVD, or download them; name is “Microsoft Office Communications Server 2007 R2 UCMA 2.0 Speech Language Packs”
TechNet article link:
Managing RGS or displaying OC Tab in different language than OCS installation language
Download “OCS 2007 R2 Response Group Service Language Pack”

15. Questions so far? We’ve covered: Still to come: What RGS is
How RGS can be used
RGS components
RGS deployment
Still to come:
Management & demo
Client and Agent Experience
Reporting
Tips & Tricks

16. Managing RGS - Overview
Agents
Agent groups
Queues
Response Group contacts
Response Groups

17. Managing RGS Agents, Agent Groups, Queues Response Groups
Managed with the MMC snap-in, which installs as part of OCS Admin Tools
Response Groups
Managed with your web RGS webpage
Can get to this from MMC, or directly via URL

18. Managing RGS, Contact Objects
Contact objects (for Response Groups)
Created using the RGSCot.exe which is installed as part of the Administrative Tools
Lives in C:\Program Files\Common Files\Microsoft Office Communications Server 2007 R2

19. Creating your first Response Group
4/19/2017 7:27 PM
demo
Creating your first Response Group
© 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

20. What Client should Agents use?
Agent Group type
Recommended Agent Clients
Informal (no sign-in to Agent Groups required)
Office Communicator or Attendant Console recommended.
Otherwise OC Phone Edition is supported; Communicator Mobile Edition not supported.
Formal (sign-in to Agent Groups required)
Office Communicator required for sign-in (unless you build your own web-service consumer to handle sign-in)

21. Communicator - Configuring Agents
In order to allow user agents to sign in and out of formal groups you must configure a custom tab in OC
Push it down to clients via Group Policy: URL to tab XML file
The tab points to the RGS sign-in page (pre-built)
Communicator Tab definition (XML) example:
<?xml version="1.0"?>
<tabdata>
<tab>
<image>
<name>Response Group Tab</name>
<tooltip>Response Group Tab</tooltip>
<userid>true</userid>
<contenturl>
<contactid>false</contactid>
</tab>
</tabdata>

22. Communicator - Configuring Agents
Any sites specified in tabs.xml file must be listed in trusted sites section in IE to avoid having to enter extra username and password
Required because the pool URL is not already listed in the local Intranet Site

23. Communicator - Agent Experience
As an agent of Response Group “Ask.Astana”:

24. Communicator - Calling a RG
In Office Communicator, looking at “Benefits Bot” (a Response Group)

25. Reporting Install ArchiverCDRReporter ResKit tool
RGS data is stored in the CDR database along with all other CDR calls. Each call to a Response Group will generate three dialogs in the CDR database
Dialog 1 - The caller calls RGS
Dialog 2 - RGS calls the agent
Dialog 3 - RGS connects the agent to the caller
Report entry “Wait time of call” = Dialog 1
Report entry “Length of call” = Dialog 2+3

26. Tips and Tricks
If you are trying to access the RGS webpage as a domain admin be sure to add your account to the RTCUniversalServerAdmins group
RGS manager role does not have access to manage Queues
Changes made to Response Groups take a few minutes to take effect
Deactivating RGS causes its COs to be deleted
There is a ResKit tool to export/import Response Groups (including COs)

27. Key Takeaways RGS should be used as a departmental ACD solution
You’ve probably already deployed RGS
You probably need to install more speech packs (don’t forget to run rgslang.exe)
Create the components in this order: agents, agent groups, queues, COs, response groups
Put the OC tab XML file on a fileshare and push it out to Office Communicator with a GPO

28. question & answer

29. Resources Required Slide Speakers, www.microsoft.com/teched
TechEd 2009 is not producing
a DVD. Please announce that
attendees can access session
recordings at TechEd Online.
Resources
Sessions On-Demand & Community
Microsoft Certification & Training Resources
Resources for IT Professionals
Resources for Developers
Microsoft Certification and Training Resources

30. 10 pairs of MP3 sunglasses to be won
Required Slide
10 pairs of MP3 sunglasses to be won
Complete a session evaluation and enter to win!

31. Required Slide
4/19/2017 7:27 PM
© 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
© 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

32. Feature Overview of RGS 2007 R2
IVR (Interactive Voice Response)
- Input: DTMF or SR
- Playback: .wav or TTS
- SR/TTS supported in 10 languages
Call queuing
- Music on hold
- Queue time out / queue overflow action
on first call/last call: route to PSTN, other
queue, SIP URI or Voic
Routing
- Serial, parallel, longest idle, round robin
Presence
- Icon in OC representing a Response Group
Workflow templates
- Basic & advanced hunt group
- Simple Q&A and advanced Q&A
End user managed settings on hunt groups
Agent side
- Call context on incoming call
(options selected by caller during the IVR)
- Ring time out configured by admin
Agent groups
- Distribution Group
- Custom admin defined group
Basic CDRs

33. Response Group Service Components
Application Server: The Response Group Service is one of the applications that are hosted on the Application Server. The Application Server is installed automatically during Office Communications Server deployment.
Language pack: A language pack is required to support text-to-speech and speech recognition in Interactive Voice Response. The language pack is installed as part of the Office Communications Server deployment.
Administrative tools: The Office Communications Server 2007 R2 Response Group Administration Snap-in is available in the Office Communications Server Administrative Tools package.
Web Components Server: The Response Group Configuration Tool, which is a Web-based tool that is used to create and manage workflows, is installed with the Web Components Server.
Internet Information Services: Internet Information Services (IIS) is required to support the Response Group Configuration Tool and the agents’ sign in/out functionality.
Microsoft® Office Communicator 2007 R2: Microsoft® Office Communicator 2007 R2 is required if you have agent groups that are configured to require agents to sign in and out. In this situation, the agents use a custom tab on the Office Communicator 2007 R2 client to sign in and out

34. Administering Response Groups
Supported Operating Systems for Web Configuration tool:
Not listed: IE8 (supported)