2. Tim Carr Program Manager Microsoft Session Code: UNC302

3. Pop Quiz! Switzerland’s population? A. 0-10 million B. 11-20 million C. >20 million Hints: Switzerland’s nominal GDP is $492 billion England’s population is 51 million with GDP of $2.2 trillion; per capita that’s $44k All figures from 2007

4. 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

5. 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.

6. Common RGS Scenario A call arrives at the Microsoft Zürich Center If a holiday -> voicemail If not within business hours -> voicemail Try an available member of the receptionists group If no answer, try the next receptionist (round-robin) Parallel-ring a small group of marketers Finally -> voicemail

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

8. Basic PBX features (Basic Hunt group) Basic PBX features (Basic Hunt group) Add-on ACD solution Fully featured Additional licensing costs Add-on ACD solution Fully featured Additional licensing costs Dedicated ACD High scale High Additional Costs Dedicated ACD High scale High Additional Costs High Scale High Scale High Availability High Availability Advanced CDRs Advanced CDRs Interop w/ LoB apps Interop w/ LoB apps High Scale High Scale High Availability High Availability Advanced CDRs Advanced CDRs Interop w/ LoB apps Interop w/ LoB apps 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 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 Positioning of RGS Internal helpdesks, Small CCs Large CCs Supervisor Supervisor Live views Live views Advanced CDRs Advanced CDRs Supervisor Supervisor Live views Live views Advanced CDRs Advanced CDRs

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

10. Components - Overview Response Group Queue Agent Group Agent Agent Group Agent Queue Agent Group Agent

11. 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)

12. 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

13. 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

14. 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

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

16. 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: http://technet.microsoft.com/en- us/library/dd441219.aspxhttp://technet.microsoft.com/en- us/library/dd441219.aspx Managing RGS or displaying OC Tab in different language than OCS installation language Download “OCS 2007 R2 Response Group Service Language Pack”

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

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

19. Managing RGS Agents, Agent Groups, Queues Managed with the MMC snap-in, which installs as part of OCS Admin Tools Response Groups Managed with your web browser @ RGS webpage Can get to this from MMC, or directly via URL https://srv/Rgs/Deploy/Default.aspx

20. 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

21. Creating your first Response Group Tim Carr Program Manager Microsoft

22. What Client should Agents use? Agent Group typeRecommended 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)

23. 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: https://ocs02.df.int/rtcbranding/RgsOcTab.png Response Group Tab true https://ocs03.df.int/rgs/clients/Tab.aspx false

24. 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

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

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

27. 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 3

28. 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)

29. 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

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32. Related Content UNC304: Deploying, Administering, and Managing Microsoft Office Communications Server 2007 R2. Today, 13:00 - 14:15, Room 152 UNC305: Enabling Anywhere Access with Microsoft Office Communications Server 2007 R2 d titles). Today, 16:30 - 17:45, Room 502B UNC322: Building Communication Services with the UCMA 2.0 and Microsoft Office Communications Server 2007 R2. May 15 th, 10:45 - 12:00 UNC325: Windows Workflows Activities That Talk and IM with Microsoft Office Communications Server 2007 R2. May 15 th, 13:00 - 14:15 Required Slide Speakers, please list the Breakout Sessions, TLC Interactive Theaters and Labs that are related to your session. Required Slide Speakers, please list the Breakout Sessions, TLC Interactive Theaters and Labs that are related to your session.

33. Track Resources Resource 1 Resource 2 Resource 3 Resource 4 Required Slide Track PMs will supply the content for this slide, which will be inserted during the final scrub. Required Slide Track PMs will supply the content for this slide, which will be inserted during the final scrub.

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35. © 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. Required Slide

36. 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 VoiceMail 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

37. 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 37

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