Configuring Response Groups in OCS 2007 R2

OCS R2 allows you to easily setup a response group for call center type use.
Response group scenarios can also be setup on the client side through call forwarding settings, however client side settings are user defined and cannot be enforced.

Assumptions:
An R2 front-end server is installed and users are configured for Enterprise voice.
You are a member of RTCUniversalServerAdmins
If ocs R2 is installed on server 2008, do this first.

Step 1: Open the Response Group MMC
Open up the Response Group Service Properties
Right click your Standard Edition Front-End Servers name – Properites – Applications – Response Group Service Properties

Step 2: Define Agents
Once the MMC opens you can expand the server node and see the containers list.

Select Add Agent …
The Agent Add console box will pop-up.

If you leave the defaults, and click search, all the users that have enterprise voice enabled will be displayed in the search results.
Search for, and add all the agents that will be members of any response group.

Step 3: Create the response groups
Once the agents have been defined you can add them to a response group.

Right click the groups container – Add Group

General Tab:
Name the group and give it a description.

Queues Tab:
The queue rules that the group adheres to for timeout and overflows. (We will create a queue in the next section)

Agents Tab:
Add the users that will be part of this response group by individually adding them or by a distribution list

Policies Tab:
Define the policies of the group.

Agent Participation Policy

Informal – Whenever a user is signed into Communicator they are part of the response group and calls are routed as such.

Formal - The user has the option to sign into the response group from Communicator. This is useful for users who are not always responsible for receiving calls for the response group.

Not Active – The response group is disabled

Agent Alert time - Defines how long the users will be alerted of an incoming call until the message is routed to it’s next location (defined by the routing method).

Routing Method

Longest Idle – The user who has not responded to a call in the longest time will be notified first, if that user does not answer the second longest idle person will be rang, and so on.

Parallel – All members of the response group are notified of an incoming call. When a call is answered, all other members get on-screen message of who answered the call.

Round Robin – The first call that comes in will only ring the first members phone (until a timeout is reached), the second call will route to the second user, and so on.

Serial - Incoming calls are always routed to people in the response group in the same order.

Step 4: Create a Queue
Queue’s keep track of the order of the callers and who’s call will be answered when someone in the Response group becomes available. Queues also define where a call is routed if the caller has been waiting a long time for an agent to answer, or if you expect the caller to have to wait a long time when they connect to a queue.

Time out Tab:
Set where a call is routed after a certain number of seconds.

Overflow Tab: Set where a call is routed if the caller will become the ## caller in the queue.

Step 5: Create a contact object
You can then create a Workflow to define how messages will actually get to the response groups.
To do that we will use Rgscot

Rgscot by default is located in..
C:\Program Files\Common Files\Microsoft Office Communications Server 2007 R2

rgscot /? to get a list of available commands.
This the contact object I created for my help desk workflow.

rgscot /create /poolfqdn:ocs.jaworski.com /displayname:”Help desk” /displaynumber:+12125558915 /primaryuri:sip:helpdesk@jaworski.com /lineuri:tel:+12125558915

If there were no typos it will display..
‘A new contact object with sip address sip:helpdesk@jaworski.com has been created’
You will now be able to choose this contact object in the Workflow manager.

*note. If you need to edit this contact object later, you can go to AD users and computers.
System – Microsoft – RTC Service – Application Contacts

Step 6: Create the workflow
note* If you did not do Step 5 of this guide there will not be a contact to select.
Now you can go and create the workflow by going back to the Response Group Services – right clicking workflows – New Workflow.
It will bring up a web-interface to create the workflow.
There are known issues with this and you might have to try opening the workflow manager on a separate XP or Vista box running IE6sp2.

If you want a more detailed description of creating the workflows please see Microsoft Documentation on Deploying Group Services (can be found in the additonal links).

Additonal Links:

Microsofts R2 guide docs. including ‘OCS 2007 R2 Deploying Response Group Services’
http://www.microsoft.com/downloads/details.aspx?displaylang=en&FamilyID=e9f86f96-aa09-4dca-9088-f64b4f01c703

Installing Additional Language packs
http://technet.microsoft.com/en-us/library/dd441219(office.13).aspx

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