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Deployment Process for Response Group

 

Topic Last Modified: 2010-12-09

This section provides an overview of the steps involved in deploying the Response Group application.

Response Group Deployment Process

Phase Steps Permissions Deployment documentation

Install the Response Group application

The Response Group application is installed and activated by default when you deploy Enterprise Voice.

RTCUniversalServerAdmins

Deploying Enterprise Voice

Install components for Response Group

The Lync Server Control Panel, Response Group Configuration Tool, agents' sign-in and sign-out console, and Response Group Client Web service are installed as part of Web Services. Web Services is installed when you deploy an Enterprise Edition pool or a Standard Edition server.

RTCUniversalServerAdmins

Deploying Lync Server 2010 Enterprise Edition

Enable users

Enable users who are to be agents for Lync Server and Enterprise Voice. Users must be enabled before you can add them to agent groups. Typically, users are enabled for Lync Server during the Enterprise Edition or Standard Edition deployment. Typically, users are enabled for Enterprise Voice during the Enterprise Voice deployment.

RTCUniversalUserAdmins

CsUserAdministrator

CsAdministrator

Enable or Disable Users for Lync Server 2010

Enable Users for Enterprise Voice

Create and configure response groups

  1. Use the Lync Server Control Panel or Lync Server Management Shell cmdlets to do the following:

    1. Create and configure agent groups

    2. Create and configure queues

  2. Optionally, use the New-CsRgsTimeRange, New-CSRgsHoursOfBusiness, New-CsRgsHoliday, and New-CsRgsHolidaySet cmdlets to define preset response group business hours and holidays.

  3. Use the Response Group Configuration Tool or Lync Server Management Shell cmdlets to create and configure workflows (hunt groups or interactive voice response (IVR) call flows), including custom response group business hours and holidays.

RTCUniversalServerAdmins

CsResponseGroupAdministrator

CsVoiceAdministrator

CsServerAdministrator

CsAdministrator

Create Response Group Agent Groups

Create Response Group Queues

Create Response Group Workflows

Verify your Response Group deployment

Test answering calls to your hunt group and interactive voice response workflows to ensure that your configuration works as expected.

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(Optional) Verify Response Group Deployment