Create Response Group Workflows

 

Topic Last Modified: 2010-12-08

A workflow defines the behavior of a call from the time the phone rings to the time somebody answers the call. The workflow specifies the queue to use for holding the call, and specifies the routing method to use for hunt groups or the questions and answers to use for interactive response groups. A workflow also defines settings such as a welcome message, music on hold, business hours, and holidays.

You use the Response Group Configuration Tool to create workflows. You can access the Response Group Configuration Tool from the Response Group page of Microsoft Lync Server 2010 Control Panel.

Note

You must create agent groups and queues before you create a workflow that uses them.

In This Section

• Create a Hunt Group Workflow

• Design Call Flows by Using Interactive Voice Response

• Create an Interactive Workflow

Related Sections

• Create Response Group Agent Groups

• Create Response Group Queues