Lync Server

Better Response Groups

The current response groups are incredibly basic. I'd like to see something a bit more advanced even if its not a full fledged solution.

 

1. Better queue monitoring

2. Listen in and call recording

3. Office closed for weather message function

4. Better reporting

 

There are tons of very expensive add on ACD/Contact center solutions but MS could make this part of the product functional with some small improvements.

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25 comments

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208 votes

Lync Server

Enable Phones for use in Response Groups

The only supported clients for response groups are: Lync 2013

Lync 2010

Lync 2010 Attendant

Office Communications Server 2007 R2 Attendant Lync Phone Edition

 

We would like to use phones such as a Wifi phone or a CX600 phone, or possible a mobile phone with the Lync client. All of these are not supported scenarios.

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4 comments

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15 votes

Lync Server

Modular Response Groups

One of the biggest limitations I have found with Lync from our traditional PBX system is lack of in-depth workflows/call handling with response groups. Currently, our Lync deployment is rock solid, however as our organization grows, we are finding that Lync is continuously being a bottleneck at what we can/cannot do with call routing at the response group level. One thing our organization would like is the ability ...more »

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4 comments

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5 votes

Lync Mobile

Response Group Ringing on Mobile Client

There should be an option on the mobile Lync client to disable response group ringing. Most times, I don't want to get response group calls on the mobile client.

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3 comments

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6 votes

Lync Server

Support for setting photo on RGS and application objects

It would be nice if you could assign a photo for these objects to help identify them. Tom Arbuthnot wrote an article about it at http://lyncdup.com/2012/12/lync-2013-setting-a-user-picture-for-an-application-or-response-group-contact-object/.

Submitted by (@patrichard)
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11 votes

Lync Server

Move RGS business hours & holiday tests to BEFORE th Welcome msg

It's long irked me that in the Response Group call flow, the Welcome Message appears before the Business Hours and Holiday tests. This forces an illogical flow and poor caller experience: "Welcome to Fabrikam. Your call may be recorded" "We're currently closed". If the options were rearranged, the out-of-hours and holiday messages and treatments would be self-contained, and the Welcome message only plays when ...more »

Submitted by (@greiginsydney)
1 comment

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9 votes

Lync Mobile

Answer response group calls from Lync Mobile

It would be great to be able to answer response group calls from the mobile client. If they ring, you should be able to answer.

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1 comment

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8 votes

Lync Server

Custom/More Response Group Routing Methods

I would like to see something in between Parallel and Attendant routing or the ability to create custom Routing Methods. I find a lot of customers want RGS calls to still be offered when the Agent status is Away or Busy. The only solution is Attendant routing. However Attendant Routing will still offer you calls if you are already in a call which can become quite annoying if you aren't using the Attendant console or ...more »

Submitted by (@weakestlync)
1 comment

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5 votes

Lync Server

Assigning number to Response Group Workflow should validate it

Right now, you can assign a number to a RGS workflow that's already assigned to something else, like a user. This causes all kinds of issues, because inbound calls will get the "not in use or disconnected" recording.

Submitted by (@patrichard)
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6 votes

Lync Server

Response Group Reports drill down into Abandoned

Out of the box the RGS reports are quite good. The biggest complaint I get is when customers see the abandoned calls percentage then ask "Why were these abandoned?". You have to drill down into offered calls and work it out on the SIP response codes. It would be a lot better if there was an "Unanswered Calls" column that you could drill down into. This would just need to show the call and why it wasn't answered. ...more »

Submitted by (@weakestlync)
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3 votes

Lync Client

Nesting Contact Groups

Allow contact groups to have sub-groups.

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2 votes

Lync Server

New Routing Method - Status Selection

We would like a feature to select the method (Parallel, Round-Robin, Agent, ...) and which status we would like to use with it. For example, I would like to use the Parallel method for all calls unless an Agent is "In a Call" or "Do Not Disturb". I would want their phones to ring in this method if they were any other status. To offer a new call to all available agents at the same time, click Parallel. The call is ...more »

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1 vote