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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208 votes

Lync Server

Response Group Delay

There is a delay when answering a response group call. This is exacerbated by Lync Phone Edition but it present with most endpoints.

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89 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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15 votes

Lync Server

Schedule Response Group Members

It would be very helpful to be able to schedule on call rotations with response groups so that the members can be dynamically scheduled to be on call without having to change the response group or user forwarding manually. This could be achieved with similar functionality as the holiday schedule but routes the calls to a specific user or specified number at a scheduled time/day/week etc.

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12 votes

Lync Client

Display Caller ID name on incoming respone group calls

I'm using Lync 2013 with response groups to manage incoming calls. The calls come from the PSTN via a NET gateway. The call notification toast displays the number of the caller but not the name. After I answer a call, it displays the name. I would like to be able to see the caller name while the call is ringing. It seems that this has been an issue since OCS days. http://social.technet.microsoft.com/Forums/lync/en-US/abe68d34-d111-4699-8020-24674bf27d52/incoming-caller-id-name-with-response-groups ...more »

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15 votes

Lync Client

Display Caller ID name on incoming respone group calls

I'm using Lync 2013 with response groups to manage incoming calls. The calls come from the PSTN via a NET gateway. The call notification toast displays the number of the caller but not the name. After I answer a call, it displays the name. I would like to be able to see the caller name while the call is ringing. It seems that this has been an issue since OCS days. http://social.technet.microsoft.com/Forums/lync/en-US/abe68d34-d111-4699-8020-24674bf27d52/incoming-caller-id-name-with-response-groups ...more »

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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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5 votes

Lync Server

Response Group Agent calls- Mask with RGS Workflow name

When a member of a formal response group makes calls while signed in to the RGS I would like to see the calling party name replaced with the RGS Workflow name. Perhaps a check-box to replace the name in the RGS config. The scenario is when making calls as an agent within the Lync environment I'd like to see the workflow represented instead of the individual agent, similar to what we can do on a trunk level by replacing ...more »

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4 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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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)

Voting

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)

Voting

9 votes

Lync Server

Inclement weather type option in Response Group Workflow

Right now, when configuring a response group workflow, you can specify options for outside of business hours and holidays, but no option for unplanned closures like inclement weather. It would be nice if this option was available, and could be easily set by a receptionist/manager.

Submitted by (@patrichard)

Voting

11 votes