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.

Submitted by

Voting

208 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

Lync client connects to 2 calls at once coming from RGS - bug

Scenario setup: Lync response group with Agent Group set to Alert Method of Attendant. Place 2 calls (from other users) to this response group. Both calls will ring at the agent. Bug: Agent presses Win+A (Accept Incoming Invite) in rapid succession. Both calls are answered and are live. (user is connected wrongly to 2 calls at one time!) For example: • 2 way audio stream is live between receptionist and Caller A • 2 ...more »

Submitted by

Voting

4 votes