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 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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Voting

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

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 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

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

Response Group Forwarding if Lync Client is set to Forward Call

The ability for Response Groups being able to forward a call to a mobile/telephone number if the Lync Client is set to forward. Reason for this; First Aid Response Group The RG has a group of Lync Users that have either Internal/DDI numbers and number of them users are not always at their desk and forward all calls to mobile numbers. Having this option available will allow sites to fully utilize the group of First ...more »

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9 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 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.

Submitted by

Voting

8 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)

Voting

6 votes