Campaign: 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

Campaign: 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.

Submitted by

Voting

89 votes

Campaign: Lync Server

GUI Interface for Response Group Holiday Sets

Please add to Lync Control Pannel a GUI interface to create and edit the Response Group Holiday Sets. There is a free good editor from Jamie Schwinn (http://waveformation.com/holidayseteditor/), why MS could not do the same with Silverlight?

Submitted by

Voting

22 votes

Campaign: Lync Server

response group routes calls to busy agent - bug

when calls come into a RGS in quick succession, agents sometimes recieve call when they are already in a call.

 

case# is SR 112022755545407

 

http://social.technet.microsoft.com/Forums/lync/en-US/4e5d2b84-22ff-4225-84bf-673bc047b5f6/rgs-routes-calls-to-busy-agents-alredy-in-a-call

Submitted by

Voting

12 votes

Campaign: 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

Campaign: 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

Campaign: Lync Server

Response Group Supervisor Role

The Response Group need a Supervisor Role that could do these task via Web Browser:

- see the agents member of a Formal Group in realtime

- add or remove an agent from a Formal Group

Submitted by

Voting

4 votes

Campaign: Lync Server

Response Group Supervisor Role

The Response Group need a Supervisor Role that could do these task via Web Browser:

- see the agents member of a Formal Group in realtime

- add or remove an agent from a Formal Group

Submitted by

Voting

4 votes

Campaign: 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

Campaign: Lync Server

RGS workflow option to pick greetings used in other workflows

Would be nice if you could "reuse" greetings that are already defined in other workflows. Right now, when creating a new workflow, if you want to use the same greeting, you have to upload the same file again.

Submitted by (@patrichard)

Voting

3 votes