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 »
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 »
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 »
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.
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/.
The only supported clients for response groups are: Lync 2013
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.
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 »
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 »
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.
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.
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 »
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.