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Configuring the Response Group Service

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[This is preliminary documentation and is subject to change. Blank topics are included as placeholders.]

The Response Group service routes and queues incoming calls to one or more designated individuals, called agents, according to rules that you specify by creating and configuring a workflow. A workflow defines the experience of the caller from the time the Response Group service answers the call to the time an agent picks up the phone.

The workflow routes the call to a specified group of phone lines that is called a hunt group. The Response Group service rings the phone numbers in a sequence that you specify until an agent answers. If no agent is immediately available, the workflow places the call in a queue. You use the Response Group Administration snap-in to create and manage agents, hunt groups, queues, and workflows.

In This Section

  • Creating an Agent Group
    Explains how to create an agent group, add agents to the group, and specify group settings.
  • Creating a Queue
    Explains how to create a queue, add groups to the queue, and specify queue settings.