The Response Group application uses an internal service, called Match Making, to queue calls and find available agents. Agents can either be formal, which means that they must sign in to the group before they can accept calls routed to the group, or informal, which means that they do not sign into and out of the group to accept calls. When an agent accepts the call, the caller might or might not be able to see the agent's identity, depending on how the administrator configures the response group. If the queue is full, or if the call times out while in the queue, the caller might hear a message and then is either disconnected or transferred to a different destination, such as a different phone number or voicemail. While in the queue, the caller hears music until an available agent accepts the call. If no agents are available, the call is held in a queue until an agent is available. Supported call routing methods include serial, longest-idle, parallel, round robin, and Attendant routing (that is, all agents are called at the same time for every incoming call, regardless of their current presence). The Response Group application uses standard response group routing methods to route the call to the next available agent. When a caller calls a response group, the call is routed to an agent based on a hunt group or the caller's answers to interactive voice response (IVR) questions.
You can increase the use of telephone support services and reduce the overhead of running these services by using response groups. The Response Group application routes and queues incoming calls to designated persons, who are known as agents. If your organization has groups of people who answer and manage certain types of calls, such as for customer service, an internal help desk, or general telephone support for a department, you can deploy the Response Group application to manage these types of calls. The logs are located in users/username/library/logs/Microsoft-Lync-0.Planning for response groups in Skype for Business Server Enterprise Voice, which enables you to set up call routing to groups of users.
#Skype for business mac add group windows#
Where C: is your system drive, username is your Windows user’s name and 15.0 is your Microsoft Office version:
#Skype for business mac add group for mac#
In the menu bar navigate to Communicator > Preferences or Lync > Preferences, then to General tab and check the Turn on logging for troubleshooting checkbox:Įnable logging in Skype for Business for Mac In the Skype for Business window click on Options icon to access the menu, or click on the drop-down arrow next to it and navigate to Tools > Options, then in the Skype for Business Options window navigate to General tab and under Logging in Skype for Business select Full:Įnabling logging in Communicator 2011 for Mac or Lync 2011 for Mac In the Lync 2013 window click on Preferences icon to access the Options menu, or click on the drop-down arrow next to it and navigate to Tools > Options, then in the Lync Options window navigate to General tab and under Logging in Lync select Full: In the Lync 2010 window click on Preferences icon to access the Options menu, or click on the drop-down arrow next to it and navigate to Tools > Options, in the Lync Options window navigate to General tab and check Turn on logging in Lync under Logging: To enable logging in the Office Communicator, click the menu icon in the left-upper corner of the OCS window and navigate to Tools > Options, then in Office Communicator - Options window navigate to General tab and check Turn on logging in Communicator under Logging:
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