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Inbound calls to a Response Group RRS feed

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    Hi

    We have deployed OCS 2007 R2 and integrated it with our Avaya PBX. We are currently using both in RCC mode. I have been playing around with the Response Group service and it is really awesome. The part where I am stuck is getting and inbound call from the PBX to connect to a response group. Not sure if the RGS was designed with this in mind but what I would like to achieve is that non-OCS users can dial say the IT support desk on the 7-digit number and have the OCS RGS handle the call flows and agent connections etc. Is this possible and how does the Avaya signal the response group (SIP/telURI)?

    Any pointers would be greatly appreciated.

    Monday, April 4, 2011 1:16 PM

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    Your Avaya PBX will need to be set up to route the call to OCS via an OCS Mediation Server to receive the call from an IP Gateway (you Avaya PBX). You would be essentially enabling Enterprise Voice for the Response Group and the agents you have selected to be a part of the Response Group. You can find the steps for enabling Enterprise Voice here:

    http://technet.microsoft.com/en-us/library/dd441382(office.13).aspx

    Richard McGiboney, Support Escalation Engineer, Microsoft
    • Marked as answer by TheGuyFromIT Wednesday, April 13, 2011 6:39 AM
    Tuesday, April 12, 2011 9:21 PM

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    Your Avaya PBX will need to be set up to route the call to OCS via an OCS Mediation Server to receive the call from an IP Gateway (you Avaya PBX). You would be essentially enabling Enterprise Voice for the Response Group and the agents you have selected to be a part of the Response Group. You can find the steps for enabling Enterprise Voice here:

    http://technet.microsoft.com/en-us/library/dd441382(office.13).aspx

    Richard McGiboney, Support Escalation Engineer, Microsoft
    • Marked as answer by TheGuyFromIT Wednesday, April 13, 2011 6:39 AM
    Tuesday, April 12, 2011 9:21 PM
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    Thanks Richard.

    It is as you have said, that I would need a Mediation Server. I have actually placed one in my OCS topology and have calls routing to EV enabled users as well as some P.O.C. Response Groups. I had a "duh" moment with the above question. Thank you for responding to my question, appreciated.

    Wednesday, April 13, 2011 6:17 AM