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Kicked Out of Response Group When Status is Away RRS feed

  • Question

  • Lync 2010:

    When switchboard staff enable the Response Group for Main-Line incoming calls and their Lync status changes to "Away," they do not receive the incoming calls.  Sometimes the switchboard staff are at their desks but not active on their computers; so, how do we change the setting so that they receive incoming main-line calls no matter what their Lync status is?

    Thanks!

    Thursday, September 26, 2013 11:08 PM

Answers

  • Use the Attendant Routing Method: http://blogs.technet.com/b/ilvancri/archive/2010/11/23/creating-a-response-group-in-lync.aspx

    • Attendant routing method
      With the new attendant routing method, all agents who are signed into Lync Server 2010 and the Response Group application are called at the same time for every incoming call, regardless of their current presence status.

    • Marked as answer by Kent-Huang Friday, October 4, 2013 8:59 AM
    Friday, September 27, 2013 2:00 AM
  • Hi,

    Please check the Routing method in the Agent Group setting:

    To offer a new call to each agent in turn, click Round robin.

    To always offer a new call to the agents in the order in which they are listed in the Agent list, click Serial.

    To offer a new call to all agents who are signed into Lync Server 2010 and the Response Group application at the same time, regardless of their current presence, click Attendant. Lync 2010 Attendant users who are configured as agents can see all the calls that are waiting and answer waiting calls in any order. The call is sent to the first agent who accepts it, and the other Lync 2010 Attendant users no longer see the call.


    Kent Huang
    TechNet Community Support

    • Marked as answer by Kent-Huang Friday, October 4, 2013 8:59 AM
    Friday, September 27, 2013 2:08 AM

All replies

  • Use the Attendant Routing Method: http://blogs.technet.com/b/ilvancri/archive/2010/11/23/creating-a-response-group-in-lync.aspx

    • Attendant routing method
      With the new attendant routing method, all agents who are signed into Lync Server 2010 and the Response Group application are called at the same time for every incoming call, regardless of their current presence status.

    • Marked as answer by Kent-Huang Friday, October 4, 2013 8:59 AM
    Friday, September 27, 2013 2:00 AM
  • Hi,

    Please check the Routing method in the Agent Group setting:

    To offer a new call to each agent in turn, click Round robin.

    To always offer a new call to the agents in the order in which they are listed in the Agent list, click Serial.

    To offer a new call to all agents who are signed into Lync Server 2010 and the Response Group application at the same time, regardless of their current presence, click Attendant. Lync 2010 Attendant users who are configured as agents can see all the calls that are waiting and answer waiting calls in any order. The call is sent to the first agent who accepts it, and the other Lync 2010 Attendant users no longer see the call.


    Kent Huang
    TechNet Community Support

    • Marked as answer by Kent-Huang Friday, October 4, 2013 8:59 AM
    Friday, September 27, 2013 2:08 AM
  • Is there any other way to achieve this without the "attendant" routing method?  We do not want the phone to ring all agents so we are using Round Robin, but it is very annoying that if they walk away from their desk (they have wireless headsets) they get kicked out when the computer locks or goes idle.
    Tuesday, April 22, 2014 6:34 PM