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Response Groups / Custom Queues / Custom Workflow RRS feed

  • Question

  • A customer has set a requirement for a queue / response group handling. Basicly the requirement is that the the user is informed that the helpdesk is busy (predefined treshold) leavining the customer to joint the queue of try it later. When a user is within the queue there is a need for playing a message: all our agents are still busy.....  And then check if there are still agents within de group to handle calls.

    Looking at the supplied workflowtemplates for RGS the is no suitable template. Can it be done using a custom workflow and if so HOW.

    Monday, December 20, 2010 2:16 PM

All replies

  • The workflow templates in the GUI are indeed very limited. You have more options creating a workflow using Powershell. Here is an example how to do so. Together with the Powershell commands for Response Groups you should be able to create this.


    Technical Specialist Microsoft OCS & UC Voice Specialisation - http://www.uwictpartner.be
    If you think my post is the answer to your question, please mark it as answer so future visitors can easily find it.
    Monday, December 20, 2010 2:55 PM
  • A partial workaround that you could apply from the UI: build manually a music on hold file that contains X seconds of music and then a recorded message (e.g. "the helpdesk is busy"). If you use this file as music on hold, callers will get the busy message every X seconds (more or less).

    Cheers,
    Frédéric

    Tuesday, December 21, 2010 2:57 PM