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Reception handling RRS feed

  • Question

  • We've migrated from a PBX that had a "night" mode where if there were no receptionists in the office, incoming calls would ring all phones in the office and any staff present could answer the call. This was also used for the door entry system.

    We are trying to see if something similar can be implemented in Lync. The approach we're trying to take is to have two informal groups: one consisting of the receptionist staff and the other consisting of all staff. The idea is that calls go to the first group and ONLY get passed to the second group if there are no logged in staff in the first group. If staff in the first group are busy, I want to do something like pass the call to voicemail or play a message asking the caller to ring back.

    Is that possible out of the box or do I need additional software?

    Thanks.

    Philip

    Saturday, April 28, 2012 4:59 PM

Answers

  • Yes, you can use the Responsegroup service for your configuration. You can configure Responsegroup also with forward from one group to the other and also forward to a voicemail.

    regards Holger Technical Specialist UC



    • Edited by Holger Bunkradt Sunday, April 29, 2012 3:39 PM
    • Proposed as answer by Sean_Xiao Tuesday, May 1, 2012 1:39 AM
    • Marked as answer by Noya Lau Tuesday, May 8, 2012 4:12 AM
    Saturday, April 28, 2012 10:00 PM

All replies

  • Yes, you can use the Responsegroup service for your configuration. You can configure Responsegroup also with forward from one group to the other and also forward to a voicemail.

    regards Holger Technical Specialist UC



    • Edited by Holger Bunkradt Sunday, April 29, 2012 3:39 PM
    • Proposed as answer by Sean_Xiao Tuesday, May 1, 2012 1:39 AM
    • Marked as answer by Noya Lau Tuesday, May 8, 2012 4:12 AM
    Saturday, April 28, 2012 10:00 PM
  • Thank you.

    I had the basics understood - my main problem is in the detail of the group, queue and workflow configuration to make sure that calls only go from the Reception group to the All Staff group *if* there are no signed in members for the Reception group. If there are any signed in members for the Reception group, I want them to get the calls, even if they are busy. I'm presuming having it as an Attendant queue will take care of that?

    What do I need to do with the various timing values in the different areas of the configuration in order to get this to work as required?

    Thanks.

    Sunday, April 29, 2012 11:39 AM
  • Try to read the Lync Resource Kit Chapter 14. There you will find an overview and some examples for seting up response groups.

    You can download it here: http://www.microsoft.com/en-us/download/details.aspx?displaylang=en&id=22644


    UC Blog http://blogs.pepperhost.de

    Sunday, April 29, 2012 1:08 PM