Microsoft Communicator 14Beta Response Group 微软通讯14β反应小组.pptVIP

Microsoft? Lync? 2010Response Group Application Training Objectives This course covers the following topics: Understanding Response Groups Getting to Know Types of Agent Groups Using the Anonymization Feature Signing in and Accepting a Call Navigating the Conversation Window During a Call Learn how Lync 2010 Users interact with Response Groups Overview of Response Groups Response groups provide a way to route and queue calls to groups of people who manage phone calls – such as a small help desk, or a customer service desk. The people who answer the calls are designated as agents, and the agents are assigned to groups. Response Group Managers are responsible for setting up and configuring response groups. Any agent assigned to a group can answer a call to the group. (The agent may need to be signed in to receive group calls.) Incoming calls go through a routing method to find the next available agent. If no agent is available, the call goes into a queue and the caller hears music until an agent is available. (All callers hear music until the call is answered regardless of agent availability.) Agents can use Lync 2010, Attendant, or Phone Edition to take calls. Types of Agent Groups When Response Group Managers configure the response group, they can designate agents as formal or informal. This affects how the agents sign in to the queue.  Formal agents have to sign in to their response group to take calls for the group. Informal agents are automatically signed in when they sign in to Lync 2010, Attendant, or Phone Edition. Informal Formal Signing in to Agent Groups You need to sign in to your agent group before you can take calls for the group if the group is formal. You are automatically signed in to informal agent groups. You can easily access the Agent page from Lync 2010 to sign in to your agent groups. In Lync 2010, click the menu arrow, click Tools, and then click Response Group Settings. A browser opens and displays the Agent Groups page. Thi