Use Response Group
The Response Group application helps distribute incoming calls to particular groups of people, for example a workgroup or regional call center. As a response group agent, you’ve been selected to help answer phone calls for a group or even multiple groups. You can use Microsoft Lync 2010 Attendant communications software to answer and manage the phone calls that come into your group.
When the server administrator makes you an agent for a response group, you’ll see an alert in Lync 2010 Attendant that tells you to which group you’ve been added. As a member of that group, your phone will ring when incoming calls are routed to the response group.
- Answer a call
- Redirect a response group call
- Transfer a response group call
- Set your identity for outgoing calls
Answer a call
When you’re signed into a group, you’re ready to take a call. An incoming call alert shows you which group is routing the call to you.
- When you receive a call alert, click the alert to answer the call.
If you’re a member of an anonymous response group (configured by your system administrator), your identity remains hidden from the caller unless you set an identity. To learn how, see “Set your identity for outgoing calls,” later in this article.
Redirect a response group call
While you cannot redirect incoming calls to IM or personal voice mail, you can redirect an incoming call to a contact or phone number without first answering the call.
- When you receive a call alert, click Redirect, and then select an alternate number.
Transfer a response group call
To transfer an incoming call that you’ve answered, you can do a direct transfer or consultative transfer. In a direct transfer, you don’t first speak with the person to whom you’re transferring the call to. In a consultative transfer, you first speak to the person to whom you’re transferring the call to ensure they can take the call.
Make a direct call transfer
- Click Hold, and then click Transfer.
- Click Another Person or Number.
- Select the person (or search for them first).
- Click OK.
Make a consultative transfer
- Click Hold, and then click Transfer.
- Point to Current Conversations, and then select the person.
- Click OK.
Set your identity for outgoing calls
If you are an agent for an anonymous response group, you can reveal your identity for outgoing calls.
- At the top of the Attendant main window, click the Options button.
- Click the Actions and Alerts tab.
- In the Response Group section, select the appropriate identity from the drop-down list.