Response Groups
Time to Execute:45m
There is a sequence of creating a workflow.
First step is to create a user for workflow (Described in a previous Documentation).
Then enable it for enterprise, that’s must be done otherwise it can’t make a group.
The telephone number format must be tel:+1234.
Now go to the Lync server and search for Skype for business Control Panel
Now after the user creating step, here comes a Group making step.
Now that you have opened the control panel.
Click response groups.
Click groups.
Click new.
Enter name, description.
Select the routing method to parallel.
And now click select.
Select the newly created user.
And click ok.
And click commit after you have selected the agent.
The group has been created.
Now the turn comes up for queue.
Click response groups.
Click queue.
Click new.
Enter name, description.
And click select.
Select the newly created group.
After selecting click ok.
Click commit.
And you have successfully created a queue.
Finally, the turn comes up for workflow.
Click response groups.
Click workflow.
Click create or edit.
A browser will open for the creation of workflow or for editing purposes.
There are two types of workflows you can create.
Hunt and interactive.
I’m going to show you the creation of interactive first.
Hunt doesn’t support response to dial keys but interactive does.
Click create.
Enter SIP.
Display Name that will be shown on the dialer screen.
Enter telephone number.
Enter the number again in display that you want to show to the dialer.
Check the box for a Welcome message and write in text to speech box, otherwise upload a recording.
Specify your business days and hours.
Check the box for the message to be played out of business hours.
And select disconnect call so that after message call get disconnected.
Now configure the interactive voice response.
Click deploy to create the workflow.
For hunt group click the create icon against it.
Enter SIP.
Display Name that will be shown on the dialer screen.
Enter telephone number.
Enter the number again in display that you want to show to the dialer.
Check the box for a Welcome message and write in text to speech box, otherwise upload a recording.
Specify your business days and hours.
Assign a queue.
Select whether play music by default on hold or the uploaded file.
Finally click deploy.