Response group matchmaking service

response group matchmaking service

How does the Response Group application work?

The Response Group application uses an internal service, called Match Making, to queue calls and find available agents. Each computer that runs the Response Group application runs the Match Making service, but only one Match Making service per pool is active at a time--the others are passive.

What happens if the match making service is down?

If the active Match Making service becomes unavailable during an unplanned outage, one of the passive Match Making services becomes active. The Response Group application does its best to make sure that call routing and queuing continues uninterrupted.

What is Response Group Management in Skype for Business Server?

Management of response groups. In Skype for Business Server, two management roles are available for managing response groups: Response Group Manager and Response Group Administrator. Response Group Administrators can manage any aspect of any response group.

What happens to response group calls when an agent is moved?

If an agent is moved from on-premises to online, Response Group calls will not be routed to that agent. The Response Group application uses an internal service, called Match Making, to queue calls and find available agents.

What is a response group?

A response group is a feature that lets managers or server administrators route and queue incoming calls to groups of people, called agents, such as for a help desk or a customer service desk. When incoming calls are routed to your response group, and you are signed in as an agent, your phone will ring. Which Response Group (s) do I belong to?

What are Response Group workflows in Skype for Business Server Enterprise Voice?

Design and create Response Group workflows, in Skype for Business Server Enterprise Voice. Both hunt group workflows and interactive workflows are covered. A workflow defines the behavior of a call from the time that the phone rings to the time that someone answers the call.

How do I make a call to a response group?

Right click on a contact and select Call > For Response Group Name” then click on the number you wish to call. NOTE: You can only make outgoing calls if the Response Group is anonymous.

What is the response group usage report?

The Response Group Usage Report provides a detailed look at the number of phone calls received by all your Response Group workflows, then breaks those calls down into more finite categories such as Offered calls, Answered calls, and Abandoned calls.

How does the response group work?

The Response Group application uses standard response group routing methods to route the call to the next available agent. Supported call routing methods include serial, longest-idle, parallel, round robin, and Attendant routing (that is, all agents are called at the same time for every incoming call, regardless of their current presence).

How do I assign an agent to a response group?

Select Define a custom group of agents to select the users you want to assign as agents for the response group. Click Select to add an agent to the list. Click Remove to delete a selected agent from the list. The up and down arrows move a selected agent up and down in the agent list.

Which Response Group (s) do I belong to?

Which Response Group (s) do I belong to? On the Skype for Business main window, click the Settings icon > Tools > Response Group Settings. A browser opens and displays the Agent Groups page, which lists all the groups that include you as an agent. A checked box indicates that you are signed in to a group.

When an agent accepts a call can the caller see its identity?

When an agent accepts the call, the caller might or might not be able to see the agents identity, depending on how the administrator configures the response group.

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