Attendant: offer a new call to all agents who are signed in and the Response Group application at the same time, regardless of their current presence (Available, Inactive, Away, Busy, or Appear Offline).Don’t use this when using a distribution list as the agent list. Serial: always offer a new call to agents in the order in which they are listed in the Agent list.Round robin: offer a new call to each agent in turn.The call is sent to the first agent who accepts it. Parallel: offer a new call to all agents with status Available or Inactive at the same time.Longest idle: offer a new call first to the agent who has had a presence of Available or Inactive the longest.When you select this option, agents click a menu item in Skype for Business to open a browser and display a web page console for signing in and out. Formal: agents in the group must sign in and out.Informal agents are automatically signed in when they sign in to Skype for Business.
Informal: agents in the group do not need to sign in and out.Forward to voice mail (Must be a SfB enabled account.Possible After-hours, Holiday, Time-out and Overflow actions:.Queue overflow: a maximum number of calls that the queue can hold.Queue time-out: a maximum period of time for a caller to wait on hold before an agent answers the call.A holiday message (audio or text-to-speech) can be played and an action can be defined to be taken. Holidays: If selected, the response group will be “closed” on campus holidays.An after-hours message (audio or text-to-speech) can be played and an action can be defined to be taken outside of business hours. Business hours are defined by day-of week and can have up to 2 open and close times per day (see example below). Business hours: defines when the response group will forward calls to agents.Welcome message: a message played for all callers.If you need to make changes to an account - Please follow the instruction to Change a Service in Pinnacle, Quick Start Guide for Submitting Service Requests ToolsĪ report is available via Pinnacle that lists all phone numbers by Org ID. Once a Response Group activation is completed, the original requester will be notified. Notification after a Response Group activation Instructions for completing the LCDS2 can be found here. More information is available in the Pinnacle Quick Start pages.
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