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Logged in Agents for Response Group RRS feed

  • Question

  • Is there a way to allow a manager to establish which agents are logged into a response group?
    Wednesday, August 5, 2009 9:26 AM

Answers

  • Hi:

    Per your description, I learn these:

    1.     You have made an Agent Group that configures the agent participation policy as Formal.

    2.     The formal agents are signed into the group before they can receive calls routed to the group.

    3.     You want to let the manager to establish which agents are logged into the agent group.

    Is my understanding right?

    Per my experience, there is no direct method to monitor which agent log into the Response Group. If let someone as the formal agent want to log into the Response Group, you must configure the Response Group Tab on the office communication client. And then, the agent can log into the Response Group by the Tab. May be we can make a development to achieve the targets. And another way, the Archiving CDR Reporter, an Office Communications Server 2007 R2 Resource Kit tool, enables you to capture reports for a predefined set of queries. You can refer to below link:

    http://technet.microsoft.com/en-us/library/dd572270(office.13).aspx

    According to that, you can get a list of calls successfully accepted by agents in the Response Group Service.

    On the other hand, if the agent is informal, the agent will automatic log into the Response Group when he/she log into the MOC. So, the agents who are online, and they also have logged into the Response Group.

    You can refer to below link:

    http://technet.microsoft.com/en-us/library/dd441227(office.13).aspx

    http://technet.microsoft.com/en-us/library/dd425187(office.13).aspx

    Hope this helpful!
    Regards!
    Tuesday, August 11, 2009 10:54 AM
    Moderator