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OCS R2 Response group issue. RRS feed

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    Hi everybody,

    Does anybody know how this feature should work with Call Forward set up feature?

    All Office Communicators users are Enterprise Voice+PBX integration flag on.

    If I make a calls to Response group where each client has call forward activated to any other user, OCS server doesn't fork incoming calls to forwarded clients. But for Office Communcator clients out of Response group - Call Forward feature works fine in this case.

    Also I didn't find any information regarding this feature in R2 related docs.. Does anybody have?

     

    Thanks in advance

    Friday, January 30, 2009 2:38 PM

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    Hi,

    Not a great deal of information around for this configuration yet as far as blog information but technet has the configuration details on it.

    http://technet.microsoft.com/en-us/library/dd441155(office.13).aspx

    http://technet.microsoft.com/en-us/library/dd441254(office.13).aspx

    According to the second link the response group works by looking for available agents, so assume based on presence. My question would be does call forwarding work when logged on for the response group?  More than likely if the user logs off the call forwarding would have no effect.

    Cheers
    Chris
    Chris http://voipnorm.blogspot.com/
    Wednesday, February 25, 2009 11:31 PM
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    Hello Everybody,

    I have the same issue in my OCS R2 Eval. Has anybody an idea how to get the call forwarding working even if the call is to a response group?
    For me the forward works when a person calls my communicator directly, but not if she/he dials the response group in which im an agent.

    Regards,
    Andre
    Thursday, March 26, 2009 8:46 AM
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    "...According to the second link the response group works by looking for available agents, so assume based on presence. My question would be does call forwarding work when logged on for the response group?  More than likely if the user logs off the call forwarding would have no effect..."

    Chris, you are correct. Let's look the logic. We deploy Response Group when an explicit condition that the call HAVE to be answered OR routed under special conditions, not covered by the "regular" call flow circumstances. Imagine the user (agent in this case) steps out for a minute (and having his/her call set by default to Simul. Ring to the cellphone). If this is customer support call, what happens - "Ohm, I'm sorry but I am away from my computer... can you hang up and call again?" The logic is broken and the customer - pissed!

    Like we say in my native country - "Just because you can, does not mean you have to do it all the time" :-)

    Drago
    Thursday, March 26, 2009 11:39 PM
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    Hi Drago,

    I think you are right, if not managed correctly you could end up with customers sent to voicemail or some other location when users are unavailable. Of course if you run como with a windows mobile your presence would stay online also so calls would work, but not everyone has a windows mobile device:-) I guess you need to set the expectation of what you want the service to offer. You can also have a second tier set of agents you can forward the call to as well so not the most ideal people but still a live body. So the possibilities are high, its just the customer expectation and your own processes that will dictate what you get out of the response group service for now.

    Cheers
    Chris
    http://voipnorm.blogspot.com/
    Monday, March 30, 2009 5:54 PM