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You’ve been selected by your manager or server administrator to serve as a Lync response group agent in order to help answer phone calls for one or more workgroups in your organization. In the future, whenever incoming calls are being routed to your response group, your phone will ring if you are signed in as an agent.

If and when your response group membership is removed, you’ll get a notice to that effect.

This topic will help your get started by answering some questions about your duties as a response group agent.

In this article

Which response group(s) am I a member of?

To find out which response group(s) you belong to:

  • On the Lync main window, click the Show Menu arrow Options arrow, click Tools, and then click Response Group Settings. A browser opens and displays the Agent Groups page, which lists all the groups for which you’re an agent. (If you’re an agent for multiple sites, you’ll have a separate page for each site.) A checked box indicates that you are signed in to a group.

What do I need to do before I can start taking calls?

Any time you are going to take calls as a response group agent, you first need to sign in to that response group. To sign in to a formal group, select the Signed in check box next to the group. (You are always signed in for informal groups and cannot clear the Signed in check box for those groups.) Groups marked as “n/a” indicate that the Agent Groups page cannot connect to the Response Group application.

Note:  Lync Response Group will not route calls to agents who have Privacy Mode enabled. To receive response group calls, either disable Privacy Mode or add “RGS Presence Watcher” as a contact in your Lync Contacts list.

How do I answer a call?

To answer a routed call, simply click the incoming call notification you see on your computer display. The notification will show you which response group is routing the call.

When you answer the call, the "Connecting call" notification will display until the call timer begins. When the call is connected and the call timer begins, you should greet the caller.

What does the conversation window tell me?

When you click the call notification, a conversation window opens. At the top of the window, you can once again see the name of the response group that routed the call to you. If the caller was given options when he or she first connected, the conversation window shows Notes from the <group name> along with the instructions the caller heard and the option the caller selected. You can also see how long the caller waited to connect to you.

Note:  If your support team has enabled the agent anonymity feature and you are answering calls as part of an anonymous response group, your identity is hidden during the call, and the word “Anonymous" appears in the top right of the window. Instant messages exchanged during an anonymous response group conversation also preserve your anonymity.

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