Summary

This article provide a summary for configuring response groups in Skype4B service management.

Applies To

This article applies to MachPanel build v6.0.20 HF1 and later.

How the Response groups be added?

To add  a response groups, you need to specify the Application Server FQDN in Lync Server.



Adding Agent Groups:

Agent groups contain a specified set of user accounts that belong to a Response Group. How calls are routed in the group, and what options a member has are configured at the agent group level.

To add a new groups, navigate to path: Home » Service Director » Skype4B Hosting » Accounts » Manage Service and add a new Group by clicking on Add New Group button under the tab Response Groups >> Groups. See the snapshot below:



In the Section Add New Group, provide Group name, Alert time and click Save when done.  Fill in the following form.






Adding Queues:

A queue is an object that holds callers as they dial in to the Response Group. A queue can contain multiple agent groups or sometimes just a single agent group is included. Settings such as timeouts and call capacity are configured at the queue level.

To add a new Queue, select Queue tab under Response Groups and click on Add New Queue button. See the snapshot below:



In the section add new queue, provide Queue name, select groups, Enable time out period if necessary.





Adding Workflows:

There are two types of workflows that are supported in MachPanel Hunt groups, and interactive groups. Workflows are the glue that ties together the agent groups and queues. The workflow settings determine how a caller reaches a specific queue depending on question responses, time of day, or holidays.

To define workflow, select the Workflows tab from the Response Groups. and click on Add New Workflow button.
See the snapshots below:





In the Hunt Group, provide display name and SIP address of under the hunt group section.






And select the response queue, click Save when done.



Adding Holiday Sets:

Click Manage Holiday Sets to Add and manage Holiday Sets, Holidays.





Adding Business Hours:

Click Manage Business Hours to Add and manage Business Hours.