Answer and make calls for a response group in Lync 2010

Brian Hadfield -

As a response group agent, you’ve been selected to help answer phone calls for a particular group or even multiple groups. You can use Microsoft Lync 2010 communications software to answer and manage the phone calls that come to your group.

To see which groups you are an agent of

  1. In the Lync 2010 client main window, click the Show Menu arrow, point to Tools, and then click Response Group Settings.

The Agent Groups page appears, listing all the groups for which you are an agent and whether you are signed in to each group. There are two types of groups:

  • Formal groups are groups that you need to manually sign in to before you can take calls.
  • Informal groups are groups that you are automatically signed in to when you sign in to Lync 2010.  NOTE: You cannot clear the Signed in check box for these groups.

AgentGroups.png

 

To sign in to a formal response group

  1. In the Lync main window, click the Show Menu arrow, point to Tools, and then click Response Group Settings.
  2. In the Agent Groups page, select the Signed in check box next to the group.

To sign out of a formal response group

  1. In the Lync main window, click the Show Menu arrow, point to Tools, and then click Response Group Settings.
  2. In the Agent Groups page, clear the Signed in check box next to the group. 

NOTE: If the response group is setup as an informal group, you will not be able to remove yourself as an agent and you will not be able to clear the Signed In check box next to those groups.

Answer a call

When you are signed in to a group, you're ready to take a call.  An incoming call alert shows you which group is routing the call to you.

  1. To answer the call, click the incoming call alert.

LyncCallAlert.png

Redirect a response group call

You can redirect incoming calls to a different number.

  1. To redirect a call, when you receive a call alert, click Redirect, and then select an alternate number.

NOTE: Agents cannot redirect incoming calls to IM or personal voice mail.

Transfer a response group call

You can transfer a response group call in two ways:

  • As a direct transfer, where you don't first speak with the person to whom you're transferring the call to.
  • As a consultative transfer (also called a warm transfer), where you first speak to the person to whom you're transferring the call to ensure they can take the call

Make a direct transfer

  1. In the conversation window, click Hold, and then click Transfer.
  2. Click Another Person or Number.
  3. Select the person (or search for them first).
  4. Click OK.

Make a consultative transfer

  1. In the conversation window, click Hold.
  2. From the Lync main window (not the conversation window), call the intended recipient from your Contacts list (or enter a name or number).
  3. After confirming the transfer, go back to the original conversation window.
  4. Click Transfer, point to Current Conversations, and then select the person.
  5. Click OK.

 

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