Free Weekly Animated Tutorial "OCS Response Group Service - Presence-based Routing"

OCS 2007 R2 Response Group Service enables administrators to create and configure one or more small response groups for the purpose of routing and queuing incoming phone calls to one or more designated agents.

OCS 2007 R2 Response Group Service enables administrators to create and configure one or more small response groups for the purpose of routing and queuing incoming phone calls to one or more designated agents whether from the internet or PSTN.
Response Group Service supports standard response group call-routing algorithms, including
- Serial
- Longest-idle
- Parallel, and
- Round robin.
Routing algorithms are configured for each defined group of agents.
Presence-based routing Call routing takes agent presence status into account. The routing component would skip, for example, agents who are signed out or busy.

Response Group Service includes the following features:
- Supported Call Routing Algorithms Response Group Service supports standard response group call-routing algorithms, including serial, longest-idle, parallel, and round robin. Routing algorithms are configured for each defined group of agents.
- Interactive Voice Response (IVR) Call navigation employs IVR, which detects and recognizes both speech and dual-tone multi-frequency (DTMF) keypad input. Response Group Service IVR also supports text-to-speech and the WAV file format. The administrator can update IVR prompts.
- Call Queuing Calls are queued pending the availability of an agent configured to accept the call.
- Music-On-Hold Callers are put on music-on-hold until an agent becomes available.
- Presence-based routing Call routing takes agent presence status into account.
The routing component would skip, for example, agents who are signed out or busy.
Response Group Templates Predefined response group templates make it easy for an administrator to create a new response group. The administrator uses the response group template to define the usage experience of the call, including questions asked to the caller, options given to the caller, music-on-hold options, and configuration of business hours and holidays.

The tutorial is available at http://www.ocsforum.com