nireshen beerbul senior consultant microsoft [email protected]
TRANSCRIPT
Managing Response Group Service in Microsoft Office Communications Server 2007 R2 Nireshen Beerbul
Senior [email protected]
Agenda What is Response Group Service (RGS)?How should RGS be used?How does RGS work?How do I get RGS deployed?How do I manage RGS?
DemoReporting, Tips & Tricks
Response Group Service
New in OCS 2007 R2, Response Group Service distributes incoming calls
to groups of agents.
Response Group Service is NOT a replacement for full featured call centers or a
lookup-based auto attendant.
Common RGS Scenario
A call arrives at the Fabrikam Team Help groupIf a holiday -> voicemailIf not within business hours -> voicemailTry an available member of the help desk group
If no answer, try the next receptionist (round-robin)Parallel-ring a small group of designated backupFinally -> voicemail
Basic PBX features(Basic Hunt group)
Add-on ACD solutionFully featured
Additional licensing costs
Dedicated ACDHigh scale
High Additional Costs
• Basic hunt groups• Agent sign-in/out• Various hunting methods
• MoH• Business hours• Basic CDRs
• Supervisor • Live views• Advanced CDRs
• High Scale• High Availability• Advanced CDRs• Interop w/ LoB apps
Solutions Today
Departmental SolutionsInternal
helpdesks, Small CCs
Large CCs
Basic PBX features(Basic Hunt group)
Add-on ACD solutionFully featured
Additional licensing costs
Dedicated ACDHigh scale
High Additional Costs
• High Scale• High Availability• Advanced CDRs• Interop w/ LoB apps
Response GroupService 2007 R2
• Huntgroups and basic IVRs• Support for end-users managing RGS• Integration with OCS presence• Speech recognition and TTS in 12 langs• Music on hold• Basic CDRs
Positioning of RGS
Internal helpdesks, Small CCs
Large CCs
• Supervisor • Live views• Advanced CDRs
Ringing
Typical Call Flow, Simple Hunt Group
OCS 2007 R2 with RGS
1. Customer calls main office number
2. Customer has an established call with RGS (listening to music); RGS trying to reach an available AgentEstablished
Ringing
Established
3. Agent picks up, RGS connects the two calls. The customer is now talking with the Agent.
Components - Overview
Response Group
Queue
Agent Group
Agent
Agent
Agent Group Agent
Queue Agent Group Agent
Components - Response Groups and Contact Objects
Each RG needs a separate RG contact object aka COLives in Active Directory (AD)The contact contains the Response Group’s SIP URI, display name and tel URI
4 Response Group types called “templates”Basic hunt group (1 Queue, n Agent Groups)Enhanced hunt group (= basic hunt group + more options such as welcome msg & hold-music)One-level interactive (single-level basic IVR)Two-level interactive (two-level basic IVR)
Components - Queues
Queues hold calls that haven’t been routedRelationships
Multiple Agent Groups can be added to a QueueTwo Queues can contain the same Agent Group
Queue timeoutQueue overflow
Components - Agent Groups
Groups of Agents that Queues point toAgents can be added to Agent Groups individually, or by AD distribution groupAgent Group Types
Informal - agent does not need to ‘sign in’ Formal - agent must ‘sign in’ to the group
Routing MethodsParallel - all agents at the same timeSerial - always start ringing the first agentRound robin - ring the next agent in the order specifiedLongest Idle - ring the longest idle agent
Components - Agents
Agents are users that RGS routes incoming calls toTo be an agent, a user must be enabled for Office Communications Server and also enabled for Enterprise VoiceAn agent can belong to multiple Agent Groups even if the Agent Groups live in different pools
Deploying RGS
RGS is deployed by default for both OCS Standard and Enterprise editions
Deploying RGS: Speech Packs
Speech Language packs (used for TTS and SR)By default, only US-English installed; 12 available languagesInstall more language packs on every front end server
After installing, run rgslang.exe from ResKit to sync registry & WMI so that RGS picks up the new languages, then restart RGSGet packs from DVD, or download them; name is “Microsoft Office Communications Server 2007 R2 UCMA 2.0 Speech Language Packs”
TechNet article link: http://technet.microsoft.com/en-us/library/dd441219.aspx
Managing RGS or displaying OC Tab in different language than OCS installation language
Download “OCS 2007 R2 Response Group Service Language Pack”
Questions so far?
We’ve covered:What RGS isHow RGS can be usedRGS componentsRGS deployment
Still to come:Management & demoClient and Agent ExperienceReportingTips & Tricks
Managing RGS - Overview
Agents
Agent groups
QueuesResponse Group contacts
Response Groups
Managing RGS
Agents, Agent Groups, Queues
Managed with the MMC snap-in, which installs as part of OCS Admin Tools
Response GroupsManaged with your web browser @ RGS webpageCan get to this from MMC, or directly via URLhttps://srv/Rgs/Deploy/Default.aspx
Managing RGS, Contact Objects
Contact objects (for Response Groups)Created using the RGSCot.exe which is installed as part of the Administrative ToolsLives in C:\Program Files\Common Files\Microsoft Office Communications Server 2007 R2
Creating your first Response Groupdemo
What Client should Agents use?Agent Group type Recommended Agent ClientsInformal (no sign-in to Agent Groups required)
Office Communicator or Attendant Console recommended.
Otherwise OC Phone Edition is supported; Communicator Mobile Edition not supported.
Formal (sign-in to Agent Groups required)
Office Communicator required for sign-in (unless you build your own web-service consumer to handle sign-in)
Communicator - Configuring Agents
In order to allow user agents to sign in and out of formal groups you must configure a custom tab in OC
Push it down to clients via Group Policy: URL to tab XML fileThe tab points to the RGS sign-in page (pre-built)
Communicator Tab definition (XML) example:<?xml version="1.0"?><tabdata> <tab> <image>https://ocs02.df.int/rtcbranding/RgsOcTab.png</image> <name>Response Group Tab</name> <tooltip>Response Group Tab</tooltip> <userid>true</userid> <contenturl>https://ocs03.df.int/rgs/clients/Tab.aspx</contenturl> <contactid>false</contactid> </tab></tabdata>
Communicator - Configuring Agents
Any sites specified in tabs.xml file must be listed in trusted sites section in IE to avoid having to enter extra username and password
Required because the pool URL is not already listed in the local Intranet Site
Communicator - Agent Experience
As an agent of Response Group “Ask.Astana”:
Communicator - Calling a RG
In Office Communicator, looking at “Benefits Bot” (a Response Group)
Reporting
Install ArchiverCDRReporter ResKit toolRGS data is stored in the CDR database along with all other CDR calls. Each call to a Response Group will generate three dialogs in the CDR database
Dialog 1 - The caller calls RGSDialog 2 - RGS calls the agent Dialog 3 - RGS connects the agent to the caller
Report entry “Wait time of call” = Dialog 1Report entry “Length of call” = Dialog 2+3
Tips and Tricks
If you are trying to access the RGS webpage as a domain admin be sure to add your account to the RTCUniversalServerAdmins group RGS manager role does not have access to manage QueuesChanges made to Response Groups take a few minutes to take effectDeactivating RGS causes its COs to be deletedThere is a ResKit tool to export/import Response Groups (including COs)
Key Takeaways
RGS should be used as a departmental ACD solutionYou’ve probably already deployed RGSYou probably need to install more speech packs (don’t forget to run rgslang.exe)Create the components in this order: agents, agent groups, queues, COs, response groupsPut the OC tab XML file on a fileshare and push it out to Office Communicator with a GPO
question & answer
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Feature Overview of RGS 2007 R2
• IVR (Interactive Voice Response) - Input: DTMF or SR - Playback: .wav or TTS - SR/TTS supported in 10 languages
• Call queuing - Music on hold - Queue time out / queue overflow action on first call/last call: route to PSTN, other queue, SIP URI or VoiceMail
• Routing - Serial, parallel, longest idle, round robin
• Presence - Icon in OC representing a Response Group
• Workflow templates - Basic & advanced hunt group - Simple Q&A and advanced Q&A
• End user managed settings on hunt groups
• Agent side - Call context on incoming call (options selected by caller during the IVR) - Ring time out configured by admin
• Agent groups - Distribution Group - Custom admin defined group
• Basic CDRs
Response Group Service ComponentsApplication Server: The Response Group Service is one of the applications that are hosted on the Application Server. The Application Server is installed automatically during Office Communications Server deployment. Language pack: A language pack is required to support text-to-speech and speech recognition in Interactive Voice Response. The language pack is installed as part of the Office Communications Server deployment. Administrative tools: The Office Communications Server 2007 R2 Response Group Administration Snap-in is available in the Office Communications Server Administrative Tools package.Web Components Server: The Response Group Configuration Tool, which is a Web-based tool that is used to create and manage workflows, is installed with the Web Components Server.Internet Information Services: Internet Information Services (IIS) is required to support the Response Group Configuration Tool and the agents’ sign in/out functionality.Microsoft® Office Communicator 2007 R2: Microsoft® Office Communicator 2007 R2 is required if you have agent groups that are configured to require agents to sign in and out. In this situation, the agents use a custom tab on the Office Communicator 2007 R2 client to sign in and out
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Administering Response Groups
Supported Operating Systems for Web Configuration tool:
Not listed: IE8 (supported)
Microsoft Internet Explorer® 6 with SP2
Microsoft Internet Explorer 7
Mozilla Firefox 3.0.x
Windows® XP with SP2
X X X
Windows Server® 2003 with SP2
X X X
Windows Vista® X XWindows Server® 2008
X X
Mac OS X 10.5.2 X