Deploying Response Group Clients
Topic Last Modified: 2009-01-23
There are three types of Response Group users: callers, informal agents, and formal agents. This section describes the supported clients for each of the Response Group end users.
Callers can call a workflow by using a standard telephone over the public switched telephone network (PSTN), a Microsoft Office Communicator Phone Edition device, Microsoft Office Communicator 2007 R2 Attendant, Microsoft Office Communicator 2007, or Microsoft Office Communicator 2007 R2.
For Office Communicator 2007 to coexist with Office Communications Server 2007 R2, you need to apply the latest update rollup package for Office Communicator 2007. For the latest update rollup package, see Microsoft Knowledge Base article 957465, "Description of the Communicator 2007 hotfix rollup package: December 19, 2008," at https://go.microsoft.com/fwlink/?LinkId=128254.
Agents are users who receive calls routed to them from the Response Group Service. An agent must be in the Response Group Service list of agents and be assigned to agent groups. For details, see Creating an Agent and Creating an Agent Group. There are two types of agents: informal agents and formal agents.
Informal agents do not sign in and out of groups. They are automatically signed in to their groups when they sign in to Office Communications Server. Informal agents can receive calls by using Office Communicator 2007 R2 Attendant or Office Communicator 2007 R2.
Formal agents are agents that have been assigned to an agent group that requires them to sign in and out. Formal agents must be signed in to the group before they can receive calls routed to the group. To sign in and out of a group, formal agents must use an Office Communicator 2007 R2 client that has a custom tab configured. For details on configuring a custom tab, see Configuring the Response Group Tab.