Category Archives: Response Groups

Automatic Australian Holiday Rulesets for Response Group Service

New-CSRgsAustralianHolidayList.ps1 Update 5/11/2018 Released Version 2.3 to fix an an issue with single pool selection using the ISE and add last run reminders About the tool This is a script that adds/maintains the relevant Australian Holidays to your Skype4B  / Lync environment for the next 12 months based on data available from the Australian Government Website. I… Read More »

Infographic: User Status and Response Group Routing Methods

I figured I’d create this one as reading through the MS TechNet documentation on the matter can be a little time consuming and the wording can get confusing The only routing method that allows calls to come in when “not green” is Attendant. There is a little bit of flexibility when “Inactive” (5-10 minutes idle)… Read More »

Announcement: New version of my Australian Response Group Holiday Rules, Now fully automatic every year!

I’ve finally finished it! After my last script for 2106/2017 I decided to make a fully automatic Australian Response Group holiday sets for 2018 and beyond. I had planned to release a 2017/2018 version in October.. and after actually writing it all. I figured it would be heaps more reliable to use a proper Government… Read More »

Find Low or Empty RGS Response groups Script

I recently has a requirement to filter through a customer’s 200 odd RGS Groups to find areas that had little or no agents assigned causing a high abandoned rate of calls. I knocked something quick and nasty together in the ISE at the time, but thanks to someone digging through our phone lines at home… Read More »

Response Group Transfers to External Numbers Fail when being diverted by a thrid party

I’m not going to do my usual detailed write up on this one just figuring this might help someone Googleing, But I recently had to look into an issue for a customer who had another intergrator build thie Skype4B platform and all worked well. The issue was that when a call came from an external… Read More »

Transferring calls to a Response Group fails when using the Lync Attendant

The Issue So, you have just setup your receptionist with the Lync Attendant console as part of your deployment. Now tickets are coming in advising that when the Receptionist transfers calls to Lync Queues, the calls fail. The Lync 2010 attendant includes a feature known as “Safe Transfer” in that if the recipient of the… Read More »