Response Groups

--Lync response group strategie: Longest idle— The call is routed to the agent who has had a presence status of Available the longest without taking a call. For example, if three agents are part of the agent group and one agent is Busy while two are Available, the call is routed to the user with the Available presence the longest.

--Lync response group strategie: Parallel— Rings all agents at the same time. The agent who accepts the call first is placed in a conversation with the caller.

--Lync response group strategie: Round Robin— Call requests are evenly sent to agents. Assuming three agents exist, the first call goes to Agent A, the second to Agent B, and the third to Agent C. The fourth call rings Agent A again.

--Lync response group strategie: Serial— Calls are sent to agents in the order defined in the agent list. Assuming three agents exist, the first call goes to Agent A. The next call again attempts to ring Agent A, and if Agent A is unavailable, the call then goes to Agent B. The difference from round robin distribution is that the next call will follow the same order, starting with Agent A again.

--Lync response group strategie: Attendant— Calls are routed to all agents just as in parallel fashion, but includes agents who are busy or currently in a call. Calls are not routed to agents with a status of Do Not Disturb.