Skype for business group messaging windows#
You can enter IVR questions using text-to-speech or a wave (.wav) or Windows Media audio (.wma) file. The Response Group application offers speech recognition and text-to-speech capabilities in 26 languages. The IVR questions and the caller's responses are provided to the responding agent who accepts the call, providing valuable information to the agent.
Depending on the caller's response, the caller either hears a follow-up question, or is routed to the appropriate queue. Question-and-answer pairs determine which queue to use. You can use interactive voice response (IVR) to obtain information from callers and direct the call to the appropriate queue. At the command line, type: $workflowHG = New-CsRgsWorkflow -Parent -Name "" -PrimaryUri "" įor example: $workflowHG = New-CsRgsWorkflow -Parent $serviceID -Name "Human Resources" -Description "Human Resources workflow" -PrimaryUri -LineUri "TEL:+14255551219" -DisplayNumber "555-1219" -Active $true -Anonymous $true -DefaultAction $actionWM -EnabledForFederation $false -Managed $true -ManagersByUri details about additional optional parameters, see New-CsRgsWorkflow or Set-CsRgsWorkflow To modify a workflow, use Set-CsRgsWorkflow. To create a workflow, use New-CsRgsWorkflow. At the command, run: $serviceId = "service:" + (Get-CsService | ?).ServiceId Ĭreate or modify the workflow. Retrieve the service name for the Lync Server Response Group service and assign it to a variable. For details, see New-CsRgsPrompt and New-CsRgsCallAction.
If you want to have prompts for calls that are received out of business hours or on holidays, use the New-CsRgsPrompt cmdlet to define the prompt, and use the New-CsRgsCallAction to define the action to be taken after the prompt. For details, see (Optional) Define Response Group business hours in Skype for Business and (Optional) Define Response Group holiday sets in Skype for Business. If you want to define business hours and holidays, you need to create them before you create or modify the workflow. It is not required for inactive workflows.įor example: $actionWM = New-CsRgsCallAction -Prompt $promptWM -Action TransferToQueue -QueueID $qid.Identity This parameter is required for active workflows. Click Upload to load the audio file.įor hunt group workflows, the default action must direct the call to a queue. In the new browser window, click Browse, select the file that you want to use, and then click Open. If you want to upload a new audio file, click the a music file link. To use an audio file recording for the music on hold, click Select a music file. To use the default music-on-hold recording, click Use default. Under Step 7 Configure Music on Hold, choose the music you want callers to listen to while waiting for an agent by doing one of the following: Under Step 6 Configure a Queue, in Select the queue that will receive the calls, select the queue that you want to hold callers until an agent becomes available. Under Step 5 Specify Your Holidays, click the check boxes for one or more sets of holidays that define the days when the response group is closed for business. The format for the telephone number is (for example, The domain name is used to route the caller to the correct destination. To forward the call to another telephone number, click Forward to telephone number, and then type the telephone number. The format for the voice mail address is (for example, forward the call to another user, click Forward to SIP URI, and then type a user address. To forward the call to voice mail, click Forward to voice mail, and then type the voice mail address.
To disconnect the call, click Disconnect Call.
Skype for business group messaging how to#
Specify how to handle calls after the message is played (if a message is configured): For details about supported audio file formats, see Technical Requirements for Response Groups. All user-provided audio files must meet certain requirements.
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