OCS 2007 R2 Deploying Response Group Service

Document Sample
OCS 2007 R2 Deploying Response Group Service Powered By Docstoc
					Microsoft Office Communications
Server 2007 R2

Deploying the Response Group Service


Published: May 2009
Updated: July 2009




For the most up-to-date version of the Deploying the Response Group Service documentation
and the complete set of the Microsoft® Office Communications Server 2007 R2 online
documentation, see the Office Communications Server TechNet Library at
http://go.microsoft.com/fwlink/?LinkID=132106.

Note:
   In order to find topics that are referenced by this document but not contained within it,
   search for the topic title in the TechNet library at
   http://go.microsoft.com/fwlink/?LinkID=132106.




                                                                                               1
Information in this document, including URL and other Internet Web site references, is subject to
change without notice. Unless otherwise noted, the companies, organizations, products, domain
names, e-mail addresses, logos, people, places, and events depicted in examples herein are
fictitious. No association with any real company, organization, product, domain name, e-mail
address, logo, person, place, or event is intended or should be inferred. Complying with all
applicable copyright laws is the responsibility of the user. Without limiting the rights under
copyright, no part of this document may be reproduced, stored in or introduced into a retrieval
system, or transmitted in any form or by any means (electronic, mechanical, photocopying,
recording, or otherwise), or for any purpose, without the express written permission of Microsoft
Corporation.
Microsoft may have patents, patent applications, trademarks, copyrights, or other intellectual
property rights covering subject matter in this document. Except as expressly provided in any
written license agreement from Microsoft, the furnishing of this document does not give you any
license to these patents, trademarks, copyrights, or other intellectual property.
© 2009 Microsoft Corporation. All rights reserved.
Microsoft, Active Directory, ActiveX, Excel, Hyper-V, Internet Explorer, MSN, MSDN, OneNote,
Outlook, PowerPoint, RoundTable, SharePoint, SQL Server, Visio, Visual Basic, Visual C++,
Visual J#, Visual Studio, Windows, Windows Live, Windows Media, Windows Mobile, Windows
NT, Windows PowerShell, Windows Server, and Windows Vista are trademarks of the Microsoft
group of companies.
All other trademarks are property of their respective owners.




                                                                                                  2
Contents
Deploying the Response Group Service for Office Communications Server 2007 R2 ................... 5

Configuring the Response Group Service ....................................................................................... 5
 Creating an Agent ........................................................................................................................ 6
   Security ..................................................................................................................................... 6
 Creating an Agent Group ............................................................................................................. 6
 Creating a Queue ......................................................................................................................... 8
 Creating a Holiday Set ............................................................................................................... 10
 Installing Language Packs ......................................................................................................... 11
   Installing a Language Pack ..................................................................................................... 11
   Registering the Language Pack .............................................................................................. 11
   Restarting the Response Group Service Application ............................................................. 12

Creating Workflows........................................................................................................................ 12
  Creating a Contact Object .......................................................................................................... 13
  Requirements for the Response Group Configuration Tool ....................................................... 14
  Creating a Workflow ................................................................................................................... 15
    Creating a Basic Hunt Group Workflow .................................................................................. 16
    Creating an Enhanced Hunt Group Workflow ........................................................................ 18
    Creating a One-Level Interactive Workflow ............................................................................ 22
    Creating a Two-Level Interactive Workflow ............................................................................ 26
    Designing Call Flows By Using Interactive Voice Response .................................................. 30
      Overview of the IVR Features ............................................................................................. 30
      Working with Speech Technologies .................................................................................... 31
      IVR Design Examples ......................................................................................................... 31
      Best Practices ...................................................................................................................... 32
    WAV File Requirements ......................................................................................................... 33
      Supported File Formats ....................................................................................................... 33
  RGSCOT.exe Command-line Options ....................................................................................... 34
    Syntax ..................................................................................................................................... 34
    Commands.............................................................................................................................. 34
    Command-line Options ........................................................................................................... 35
    Examples ................................................................................................................................ 36

Deploying Response Group Clients .............................................................................................. 36
   Configuring the Response Group Tab .................................................................................... 37
     Custom Tab Definition File .................................................................................................. 38
     Defining the Registry Setting Using Group Policy ............................................................... 38
 Validating Your Deployment ....................................................................................................... 39
   Log On as an Agent ................................................................................................................ 40
   Call the Workflow .................................................................................................................... 40

Appendix: Deploying the Response Group Service ...................................................................... 41

                                                                                                                                                 3
IIS Requirements for Response Group Service ......................................................................... 41
Accounts and Permissions Requirements ................................................................................. 41
   Administrative Credentials ...................................................................................................... 42
   Security Levels ........................................................................................................................ 49
     Exchange UM Security Levels ............................................................................................ 50
   Media Gateway Security ......................................................................................................... 50




                                                                                                                                            4
Deploying the Response Group Service for
Office Communications Server 2007 R2
The Response Group Service enables administrators to create and configure one or more
Response Groups. Response Groups, also referred to as workflows, route and queue incoming
calls to groups of designated agents. When you configure a workflow, you can also specify a
welcome message, provide music on hold, and gather information from the caller by using
Interactive Voice Response.
The Response Group Service is hosted by Microsoft Office Communications Server 2007 R2
Application Server. The Application Server and the Response Group Service are installed by
default when you deploy Office Communications Server 2007 R2. This section explains how to
configure the Response Group Service and how to create workflows.
In This Document
   Configuring the Response Group Service
   Creating Workflows
   Deploying Response Group Clients
   Validating Your Deployment
   Appendix: Deploying the Response Group Service



Configuring the Response Group Service
The Response Group Service routes and queues incoming calls to one or more designated
individuals, who are called agents, according to rules that you specify by creating and configuring
a workflow. A workflow defines the experience of the caller from the time the Response Group
Service answers the call to the time an agent accepts the call.
The workflow routes the call to a specified group of agents. The Response Group Service rings
the list of available agents in a sequence that you specify until an agent answers. If no agent is
available immediately, the workflow places the call in a queue.
In This Section
   Creating an Agent
   Creating an Agent Group
   Creating a Queue
   Creating a Holiday Set
   Installing Language Packs




                                                                                                     5
Creating an Agent
Agents are users who handle incoming calls that are routed to them. To be an agent, a user must
be enabled for Office Communications Server and also enabled for Enterprise Voice. You can
create one or more agents at a time.

Tip:
    The Response Group Service uses a Contact object named the RGS Presence Watcher
    to monitor the presence state of agents. New users might receive a notification that they
    have been added to the contact list of the RGS Presence Watcher when they sign in
    using Office Communicator 2007 or Office Communicator 2007 R2. To avoid this, after
    you enable users for Office Communications Server, wait until they have signed in to the
    server at least one time before you add them to the list of agents.

To create an agent
    1. On a computer where the Office Communications Server 2007 R2 administrative tools
       are installed, log on as a member of the RTCUniversalServerAdmins group.
    2. Click Start, point to Administrative Tools, and then click Office Communications
       Server 2007 R2.
    3. Right-click the name of the server pool, point to Properties, point to Applications, and
       then click Response Group Service Properties.
    4. In the Office Communications Server 2007 R2 Response Group Administration snap-in,
       expand the pool node, right-click Agents, and then click Add agent.
    5. In the Add Agents dialog box, in the User name box, type all or part of a user name, and
       then click Search.
    6. Click one or more users from the search results, and then click Add.

        Note:
            The search results include users who match the search criteria, and are enabled
            for Office Communications Server and Enterprise Voice.


Security
When a call is routed to an agent, the Session Initiation Protocol (SIP) Uniform Resource
Identifier (URI) of the agent is visible to the caller.


Creating an Agent Group
When you create an agent group, you select the agents that are assigned to the group and
specify additional group settings, such as the routing method and whether an agent can sign in to
and out of the group.
An agent who must sign in and out of the group, which is different from signing in or out of Office
Communications Server, is called a formal agent. Formal agents must be signed in to the group

                                                                                                      6
before they can receive calls routed to the group. This can be useful for agents who answer calls
from the group on a part-time basis. Formal agents sign in and out of their groups using an Office
Communicator custom tab. For details about the custom tab, see Configuring the Response
Group Tab in the Deploying the Response Group Service documentation.
An agent who does not sign in or out of the group is called an informal agent. Informal agents are
automatically signed in to the group when they sign in to Office Communications Server.

To create an agent group
    1. On a computer where the Office Communications Server administrative tools are
       installed, log on as a member of the RTCUniversalServerAdmins group.
    2. Click Start, point to Administrative Tools, and then click Office Communications
       Server 2007 R2.
    3. Right-click the name of the server pool, point to Properties, point to Applications, and
       then click Response Group Service Properties.
    4. In the Office Communications Server 2007 R2 Response Group Administration snap-in,
       expand the pool node, right-click Groups, and then click New group.
    5. On the General tab, in the Name box, type a name for the group.
    6. Click the Policies tab.
    7. Under Agent participation policy, do one of the following to set up the sign-in behavior
       for the group:
           To specify that agents in the group cannot sign in and out of the group, click
             Informal. Agents are automatically signed in to the group when they sign in to Office
             Communications Server.
           To specify that agents in the group must sign in and out of the group, click Formal.
             When you select this option, agents sign in and out of the group using an Office
             Communicator custom tab. For details about the custom tab, see Configuring the
             Response Group Tab in the Deploying the Response Group Service documentation.
           To specify that calls cannot be routed to this agent group, click Not active.
    8. In the Agent alert time (seconds) box, specify how long to ring an agent before offering
       the call to the next available agent (the default is 20 seconds).
    9. Under Routing method, specify how calls are routed to agents in the group as follows:
           To offer a new call first to the agent who has been idle the longest, click Longest
             idle.
           To offer a new call to all available agents at the same time, click Parallel. The call is
             sent to the first agent who accepts it.
           To offer a new call to each agent in turn, click Round robin.
           To always offer a new call to the agents in the order in which they are listed on the
             Agents tab, click Serial.
    10. On the Agents tab, specify how you want to create your agents list:


                                                                                                         7
           To use a Microsoft Exchange Server distribution list, click Use an existing email
             distribution list, and then type the e-mail address of the distribution list (for
             example, NetworkSupport@contoso.com).

             Note
    If you use an e-mail distribution list, you are subject to the following constraints:
           To use a custom list of agents, click Define a custom group of agents. In the
             Available Agents box, select one or more agents from the list, and then click Add.

             Note:
                 If the group is using either round robin or serial routing, on the Agents tab,
                 arrange the agents in the order that you want them to be offered calls. To
                 change the order of the agents in the list, in the Agents assigned box, click
                 an agent, and then click the up arrow or down arrow button.
    11. Click OK.



Creating a Queue
Queues hold callers until an agent answers the call. When the Response Group Service searches
for an available agent, it searches agent groups in the order that you list them. You can select the
agent groups that are assigned to the queue and specify queue behavior, such as limiting the
number of calls that the queue can hold and the period of time that an agent’s telephone rings
before the call is passed to another agent.

To create a queue
    1. On a computer where the Office Communications Server 2007 R2 administrative tools
       are installed, log on as a member of the RTCUniversalServerAdmins group.
    2. Click Start, point to Administrative Tools, and then click Office Communications
       Server 2007 R2.
    3. Right-click the name of the server pool, point to Properties, point to Applications, and
       then click Response Group Service Properties.
    4. In the Office Communications Server 2007 R2 Response Group Administration snap-in,
       expand the pool node, right-click the Queues folder, and then click New queue.
    5. On the General tab, in the Name box, type a name for the queue.
    6. Click the Groups tab.
    7. To add one or more agent groups to the queue, in the Available Groups box, click the
       group or groups that you want to add, and then click Add.

        Note:
             The group order is used when the server searches for an available agent in the
             queue. That is, the first group in the list is searched first, followed by the second
             group in the list, and so on. To change the order in which the groups are listed, in

                                                                                                     8
         the Selected Groups box, click a group, and then click the up arrow or down
         arrow button.
8. To specify the maximum period of time that a caller will wait to be connected to an
   available agent before they are forwarded to another destination, click the Time Out tab,
   and then do the following:
    a. Clear the Never time out the call check box.
    b. In the Time out period (seconds) box, specify the time out period.
    c.   Specify what to do when a call times out as follows:
       To forward the call to voice mail, click Voice mail, and then type a voice mail address
         in the format username@domainname (for example, bob@contoso.com).
       To forward the call to another user, click SIP URI, and then type the URI for the user
         in the format username@domainname.
       To forward the call to another telephone number, click Telephone number, and then
         type the telephone number in the format number@domainname (for example,
         +14255550121@contoso.com).
       To forward the call to another queue, click Another queue, and then click the queue
         that you want to use.
9. To specify the maximum number of calls that the queue can hold, click the Overflow tab,
   and then do the following:
    a. Clear the No overflow check box.
    b. In the Maximum number of calls box, specify the maximum number of calls that you
       want the queue to hold.
    c.   To specify which call to forward when the queue is full, click the Forward the box
         and select either Oldest Call or Newest Call.
    d. Specify what to do when the overflow threshold is met as follows:
       To forward the call to voice mail, click Voice mail, and then type a voice mail address
         in the format username@domainname (for example, bob@contoso.com).
       To forward the call to another user, click SIP URI, and then type the URI for the user
         in the format username@domainname.
       To forward the call to another telephone number, click Number, and then type the
         telephone number in the format number@domainname (for example,
         +14255550121@contoso.com).
       To forward the call to another queue, click Another queue, and then click the queue
         that you want to use.
10. Click OK.




                                                                                                  9
Creating a Holiday Set
Holiday sets are a list of holidays that an administrator can set up for the server pool. The holiday
set contains the open and close times for each holiday in the holiday set. The holiday set hours
override the workflow hours of operation. Enhanced Hunt Group, One-Level Interactive, and Two-
Level Interactive workflows can use a holiday set.

Note:
    You are not required to configure holiday sets to create a Response Group or workflow.

To create a holiday set
    1. On a computer where the Office Communications Server 2007 R2 administrative tools
       are installed, log on as a member of the RTCUniversalServerAdmins group.
    2. Click Start, point to Administrative Tools, and then click Office Communications
       Server 2007 R2.
    3. Right-click the name of the server pool, point to Properties, point to Applications, and
       then click Response Group Service Properties.
    4. In the Office Communications Server 2007 R2 Response Group Administration snap-in,
       right-click the pool, and then click Properties.
    5. To create a new holiday set, click New.
    6. In the New Holiday Set dialog box, type a name for the holiday set, and then click OK.
    7. In the Add holiday area, in the Name box, type the holiday name.
    8. Click the Start box to select the starting date for the holiday, and then click the End box
       to select the ending date for the holiday.
    9. Do one of the following:
           To specify that the workflow will be closed all day for the holiday, select the All day
             event check box.
           To specify the hours that the workflow will be closed for the holiday, set the hours in
             the time portion of the Start and End boxes.

             Note:
                 The holiday start and end times are evaluated using the time zone of the
                 workflow. For example, if the holiday starts at 13:00 and ends at 17:00 and
                 your workflow is in the Eastern Time zone, the holiday begins at 13:00
                 Eastern Time and ends at 17:00 Eastern Time. You set the workflow time
                 zone when you create the workflow.
    10. Click Add.
    11. To add more holidays to the holiday set, repeat steps 7 through 10.
    12. Click OK.




                                                                                                   10
Installing Language Packs
Language packs contain language resources that provide text-to-speech and speech recognition
functionality that is used by the Response Group Service. By default, an English (United States)
language pack is installed when you deploy Office Communications Server 2007 R2. You can
install additional language packs if you require support for another language.
To install a language pack, you must do the following:
   Install the language pack.
   Use RGSLang.exe to register the language pack.
   Restart the Response Group Service application.


Installing a Language Pack
Additional language packs are available in the Microsoft Office Communications Server 2007 R2
CD. The language packs are used for text-to-speech and speech recognition. These speech
technologies are used to configure a welcome message or Interactive Voice Response for
Response Groups.

Note:
     The language pack must be installed on each Front End Server in an Enterprise pool.

Note:
     If you have an East Asian language pack installed, we recommend that you also install
     the files to support East Asian languages. This applies to any computer running Windows
     Server 2003 that needs to access the Response Group Configuration Tool. For details
     about how to enable East Asian language support, see Add Language Support at
     http://go.microsoft.com/fwlink/?LinkId=133793.

To install a language pack
     1. Log on to the Enterprise Edition server or Standard Edition server with an account that is
        a member of the Domain Admins group.
     2. Insert the Microsoft Office Communications Server 2007 R2 CD.
     3. In Windows Explorer, move to the CD drive.
     4. Browse to the Setup\amd64\Setup\Speech folder.
     5. Double-click on the folder that corresponds to the language you want to install and then
        double-click on the msserverspeechlangpack_Language_Culture_ID.msi file.


Registering the Language Pack
The RGSLang.exe utility is an Office Communications Server 2007 R2 Resource Kit tool that you
use to register language packs. The tool compares the registry settings with the language(s) that
are configured in Windows Management Instrumentation (WMI). If there are differences, the tool
updates WMI to match the registry settings.

                                                                                                11
Note:
     Because WMI properties are set at the pool level, you do not need to register the
     language pack on each Front End Server in an Enterprise Edition pool.

To install the Resource Kit Tools
     1. Download the Office Communications Server 2007 R2 Resource Kit Tools from the
        Microsoft Download Center at http://go.microsoft.com/fwlink/?LinkId=132508.
     2. Install the Resource Kit Tools on a server where the Response Group Service is
        installed.

To register the language pack
     1. Log on as a member of the RTCUniversalServerAdmins group to a computer where the
        Office Communications Server 2007 R2 Resource Kit Tools have been installed.
     2. Click Start, click Run, type cmd in the Open box, and then click OK.
     3. At the command prompt, go to the directory that contains the RGSLang.exe utility (the
        default location is %ProgramFiles%\Microsoft Office Communications Server 2007
        R2\ResKit\RGS).
     4. Type RGSLang sync and then press RETURN.


Restarting the Response Group Service Application
You must restart the Response Group Service to implement the language change.

To restart the Response Group Service
     1. Log on to the Enterprise Edition server or Standard Edition server with an account that is
        a member of the RTCUniversalServerAdmins group.
     2. Click Start, and then click Run.
     3. Type services.msc, and then click OK to open the Services snap-in.
     4. Select Office Communications Server Response Group and then click Restart.



Creating Workflows
A workflow defines the behavior of a call from the time the phone rings to the time somebody
answers the call. The workflow can include queue and routing information, as well as interactive
voice response. When you create a workflow, you do the following:
   Create a Contact object by using the RGSCOT.exe command tool. This Contact object is
     later associated with the workflow. A Contact object can be associated with only one
     workflow.



                                                                                                12
   Use the Response Group Configuration Tool to create the workflow. When you create the
     workflow, you can specify the Contact object and queue to use and other settings, such as a
     welcome message, music on hold, business hours, and questions that the Response Group
     Service asks the caller.

Note:
     You must create groups and queues before you create a workflow that uses them.
In This Section
   Creating a Contact Object
   Requirements for the Response Group Configuration Tool
   Creating a Workflow
   RGSCOT.exe Command-line Options


Creating a Contact Object
You can use the RGSCOT.exe command-line utility to create Contact objects in the Active
Directory Domain Services. The Contact object is stored in the container created by Office
Communications Server. After you create a Contact object, you can associate it with a Response
Group, or workflow. A Contact object can be associated with only one workflow. Create a Contact
object for each workflow that you plan to deploy.
The RGSCOT.exe command that you use to create a Contact object has the following format:
RGSCOT /Create /PoolFQDN:<FQDN of pool> /DisplayName:<display name>
/DisplayNumber:<display number> /PrimaryUri:<SIP URI of Contact object>
/LineUri:tel:+<actual line number> /EnabledForFederation:<True|False>


Where:
     PoolFQDN specifies the fully qualified domain name (FQDN) of the pool where the
     Response Group Service is installed.
     DisplayName specifies the name as it is displayed in the client (for example, Office
     Communicator).

     Note:
         If the display name has a space, enclose the name in quotation marks (for example,
         /DisplayName:“Help Desk”).
     DisplayNumber specifies the telephone number as it is displayed in the client. This setting is
     optional.

     Note:
         If the display number has a space, enclose the number in quotation marks (for
         example, /DisplayNumber: “+1 (425) 555-0100”.


                                                                                                 13
   PrimaryUri specifies the Session Initiation Protocol (SIP) Uniform Resource Identifier (URI)
   of the Contact object. After the Contact object is associated with a workflow, this is the URI
   address that is used to reach that workflow. The URI address cannot be modified.
   LineUri specifies the telephone number that is associated with the Contact object. This
   setting is optional.
   EnabledForFederation specifies whether to allow federated users to call the workflow. This
   setting is optional. The default is False.

   Note:
        Agents who are serving a federation-enabled workflow must also be enabled for
        federation. Otherwise, callers can call the Response Group, but agents cannot
        connect to the caller.
The following example creates a Contact object called HR:
RGSCOT /Create /PoolFQDN:ServerA.contoso.com /DisplayName:HR
/DisplayNumber:+14255550100 /PrimaryUri:sip:humanresources@contoso.com
/LineUri:tel:+14255550100


Note:
   This command-line example has been separated into multiple lines for readability. You
   actually type it on one line without breaks at the command line.

To create a Contact object
   1. On a computer where the Office Communications Server 2007 R2 administrative tools
      are installed, log on as a member of the RTCUniversalServerAdmins group.
   2. Click Start, click Run, type cmd in the Open box, and then click OK.
   3. At the command prompt, go to the directory that contains the RGSCOT.exe utility (the
      default location is %ProgramFiles%\Common Files\Microsoft Office Communications
      Server 2007 R2).
   4. Type the complete RGSCOT.exe command with your specific parameters, and then
      press RETURN.



Requirements for the Response Group
Configuration Tool
The Response Group Configuration Tool is a browser-based tool that creates and manages
workflows.

Important:
   The Response Group Configuration Tool is installed with the Web Components Server.
   Depending on how your network is set up, the Web Components Server may be

                                                                                                14
     considered to be in the Internet zone for some client computers. In this case, because the
     Response Group Configuration Tool uses scripting, the default Microsoft Internet
     Explorer settings may prevent the Response Group Configuration Tool from functioning.
     To resolve this issue, add the Response Group Service site (for example, https://server-
     FQDN, where server-FQDN is the fully qualified domain name (FQDN) of the server that
     is running the Response Group Service) to the list of Internet Explorer trusted sites.

Important:
     In some situations, you may not be able to log in to the Response Group Configuration
     Tool from the Front End Server where Response Group Service runs. If this is the case,
     log on to the Response Group Configuration Tool from a different server or from a client
     computer.
The following table lists the combinations of operating systems and Web browsers that are
supported by the Response Group Configuration Tool.

Note:
     32-bit or 64-bit versions of the operating systems are supported.
Table 1. Supported combinations of operating systems and Web browsers


                                  Microsoft Internet Explorer 6     Microsoft Internet Explorer 7
                                  with SP2

Windows Server 2003 with          X                                 X
SP2

Windows Vista with Service                                          X
Pack 1 (SP1)

Windows Server 2008                                                 X




Creating a Workflow
When you create a workflow, you define the caller’s experience from the time the Response
Group Service answers the call to the time that an agent responds. A workflow can include a
welcome message, music on hold, and call routing instructions. A workflow can also include
questions that can help route the call and provide the agent with information to more quickly
respond to the caller’s needs. You can also configure business hours, limit queue size, and
specify how a call is handled if the queue is full.
Predefined templates are provided to make it easy for you to create new workflows. The following
list describes the features available in each of the templates:
   Basic Hunt Group. Routes callers to the specified queue without asking any questions.




                                                                                                    15
   Enhanced Hunt Group. Routes callers to the specified queue without asking any questions.
     Includes a welcome message and music on hold settings, as well as controlling business
     hours when calls will be accepted, and a message to play outside of business hours.
   One-Level Interactive. Routes callers to the specified queue after asking a question that you
     specify. The caller can respond by using the phone keypad or by using interactive voice
     response. Includes a welcome message and music on hold settings, as well as controlling
     business hours when calls will be accepted, and a message to play outside of business
     hours.
   Two-Level Interactive. This template has all the features of the One-Level Interactive
     template, but you can ask two questions. Depending on the response to the first question,
     you can route the call to a queue or ask a second question.

Note:
     Every workflow must be associated with a Contact object. Contact objects are Active
     Directory objects that have a Session Initiation Protocol (SIP) Uniform Resource Identifier
     (URI) address associated with them and are created using the RGSCOT.exe command-
     line tool. Each Contact object can be associated with only one workflow. The Contact
     object must be created before you create the workflow. For details, see Creating a
     Contact Object.
In This Section
   Creating a Basic Hunt Group Workflow
   Creating an Enhanced Hunt Group Workflow
   Creating a One-Level Interactive Workflow
   Creating a Two-Level Interactive Workflow
   Designing Call Flows By Using Interactive Voice Response
   WAV File Requirements


Creating a Basic Hunt Group Workflow
A Basic Hunt Group workflow routes calls to the specified queue. You can designate a manager
for the workflow who can modify the workflow settings.

Note:
     Every workflow must be associated with a Contact object. Contact objects are Active
     Directory objects that have a Session Initiation Protocol (SIP) Uniform Resource Identifier
     (URI) address associated with them and are created using the RGSCOT.exe command-
     line tool. Each Contact object can be associated with only one workflow. You must create
     the Contact object before you create the workflow. For details, see Creating a Contact
     Object.

To create a Basic Hunt Group workflow
     1. On a computer that is in the same forest as the server that is running the Response

                                                                                                   16
    Group Service, log on as a member of the RTCUniversalServerAdmins group.
2. Open a Web browser, and then connect to https://server-
   FQDN/rgs/deploy/default.aspx, where server-FQDN is the fully qualified domain name
   (FQDN) of the server that is running the Response Group Service.
3. Next to Basic Hunt Group, click Create.
4. (Optional) If you do not want the workflow to be deployed, clear the Activate the
   workflow check box.
5. In the Select the address of the group that will receive the calls box, click the
   address of the group that you want to answer calls to the workflow.

    Note:
         Each address is associated with a Contact object. The list includes the
         addresses of all Contact objects that are not already in use.
6. (Optional) In the Description box, type a description for the workflow as you want it to
   appear on the contact card in Office Communicator.
7. Under Step 2 Select a Language, click the language that you want to use for text-to-
   speech.

    Note:
         To select a language, the corresponding language pack must already be installed
         and registered on the server. For details about language packs, see Installing
         Language Packs in the Deploying the Response Group Service documentation.
8. Under Step 3 Configure a Queue or Time Out Actions, click the queue that you want
   to handle calls to the workflow.
9. (Optional) If you want, you can change the time-out settings for the queue as follows:

    Important:
         Changing the time-out settings for a queue affects all workflows that use the
         queue.
    a. If you do not want to specify a time out period (that is, the caller continues to stay on
       hold until an agent accepts the call), select the Never time out the call check box.
    b. To change the time out period, in the Time out period (seconds) box, type the
       maximum period of time that a caller will be placed on hold before the workflow takes
       another action.
    c.   To change the action taken when a call times out, do one of the following:
       To forward the call to voice mail, click Voice mail, and then type the voice mail
         address. The format for the voice mail address is username@domainname (for
         example, bob@contoso.com).
       To forward the call to another user or another telephone number, click SIP URI, and
         then type the user address or telephone number. The format for the user address is
         username@domainname. The format of the telephone number is


                                                                                              17
             number@domainname (for example, +14255550121@contoso.com).
           To forward the caller to another queue, click Another queue, and then select the
             queue from the list.
   10. Under Step 4 Add or Delete Managers, in the Enter the manager name(s) to add box,
       type the names of the users that can modify the settings for this workflow, and then click
       Add.

        Note:
             The format for the names is domain\username (for example, Contoso\Bob).
             Separate multiple names with a semi-colon.

        Note:
             Managers can change settings such as the activation state, description, and the
             queue time out actions.
   11. Click Deploy.




Creating an Enhanced Hunt Group Workflow
An Enhanced Hunt Group workflow routes callers to the specified queue. You can also choose a
welcome message for the workflow, the music to play when users are on hold, and the hours that
the workflow is available. In addition, you can designate a manager for the workflow. A manager
can modify settings such as the description, business hours, and holiday set selection.
You can use a .wav file for some settings, such as the welcome message or the music that is
played when users are on hold. For details about supported .wav file formats, see WAV File
Requirements.

Note:
   Every workflow must be associated with a Contact object. Contact objects are Active
   Directory objects that have a Session Initiation Protocol (SIP) Uniform Resource Identifier
   (URI) address associated with them and are created using the RGSCOT.exe command-
   line tool. Each Contact object can be associated with only one workflow. You must create
   the Contact object before you create the workflow. For details, see Creating a Contact
   Object.

To create an Enhanced Hunt Group workflow
   1. Log on as a member of the RTCUniversalServerAdmins.
   2. Open a Web browser, and then connect to https://server-
      FQDN/rgs/deploy/default.aspx, where server-FQDN is the fully qualified domain name
      (FQDN) of the server that is running the Response Group Service.
   3. Next to the Enhanced Hunt Group template description, click Create.
   4. If you are not ready for users to start calling the workflow, clear the Activate the


                                                                                                 18
    workflow check box.
5. In the Select the address of the group that will receive the calls box, click the
   address of the group that you want to answer calls to the workflow.

    Note:
         Each address is associated with a Contact object. The list includes the
         addresses of all Contact objects that are not already in use.
6. (Optional) In the Description box, type a description for the workflow as you want it to
   appear on the contact card in Office Communicator.
7. Under Step 2 Select a Language, click the language that you want to use for text-to-
   speech.

    Note:
         To select a language, the corresponding language pack must already be installed
         and registered on the server. For details about language packs, see Installing
         Language Packs in the Deploying the Response Group Service documentation.
8. If you want to configure a welcome message, under Step 3 Configure a Welcome
   Message, click the Play a welcome message check box, and then do one of the
   following:
       To enter the welcome message as text, click Use text-to-speech, and then type the
         welcome message in the text box.

         Note:
             You cannot use HTML tags in your text input. If you do this, you will receive
             an error message.
       To use a .wav file recording for the welcome message, click Select a recording. If
         you do not want to use the .wav file that is currently loaded, click the a recording
         link. In the new browser window, click Browse, select the.wav file that you want to
         use, and then click Open. Click Upload to load the .wav file, and then type the
         welcome message in the text box.

         Note:
             All user-provided .wav files must meet certain requirements. For details
             about supported .wav file formats, see WAV File Requirements.
9. Under Step 4 Specify Your Availability, in the Your time zone box, click the time zone
   for the workflow.

    Note:
         The time zone is the time zone where the callers and agents of the workflow
         reside. It is used to calculate the open and close hours. For example, if the
         workflow is configured to use the Eastern Time zone and the workflow is
         scheduled to open at 7:00 and close at 11:00, the open and close times are
         assumed to be 7:00 Eastern Time and 11:00 Eastern Time respectively.

                                                                                                19
10. To define when the workflow is available, in the Preset schedules box, click one of the
    preset schedules, and then modify the hours in the Open and Close boxes as needed.

    Note
        When you click a preset schedule, you fill in the Open and Close boxes with the
        preset schedule hours. You can then modify the schedule hours as needed. The
        hours of operation are in 24-hour format. For example, if your office works a 9-to-5
        work day and closes at noon for lunch, this can be represented as Open 9:00, Close
        12:00, Open 13:00, and Close 17:00.
        If you do not want to use one of the preset schedules, you can leave the Preset
        schedules box blank, and then set the Open and Close settings manually.
11. In the Standard holiday lists section, click the check box next to the holiday set that you
    want to use for the workflow.

    Note:
        Holiday sets are a list of holidays that an administrator can set up for the server
        pool. The holiday set contains the open and close times for each holiday in the
        holiday set. The holiday set hours override the workflow hours of operation. For
        details about holiday sets, see Creating a Holiday Set in the Deploying the
        Response Group Service documentation.
12. If you want to play a message when the office is not open, click the Play a message
    when the workflow is not scheduled to be open check box, and then do the following:
    a. Specify the message to play when the office is closed as follows:
           To enter the message as text, click Use text-to-speech, and then type the
             message in the text box.
        Note:
             You cannot use HTML tags in your text input. If you do this, you will receive an
             error message.
           To use a .wav file recording for the message, click Select a recording. If you do
             not want to use the .wav file that is currently loaded, click the a recording link. In
             the new browser window, click Browse, select the.wav file that you want to use,
             and then click Open. Click Upload to load the .wav file, and then type the
             message in the text box.
        Note:
             All user-provided .wav files must meet certain requirements. For details about
             supported .wav file formats, see WAV File Requirements.
    b. Specify what to do after the message is played:
           To disconnect the call, click Disconnect Call.
           To forward the call to voice mail, click Forward to voice mail, and then type the
             voice mail address. The format for the voice mail address is
             username@domainname (for example, bob@contoso.com).

                                                                                                20
            To forward the call to another user, click Forward to SIP URI, and then type a
              user address. The format for the user address is username@domainname.
            To forward the call to another telephone number, click Forward to telephone
              number, and then enter the telephone number. The format for the telephone
              number is number@domainname (for example, +14255550121@contoso.com).
              The domain name is used to route the caller to the correct destination.
13. Under Step 5 Configure a Queue or Time Out Actions, click the queue that you want
    to handle calls to the workflow.

    Important:
         The time-out settings display the current time-out settings for the queue. You can
         change the time-out settings for the queue, but keep in mind that changing the
         time out settings affects all workflows that use this queue.
14. To change the time-out settings, do the following:
    a. If you do not want to specify a time out period (that is, the caller continues to stay on
       hold until an agent accepts the call), select the Never time out the call check box.
    b. To change the time out period, in the Time out period (seconds) box, type the
       maximum period of time that a caller will wait to be connected to an available agent
       before action is taken.
    c.   To change the action taken when a call times out, do one of the following:
       To forward the caller to voice mail, click Voice mail, and then type the voice mail
         address. The format for the voice mail address is username@domainname (for
         example, bob@contoso.com).
       To forward the call to another user or another telephone number, click SIP URI, and
         then type the user address or telephone number. The format for the user address is
         username@domainname. The format of the telephone number is
         number@domainname (for example, +14255550121@contoso.com).
       To forward the caller to another queue, click Another queue, and then select the
         queue from the list.
15. Under Step 6 Configure Music on Hold, choose what music you want callers to listen to
    while waiting for an agent by doing one of the following:
       To use the default music-on-hold recording, click Use default.
       To use a .wav file recording for the music on hold, click Select a music. If you do not
         want to use the .wav file that is currently loaded, click the a music link. In the new
         browser window, click Browse, select the.wav file that you want to use, and then
         click Open. Click Upload to load the .wav file.

         Note:
              All user provided .wav files must meet certain requirements. For details about
              supported .wav file formats, see WAV File Requirements.
16. Under Step 7 Add or Delete Managers, in the Enter the manager name(s) to add box,

                                                                                               21
        type the names of the users that can modify the settings for this workflow, and then click
        Add.

        Note:
            You must use the domain\username format for the user names (for example,
            Contoso\Bob). Separate multiple names with a semi-colon.

        Note:
            Managers can change settings such as the activation state, description, welcome
            message, music-on-hold, workflow open and close hours, and the queue time out
            actions.
    17. Click Deploy.


Creating a One-Level Interactive Workflow
When you create a One-Level Interactive workflow you can choose a welcome message for the
workflow, the music to play when users are on hold, and the hours that the workflow is available.
A One-Level Interactive workflow routes calls using Interactive Voice Response (IVR). You can
specify a question that callers hear that has two possible answers. Depending on the caller’s
response to the question, the call is routed to the appropriate queue. For details about IVR
design, see Designing Call Flows By Using Interactive Voice Response.
You can use a .wav file for some settings, such as the welcome message or the music that is
played when users are on hold. For details about supported .wav file formats, see WAV File
Requirements.

Note:
    Every workflow must be associated with a Contact object. Contact objects are Active
    Directory objects that have a Session Initiation Protocol (SIP) Uniform Resource Identifier
    (URI) address associated with them and are created using the RGSCOT.exe command-
    line tool. Each Contact object can be associated with only one workflow. You must create
    the Contact object before you create the workflow. For details, see Creating a Contact
    Object.

To create a One-Level Interactive workflow
    1. Log on as a member of the RTCUniversalServerAdmins.
    2. Open a Web browser, and then connect to https://server-
       FQDN/rgs/deploy/default.aspx where server-FQDN is the fully qualified domain name
       (FQDN) of the server that is running the Response Group Service.
    3. Next to the One-Level Interactive Template description, click Create.
    4. (Optional) If you are not ready for users to start calling the workflow, clear the Activate
       the workflow check box.
    5. In the Select the address of the group that will receive the calls box, click the
       address of the group that you want to answer calls to the workflow.

                                                                                                     22
    Note:
         Each address is associated with a Contact object. The list includes the
         addresses of all Contact objects that are not already in use.
6. (Optional) In the Description box, type a description for the workflow that you want to
   appear on the Office Communicator contact card.
7. Under Step 2 Select your Language, click the language that you want to use for text-to-
   speech and speech recognition.

    Note:
         To select a language, the corresponding language pack must already be installed
         and registered on the server. For details about language packs, see Installing
         Language Packs in the Deploying the Response Group Service documentation.
8. If you want to set a welcome message, under Step 3 Configure a Welcome Message,
   click the Play a welcome message check box, and then do one of the following:
       To enter the welcome message as text, click Use text-to-speech, and then type the
         welcome message in the text box.

         Note:
             You cannot use HTML tags in your text input. If you do this, you will receive
             an error message.
       To use a .wav file recording for the welcome message, click Select a recording. If
         you do not want to use the file that is currently loaded, click the a recording link. In
         the new browser window, click Browse, select the.wav file that you want to use, and
         then click Open. Click Upload to load the .wav file, and then type the welcome
         message in the text box.

         Note:
             All user-provided .wav files must meet certain requirements. For details
             about supported .wav file formats, see WAV File Requirements.
9. Under Step 4 Specify Your Availability, in the Your time zone box, click the time zone
   of the workflow.

    Note:
         The time zone is the time zone where the callers and agents of the workflow
         reside. It is used to calculate the open and close hours. For example, if the
         workflow is configured to use the Eastern Time zone and the workflow is
         scheduled to open at 7:00 and close at 11:00, the open and close times are
         assumed to be 7:00 Eastern Time and 11:00 Eastern Time respectively.
10. To define when the workflow is available, in the Preset schedules box, click one of the
    preset schedules, and then modify the hours in the Open and Close boxes as needed.

    Note
         When you click a preset schedule, you fill in the Open and Close boxes with the

                                                                                               23
        preset schedule hours. You can then modify the schedule hours as needed. The
        hours of operation are in 24-hour format. For example, if your office works a 9-to-5
        work day and closes at noon for lunch, this can be represented as Open 9:00, Close
        12:00, Open 13:00, and Close 17:00.
        If you do not want to use one of the preset schedules, you can leave the Preset
        schedules box blank, and then set the Open and Close settings manually.
11. In the Standard holiday lists section, click the check box next to the holiday set that you
    want to use for the workflow.

    Note:
        Holiday sets are a list of holidays that an administrator can set up for the server
        pool. The holiday set contains the open and close times for each holiday in the
        holiday set. The holiday set hours override the workflow hours of operation. For
        details about holiday sets, see Creating a Holiday Set.
12. If you want to play a message when the office is not open, click the Play a message
    when the workflow is not scheduled to be open check box, and then do the following:
    a. Specify the message to play when the office is closed as follows:
           To enter the message as text, click Use text-to-speech, and then type the
             message in the text box.
             Note:
                 You cannot use HTML tags in your text input. If you do this, you will receive
                 an error message.
           To use a .wav file recording for the message, click Select a recording. If you do
             not want to use the file that is currently loaded, click the a recording link. In the
             new browser window, click Browse, select the.wav file that you want to use, and
             then click Open. Click Upload to load the .wav file, and then type the message in
             the text box.
             Note:
                 All user-provided .wav files must meet certain requirements. For details
                 about supported .wav file formats, see WAV File Requirements.
    b. Specify what to do after the message is played:
           To disconnect the call, click Disconnect call.
           To forward the call to voice mail, click Forward to voice mail, and then type the
             voice mail address. The format for the voice mail address is
             username@domainname (for example, bob@contoso.com).
           To forward the call to another user, click Forward to SIP URI, and then type the
             address of the user. The format for the user address is username@domainname.
           To forward the call to another telephone number, click Forward to telephone
             number, and then type the telephone number. The format for the telephone
             number is number@domainname (for example, +14255550121@contoso.com).


                                                                                               24
13. Under Step 5 Configure Music on Hold, choose what music you want callers to listen to
    while waiting for an agent by doing one of the following:
       To use the default music on-hold recording, click Use default.
       To use a .wav file recording for the on-hold music, click Select a music. If you do not
         want to use the file that is currently loaded, click the a music link. In the new browser
         window, click Browse, select the.wav file that you want to use, and then click Open.
         Click Upload to load the .wav file.

         Note:
             All user-provided .wav files must meet certain requirements. For details
             about supported .wav file formats, see WAV File Requirements.
14. Under Step 6 Configure Interactive Voice Response, in the Question section, specify
    the question to ask callers as follows:
       To enter the question in text format, click Use text-to-speech, and type the question
         in the text box. The question is converted using text-to-speech technology.

         Note:
             You cannot use HTML tags in your text input. If you do this, you will receive
             an error message.

         Note:
             The “#” symbol is translated by the text-to-speech engine as the word
             “number”. If you need to refer to the # key, you should use the key name,
             rather than the symbol, in your prompt. For example, To talk to sales, press
             the pound key.
       To use a prerecorded .wav file that contains the question, click Select a recording,
         and then click the a recording link. In the new browser window, click Browse, select
         the.wav file, and then click Open. Click Upload to load the file, and then type the
         question in the text box (this enables the question, and the caller’s response, to be
         forwarded to the responding agent).

         Note:
             All user-provided .wav files must meet certain requirements. For details
             about supported .wav file formats, see WAV File Requirements.
15. Under Response 1, specify the first possible answer to the question by doing the
    following:

    Note:
         You can choose to allow callers to answer using speech, keypad input, or both.
       If you want to allow the caller to respond using speech, enter the answer in the Enter
         a voice response box.
       If you want to allow the caller to respond by pressing a keypad, in the Digit box, click
         the keypad digit.

                                                                                               25
    16. In the Select a queue box, click the queue that you want to send the caller to.
    17. Under Response 2, repeat steps 15 and 16 to specify the second possible answer to the
        question.
    18. Click Deploy.




Creating a Two-Level Interactive Workflow
When you create a Two-Level Interactive workflow you can choose a welcome message for the
workflow, the music to play when users are on hold, and the hours that the workflow is available.
A Two-Level Interactive workflow routes calls using Interactive Voice Response (IVR). It supports
two levels of questions. You can ask callers a question, which has four possible answers.
Depending on the caller's response to the question, you can route the caller to a queue, or ask a
second question. The second question can also have up to four possible answers. Depending on
the caller's answer to the second-level question, the caller is routed to the appropriate queue. For
details about IVR design, see Designing Call Flows By Using Interactive Voice Response.
You can use a .wav file for some settings, such as the welcome message or the music that is
played when users are on hold. For details about supported .wav file formats, see WAV File
Requirements.

Note:
    Every workflow must be associated with a Contact object. Contact objects are Active
    Directory objects that have a Session Initiation Protocol (SIP) Uniform Resource Identifier
    (URI) address associated with them and are created using the RGSCOT.exe command-
    line tool. Each Contact object can be associated with only one workflow. You must create
    the Contact object before you create the workflow. For details, see Creating a Contact
    Object.

To create a Two-Level Interactive workflow
    1. Log on as a member of the RTCUniversalServerAdmins.
    2. Open a Web browser, and then connect to https://server-
       FQDN/rgs/deploy/default.aspx where server-FQDN is the fully qualified domain name
       (FQDN) of the server that is running the Response Group Service.
    3. Next to the Two-Level Interactive Template description, click Create.
    4. (Optional) If you are not ready for users to start calling the workflow, clear the Activate
       the workflow check box.
    5. In the Select the address of the group that will receive the calls box, click the
       address of the group that you want to answer calls to the workflow.

        Note:
            Each address is associated with a Contact object. The list includes the
            addresses of all Contact objects that are not already in use.

                                                                                                     26
6. (Optional) In the Description box, type a description for the workflow that you want to
   appear on the Office Communicator contact card.
7. Under Step 2 Select a Language, click the language to use for text-to-speech and
   speech recognition.

    Note:
         To select a language, the corresponding language pack must already be installed
         and registered on the server. For details about language packs, see Installing
         Language Packs in the Deploying the Response Group Service documentation.
8. If you want to set a welcome message, under Step 3 Configure a Welcome Message
   section, click the Play a welcome message check box, and then do one of the following:
       To enter the welcome message as text, click Use text-to-speech, and then type the
         welcome message in the text box.

         Note:
             You cannot use HTML tags in your text input. If you do this, you will receive
             an error message
       To use a .wav file recording for the welcome message, click Select a recording. If
         you do not want to use the file that is currently loaded, click the a recording link. In
         the new browser window, click Browse, select the.wav file that you want to use, and
         then click Open. Click Upload to load the .wav file, and then type the welcome
         message in the text box.

         Note:
             All user-provided .wav files must meet certain requirements. For details
             about supported .wav file formats, see WAV File Requirements.
9. Under Step 4 Specify Your Availability, in the Your time zone box, click the time zone
   of the workflow.

    Note:
         The time zone is the time zone where the callers and agents of the workflow
         reside. It is used to calculate the open and close hours. For example, if the
         workflow is configured to use the Eastern Time zone and the workflow is
         scheduled to open at 7:00 and close at 11:00, the open and close times are
         assumed to be 7:00 Eastern Time and 11:00 Eastern Time respectively.
10. To define when the workflow is available, in the Preset schedules box, click one of the
    preset schedules, and then modify the hours in the Open and Close boxes as needed.

    Note
         When you click a preset schedule, you fill in the Open and Close boxes with the
         preset schedule hours. You can then modify the schedule hours as needed. The
         hours of operation are in 24-hour format. For example, if your office works a 9-to-5
         work day and closes at noon for lunch, this can be represented as Open 9:00, Close


                                                                                               27
        12:00, Open 13:00, and Close 17:00.
        If you do not want to use one of the preset schedules, you can leave the Preset
        schedules box blank, and then set the Open and Close settings manually.
11. In the Standard holiday lists section, click the check box next to the holiday set that you
    want to use for the workflow.

    Note:
        Holiday sets are a list of holidays that an administrator can set up for the server
        pool. The holiday set contains the open and close times for each holiday in the
        holiday set. The holiday set hours override the workflow hours of operation. For
        details about holiday sets, see Creating a Holiday Set in the Deploying the
        Response Group Service documentation.
12. If you want to play a message when the office is not open, click the Play a message
    when the workflow is not scheduled to be open check box, and then do the following:
    a. Specify the message to play when the office is closed:
           To enter the message as text, click Use text-to-speech, and then type the
             message in the text box.
             Note:
                 You cannot use HTML tags in your text input. If you do this, you will receive
                 an error message.
           To use a .wav file recording for the message, click Select a recording. If you do
             not want to use the file that is currently loaded, click the a recording link. In the
             new browser window, click Browse, select the.wav file that you want to use, and
             then click Open. Click Upload to load the .wav file, and then type the message in
             the text box.
             Note:
                 All user-provided .wav files must meet certain requirements. For details
                 about supported .wav file formats, see WAV File Requirements.
    b. Specify what to do after the message is played:
           To disconnect the call, click Disconnect call.
           To forward the call to voice mail, click Forward to voice mail, and then type the
             voice mail address. The format of the voice mail address is
             username@domainname (for example, bob@contoso.com).
           To forward the call to another user, click Forward to SIP URI, and then type the
             address of the user. The format of the user address is username@domainname
             (for example, bob@contoso.com).
           To forward the call to another telephone number, click Forward to telephone
             number, and then type the telephone number. The format of the telephone
             number is number@domainname (for example, +14255550121@contoso.com).
             The domain name is used to route the caller to the correct destination.


                                                                                               28
13. Under Step 5 Configure Music on Hold, choose what you want callers to listen to while
    waiting for an agent by doing one of the following:
       To use the default music on-hold recording, click Use default.
       To use a .wav file recording for the on-hold music, click Select a music. If you do not
         want to use the .wav file that is currently loaded, click the a music link. In the new
         browser window, click Browse, select the.wav file that you want to use, and then
         click Open. Click Upload to load the .wav file.

         Note:
             All user-provided .wav files must meet certain requirements. For details
             about supported .wav file formats, see WAV File Requirements.
14. Under Step 6 Configure Interactive Voice Response, in the Question heading, specify
    the question to ask callers as follows:
       To enter the question in text format, click Use text-to-speech, and type the question
         in the text box.

         Note:
             You cannot use HTML tags in your text input. If you do this, you will receive
             an error message.

         Note:
             The “#” symbol is translated by the text-to-speech engine as the word
             “number”. If you need to refer to the # key, you should use the key name,
             rather than the symbol, in your prompt. For example, To talk to sales, press
             the pound key.
       To use a prerecorded .wav file that contains the question, click Select a recording,
         and then click the a recording link. In the new browser window, click Browse, select
         the.wav file, and then click Open. Click Upload to load the file, and then type the
         question in the text box (this enables the question, and the caller’s response, to be
         forwarded to the responding agent).

         Note:
             All user-provided .wav files must meet certain requirements. For details
             about supported .wav file formats, see WAV File Requirements.
15. Under Response 1, specify the first possible answer to the question by doing the
    following:

    Note:
         You can choose to allow callers to answer using speech, keypad input, or both.
       If you want to allow the caller to respond using speech, enter the answer in the Enter
         a voice response box.
       If you want to allow the caller to respond by pressing a keypad, in the Digit box, click
         the keypad digit.

                                                                                               29
    16. Specify whether to route the caller to a queue, or to ask another question as follows:
           To route the caller to a queue, click Send to a queue, click the Select a Queue box,
             and then click the queue that you want to send the caller to.
           To ask another question, click Ask a new question. Use the Question and
             Response grouping in this section to specify a follow-up question to ask the caller,
             the possible responses, and the action to take for each response.

             Note:
                 The Two-Level Interactive template requires that your IVR include a second-
                 level question.
    17. To specify a second possible answer to the question, under Response 2, repeat steps
        15 and 16 to specify a second possible answer to the question and the action to take.
    18. To specify a third or fourth possible answer to the question, click the check box next to
        the Response 3 or Response 4 headings, and then repeat steps 15 and 16 to specify
        another possible answer to the question and the action to take.
    19. Click Deploy.




Designing Call Flows By Using Interactive Voice Response
You use Interactive Voice Response (IVR) to obtain information from callers and navigate them to
the appropriate queue. You can specify question-and-answer pairs that you use for call
navigation. Depending on the caller’s response, the caller either hears a follow-up question, or is
routed to the appropriate queue. The IVR questions and the caller’s responses are provided to
the responding agent when he or she accepts the call. This system provides valuable information
to the responding agent.


Overview of the IVR Features
The Response Group Service offers speech recognition and text-to-speech capabilities in 10
languages. You can enter IVR questions using text-to-speech or a .wav file. Callers can respond
by using voice or Dual-Tone Multi-Frequency (DTMF). When you create a workflow, you select
the template to use. Each template has a defined set of features. The IVR feature is available in
the One-Level Interactive and the Two-Level Interactive templates.
Using the One-Level Interactive template, you can ask a question that has two possible answers.
Depending on the caller's response, the call is routed to the appropriate queue.
Using the Two-Level Interactive template, you can use a more complex IVR design to direct the
call flow. It supports two levels of questions. You can pose a question, which has four possible
answers. Depending on the caller's response, you can route the caller to a queue or ask a
second question. The second question can also have four possible answers.
The IVR questions and the caller’s responses are provided to the responding agent when he or
she accepts the call.

                                                                                                    30
Working with Speech Technologies
Speech technologies, such as speech recognition and text-to-speech, can enhance customer
experience and let people access information more naturally and effectively. However, there can
be cases where the specified text or the user voice response is not recognized correctly by the
speech engine. For example, the “#” symbol is translated by the text-to-speech engine as the
word “number”. This issue can be mitigated by the following:
   The speech engine gives the caller five attempts to answer the question. If the caller answers
     the question incorrectly (that is, the answer is not one of the specified responses) he or she
     will get another chance to answer the question. The caller will have five attempts to answer
     the question before being disconnected.
   After you design your IVR, call the workflow, listen to the prompts, respond to each of the
     prompts using voice, and verify that the IVR sounds and behaves as expected. You can then
     modify the IVR to fix any translation issues. Following our example from above, if you need to
     refer to the # key, you can rewrite your IVR prompt to use the key name, rather than the #
     symbol. For example, To talk to sales, press the pound key.



IVR Design Examples
IVR with One Level of Questions
The following example shows an IVR that has one level of questions. It uses speech recognition
to detect the caller’s response.
Question: Thank you for calling Human Resources. If you would like to speak to Payroll, say
payroll. Otherwise, say HR.
   Option 1 is selected: The caller is routed to the payroll team.
   Option 2 is selected: The caller is routed to the human resources team.
The following figure shows the call flow.
One-Level Interactive Call Flow




IVR with Two Levels of Questions
The following example shows an IVR that has two levels of questions. It allows callers to respond
using either speech or DTMF keypad input.


                                                                                                 31
Question: Thank you for calling the IT Help Desk. If you have a network access problem, press
or say 1. If you have a software problem, press or say 2. If you have a hardware problem, press
or say 3.
   Option 1 is selected: The caller is routed to the network support team.
   Option 2 is selected: The caller is asked a follow-up question.
     Question: If this is an operating system problem, press or say 1. If this is a problem with an
     internal application, press or say 2. Otherwise, press or say 3.
        Option 1 is selected: The caller is routed to the operating systems support team.
        Option 2 is selected: The caller is routed to the internal applications support team.
        Option 3 is selected: The caller is routed to the software support team.
   Option 3 is selected: The caller is asked a follow-up question.
     Question: If this is a printer problem press 1. Otherwise, press 2.
        Option 1 is selected: The caller is routed to the printer support team.
        Option 2 is selected: The caller is routed to the hardware support team.
The following figure shows the call flow.
Two-Level Interactive Call Flow




Best Practices
The following list describes some best practices when you design IVR:
   Let the caller get to the task quickly. Avoid having too much information or lengthy marketing
     messages in your IVR.
   Speak in the caller’s language. Avoid stilted language. Speak naturally.
   Write efficient and effective prompts. Remove any unnecessary options. Structure the
     information so that the caller’s expected response is at the end of the sentence. For example,
     “To speak to the sales team, press 1”.
   Test the IVR on a group of users.



                                                                                                  32
WAV File Requirements
You can use a .wav file for some Response Group settings, such as the welcome message, the
on-hold music, or the Interactive Voice Response questions. All user provided .wav files must
meet the following requirements:
   8-bit or 16-bit file
   Linear pulse code modulation (LPCM), A-Law, or mu-Law format
   Mono or stereo
   4MB or less
For the best performance, a 16 kHz, mono, 16-bit .wav file is recommended.


Supported File Formats
The following table describes the supported file formats.


Standard PCM Formats

SAFT8kHz8BitMono                                  SAFT8kHz8BitStereo

SAFT8kHz16BitMono                                 SAFT8kHz16BitStereo

SAFT11kHz8BitMono                                 SAFT11kHz8BitStereo

SAFT11kHz16BitMono                                SAFT11kHz16BitStereo

SAFT12kHz8BitMono                                 SAFT12kHz8BitStereo

SAFT12kHz16BitMono                                SAFT12kHz16BitStereo

SAFT16kHz8BitMono                                 SAFT16kHz8BitStereo

SAFT16kHz16BitMono                                SAFT16kHz16BitStereo

SAFT22kHz8BitMono                                 SAFT22kHz8BitStereo

SAFT22kHz16BitMono                                SAFT22kHz16BitStereo

SAFT24kHz8BitMono                                 SAFT24kHz8BitStereo

SAFT24kHz16BitMono                                SAFT24kHz16BitStereo

SAFT32kHz8BitMono                                 SAFT32kHz8BitStereo

SAFT32kHz16BitMono                                SAFT32kHz16BitStereo

SAFT44kHz8BitMono                                 SAFT44kHz8BitStereo

SAFT44kHz16BitMono                                SAFT44kHz16BitStereo

SAFT48kHz8BitMono                                 SAFT48kHz8BitStereo

SAFT48kHz16BitMono                                SAFT48kHz16BitStereo


                                                                                            33
A-Law Formats

SAFTCCITT_ALaw8kHzMono                            SAFTCCITT_ALaw8kHzStereo

SAFTCCITT_ALaw11kHzMono                           SAFTCCITT_ALaw11kHzStereo

SAFTCCITT_ALaw22kHzMono                           SAFTCCITT_ALaw22kHzStereo

SAFTCCITT_ALaw44kHzMono                           SAFTCCITT_ALaw44kHzStereo

u-Law Formats

SAFTCCITT_uLaw_8kHzMono                           SAFTCCITT_uLaw_8kHzStereo

SAFTCCITT_uLaw_11kHzMono                          SAFTCCITT_uLaw_11kHzStereo

SAFTCCITT_uLaw_22kHzMono                          SAFTCCITT_uLaw_22kHzStereo

SAFTCCITT_uLaw_44kHzMono                          SAFTCCITT_uLaw_44kHzStereo


Note
       The following list contains the exact sampling frequencies required for 11kHz, 22kHz, and
         44kHz files (that is, an 11000Hz file is not supported by the system):


RGSCOT.exe Command-line Options
You can use the RGSCOT.exe command-line utility to create and manage Response Group
Service Contact objects. Contact objects are Active Directory objects. The Contact object is
stored in the container created by Office Communications Server. Each Response Group, or
workflow, is associated with a Contact object.
The RGSCOT.exe command-line utility is installed with the Office Communications Server 2007
R2 administrative tools. By default, it is installed in the following location
%ProgramFiles%\Common Files\Microsoft Office Communications Server 2007 R2. You must be
a member of the RTCUniversalServerAdmins group to run the RGSCOT.exe command-line
utility.


Syntax
RGSCOT /command [/PrimaryURI:<SIP URI of Contact object>]
[/DisplayName:<display name>]
[/PoolFQDN:<FQDN of pool>] [/DisplayNumber:<display number>]
[/EnabledForFederation:<True|False>]
[/LineUri:tel:<actual telephone number>]


Commands
You must specify one of the following commands.

                                                                                               34
Command                                          Description

Create                                           Creates a new Contact object. This command
                                                 requires the /PrimaryUri, /DisplayName, and
                                                 /PoolFQDN command-line options.

Edit                                             Edits an existing Contact object. This command
                                                 requires the /PrimaryUri command-line option.

Delete                                           Deletes an existing Contact object. This
                                                 command requires the /PrimaryUri command-
                                                 line option.

?                                                Displays command-line syntax and options for
                                                 the tool.



Command-line Options
The following are additional command-line options that you can specify.


Command-line Option                              Description

PrimaryUri                                       Specifies the Session Initiation Protocol (SIP)
                                                 Uniform Resource Identifier (URI) of the
                                                 Contact object. After the Contact object is
                                                 associated with a workflow, this is the URI
                                                 address that is used to reach that workflow.
                                                 The URI address cannot be modified.

DisplayName                                      Specifies the name as it is displayed in the
                                                 client (for example, Office Communicator).

                                                 Note:
                                                     If the display name has a space,
                                                     enclose the name in quotation marks
                                                     (for example, /DisplayName:“Help
                                                     Desk”).

PoolFQDN                                         Specifies the fully qualified domain name
                                                 (FQDN) of the pool where the Response Group
                                                 Service is installed.

EnabledForFederation                             Specifies whether the Contact object is enabled
                                                 for federation. Set the option to True if you want
                                                 to allow federated users to call the Response
                                                 Group. The default is False.

                                                                                                   35
Command-line Option                               Description

                                                  Note:
                                                      Agents who are serving a federation-
                                                      enabled workflow must also be enabled
                                                      for federation. Otherwise, callers can
                                                      call the Response Group, but agents
                                                      cannot connect to the caller.

LineUri:tel                                       Specifies the telephone number that is
                                                  associated with the Contact object.

DisplayNumber                                     Specifies the telephone number as it is
                                                  displayed in the client.

                                                  Note:
                                                      If the display number has a space,
                                                      enclose the number in quotation mark
                                                      (for example, /DisplayNumber:“+1
                                                      (425) 555-0100”.



Examples
The following command creates a new Contact object.
RGSCOT /Create /PrimaryUri:sip:ask.mktg@contoso.com
/PoolFQDN:serverA.contoso.com /LineUri:tel:+14255550156
The following command modifies a Contact object to set the display name and enable federation
support.
RGSCOT /Edit /PrimaryUri:sip:ask.mktg@contoso.com
/DisplayName:“Marketing Questions” /EnabledForFederation:true
The following command deletes a Contact object.
RGSCOT /Delete /PrimaryUri:sip:ask.mktg@contoso.com



Deploying Response Group Clients
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.

                                                                                               36
Important:
     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
     http://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.


Configuring the Response Group Tab
The Response Group Tab is a custom tab on the Office Communicator 2007 R2 client that formal
agents can use to sign in and sign out of groups. Custom tabs enable you to extend the Office
Communicator user interface by adding pages of Web-based content that appear in the Office
Communicator window of the client. The pages appear in a pane just underneath the Contact list,
and the user can switch between pages by clicking tabs at the bottom of the pane.
Setting up the Response Group Tab requires the following:
   An entry in the custom tab definition file that defines the Response Group Tab.
   A graphic in Portable Network Graphics (PNG) format for the tab. The graphic must meet one
     of the following requirements:
        Up to 16 pixels high by 16 pixels wide, or
        Exactly 32 pixels high by 32 pixels wide.

     Note:
          Office Communications Server includes a graphic (at the following location:
          %ProgramFiles%\Microsoft Office Communications Server 2007 R2\Web
          Components\Acd Files\Clients\RgsOcTab.png) that you can use for the Response
          Group Tab icon.
   A registry entry in the HKEY_LOCAL_MACHINE\Software\Policies\Microsoft\Communicator
     registry hive that gives the location of the tab definition file. The registry entry contains the
     following:
        Name is TabUrl.
                                                                                                     37
       Type is REG_SZ.
       Data is the location of the tab definition file.
For details about custom tabs, see the Configuring Custom Tabs in Communicator 2007 R2 in the
Office Communications Server 2007 R2 Planning and Deployment documentation.


Custom Tab Definition File
The custom tab definition file is an XML file that provides the location of each tab’s main page
and controls the information Communicator passes to this page. You must either create a new
tab definition file, or modify an existing tab definition file and add the Response Group Tab
information.

To create a custom tab definition file
    1. Open a text editor, such as Notepad.
    2. If you have an existing tab definition file, open the file.
    3. Add the Response Group Tab definition to the file.
         The following example shows a tab definition file that defines the Response Group Tab:
         <?xml version="1.0"?> <tabdata>                    <tab>
         <image>http://contoso/myservice/RgsOcTab.png</image>
         <userid>true</userid>                  <name>Response Group Tab</name>
         <tooltip>Response Group Tab</tooltip>
         <contenturl>https://server-FQDN/rgs/clients/Tab.aspx</contenturl>
         <contactid>false</contactid>                       <siteid>1</siteid>      </tab>
         </tabdata>
         Where
            <image> specifies the path of the image file that you want to use in the Response
              Group Tab.
            <contenturl> specifies the site where the Response Group Tab information
              resides.
            <siteid> specifies the unique site ID of the tab. If you have multiple custom tabs,
              each tab must have a different site ID.
    4. Save the tab definition file to a network location that everyone can access.


Defining the Registry Setting Using Group Policy
One way to provide the appropriate registry settings for each user is to define Group Policy
settings using an administrative template (.adm) file. Administrative template files contain specific
information about which Group Policy settings the application implements, where policies are
stored, and how to configure policies. Communicator has an administrative template file that
contains policies specific to its application.



                                                                                                    38
Defining Group Policy settings using the Communicator administrative template file works in the
following manner:
   The Communicator administrative template file, Communicator.adm, contains all the Group
     Policy settings that are used in Communicator. The TabUrl policy setting holds the location
     for the tab definition file.
   You use the Group Policy Object Editor to load the Communicator administrative template file
     and then modify the TabURL policy setting. This is performed at the domain level.
   The policy is pushed out to users. When a user logs into the domain, their client registry is
     updated. Communicator reads the registry when it starts and loads the custom tab.

To define the registry setting
     1. On a computer in the same Active Directory forest as the server where the Response
        Group Service is installed, log on as a member of the DomainAdmins group.
     2. Copy the communicator.adm file from the distribution disk to the %windir%/inf folder.
     3. Click Start, and then click Run.
     4. Type dsa.msc, and then click OK to open Active Directory Users and Computers.
     5. In the console tree, right-click the domain for which you want to set Group Policy.
     6. Click Properties, and then click the Group Policy tab.
     7. Select the Group Policy object in the list to modify, or click New to create a new Group
        Policy object, and then click Edit.
     8. In the Group Policy Object Editor, under the Computer Configuration node, right-click
        Administrative Templates, and then click Add/Remove Templates.
     9. In the Add/Remove Templates window, click Add.
     10. In the Policy Templates window, select Communicator.adm, and then click Open.
     11. In the Administrative Templates pane, double-click Microsoft Office Communicator
         Policy Settings, and then double-click Microsoft Office Communicator Feature
         Policies.
     12. In the Microsoft Office Communicator Feature Polices pane, double-click Tab URL.
     13. In the Tab URL properties window, click Enabled.
     14. In the Tab URL box, type the full path of the tab definition file (for example,
         file:///\\server\data\RGS\tabs.xml), and then click OK.
     15. On the File menu of the Group Policy Object Editor, click Exit.
         The Response Group Tab is loaded when the agent logs into Communicator.



Validating Your Deployment
To test your deployment, try using the workflows that you created.




                                                                                                     39
Log On as an Agent
Sign in to Office Communications Server 2007 R2 as an agent. There are two types of agents:
informal agents and formal agents.
An agent who does not sign in or out of the group is called an informal agent. Informal agents are
automatically signed in to the group when they sign in to Office Communications Server 2007 R2.
Informal agents can sign in using Office Communicator 2007 R2 Attendant or Office
Communicator 2007 R2.
Formal agents must sign in and out the group. Formal agents must be signed in to the group
before they can receive calls routed to the group. Formal agents sign in and out of their groups
using an Office Communicator 2007 R2 custom tab.

Note:
    The settings on the group determine whether an agent must sign in and out of a group. If
    Agent participation policy is set to Informal (the default setting) agents cannot sign in
    or out of the group. If Agent participation policy is set to Formal, agents can sign in
    and out of the group. For details about group settings, see Creating an Agent Group.

Note:
    Response Group Service uses presence-based routing. After you have signed in to
    Office Communications Server, make sure your status is set to “Available”.

To sign in to a group
    1. Sign in using Office Communicator 2007 R2.
    2. In the Response Group Tab, select the Signed in check box next to the group you want
       to sign in to.

        Tip:
            An inactive check box indicates that you cannot sign in and out of the group and
            that you are an informal agent in this group.


Call the Workflow
Call the workflow, and then verify that the request is routed to an agent.

To call the workflow from Office Communicator
    1. Sign in to Office Communicator.
    2. In the Type a name or phone number box, type the display name of the workflow.

        Note:
            This is the display name specified in the RGSCOT.exe command when the
            Contact object was created. For details, see Creating a Contact Object.




                                                                                                   40
     3. Click the workflow, and then click Call Options.
     4. Click Communicator Call to call the workflow.

To call the workflow from a PSTN telephone
        Dial the number assigned to the workflow.



Appendix: Deploying the Response Group
Service
To facilitate access to the Response Group Service requirements that are documented in the
Planning and Architecture documentation, the following topic is replicated in this Appendix.
In This Section
   IIS Requirements for Response Group Service
   Accounts and Permissions Requirements


IIS Requirements for Response Group Service
IIS is required if you want to support the Response Group Configuration Tool and the agents'
sign-in and sign-out functionality.
The following IIS services must be installed if you use IIS 6.0 on Windows Server 2003:
   ASP.NET
   World Wide Web Service
The following IIS services must be installed if you use IIS 7.0 on Windows Server 2008:
   ASP.NET
   Windows Authentication
   IIS 6.0 Management Compatibility


Accounts and Permissions Requirements
Security requirements for Office Communications Server 2007 R2 include the following:

                                                                                               41
   Administrative credentials
   Security levels
   Media gateway security


Administrative Credentials
The following table outlines the permissions required to deploy the various server roles.

Note:
     By default, membership in the Domain Admins group is required to deploy or activate a
     server that is joined to an Active Directory domain. If you do not want to grant this level of
     privilege to the group or users deploying Office Communications Server, you can use the
     setup delegation wizard to provide a specific group the subset of permissions required for
     this task.

Table 1. Administrative Credentials Required for Deployment Tasks

Procedure                                            Administrative credentials or roles required

Standard Edition

Install prerequisite software                        RTCUniversalServerAdmins group
                                                     Domain Admins group

Prepare Active Directory Domain Services             Member of Schema Admins group and
(AD DS)                                              Administrator rights on the schema master
                                                     Member of EnterpriseAdmins group for the
                                                     forest root domain
                                                     Member of EnterpriseAdmins or DomainAdmins
                                                     group

Prepare Windows for setup                            Administrators group

Create and verify DNS records                        DNS Admins group

Deploy and activate Standard Edition server          RTCUniversalServerAdmins group
and applications                                     Domain Admins group

Configure Standard Edition server                    RTCUniversalServerAdmins group

Configure certificates for Office                    Administrators group
Communications Server                                RTCUniversalServerAdmins group

Start the services                                   RTCUniversalServerAdmins group

Validate server configuration                        RTCUniversalServerAdmins group

Optionally, configure A/V and Web                    RTCUniversalServerAdmins group
conferencing

                                                                                                      42
Procedure                                       Administrative credentials or roles required

Enterprise Edition, Consolidated Topology

Install prerequisite software                   RTCUniversalServerAdmins group
                                                Domain Admins group

Prepare AD DS                                   Member of the Schema Admins group and
                                                Administrator rights on the schema master
                                                Member of the EnterpriseAdmins group for the
                                                forest root domain
                                                Member of the EnterpriseAdmins or
                                                DomainAdmins group

Prepare Windows for setup                       Administrators group

Install SQL Server                              Local Administrator

Configure SQL Server for Office                 SQL Server administrator
Communications Server                           Local administrator

Optionally, configure a load balancer for the   Load balancer administrator
pool

Create and verify DNS records                   DNS Admins group

Create the pool                                 RTCUniversalServerAdmins group
                                                Domain Admins group

Configure the pool and applications             RTCUniversalServerAdmins group

Add servers to the pool                         Administrators group
                                                RTCUniversalServerAdmins group
                                                Domain Admins group

Configure certificates for Office               Administrators group
Communications Server                           RTCUniversalServerAdmins group

Start the services                              RTCUniversalServerAdmins

Validate the server and pool configuration      RTCUniversalServerAdmins

Dial-in Conferencing

Install and activate Office Communications      Administrators group
Server 2007 R2                                  RTCUniversalServerAdmins group
                                                Domain Admins group

Activate Conferencing Attendant and             RTCUniversalServerAdmins group
Conferencing Announcement Service

                                                                                               43
Procedure                                       Administrative credentials or roles required
applications                                    Domain Admins group

Install, activate, and configure the 2007 R2    Administrators group
version of Microsoft Office Communicator Web    Domain Admins group
Access server

Optionally, enable remote user access to        Administrators group
Communicator Web Access                         Domain Admins group

Test the Dial-in Conferencing Web page          Office Communications Server 2007 R2 user

Create one or more location profiles            RTCUniversalServerAdmins group

Configure a global policy to support dial-in    RTCUniversalServerAdmins group
conferencing

Deploy a Mediation Server                       RTCUniversalServerAdmins group

Deploy a third-party basic media gateway        RTCUniversalServerAdmins group (to configure
OR                                              Mediation Server)

Configure the Mediation Server to perform SIP   Administrator of the SIP trunking provider
trunking

Response Group Service

Install and activate Office Communications      Administrators group
Server 2007 R2                                  RTCUniversalServerAdmins group
                                                Domain Admins group

Activate the Response Group Service             RTCUniversalServerAdmins group
application                                     Domain Admins group

Add agents, create agent groups, and create     RTCUniversalServerAdmins group
queues for the server pool

Create the workflows                            RTCUniversalServerAdmins group

Configure the Response Group tab                Domain Admins group

Archiving Server

Install prerequisite software                   Administrators group and Domain Admins
                                                group (to install Message Queuing with Active
                                                Directory integration enabled)

Install and activate Archiving Server           Administrators group
                                                Domain Admins or RTCUniversalServerAdmins
                                                group


                                                                                               44
Procedure                                    Administrative credentials or roles required

Configure Archiving Server associations      Administrators group

Configure users for archiving                RTCUniversalUserAdmins group

Start the archiving services                 RTCUniversalUserAdmins Group

Monitoring Server

Install prerequisite software                Administrators group
                                             Domain Admins group (to install Message
                                             Queuing with Active Directory integration
                                             enabled)

Install and activate Monitoring Server       Administrators group
                                             Domain Admins or RTCUniversalServerAdmins
                                             group

Start the services                           Administrators group

Deploy Monitoring Server reports             Administrators group

Configure Monitoring Server associations     Administrators group

Communicator Web Access

Install and activate                         Domain Admins

Create virtual server                        Domain Admins, or
                                             RTCUniversalServerAdmins and local
                                             Administrators

Publish Communicator Web Access URLs         Domain Admins, or
                                             RTCUniversalServerAdmins and local
                                             administrators

Manage Communicator Web Access settings      Domain Admins, or
                                             RTCUniversalServerAdmins and local
                                             administrators

Group Chat

Create SQL Server database                   Database administrator

Set up Group Chat accounts and permissions   Administrators group

Obtain certificates for Group Chat           Administrators group

Install Group Chat                           Administrators group

Configure Web site settings in IIS           Administrators group


                                                                                            45
Procedure                                           Administrative credentials or roles required

Connect the Group Chat Administration Tool to       Administrators group
Group Chat                                          Channel service administrator

Configure Group Chat user access                    Administrators group

Deploy archiving and compliance support             Database administrator
                                                    Administrators group

Administrative Tools

Install Administrative Tools on a centralized       Administrators group
administrative console that is not running Office   Domain Admins group
Communications Server

Configure user account settings                     RTCUniversalUserAdmins

Configure all other settings (other than user       RTCUniversalServerAdmins
account settings)

Edge Server

Set up the infrastructure for Edge Servers          Administrators group

Set up Edge Servers                                 Administrators group
                                                    Domain Admins or RTCUniversalServerAdmins
                                                    group

Configure the environment                           Administrators group
                                                    Domain Admins or RTCUniversalServerAdmins
                                                    group

Validate edge configuration                         Administrators group
                                                    Domain Admins or RTCUniversalServerAdmins
                                                    group

Communicator Mobile for Windows Mobile

Install prerequisites                               Administrator

Install Communicator Mobile for Windows             Administrator
Mobile

Install self-signed certificates                    Administrator

Configure the client                                Administrator

Test IM and presence                                Administrator

Communicator Mobile for Java


                                                                                                   46
Procedure                                         Administrative credentials or roles required

Verify that prerequisites and dependencies are    Administrator
met

Deploy the Communicator Mobile component          Administrator

Install Communicator Mobile for Java client       Administrator
software

Configure and use the client                      Administrator

Test IM and presence                              Administrator

Outside Voice Control

Install and activate Office Communications        Administrators group
Server 2007 R2                                    RTCUniversalServerAdmins group
                                                  Domain Admins group

Activate Outside Voice Control application        RTCUniversalServerAdmins group
                                                  Domain Admins group

Start the application                             RTCUniversalServerAdmins group

Test Outside Voice dialing on a supported         Office Communications Server 2007 R2 user
mobile client

Enterprise Voice with PBX Coexistence

Deploy Office Communications Server,                 Create Enterprise pool:
including Mediation Server that connects to the        RTCUniversalServerAdmins and Domain
PBX                                                    Admins or equivalent credentials
                                                     Configure pool:
                                                       RTCUniversalServerAdmins
                                                     Add server to pool:
                                                       RTCUniversalServerAdmins
                                                     Configure certificate:
                                                       RTCUniversalServerAdmins
                                                     Configure Web Components Server
                                                       certificate: Local Administrator credentials
                                                     Validate server and pool functionality:
                                                       RTCUniversalServerAdmins

Deploy Office Communicator 2007                   Administrator on the computer on which Office
                                                  Communicator is being installed

Enable users for IM and presence                  RTCUniversalUserAdmins group


                                                                                                  47
Procedure                                    Administrative credentials or roles required

Configure Communications Server for          RTCUniversalServerAdmins group
Enterprise Voice

Configure PBX to fork calls to Office        RTCUniversalServerAdmins (to get information
Communications Server                        from AD DS to convert an extension into the
                                             correct telephone URI)

Deploy media gateways (if required)          Media gateways are external systems their own
                                             authentication and authorization schemes. If
                                             the media gateway requires creation of trusted
                                             service entries, you must be at least a member
                                             of the RTCUniversalServerAdmins group.

Deploy RCC gateway (if required)             RCC gateways are external systems their own
                                             authentication and authorization schemes. You
                                             must be at least a member of the
                                             RTCUniversalServerAdmins group to create the
                                             required trusted service entries.

Enable users for Enterprise Voice and PBX    RTCUniversalUserAdmins group
integration

Enterprise Voice stand-alone (no PBX
coexistence)

Deploy Office Communications Server             Create enterprise pool:
                                                  RTCUniversalServerAdmins and Domain
                                                  Admins or equivalent credentials
                                                Configure pool:
                                                  RTCUniversalServerAdmins
                                                Add server to pool:
                                                  RTCUniversalServerAdmins
                                                Configure certificate:
                                                  RTCUniversalServerAdmins
                                                Configure Web Components Server
                                                  certificate: Local Administrator credentials
                                                Validate server and pool functionality:
                                                  RTCUniversalServerAdmins

Deploy Office Communicator 2007              Administrator on the computer on which Office
                                             Communicator is being installed

Configure Office Communications Server for   RTCUniversalUserAdmins group
Enterprise Voice


                                                                                             48
Procedure                                      Administrative credentials or roles required

Deploy Exchange Server 2007 Unified               For Office Communications Server:
Messaging and configure to integrate with           RTCUniversalServerAdmins group
Office Communications Server                      For Exchange Server: Exchange
                                                    Organization Administrators permissions
                                                    are sufficient when Office Communications
                                                    Server and Exchange Server are running in
                                                    the same forest.

                                                    Note:
                                                       The user account used to configure
                                                       Exchange Unified Messaging must
                                                       have READ access to Office
                                                       Communications Server pools in
                                                       AD DS and READ/WRITE access
                                                       on the Exchange configuration
                                                       containers (First Organization\UM
                                                       Dial Plan Container, UM IP
                                                       Gateway Container, UM Auto
                                                       Attendant Container, and so on).

Deploy media gateways                          Media gateways are external systems their own
                                               authentication and authorization schemes. If
                                               the media gateway requires creation of trusted
                                               service entries, you must be at least a member
                                               of the RTCUniversalServerAdmins group.

Enable users for Enterprise Voice              RTCUniversalUserAdmins group

Device Update Service

Deployment                                     Device Update Service is automatically
                                               installed on the Web Components Server.
                                               There are no specific deployment permissions
                                               needed outside those required to deploy
                                               Standard Edition or Enterprise Edition.



Security Levels
The security levels required for deploying Office Communications Server 2007 R2 depend on the
components your organization plans to deploy.




                                                                                              49
Exchange UM Security Levels
An Exchange Unified Messaging (UM) dial plan supports three different security levels:
Unsecured, SIPSecured, and Secured. You configure security levels by means of the
VoipSecurity parameter of the UM dial plan. The following table shows appropriate dial plan
security levels depending on whether mutual TLS (MTLS) and/or Secure Real-Time Transport
Protocol (SRTP) are enabled or disabled.

Table 2. VoipSecurity Values for Various Combinations of Mutual TLS and SRTP

Security level                    Mutual TLS                       SRTP

Unsecured                         Disabled                         Disabled

SIPSecured                        Enabled (required)               Disabled

Secured                           Enabled (required)               Enabled (required)


When integrating Exchange UM with Communications Server 2007 R2, you need to select the
most appropriate dial plan security level for each voice profile. In making this selection, you
should consider the following:
   MTLS is required between Exchange UM and Office Communications Server. Therefore, the
     dial plan security level must not be set to Unsecured.
   When dial plan security is set to SIPSecured, SRTP is disabled. In this case, the Office
     Communicator 2007 R2 client encryption level must be set to either rejected or optional.
   When setting dial plan security to Secured, SRTP is enabled and is required by Exchange
     UM. In this case, the Office Communicator 2007 R2 client encryption level must be set to
     either optional or required.


 Media Gateway Security
Media flowing both directions between the Mediation Server and Communications Server network
is encrypted using SRTP. Organizations that rely on IPsec for packet security are strongly
advised to create an exception on a small media port range if they are to deploy Enterprise Voice.
The security negotiations required by IPsec work for normal UDP or TCP connections, but they
can slow call setup to unacceptable levels.
Because a media gateway receives calls from the PSTN that can present a potential security
vulnerability, the following are recommended mitigation actions:
   Enable TLS on the link between the gateway and the Mediation Server. This will assure that
     signaling is encrypted end to end between the gateway and your internal users.
   Physically isolate the media gateway from the internal network by deploying the Mediation
     Server on a computer with two network adapters: the first accepting traffic only from the
     internal network, and the second accepting traffic from a media gateway. Each card is
     configured with a separate listening address so that there is always clear separation between



                                                                                                  50
trusted traffic originating in the Communications Server network and untrusted traffic from the
PSTN.
The internal edge of a Mediation Server should be configured to correspond to a unique static
route that is described by an IP address and a port number. The default port is 5061.
The external edge of a Mediation Server should be configured as the internal next-hop proxy
for the media gateway. It should be identified by a unique combination of IP address and port
number. The IP address should not be the same as that of the internal edge, but the default
port is 5060.




                                                                                            51

				
DOCUMENT INFO
Description: Micrsoft Office Communications Server 2007 R2 Documentation and Updates