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Response Group Configuration Prerequisites and Permissions

Lync Server 2010
 

Topic Last Modified: 2012-10-16

Response Group is an Enterprise Voice call management feature. This topic describes what you need to have in place before you can configure Response Group and the administrative credentials and permissions you need to perform configuration tasks.

This section assumes that you have read the planning documentation related to Response Group. For details, see Planning for Call Management Features in the Lync Server 2010 Planning documentation.

Response Group requires the following components:

  • Application service

  • Response Group application

  • Language packs

  • File store (to hold audio files)

  • Web Services (includes the Response Group Configuration Tool and the agents' sign-in and sign-out console)

All of these components are installed by default when you deploy Enterprise Voice.

You might need to perform the following tasks before configuring response groups:

  • Enable users for Lync Server 2010 and Enterprise Voice.

  • Modify a configuration file to be compliant with Federal Information Processing Standards (FIPS).

  • Modify the database collation to support Yi, Meng, and Zang characters for queue names and agent group names.

The first step in configuring Response Group is creating agent groups. Before you can create an agent group, you must enable the users who will be agents for response groups for Lync Server 2010 and Enterprise Voice. Enabling users for Lync Server 2010 is typically a step in the Enterprise Edition or Standard Edition server deployment. For details about enabling users for Lync Server 2010, see Enable or Disable Users for Lync Server 2010. Enabling users for Enterprise Voice is typically a step in the Enterprise Voice deployment. For details about enabling users for Enterprise Voice, see Enable Users for Enterprise Voice.

This section applies to you only if your organization needs to comply with Federal Information Processing Standards (FIPS).

To be compliant with FIPS, you need to modify the application-level Web.config file to use a different cryptography algorithm after you install Web Services. You need to specify that ASP.NET use the Triple Data Encryption Standard (3DES) algorithm to process view state data. For the Response Group application, this requirement applies to the Response Group Configuration Tool and the agent sign-in and sign-out console. For details about this requirement, see Microsoft Knowledge Base article 911722, "You may receive an error message when you access ASP.NET webpages that have ViewState enabled after you upgrade from ASP.NET 1.1 to ASP.NET 2.0," at http://go.microsoft.com/fwlink/p/?LinkId=3052&kbid=911722.

To modify the Web.config file, do the following:

  1. In a text editor such as Notepad, open the application-level Web.config file.

  2. In the Web.config file, locate the <system.web> section.

  3. Add the following <machineKey> section to in the <system.web> section:

    <machineKey validationKey="AutoGenerate,IsolateApps" decryptionKey="AutoGenerate,IsolateApps" validation="3DES" decryption="3DES"/>
    
  4. Save the Web.config file.

  5. Restart the Internet Information Services (IIS) service by running the following command at a command prompt:

    iisreset
    

This section applies to you only if your organization needs to support Yi, Meng, or Zang characters.

To support Yi, Meng, or Zang characters, you need to modify the collation for the Rgsconfig database. Change the collation of the Name column in the following tables in each Rgsconfig database:

  • dbo.AgentGroups

  • dbo.BusinessHours

  • dbo.HolidaySets

  • dbo.Queues

  • dbo.Workflows

The collation that you use depends on the version of the Microsoft SQL Server database software that you have installed:

  • If you have SQL Server 2005 installed, use Latin1_General (Binary Sort). If you need to use this collation, all object names become case-sensitive.

  • If you have SQL Server 2008 R2 or SQL Server 2008 installed, use Latin_General_100 (Accent Sensitive). If you use this collation, all object names are not case-sensitive.

You can change the collation by using Microsoft SQL Server Management Studio. For details about using this tool, see "Using SQL Server Management Studio" at http://go.microsoft.com/fwlink/p/?LinkId=196184. Follow these steps to change the collation:

  1. Ensure that SQL Server Management Studio is configured to allow changes that require tables to be recreated. For details, see "Save (Not Permitted) Dialog Box" at http://go.microsoft.com/fwlink/p/?LinkId=196186. For details about setting a column collation, see "How to: Set Column Collation (Visual Database Tools)" at http://go.microsoft.com/fwlink/p/?LinkId=196185.

  2. Using Microsoft SQL Server Management Studio, connect to the Rgsconfig database.

  3. Find the table you want to change in the Rgsconfig database, right-click the table, and click Design.

  4. Change the collation of the Name column and save the table.

You can use the following administrative tools to configure Response Group:

  • Lync Server Control Panel

  • Response Group Configuration Tool

  • Lync Server Management Shell

To configure Response Group, you need to be a member of at least one of the following administrative roles:

  • CsResponseGroupAdministrator   This administrator role can create and configure Response Group agent groups, queues, and workflows, and configure all Response Group settings.

  • CsVoiceAdministrator   This administrator can create, configure, and manage voice-related settings and policies, including all Response Group settings.

  • CsServerAdministrator   This administrator role can manage, monitor, and troubleshoot servers and services, and can configure all Response Group settings.

  • CsAdministrator   This administrator role can perform all administrative tasks and modify all settings.

  • CsViewOnlyAdministrator   This administrator role can view the deployment to monitor deployment health.

noteNote:
For details about administrative roles, see Role-Based Access Control in the Lync Server 2010 Planning documentation.
 
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