Step 2. Determine the Components Required for the Response Group Service
[This is preliminary documentation and is subject to change. Blank topics are included as placeholders.]
Response Group Service is a server application that enables you to create workflows that automatically distribute incoming calls to groups of agents. It can be installed on any of the following:
- Office Communications Server 2007 R2 Standard Edition or Enterprise Edition servers
- A consolidated or expanded Enterprise Edition topology
Response Group Service must be installed and identically configured on all Front End Servers in a pool.
The following list describes the Office Communications Server components that are required to implement the Response Group Service.
- Application Server: The Response Group Service is one of the applications that are hosted on the Application Server. The Application Server is installed automatically during Office Communications Server deployment. For details about the Application Server, see Application Framework.
- Language pack: A language pack is required to support text-to-speech and speech recognition in Interactive Voice Response. The language pack is installed as part of the Office Communications Server deployment. For this prerelease version, only English is supported.
- Administrative tools: The Office Communications Server 2007 R2 Response Group Administration Snap-in is available in the Office Communications Server Administrative Tools package.
- Web Components Server: The Response Group Configuration Tool, which is a Web-based tool that is used to create and manage workflows, is installed with the Web Components Server.
- Internet Information Services: Internet Information Services (IIS) is required to support the Response Group Configuration Tool and the agents’ sign in/out functionality.
- Microsoft® Office Communicator 2007 R2: Microsoft® Office Communicator 2007 R2 is required if you have agent groups that are configured to require agents to sign in and out. In this situation, the agents use a custom tab on the Office Communicator 2007 R2 client to sign in and out.