Currently the functionality of Response Groups is limited to Windows PCs

A response group is a feature that lets managers or server administrators route and queue incoming calls to groups of people, called agents, such as for a help desk or a customer service desk. When incoming calls are routed to your response group, and you are signed in as an agent, your phone will ring.

Finding the Response Group Settings

On the Skype for Business main window, click the Settings icon > Tools > Response Group Settings.

response group options

A browser opens and displays the Agent Groups page, which lists all the groups that include you as an agent. A checked box indicates that you are signed in to a group.

Response Group

Signing into a Response Group

Any time you are going to take calls as a response group agent, you first need to sign in to that response group. To sign in to a formal group, select the Signed in check box next to the group. (You are always signed in for informal groups and cannot clear the Signed in check box for those groups.)

Response Group 1

Answering a Response Group Call

To answer a routed call, click the incoming call notification on your computer screen. The notification will show you which response group is routing the call.

Response group incoming call

If the caller was given options when first connecting, the conversation window shows group notes along with the instructions the caller heard and the option the caller selected. You can also see how long the caller waited to connect to you.

Calling on Behalf of a Response Group

Right click on a contact and select Call > For "Response Group Name” then click on the number you wish to call.

NOTE: You can only make outgoing calls if the Response Group is anonymous.

Call on behalf of a response group

Add a Response Group Email Inbox to Outlook

  1. From your desktop Outlook client, navigate to File > Account Information > Account Settings.
    Outlook Account Settings

  2. Select Account Settings again from the drop-down menu.

  3. A window will appear containing your email address.
  4. Double click on your listed email address > More Settings > Advanced.
    Add Mailbox

  5. Select Add and enter the address of the new mailbox > OK
  6. The new mailbox should now begin updating and populating your client with the latest information. 

If your support team has enabled the agent anonymity feature and you are answering calls as part of an anonymous response group, your identity is hidden during the call, and the word "Anonymous” appears in the top right of the window.

Instant messages exchanged during an anonymous response group conversation also preserve your anonymity.

Changing a Response Group Voicemail Greeting  

Follow the instructions below to change your Response Group voicemail greeting.  Instructions for changing your personal or Tel account voicemail greeting can be found at this link.

Contact your local IT staff if you need to change the voicemail greeting, after-hours greeting, or holiday greeting of a Response Group.  They will require a text file or an audio file recording of the new greeting. Your local IT staff will then provide this information to the Unified Communications team who will update your greeting.

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Last updated: 
March 26, 2020