Situation 1

Schedule Changes to Response Group settings

Ever have the need to forward calls to a destination on a schedule? Well, it’s a situation I came across several times now. There are several ways to solve this matter with Microsoft Lync 2013. In this post, I’ll describe one.

One office number needs to be redirected to a person, including it’s mobile phone number. Here’s the tricky part: every week, it’ll need to be redirected to another employee.
Employees are using simultaneously ringing and/or call forwarding to their mobile phone numbers.

To solve this situation, one can use Response Groups and use call overflow on the configured queue. This way, the configuration is dynamic enough to adapt additional configuration. Such as different day/night configuration, announcement(s) et cetera.
Configuration can be changed by entitled employees using the Response Group Manager rights.

Situation 1

However, still no solution for the first requirement – an automatic change every week! For this, I decided to write a script.

Script

What this script will do is the following:

  1. Read a bunch of variables and calculate the current week number
  2. read out a CSV file, filled with week numbers and the SIP addresses of the corresponding employees.
  3. filter out the employee´s SIP address from the CSV file, based on the current week number
  4. Change the RGS Queue Call Overflow settings to forward calls to the employee´s SIP Address.

All of this with some error handling. The script is intended to run as a scheduled task, writing success or error to the event logs.

Either use the command/line switches, and/or enter static/default values into the first part of the script.
Then, create or use a service account (with appropriate rights like CSAdministrator or RGSmanager, and local admin / log on as a batch job rights) in the AD, and use it for creating a scheduled task.

RGS-Schedule_CreateTask-1

add powershell.exe as the executable, with (some of the) following line as command parameters:

RGS-Schedule_CreateTask-3 RGS-Schedule_CreateTask-4

Now, schedule it for every week. Result would be something similar to this:

RGS-Schedule_TaskOverview-1

And finally, if you haven’t done so already, create the CSV containing all week numbers and corresponding SIP addresses.

RGS-Schedule_ActionsCSV

And you´re done!

Changing the script

As mentioned before, using RGS will allow this script to be more flexible. For instance, when you want it to be used as a normal response group during office hours, but only use the SIP forwarding during out of business hours. As a bonus, you could configure a timeout during office hours to make sure each call is answered.

Situation 2

Just by changing lines 96-112:

 

 

This might not be rocket science, though it can save a lot of (manual) work and act as a template for any scheduled changes to Lync Response Groups!

 

3 Comments

  1. Not sure if you’ve tested this yet, but does this still work with the Skype for Business with the July 2015 updates?  I feel like the July 2015 updates broke this sort of setup.

    1. Hello Willie, it has indeed to do with overflow of 0 calls. This still works in Skype for Business with Update, however, now it is required to have a agent group in the queue (and probably an agent in the agent group).

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