Skype For Business with Exchange integration...Specifically, Interactive Response Groups vs. Exchange Auto Attendant
We are in the process of deploying Skype for business to our infrastructure.
the question that came up was which method of call processing is preferable and what are the pro's and cons of each or of using both.
in my research i haven't found a definitive reason for one over the other (at least for basic call menus)
specifically this is the question i'm asking.
if anyone has any insight into this that would help.
the question that came up was which method of call processing is preferable and what are the pro's and cons of each or of using both.
in my research i haven't found a definitive reason for one over the other (at least for basic call menus)
specifically this is the question i'm asking.
if anyone has any insight into this that would help.
Cliff Galiher
For basic call menus, an autoattendant should be fine. You'd purchase and implement an IVR if you found you needed those advanced features.
ASKER
i thing you misunderstood my question..
we have both the Exchange Auto Attendant and the Interactive response groups (builtin to sfb) as two different ways of implementing call menus. We have the ability to use either or.
my question pertained to the nuances of each option and i guess may also be considered personal preference. however we'd ideally like to see some definitive information on this subject as microsoft documentation is rather ambiguous pertaining to which should be used when.
we have both the Exchange Auto Attendant and the Interactive response groups (builtin to sfb) as two different ways of implementing call menus. We have the ability to use either or.
my question pertained to the nuances of each option and i guess may also be considered personal preference. however we'd ideally like to see some definitive information on this subject as microsoft documentation is rather ambiguous pertaining to which should be used when.
Skype for Business does not have IVR at all. Nor any automated menu creation system. It relies on exchange or third parties for that functionality.
The "Response Groups" feature in Skype for Business (note it is *not* called INTERACTIVE Response Groups) is much more like the "hunt groups" feature in other PBXs. There are no significant menus or interactivity.
The "Response Groups" feature in Skype for Business (note it is *not* called INTERACTIVE Response Groups) is much more like the "hunt groups" feature in other PBXs. There are no significant menus or interactivity.
ASKER
i'm not trying to argue with you but clearly these options exist in SFB (at least they do in the latest CU)
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ASKER
What we were looking for was a simple call menu, which is what i initially stated in the op.
i do fully understand that either solution won't support complex workflows or have crm/erp integration for data lookup etc. but we weren't looking for that.
the second half of the explanation however is more inline with what i was asking. since there isn't any sort of flowchart from microsoft detailing which is preferable in which situation. this kind of in depth knowledge is what we were looking for.
our deployment has been configured according to best practises in an HA cluster. (currently without the menu's) the same as with our exchange deployment.
i do fully understand that either solution won't support complex workflows or have crm/erp integration for data lookup etc. but we weren't looking for that.
the second half of the explanation however is more inline with what i was asking. since there isn't any sort of flowchart from microsoft detailing which is preferable in which situation. this kind of in depth knowledge is what we were looking for.
our deployment has been configured according to best practises in an HA cluster. (currently without the menu's) the same as with our exchange deployment.
We are currently moving from AVaya to SFB and are using both Normal and IVR response groups. The IVR response groups have a limitation where if you call the number(or contact) for the IVR, you are limited to 4 responses with each response having 4 options available. This limits things some. Another issue is if you have several Queues selectable from the menu, such as Sales, Support, etc... and have someone who is in multiple queues, the call will only say the name of the main response group as Caller ID. this can be confusing in some aspects. You an get around that by setting queues with empty groups and forwarding the queues to another response group (this has worked for us).
From reading your initial question, which is preferable, I say both. An Exchange Auto attendant allows you to search for a name. A Response group will act like a Hunt Group, ringing a set of numbers every time (you can decide how) or gives you a "poor mans " menu. I say poor man because compared to full Call Center Suites, or even the Call Center agent functionality built into systems like Avaya and Cisco, it is extremely limited. What you use really depends on what you need.
From reading your initial question, which is preferable, I say both. An Exchange Auto attendant allows you to search for a name. A Response group will act like a Hunt Group, ringing a set of numbers every time (you can decide how) or gives you a "poor mans " menu. I say poor man because compared to full Call Center Suites, or even the Call Center agent functionality built into systems like Avaya and Cisco, it is extremely limited. What you use really depends on what you need.
ASKER
my question mostly refers to the menu options. yes it's not an integrated menu into an erp etc. however for purely menu driven functions, which is optimal. once directed to a sales or other location it can transfer into a response group. i'm not worried about that part.
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