HOTSPOT
You need to configure the agent groups to meet the response group requirements.
How should you configure each agent group? To answer, select the appropriate options for each group in the answer area.
Answer:
Explanation:
References:
https://docs.microsoft.com/en-us/skypeforbusiness/deploy/deploy-enterprise-voice/create-or- modify-an-agent-group Case Study Humongous Insurance Humongous Insurance currently employs 7,500 people and is based in the United States.
The company has 4,000 users in its main office in Chicago. It also has two branch offices, one in New York with 2,000 users and the other in Los Angeles with 1,500 users. The company has 30 executives located across the offices.
The company recently migrated from Lync Server 2010 to Skype for Business Server 2015.
The company plans to increase the use of audio and video (A/V) conferencing to reduce travel costs. Employees have been asked to use A/V, telephony, and instant messaging (IM) conferencing solutions whenever possible for communication with clients and users in the branch offices.
Humongous Insurance is federated with Trey Research Corporation, which uses a third-party IM solution. Users at both companies need to communicate with each other by using their respective IM client.
The company plans to continuously analyze the network to identify:
potential network delay points
availability of adequate bandwidth to meet current requirements and anticipated growth
The company plans to continuously analyze the Skype for Business Server 2015 servers for performance metrics.
Planned Changes
Humongous is in discussion to acquire the Southbridge Video company. Southbridge Video has
2 ,000 users in two sites.
Employees of Humongous Insurance use a variety of mobile devices, including Windows Phones and iOS phones. All iOS phone users must be notified of events, such as new or missed IM invitations and voice mail messages, even when they are using the corporate wireless network.
All public switched telephone network (PSTN) traffic will use the G.711 codec.
All voice will use the RTAudio Wideband codec.
All peer-to peer (P2P) video sessions will support H.264 and RTVideo codecs.
Audio bandwidth between the Los Angeles and New York offices is limited.
Challenges
All users report poor audio and video quality. Calls are dropped or suffer from jitter and lag.
These issues exist when users are using the Skype for Business client or Skype for Business Phone Edition.
Humongous Insurance users currently are unable to IM with external clients that use different IM programs.
Currently there is no network oversight for Skype for Business communications.
The company has no plans to increase the bandwidth at any sites.
Humongous Insurance does not have a defined remote user access policy.
Existing Environment
The three offices are connected to one another as shown in the following network diagram:
Additional information about the existing environment is shown in the Supporting Information section:
Overview of data centers
Detail of the Chicago data center
Overview of audio and video codec bandwidths
Employees of Humongous Insurance use various operating systems, including Windows 7 Enterprise, and Windows 8. All users are enabled for Enterprise Voice, and many have Skype for Business Phone Edition.
The concurrent communication modalities usage of the three offices is shown in the following table:
Humongous Insurance expects to see the number of video users increase by as much as 10 percent. The company expects to see the number of voice users increase by as much as 15 percent.
All users at Humongous Insurance will be Skype for Business enabled.
The network team configures Quality of Service (QoS) as follows:
The Skype for Business Server 2015 media configuration matches the port settings used on the network.
The company uses synthetic transactions to perform call and voice tests.
Many of the employees of Humongous Insurance work from home and sign in securely to the corporate environment in order to use Skype for Business.
Business Requirements
Humongous Insurance would like to review the existing network topology and wants to ensure that network capacity will meet current Skype for Business Server 2015 infrastructure capacity requirements for audio and video usage, as well as meet the anticipated increases.
All existing issues relating to the poor quality of Skype for Business Server 2015 calls and conferencing need to be addressed. Company policy allows for all employees to have the option to use video conferencing. Employees will be limited to VGA video quality. Company executives will not have these limitations.
Quality of Service (QoS) ports must be unique for audio and video traffic.
The company wants to confirm that the current network bandwidth allocated for the network is sufficient for all current and anticipated growth in Skype for Business Server 2015 traffic and would like to guarantee high-quality Skype for Business Server 2015 calls and video conferencing.
Humongous Insurance wants to ensure that the volume of Skype for Business Server 2015 traffic does not exceed 50 percent of WAN bandwidth.
The recommended design solution needs to eliminate the possibility of WAN oversubscription by Skype for Business Server 2015 traffic.
Humongous Insurance wants to use only dedicated computers to monitor the network and perform synthetic transactions to limit the load on the computers.
The proposed Skype for Business Server 2015 solution needs to provide scalability to accommodate the company's future acquisition of Trey Research.
The proposed Skype for Business Server 2015 solution should be readily available for users in all three sites.
Technical Requirements
The company wants to allow only authorized employees to connect remotely.
All remote users will use a secure method when remotely connecting to the network and the Skype for Business environment.
The number of open and listening ports must be kept to a minimum.
All maintenance and tests of network policies must be done outside of normal business hours.
Bandwidth between sites cannot be increased.
The quality of voice and video traffic must be increased.
The number of dropped calls must be reduced.
The corporate information technology (IT) department must be able to push updates and scan users' computers when they are connected remotely.
All push notifications must be able to be sent mobile clients on all supported cell phone manufactures. Many users do not use Windows mobile phones.
IM users must be able to IM with users who are using other IM programs.
The Skype for Business Server 2015 Bandwidth Calculator must be used to analyze Skype for Business traffic.
It is recommended to deploy QoS for end-to-end support.
Mobile client users are supported only with Lync 2013 Mobile clients.
Supporting Information
Overview of data centers
Detail of the Chicago data center
Overview of audio and video codec bandwidths
