Now you may get a request to allow users to call from response group in Lync. I did a bit of research on this and according to Microsoft it is possible, but I have found it doesn’t work by default.

http://office.microsoft.com/en-gb/communicator-help/answer-and-make-calls-for-a-response-group-in-lync-2010-HA101834781.aspx

The reason it doesn’t work is that by default response groups do not have any voice policy. Voice Policies determine if a user is allowed to call or not. To apply the policy we need to do a bit of Powershell!

1. Open Lync control panel/Response Groups/Group and go into the group to add any users you want to give access to.

2. Click on the “Workflow” tab then “Create or edit a workflow”.

3. Edit the workflow and make sure that “Enable Agent Anonymity” is checked (you can’t call from a response group without this).

4. Open Lync Management Shell on your client machine or Lync Server and run the following command to get a list of response groups:

Get-CsApplicationEndpoint

5. Then you can run this to find out what the voice policy of a specific group is:

Get-CsApplicationEndpoint -Identity “Response Group Name” | Format-List -Property VoicePolicy

This should return back that no voice policy is assigned.

6. We now need to give the response group a policy.

Get-CsApplicationEndpoint -Identity “Response Group Name” | Grant-CsVoicePolicy -PolicyName “Voice Policy Name”

7. Now check the policy was applied:

Get-CsApplicationEndpoint -Identity “Response Group Name” | Format-List -Property VoicePolicy

We should now have the permission to call on behalf of a response group. To test open Lync client and right click a user to see the call options: