Creating a Queue

[This is preliminary documentation and is subject to change. Blank topics are included as placeholders.]

Queues hold callers until an agent becomes available. When the Response Group service searches for an available agent, it searches agent groups in the order that you list them. You can select the agent groups that are assigned to the queue and specify queue behavior, such as limiting the number of calls that the queue will hold and the amount of time that an agent’s phone will ring before the call is passed to another agent.

To create a queue

1. Log on as a member of the RTCUniversalServerAdmins group to a computer where the Office Communications Server 2007 R2 administrative tools have been installed.

2. Click Start, point to Administrative Tools, and then click Office Communications Server 2007 R2.

3. Do one of the following:

   • If you have a Standard Edition server, right-click the name of the pool, point to Properties, point to Applications, and then click Response Group Service Properties.

   • If you have an Enterprise Edition server, expand the pool, click the Server Applications folder, right-click the Response Group Service, and then click Properties.

4. In the Office Communications Server 2007 R2 Response Group Administration snap-in, expand the pool node, right-click the Queues folder, and then click New queue.

5. On the General tab, in the Name box, type a name for the queue.

6. Click the Groups tab.

7. To add one or more agent groups to the queue, in the Available Groups box, click the group or groups that you want to add, and then click Add. To change the order in which the groups are listed, in the Selected Groups box, use the Move Up and Move Down buttons.

8. To specify the maximum period of time that a caller will wait to be connected to an available agent before they are forwarded to another destination, click the Timeout tab, and then do the following:

   1. Clear the Never timeout the call check box.
   2. In the seconds box, specify the timeout period.
   3. Specify what to do when a call times out:

      • To forward the call to voice mail, click Voice mail, and then enter a voice mail address in the form username@domainname (for example, bob@contoso.com).

      • To forward the call to another user enter, click SIP URI, and then enter a user address.

      • To forward the call to another telephone number, click Number, and then enter the telephone number in the format number@domainname (for example, +14255550121@contoso.com).

      • To forward the call to another queue, click Another queue. In the list provided, click the queue that you want.

9. To specify the maximum number of calls that the queue will hold, click the Overflow tab, and then do the following:

   1. Clear the No overflow check box.
   2. In the calls box, specify the maximum number of calls that you want the queue to hold. To control which call is forwarded when the queue is full, click Oldest Call or Newest Call.
   3. Specify what to do when the overflow threshold is met:

      • To forward the call to voice mail, click Voice mail, and then enter a voice mail address in the form username@domainname (for example, bob@contoso.com).

      • To forward the call to another user, click SIP URI, and then enter a user address.

      • To forward the call to another telephone number, click Number, and then enter the telephone number in the format number@domainname (for example, +14255550121@contoso.com).

      • To forward new calls to another queue, click Another queue. In the list provided, click the queue that you want.

10. When all settings are as you want them, click OK.

See Also

Concepts

Creating an Agent Group
Creating Workflows

Other Resources

Modifying Queue Settings
Managing the Response Group Service