1. Log on as a member of the RTCUniversalServerAdmins group, or as a member of one of the predefined administrative roles that support Response Group. If you are not logged on as a member of one of these roles, you are prompted for alternate credentials.

2. Open a browser window, and then enter the Admin URL to open the Lync Server Control Panel. For details about the different methods you can use to start Lync Server Control Panel, see Open Lync Server Administrative Tools.

3. In the left navigation bar, click Response Groups, and then click Queue.

4. On the Queue page, click New.

5. In Select a Service, type part or all of the name of the ApplicationServer service for which you want to add the queue in the search field.

6. In the list of services, click the service that you want, and then click OK.

7. In New Queue, in Name, type a descriptive name for the queue.

8. In Description, type a description for the queue.

9. In Groups, click Select.

10. In the Select Groups search field, type part or all of the name of the agent group that you want to assign to the queue.

    Note:
    When the server searches for an available agent in the queue, it uses group order. That is, the first group in the list is searched first, followed by the second group in the list, and so on. To change the order of the groups in the Groups list, click a group, and then click the up arrow or down arrow.

11. In the search results list, click the agent group that you want, and then click OK.

12. To specify a maximum period of time for a caller to wait on hold before an agent answers the call, select the Enable queue time-out check box, and then do the following:

    1. In Time-out period (seconds), specify the maximum number of seconds a caller waits for an agent to answer the call.
       
       
    2. In Call Action, select the action that occurs when a call times out as follows:
       
       
       • To disconnect the call after the timeout, click Disconnect.
         
         
       • To forward the call to voice mail, click Forward to voice mail, and then in the SIP address field, type a voice mail address in the format sip:<username>@<domainname> (for example, sip:bob@contoso.com).
         
         
       • To forward the call to another telephone number, click Forward to telephone number, and then in the SIP address field, type the telephone number in the format sip:<number>@<domainname> (for example, sip:+14255550121@contoso.com).
         
         
       • To forward the call to another user, click Forward to SIP address, and then in the SIP address field, type the URI for the user in the format sip:<username>@<domainname>.
         
         
       • To forward the call to another queue, click Forward to another queue, and then browse to the queue that you want to use.
         
         

13. To specify a maximum number of calls that the queue can hold, select the Enable queue overflow check box, and then do the following:

    1. In Maximum number of calls, select the maximum number of calls that you want the queue to hold.
       
       
    2. In Forward the call, select which call is to be forwarded when the queue is full: Newest Call or Oldest Call.
       
       
    3. Select the action that occurs when the overflow threshold is met as follows:
       
       
       • To disconnect the call after the timeout, click Disconnect.
         
         
       • To forward the call to voice mail, click Forward to voice mail, and then in the SIP address field, type a voice mail address in the format sip:<username>@<domainname> (for example, sip:bob@contoso.com).
         
         
       • To forward the call to another telephone number, click Forward to telephone number, and then in the SIP address field, type the telephone number in the format sip:<number>@<domainname> (for example, sip:+14255550121@contoso.com).
         
         
       • To forward the call to another user, click Forward to SIP address, and then in the SIP address field, type the URI for the user in the format sip:<username>@<domainname>.
         
         
       • To forward the call to another queue, click Forward to another queue, and then browse to the queue that you want to use.
         
         

14. Click Commit.

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