Agents are users who handle incoming calls that are routed to them. To be an agent, a user must be enabled for Office Communications Server and also enabled for Enterprise Voice. You can create one or more agents at a time.

The Response Group Service uses a Contact object named the RGS Presence Watcher to monitor the presence state of agents. New users might receive a notification that they have been added to the contact list of the RGS Presence Watcher when they sign in using Office Communicator 2007 or Office Communicator 2007 R2. To avoid this, after you enable users for Office Communications Server, wait until they have signed in to the server at least one time before you add them to the list of agents.

To create an agent

  1. On a computer where the Office Communications Server 2007 R2 administrative tools are installed, log on as a member of the RTCUniversalServerAdminsgroup.

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

  3. Right-click the name of the server pool, point to Properties, point to Applications, and then click Response Group Service Properties.

  4. In the Office Communications Server 2007 R2 Response Group Administration snap-in, expand the pool node, right-click Agents, and then click Add agent.

  5. In the Add Agentsdialog box, in the User namebox, type all or part of a user name, and then click Search.

  6. Click one or more users from the search results, and then click Add.

    The search results include users who match the search criteria, and are enabled for Office Communications Server and Enterprise Voice.


When a call is routed to an agent, the Session Initiation Protocol (SIP) Uniform Resource Identifier (URI) of the agent is visible to the caller.

See Also


Creating an Agent Group

Other Resources

Create and Enable Users for Office Communications Server
Step 8. Enable Users for Enterprise Voice