Queues hold callers until an agent answers the call. 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 can hold and the period of time that an agent’s telephone rings before the call is passed to another agent.

To create a queue

  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 the Queuesfolder, and then click New queue.

  5. On the Generaltab, in the Namebox, type a name for the queue.

  6. Click the Groupstab.

  7. To add one or more agent groups to the queue, in the Available Groupsbox, click the group or groups that you want to add, and then click Add.

    Note:
    The group order is used when the server searches for an available agent in the queue. 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 in which the groups are listed, in the Selected Groupsbox, click a group, and then click the up arrow or down arrow button.

  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 Time Outtab, and then do the following:

    1. Clear the Never time out the callcheck box.

    2. In the Time out period (seconds)box, specify the time out period.

    3. Specify what to do when a call times out as follows:

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

      • To forward the call to another user, click SIP URI, and then type the URI for the user in the format username@domainname.

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

      • To forward the call to another queue, click Another queue, and then click the queue that you want to use.

  9. To specify the maximum number of calls that the queue can hold, click the Overflowtab, and then do the following:

    1. Clear the No overflowcheck box.

    2. In the Maximum number of callsbox, specify the maximum number of calls that you want the queue to hold.

    3. To specify which call to forward when the queue is full, click the Forward thebox and select either Oldest Callor Newest Call.

    4. Specify what to do when the overflow threshold is met as follows:

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

      • To forward the call to another user, click SIP URI, and then type the URI for the user in the format username@domainname.

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

      • To forward the call to another queue, click Another queue, and then click the queue that you want to use.

  10. Click OK.

See Also