Queues hold callers until an agent answers the call. You can change the agent groups assigned to the queue, and other queue settings such as the maximum number of calls you want waiting in the queue, or what to do with a call if an available agent cannot be found after a specified time period.

Modifying a Queue

The queue settings are configured by using the Office Communications Server 2007 R2 Response Group Administration snap-in.

To open the Queue Properties window

  1. Log on as a member of the RTCUniversalServerAdminsgroup 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. Right-click the name of the 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, and then click the Queuesfolder.

  5. Right-click the queue that you want to modify, and then click Properties.

  6. Make changes to the queue settings, and then click OK.

The following sections describe some of the queue management tasks you may want to do from the Queue Propertieswindow.

Changing the Queue Name or Description

You can change the queue name and description.

To change the queue name or description

  1. In the Queue Propertieswindow, click the Generaltab.

  2. To change the queue name, change the queue name in the Namebox.

  3. To change the queue description, change the description in the Descriptionbox.

Changing the Groups Assigned to the Queue

A group is a collection of agents who answer incoming calls routed to them. You can add or remove groups assigned to the queue. You can also change the order in which the groups are listed. 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 add or remove a group

  1. In the Queue Propertieswindow, click the Groupstab.

  2. To add a group to the queue, in the Available Groupsbox, click the group to add, and then click Add.

  3. To remove a group from the queue, in the Selected Groupsbox, click the group to remove, and then click Remove.

  4. To change the order that groups are listed, click a group in the Selected Groupsbox, and then use the up arrow and down arrow buttons to change the order of the group.

Setting a Queue Time Out

The time out feature lets you send the caller to another destination if the system cannot connect the caller to an available agent in the specified time period. By default, queues never time out.

To change the queue time out settings

  1. In the Queue Propertieswindow, click the Time Outtab.

  2. To set a queue time out, clear the Never time out the callcheck box.

  3. In the Time out period (seconds)box, specify the maximum period of time that a caller will wait to be connected to an available agent.

  4. To specify what to do when a call times out, do the following:

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

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

    • To forward the caller to another telephone number, click Telephone Number, and then enter the telephone number.

      The format of the telephone number is number@domainname (for example, +14255550121@contoso.com). The domain name is used to route the caller to the correct destination.

    • To forward the caller to another queue, click Another queue, and then select the queue from the pull-down list.

Setting a Queue Overflow Threshold

The overflow threshold is the maximum number of calls that the queue can hold. You can set the overflow threshold for the queue, and then specify what to do when the limit is met. By default, the queue does not have an overflow threshold.

To change the queue overflow threshold settings

  1. In the Queue Propertieswindow, click the Overflowtab.

  2. To set a queue overflow threshold, clear the No overflowcheck box.

  3. In the Maximum number of callsbox, specify the maximum number of calls that the queue can hold.

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

  5. To specify what to do when the overflow threshold is met, do the following:

    • To forward the call to voice mail, click Voice mail, and then type the 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 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.

Viewing the Associated Workflows

You can view the workflows that this queue is associated with. If you want to add or remove this queue to a workflow, you must modify the workflow settings. For details, see Modifying Workflows.

To view the associated workflows

  • In the Queue Propertieswindow, click the Workflowstab.

See Also

Concepts

Creating a Queue