A Basic Hunt Group workflow routes calls to the specified queue. You can designate a manager for the workflow who can modify the workflow settings.

Every workflow must be associated with a Contact object. Contact objects are Active Directory objects that have a Session Initiation Protocol (SIP) Uniform Resource Identifier (URI) address associated with them and are created using the RGSCOT.exe command-line tool. Each Contact object can be associated with only one workflow. You must create the Contact object before you create the workflow. For details, see Creating a Contact Object.

To create a Basic Hunt Group workflow

  1. On a computer that is in the same forest as the server that is running the Response Group Service, log on as a member of the RTCUniversalServerAdminsgroup.

  2. Open a Web browser, and then connect to https:// server-FQDN/rgs/deploy/default.aspx, where server-FQDNis the fully qualified domain name (FQDN) of the server that is running the Response Group Service.

  3. Next to Basic Hunt Group, click Create.

  4. (Optional) If you do not want the workflow to be deployed, clear the Activate the workflowcheck box.

  5. In the Select the address of the group that will receive the callsbox, click the address of the group that you want to answer calls to the workflow.

    Each address is associated with a Contact object. The list includes the addresses of all Contact objects that are not already in use.
  6. (Optional) In the Descriptionbox, type a description for the workflow as you want it to appear on the contact card in Office Communicator.

  7. Under Step 2 Select a Language, click the language that you want to use for text-to-speech.

    To select a language, the corresponding language pack must already be installed and registered on the server. For details about language packs, see Installing Language Packsin the Deploying the Response Group Service documentation.
  8. Under Step 3 Configure a Queue or Time Out Actions, click the queue that you want to handle calls to the workflow.

  9. (Optional) If you want, you can change the time-out settings for the queue as follows:

    Changing the time-out settings for a queue affects all workflows that use the queue.
    1. If you do not want to specify a time out period (that is, the caller continues to stay on hold until an agent accepts the call), select the Never time out the callcheck box.

    2. To change the time out period, in the Time out period (seconds)box, type the maximum period of time that a caller will be placed on hold before the workflow takes another action.

    3. To change the action taken when a call times out, do one of the following:

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

      • To forward the call to another user or another telephone number, click SIP URI, and then type the user address or telephone number. The format for the user address is username@domainname. The format of the telephone number is number@domainname (for example, +14255550121@contoso.com).

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

  10. Under Step 4 Add or Delete Managers, in the Enter the manager name(s) to addbox, type the names of the users that can modify the settings for this workflow, and then click Add.

    The format for the names is domain\username (for example, Contoso\Bob). Separate multiple names with a semi-colon.
    Managers can change settings such as the activation state, description, and the queue time out actions.
  11. Click Deploy.