New-CsRgsCallAction -Target <Nullable> [-Prompt <WorkflowPrompt>] [-TargetQuestion <Question>] [-TargetQueueId <Nullable>] [-TargetUri <String>]

Parameters

Appearances to the contrary, the Response Group application is not an example of an artificial intelligence; instead, the service simply carries out the actions you have configured it to carry out. For example, any time a call is received the Response Group application looks up the workflow associated with the telephone number that was called. After the workflow is found, the service checks to see if the call was received outside of business hours or on a holiday. If so, the service takes the action specified for calls received after business hours or on a holiday. (For example, the call might be directly transferred to voice mail.) If the call was received during business hours then the Response Group Service takes the action preconfigured for calls received during business hours. All these actions are determined in advance, and all these actions are created using the New-CsRgsCallAction cmdlet. New-CsRgsCallAction enables you to have calls placed in a Response Group queue; transferred to voice mail, a SIP address, or a PSTN (Public Switched Telephone Network) phone number; transferred to an Interactive Voice Response question; or terminated. It’s entirely up to you.

When you call New-CsRgsCallAction you do not directly modify the properties of a workflow, queue, or other Response Group application element. Instead, the new call action you create initially exists only in memory, and must be stored in an object reference variable. When it comes time to, say, modify the NextTarget property of a workflow, you then assign this object reference (for example, $x) to NextTarget.

New-CsRgsCallAction creates new instances of the Microsoft.Rtc.Rgs.Management.WritableSettings.CallAction object.

-------------------------- Example 1 ------------------------

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$x = Get-CsRgsQueue -Identity service:ApplicationServer:atl-cs-001.litwareinc.com -Name "Help Desk Overflow Queue" $y = New-CsRgsCallAction -Prompt "Please hold while we transfer your call." -Target TransferToQueue -TargetQueueID $x.Identity $z = Get-CsRgsQueue -Identity service:ApplicationServer:atl-cs-001.litwareinc.com -Name "Help Desk Queue" $z.OverflowAction = $y Set-CsRgsQueue $z

The commands shown in Example 1 demonstrate how you can create a new Response Group call action and then assign that action to an existing Response Group queue. To perform this task, the first step is to use Get-CsRgsQueue to retrieve the Response Group Service queue Help Desk Overflow Queue from ApplicationServer:atl-cs-001.litwareinc.com. Information from this queue is then stored in a variable named $x.

After the queue has been retrieved, the New-CsRgsCallAction cmdlet is used to create a new call action. This call action is assigned three parameters: -Prompt (the prompt to be used by the call action); -Target (which indicates what happens if the new call action is triggered; the parameter value TransferToQueue means that the call will be transferred to a different Response Group queue); and -TargetQueueID, the alternate queue the call will be transferred to ($x.Identity, which represents the Identity of the queue Help Desk Overflow Queue). This new call action is created in memory and then stored in a variable named $y.

Command 3 retrieves the queue to be modified; in this example, that’s the Help Desk Queue on Redmond-ApplicationServer-1. After Get-CsRgsQueue retrieves this queue, the queue object is stored in a variable named $z.

When that command completes you can then assign the new call action to Help Desk Queue; this is done by setting the value of the OverflowAction property to $y, the variable that contains the newly-created call action.

After the call action has been assigned, the example then calls Set-CsRgsQueue to write the changes to the actual instance of Help Desk Queue on ApplicationServer:atl-cs-001.litwareinc.com.