[This is preliminary documentation and is subject to change. Blank topics are included as placeholders.]

Creates a new Response Group call action. The Response Group application uses call actions to determine what the system will do when a call is received. For example, a call action might specify that a call be transferred to another queue; that a specific Response Group question be asked; that the call be terminated; etc.


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


Parameter Required Type Description



WorkflowPrompt object

Prompt to be played before the call action takes place. (For example, "Please hold while your call is transferred.") Prompts must be created using the New-CsRgsWorkflowPrompt cmdlet.



PS List Modifier

Represents the call action to be taken. The target must be set to one of the following values:

Terminate – The call is terminated.

TransferToQueue – The call is transferred to a Response Group queue.

TransferToQuestion – The call is transferred to a Response Group question.

TransferToUri – The call is transferred to the specified SIP URI.

TransferToVoiceMailUri – The call is transferred to voice mail.

TransferToPSTN – The call is transferred to a Public Switched Telephone Network (PSTN) telephone.

The Target must be specified each time you create a new call action; there is no default value.



Question object

Question to be asked if the Target has been set to TransferToQuestion. The question must be created using the New-CsRgsQuestion cmdlet.

This parameter is required if the Target has been set to TransferToQuestion.



Xds Identity

Identity of the Response Group queue to call should be transferred to (assuming that the Target has been set to TransferToQueue). The TargetQueueID is best specified by using Get-CsRgsQueue to retrieve the Identity of the relevant queue.

This parameter is required if the Target is set to TransferToQueue.




SIP address, voice mail URI or PSTN telephone number that the caller should be transferred to.

This parameter is required if the Target has been set to TransferToUri; TransferToVoiceMailUri; or TransferToPSTN.

Detailed Description

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.

Return Types

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


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

Copy Code
$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.