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

Creates a new Response Group agent group. An agent group is a collection of agents assigned to a Response Group queue. Agents are the users assigned to answer calls directed to a particular queue.


New-CsRgsAgentGroup -Parent <RgsIdentity> -Name <String> [-AgentAlertTime <Int16>] [-AgentsByUri <Collection>] [-Description <String>] [-DistributionGroupAddress <String>] [-InMemory <SwitchParameter>] [-ParticipationPolicy <Informal | Formal>] [-RoutingMethod <LongestIdle | Serial | Parallel | RoundRobin | Attendant>] [-Tenant <Nullable>]


Parameter Required Type Description



Rgs Identity

Service where the new holiday set will be hosted. For example: -Parent "service:ApplicationServer:atl-cs-001.litwareinc.com".




Unique name to be assigned to the agent group. The combination of the Parent property and the Name property enables you to uniquely identify agent groups without having to refer to the group’s GUID (globally unique identifier).




Enables administrators to provide additional, explanatory information about the agent group. For example, the Description might contain information about who to contact if the group does not receive the expected phone calls.



PS List Modifier

Indicates whether or not agents are required to formally sign on to the system in order to receive phone calls intended for the group. If ParticipationPolicy is set to Informal (the default value) sign-in is not required. If ParticipationPolicy is set to Formal then sign-in is required.




Represents the amount of time (in seconds) that a call can remain unanswered before it is automatically routed the next agent. The AgentAlertTime can be set to any integer value between 10 and 600 seconds (120 minutes), inclusive. The default value is 20 seconds.



PS List Modifier

Specifies the method used to route new calls to agents. The RoutingMethod must be set to one of the following values:

LongestIdle – Calls are routed to the agent who has been idle (that is, not involved in a call) for the longest period of time.

RoundRobin – Calls are routed to the next agent on the list.

Serial – Calls are always routed to the first agent on the list, and are only routed to other agents if this person is not available.

Parallel – Calls are routed to all agents at the same time, except agents who Presence status indicates that are in a call or otherwise unavailable.

ParallelIgnorePresence – Calls are routed to all agents at the same time, even if the agents Presence status indicates that he or she is in a call or otherwise unavailable.

The default routing method is Parallel.



Agents collection

Enables you to individually add agents to an agent group. New agents are identified using their SIP addresses.




Enables you to add all the members of an Active Directory distribution group to an agent group.



Switch Parameter

Creates an object reference without actually committing the object as a permanent change. If you assign the output of this cmdlet called with this parameter to a variable, you can make changes to the properties of the object reference and then commit those changes by calling this cmdlet’s matching Set- cmdlet.




Suppresses the display of any non-fatal error message that might arise when running the command.

Detailed Description

When someone calls a phone number associated with the Response Group application, the application first determines which workflow corresponds to the number that was called. Based on the configuration of that workflow, the call might be routed to a set of Interactive Voice Response questions (in which the caller is asked one more questions along the lines of "Is this question about hardware support or software support?"). Alternatively, the call might be placed in a Response Group queue; there the caller will be put on hold until a designated person is available to answer the call. The people designated to answer calls are known as agents, and a collected group of agents are referred to as a Response Group agent group. Agent groups are associated with workflows, and are further associated with similar job responsibilities: help desk personnel might be grouped in the Help Desk agent group while customer support agents might be grouped in the Customer Support agent group.

New agent groups are created using the New-CsRgsAgentGroup cmdlet.

Return Types

New-CsRgsAgentGroup creates new instances of the Microsoft.Rtc.Rgs.Management.WritableSettings.AgentGroup object.


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

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New-CsRgsAgentGroup -Parent service:ApplicationServer:atl-cs-001.litwareinc.com -Name "Help Desk Group"

The command shown in Example 1 creates a new Response Group agent group named Help Desk Group; this new group is located on the service ApplicationServer:atl-cs-001.litwareinc.com. To create the group, the command in the calls New-CsRgsAgentGroup along with the -Parent and -Name parameters. In this example, no other group parameters are specified, meaning the group will use all the default property values.

-------------------------- Example 2 ------------------------

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New-CsRgsAgentGroup -Parent service:Redmond-ApplicationServer-1 -Name "Help Desk Group" -AgentsByUri "sip:kenmyer@litwareinc.com","sip:pilarackerman@litwareinc.com"

In Example 2, a new Response Group Service agent group is created and, at the same time, a pair of agents is assigned to that group. To do this, the command calls New-CsRgsAgentGroup along with the parameters -Parent and -Name. In addition, this example also includes the parameter -AgentsByUri, accompanied by the parameter value "sip:kenmyer@litwareinc.com","sip:pilarackerman@litwareinc.com". This value is simple a comma-separated list of the SIP addresses to be added to the agent group.