The call is sent to the first agent who accepts it, after which the other agents no longer see the call. Users who are configured as agents can see all the calls that are waiting and answer waiting calls in any order. To offer a new call to all agents who are signed into Skype for Business and the Response Group application at the same time, regardless of their current presence, click Attendant. To always offer a new call to the agents in the order in which they are listed in the Agent list, click Serial. To offer a new call to each agent in turn, click Round robin. The call is sent to the first agent who accepts it. To offer a new call to all available agents at the same time, click Parallel. To offer a new call first to the agent who has been idle the longest (has had a presence of Available or Inactive in Skype for Business the longest), click Longest idle. In Routing method, select the method for routing calls to agents in the group as follows: If the agent alert time exceeds 180 seconds, the client application rejects the call because the SIP transaction timer reaches its maximum wait time. The agent alert time setting cannot exceed 180 seconds. In Alert time (seconds), specify the number of seconds to ring an agent before offering the call to the next available agent (the default is 20 seconds). When you select this option, agents click a menu item in Skype for Business to open Internet Explorer and display a webpage console for signing in and out of the group. Select Formal to specify that agents in the group must sign in and out of the group.
Agents are automatically signed in to the group when they sign in to Skype for Business. Select Informal to specify that agents in the group do not need to sign in and out of the group. In the Participation policy, select one of the following to set up the sign-in behavior for the group: In Description, type a description for the group. In Name, type an identifying name for the agent group. In the resulting list, click the group that you want, click Edit, and then click Show details. To modify an existing agent group, type all or part of the name of the agent group in the search field. In the resulting list of services, click the service that you want, and then click OK. In the Select a Service search field, type all or part of the name of the ApplicationServer service where you want to add the group. On the Group page, do one of the following: In the left navigation bar, click Response Groups, and then click Group. Open a browser window, and then enter the Admin URL to open the Skype for Business Server Control Panel. If you are one of the delegated Response Group Managers for a managed workflow, you can create groups and use them in the workflows that you manage. Use one of the following procedures to create or modify an agent group. If an agent is moved from on-premises to online, Response Group calls will not be routed to that agent. Informal agents are automatically signed in to the group when they sign in to Skype for Business, and they cannot sign out of the group.
#Order of groups in skype for business windows
Formal agents sign in and out of their groups by clicking a menu item in Skype for Business to open the Windows Internet Explorer Internet browser and display a webpage console.Īn agent who does not sign in or out of the group is called an informal agent. This can be useful for agents who answer calls from the group on a part-time basis. Formal agents must be signed in to the group before they can receive calls routed to the group. When you create an agent group, you select the agents that are assigned to the group and specify additional group settings, such as the routing method and whether an agent can sign in to and out of the group.Īn agent who must sign in and out of the group, which is different from signing in or out of Skype for Business, is called a formal agent. Create or modify an agent group in Response Group, in Skype for Business Server Enterprise Voice.
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