Response Groups: Create New or Edit Existing Agent Group

Agent groups define who can answer calls to a response group (known as agents) and the settings that apply to all the agents in the group.

UI Reference

The following list describes the fields on the page.

  • Name Each agent group requires a unique name. Use a descriptive name that identifies the group's function. For example, Help Desk.

  • Description This field is optional. Use it to provide additional details about the group.

  • Participation policy Specify the way that agents are to sign into the response group:

    • Select Informal to specify that the agents in the group do not need to sign in and out. Informal agents are automatically signed in when they sign in. The default is Informal.

    • Select Formal to specify that the agents in the group must sign in and out. When you select this option, agents click a menu item in the client to open a browser and display a web page console for signing in and out.

  • Alert time (seconds) Specify the number of seconds to ring an agent before offering the call to the next available agent. The value must be at least 10 seconds and less than 180 seconds. The default is 20 seconds.

  • Routing method Select the method for determining the order in which agents receive calls:

    • Select Longest idle to offer a new call first to the agent who has been idle (has had a presence of Available or Inactive) the longest.

    • Select Parallel to offer a new call to all available agents at the same time. The call is sent to the first agent who accepts it.

    • Select Round robin to offer a new call to each agent in turn.

    • Select Serial to always offer a new call to agents in the order in which they are listed in the Agent list.

    • Select Attendant to offer a new call to all agents who are signed in and the Response Group application at the same time, regardless of their current presence. Attendants and client users who are configured as agents can see all the calls that are waiting and can answer waiting calls in any order. The call is sent to the first agent who accepts it, and the other attendants and users no longer see the call.

  • Agents Select the users who are to be agents for the response group in one of the following ways:

    • Select Use an existing email distribution list to use an Exchange distribution list. Type the email address of the distribution list in Distribution list address.

      Note

      You can select only one distribution list for an agent group. If the distribution list includes nested distribution lists, the nested distribution lists are not included in the agent group.

      Note

      The order in which agents are listed in the distribution list affects the order in which agents receive calls for round robin and serial routing.

      Note

      Hidden memberships or hidden lists might become visible to Response Group administrators or users. For details, see Create or modify an agent group in Skype for Business 2015.

    • Select Define a custom group of agents to select the users you want to assign as agents for the response group. Click Select to add an agent to the list. Click Remove to delete a selected agent from the list.

      The up and down arrows move a selected agent up and down in the agent list. The order of agents in the list affects the order in which agents receive calls for round robin and serial routing.

For details about Response Group features and capabilities, see Plan for the Response Group application in Skype for Business Server 2015 in the Planning documentation. For details about working with agent groups, see Managing Agent Groups in the Operations documentation.