Creating an Agent
[This is preliminary documentation and is subject to change. Blank topics are included as placeholders.]
Agents are users who handle incoming calls that are routed to them. In order to be an agent, a user must be enabled for Office Communications Server and also enabled for Enterprise Voice. You can create one or more agents at a time.
The Response Group service uses an account called the ACD Presence Watcher to monitor the presence state of agents. New users may receive a notification that they have been added to the contact list of the ACD Presence Watcher when they sign in using Office Communicator 2007 or Office Communicator 2007 R2. To avoid this, after you enable users for Office Communications Server, wait until they have signed in to the server at least once before adding them to the list of agents.
To create an agent
Log on as a member of the RTCUniversalServerAdmins group to a computer where the Office Communications Server 2007 R2 administrative tools have been installed.
Click Start, point to Administrative Tools, and then click Office Communications Server 2007 R2.
Do one of the following:
If you have a Standard Edition server, right-click the name of the pool, point to Properties, point to Applications, and then click Response Group Service Properties.
If you have an Enterprise Edition server, expand the pool, click the Server Applications folder, right-click the Response Group Service, and then click Properties.
In the Office Communications Server 2007 R2 Response Group Administration snap-in, expand the pool node, right-click Agents, and then click Add agent.
In the Add Agents dialog box, in the User name box, type all or part of a user name, and then click Search.
Click one or more users from the search results, and then click Add.
See Also
Tasks
6.1 Create and Enable Users for Office Communications Server
Step 8 - Enable Users for Enterprise Voice