Modifying Queue Settings
Topic Last Modified: 2008-12-19
Queues hold callers until an agent answers the call. You can change the agent groups assigned to the queue, and other queue settings such as the maximum number of calls you want waiting in the queue, or what to do with a call if an available agent cannot be found after a specified time period.
Modifying a Queue
The queue settings are configured by using the Office Communications Server 2007 R2 Response Group Administration snap-in.
To open the Queue Properties window
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.
Right-click the name of the pool, point to Properties, point to Applications, and then click Response Group Service Properties.
In the Office Communications Server 2007 R2 Response Group Administration snap-in, expand the pool node, and then click the Queues folder.
Right-click the queue that you want to modify, and then click Properties.
Make changes to the queue settings, and then click OK.
The following sections describe some of the queue management tasks you may want to do from the Queue Properties window.
Changing the Queue Name or Description
You can change the queue name and description.
To change the queue name or description
In the Queue Properties window, click the General tab.
To change the queue name, change the queue name in the Name box.
To change the queue description, change the description in the Description box.
Changing the Groups Assigned to the Queue
A group is a collection of agents who answer incoming calls routed to them. You can add or remove groups assigned to the queue. You can also change the order in which the groups are listed. The group order is used when the server searches for an available agent in the queue. That is, the first group in the list is searched first, followed by the second group in the list, and so on.
To add or remove a group
In the Queue Properties window, click the Groups tab.
To add a group to the queue, in the Available Groups box, click the group to add, and then click Add.
To remove a group from the queue, in the Selected Groups box, click the group to remove, and then click Remove.
To change the order that groups are listed, click a group in the Selected Groups box, and then use the up arrow and down arrow buttons to change the order of the group.
Setting a Queue Time Out
The time out feature lets you send the caller to another destination if the system cannot connect the caller to an available agent in the specified time period. By default, queues never time out.
To change the queue time out settings
In the Queue Properties window, click the Time Out tab.
To set a queue time out, clear the Never time out the call check box.
In the Time out period (seconds) box, specify the maximum period of time that a caller will wait to be connected to an available agent.
To specify what to do when a call times out, do the following:
To forward the caller to voice mail, click Voice mail, and then type the voice mail address in the format username@domainname (for example, bob@contoso.com).
To forward the caller to another user, click SIP URI, and then type the URI for the user in the format username@domainname.
To forward the caller to another telephone number, click Telephone Number, and then enter the telephone number.
The format of the telephone number is number@domainname (for example, +14255550121@contoso.com). The domain name is used to route the caller to the correct destination.
To forward the caller to another queue, click Another queue, and then select the queue from the pull-down list.
Setting a Queue Overflow Threshold
The overflow threshold is the maximum number of calls that the queue can hold. You can set the overflow threshold for the queue, and then specify what to do when the limit is met. By default, the queue does not have an overflow threshold.
To change the queue overflow threshold settings
In the Queue Properties window, click the Overflow tab.
To set a queue overflow threshold, clear the No overflow check box.
In the Maximum number of calls box, specify the maximum number of calls that the queue can hold.
To specify which call to forward when the queue is full, click the Forward the box and select either Oldest Call or Newest Call.
To specify what to do when the overflow threshold is met, do the following:
To forward the call to voice mail, click Voice mail, and then type the voice mail address in the format username@domainname (for example, bob@contoso.com).
To forward the call to another user, click SIP URI, and then and then type the URI for the user in the format username@domainname.
To forward the call to another telephone number, click Telephone Number, and then type the telephone number in the format number@domainname (for example, +14255550121@contoso.com).
To forward the call to another queue, click Another queue, and then click the queue that you want to use.
Viewing the Associated Workflows
You can view the workflows that this queue is associated with. If you want to add or remove this queue to a workflow, you must modify the workflow settings. For details, see Modifying Workflows.
To view the associated workflows
- In the Queue Properties window, click the Workflows tab.