Configuring Agent Groups

Agent groups are a collection of users, which can be distribution groups or individual user accounts. The following options are available during creation of an agent group:

• Participation Policy—Determines whether agents need to sign in or out of the group manually. Selecting Formal here means users have to manually enter and leave the agent group through a web page. Informal means the agents are automatically included in the group as long as they are signed in to Lync.

• Alert Time—Sets the number of seconds a call rings an agent before attempting to ring the next agent.

• Routing Method—Specifies how the calls are routed among agents in the group. Options include Longest Idle, Parallel, Round Robin, Serial, and Attendant.

• Agents—Specifies the user accounts or a distribution group used for the agent group membership. Keep in mind that distribution groups do not recognize nested groups and that only one distribution group can be specified.