Lync 2010 Auto Attendant (aka Response Groups)

Create Lync 2010 Agent Group
Follow these steps to create an agent group by using Lync Control Panel.

Create an agent group:

Log on as a member of the RTCUniversalServerAdmins group, or as a member of one of the predefined administrative roles that support Response Group. Open a browser window, and enter Admin URL to open Lync Control Panel.
In left navigation bar, click Response Groups, and then click Group.
On Group page, click New.
In the Select a Service search field, type all or part of the name of the ApplicationServer service for which you want to add the group, click the service that you want in the list, and click OK.
On the New Group page, in the Name field, type in a name for the group.
In Description, type a description for the group.
In the Participation policy, select one of the following to set up the sign-in behavior for the group:

Select Informal to indicate that agents in the group do not need to sign in and out of the group. Agents are automatically signed in to the group when they sign in to Lync 2010.
Select Formal to indicate that agents in the group must sign in and out of the group. When you select this option, agents click a menu item in Lync 2010 to open Internet Explorer and display a webpage console for signing in and out of the group.

In Alert time (seconds), state the number of seconds to ring an agent before offering the call to the next available agent (default is 20 seconds).
In Routing method, select the method for routing calls to agents in the group as follows:

To offer a new call first to the agent who has been idle the longest (has had a presence of Available or Inactive in Lync the longest), click Longest idle.
To offer a new call to all available agents at the same time, click Parallel. The call is sent to the first agent who accepts it.
To offer a new call to each agent in turn, click Round robin.
To always offer a new call to the agents in the order they are listed in the Agent list, click Serial.
To offer a new call to all agents who are signed into Lync 2010 and the Response Group application simultaneously, regardless of their current presence, click Attendant. Lync 2010 Attendant users who are configured as agents can see all the calls that are waiting and answer waiting calls in any order. The call is sent to the first agent who accepts it, and the other Lync 2010 Attendant users no longer see the call.

In Agents, indicate how you want to create your agents list:
- To use a MS Exchange Server distribution list, click Use an existing email distribution list, and then in Distribution list address, type the email address of the distribution list (for example, NetSupport@domain.com).
  If you use an email distribution list, you are subject to the following constraints:

Multiple distribution lists cannot be selected for the agent group. Each group only supports a single distribution list.
Members of the nested distribution lists are not added to the agent list if the distribution list contains one or more distribution lists.
The server offers an incoming call to the appropriate agent according to the routing method and according to the order in which agents are listed in the distribution list if serial and round robin routing are selected

If a distribution list was configured so that the membership is hidden and the Response Group administrator assigns the distribution list to the agent list, users can call the group to find out who the members are.
If a distribution list was configured so that it’s hidden in the Exchange Global Address List, the Response Group administrator might be able to see the distribution list and assign it to the agent list if the Response Group process has the appropriate user rights and permissions, even if the administrator does not have the appropriate user rights and permissions.

To use a custom list of agents, click Define a custom group of agents. Click Select. In the Select Agents search field, type all or part of the name of the user you want to assign as an agent to this group, and click Find. In the list of agents, select the user, and click OK.

11. Click Commit.

Create a Lync 2010 Response Queue

To create a queue:

Log on as a member of the RTCUniversalServerAdmins group, or as a member of one of the predefined administrative roles that support Response Group. Open a browser window and enter Admin URL to open Lync Control Panel.
In left navigation bar, click Response Groups, and then click Queue.
On Queue page, click New.
In Select a Service, type part or the entire name of the ApplicationServer service for which you want to add the queue in the search field.
In the list of services, click the service that you want, and then click OK.
In New Queue, in Name, type a name for the queue.
In Description, type a description for the queue.
In Groups, click Select.
In the Select Groups search field, type part or the entire name of the agent group that you want to assign to the queue.
In the search results list, click the agent group that you want, and click OK.
To indicate a maximum period of time for a caller to wait on hold before an agent answers the call, select Enable queue time-out check box, and do the following:

In Time-out period (seconds), indicate the maximum number of seconds a caller waits for an agent to answer call.
In Call Action, select action that occurs when a call times out as follows:

To disconnect call after timeout, click Disconnect.
To forward call to voice mail, click Forward to voice mail, and then in SIP address field, type a voice mail address in the format sip:<username>@<domainname> (for example, sip:bob@domain.com).
To forward call to another telephone number, click Forward to telephone number, and then in the SIP address field, type the telephone number in the format sip:<number>@<domainname> (for example, sip:+13205550121@domain.com).
To forward call to another user, click Forward to SIP address, and then in the SIP address field, type the URI for user in the format sip:<username>@<domainname>.
To forward call to another queue, click Forward to another queue, and then browse to the queue that you want to use.

To indicate a max number of calls that the queue can hold, select Enable queue overflow check box, and do the following:

In Maximum number of calls, select the maximum number of calls you want the queue to hold.
In Forward the call, select which call is to be forwarded when queue is full: Newest Call or Oldest Call.
Select action that occurs when overflow threshold is met as follows:

To disconnect call after the timeout, click Disconnect.
To forward call to voice mail, click Forward to voice mail, and in the SIP address field, type a voice mail address in the format sip:<username>@<domainname> (for example, sip:bob@domain.com).
To forward call to another telephone number, click Forward to telephone number, and in the SIP address field, type the telephone number in the format sip:<number>@<domainname> (for example, sip:+14255550121@domain.com).
To forward the call to another user, click Forward to SIP address, and then in the SIP address field, type the URI for the user in the format sip:<username>@<domainname>.
To forward the call to another queue, click Forward to another queue, and then browse to the queue that you want to use.