Creating a Queue

To create a new queue, follow these steps:

1. Open the Lync Server 2013 Control Panel.

2. Click Response Groups.

3. Click Queue.

4. Click New.

5. Select an Application Server and click OK.

6. Enter a Name for the queue.

7. Enter a Description for the queue.

8. Click Select to choose existing agent groups that belong to the queue.

9. Highlight any groups to add and click OK.

10. Check the box for Enable Queue Time-out if required.

11. After selecting queue time-out, enter a Time-out Period.

12. After selecting Queue Time-out, select a Call Action and enter an appropriate SIP URI if required.

13. Check the box for Enable Queue Overflow if required.

14. After selecting Enable Queue Overflow, enter a Maximum Number of Calls.

15. After selecting Enable Queue Overflow, click Forward the Call and select an option.

16. After selecting Enable Queue Overflow, select a Call Action and enter an appropriate SIP URI if required.

17. Click Commit when completed.

Alternatively, the Lync Server Management Shell can be used to create a new queue through the New-CsRgsAgentGroup and New-CsRgsCallAction cmdlets.