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Microsoft® Lync Server 2010 Unleashed by Tom Pacyk, Andrew Abbate, Alex Lewis

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Agent Groups

Agent groups are a collection of users who include a number of user accounts. Distribution groups or individual user accounts might be added to an agent group. After group membership has been defined, administrators can select how calls are routed within the agent group, such as round robin or in parallel. The last option administrators can define is whether users are automatically signed in to the agent group when signed in to Lync or whether they can manually participate or leave the group. The following options are available when creating 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. ...

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