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

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Queues

A Response Group queue is used to hold calls while waiting for an agent to answer. A queue can contain a single agent group, or administrators might add multiple agent groups to a queue. The following options are available when creating a queue:

Enable queue timeout—Determines whether a time limit is enforced when callers wait for an agent.

Time-out period—The number of seconds a caller can remain in the queue before timing out.

Call Target—The action taken when a call reaches the time-out period. The options for call targets are discussed in greater detail later in this section.

Maximum number of calls—The number of calls that can be in the queue at any given time.

Forward the call—Determines whether the call is forwarded when ...

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