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. ...