Response Group – How-to create a Call Action


Many response group objects have action properties that accept
RgsCallAction object. The RgsCallAction is used to determine what the system
does when a call is received. Properties for RgsCallAction are as below:

  • Action
    <Enumerator >: Action to be taken.

    • Terminate: will terminate the call (hang up).
    • TransferToQueue: call will be transferred to
      selected queue.
    • TransferToQuestion: call will be transferred to
      selected question.
    • TransferToUri: call will be transferred to
      selected SipUri.
    • TransferToVoiceMailUri: call will be transferred
      to selected voice mail URI.
    • TransferToPSTN: call will be transferred to
      selected PSTN (public switched telephone network).
  • Prompt <CsRgsPrompt>:
    The prompt (audio file or Text To Speech) to be played.
  • Question <CsRgsQuestion>:
    The question to transfer the call to.
  • QueueID <CsRgsQueue>:
    Identity of the queue the call should be transferred to.
  • Uri <String>:
    SIP address, voice mail URI or PSTN number the call should be transferred to.

At this point you might have noticed that I introduced a few
new Rgs related cmdlets: CsRgsPrompt, CsRgsQuestion and CsRgsQueue. I will not
go deep in this post about these objects but let me at least define for you
what the goal of this objects is:

-         
Prompt:
Either an audio file played or a text that is read aloud by the TTS engine in
order to supply caller with additional information.

-         
Question:
Provide the caller with choices (ex: press 1 for English, press 2 for French)
and take action based on the callers' answer.

-         
Queue:
Hold the caller on hold until an agent is eligible to receive the call.

To create a call action you can either use the Lync Server
Control Panel or the Lync Server Management Shell. However to add a prompt to a
call action you have to use the Lync Server Management Shell.

Figure 1: Configuring a call action via Lync Server
Control Panel

Let's create a call action via PowerShell:

1.      
Open the Shell or Import the Lync module to your
PowerShell console.
          
PS C:\> Import-Module Lync

2.      
If you want a prompt in you call action, create
one
          PS C:\>  $prompt = New-CsRgsPrompt -TextToSpeechPrompt
"Please hold the line, you are being transferred to our sales group".

3.      
Create your call action object and define an
action to your object
          
PS C:\>  $ca = New-CsRgsCallAction -Action
TransferToUri

4.      
Now depending on the action you selected above
enter a value in the correct property, not doing so will throw an exception
when trying to use this call action with another object.
         
PS C:\> $ca.Uri = "Ahmet@vdomain.com"

5.      
Attach the prompt to your object
          PS C:\> $ca.Prompt = $prompt

Keep in mind that call actions can have only certain type of
action depending on the parent object consuming them, below is a summary of the
valid choices:

-         
Workflow (NextTarget): TransferToQueue,
TransferToQuestion

-         
Workflow (BusinessHours, Holiday): Terminate,
TransferToUri, TransferToVoiceMailUri

-         
Answer: TransferToQueue, TransferToQuestion

-         
Queue: Terminate, TransferToQueue,
TransferToUri, TransferToVoicemailUri

We now have a call action object in memory ready to be used
with either a RgsWorkflow, a RgsAnswer or a RgsQueue.

 

Comments (2)
  1. In the two previous posts we first created voice enterprise enabled users usable as response group agents

  2. Jason Collier says:

    Awesome to help understand the missing pieces of GUI versus command line capabilities of Response Groups.

Comments are closed.

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