Create a Response Group with an IVR
Published May 20 2019 02:37 PM 293 Views
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First published on TECHNET on Sep 15, 2010

This script shows how to build a simple helpdesk interactive voice response (IVR), leading to two queues, each covered by two agents.

For a detailed explanation of how this script works, see the article Creating Your First Response Group Using Lync Server Management Shell .

$ServiceId = "service:ApplicationServer:rtc.contoso.com"

$Group_Sales = New-CsRgsAgentGroup `

-Parent $ServiceId `

-Name "Contoso Sales" `

-AgentAlertTime 20 `

-ParticipationPolicy Informal `

-RoutingMethod LongestIdle `

-AgentsByUri("sip:franz@contoso.com", `

"sip:marco@contoso.com")

$Group_Support = New-CsRgsAgentGroup `

-Parent $ServiceId `

-Name "Contoso Support" `

-AgentAlertTime 20 `

-ParticipationPolicy Informal `

-RoutingMethod LongestIdle `

-AgentsByUri("sip:david@contoso.com", `

"sip:john@contoso.com")

$Queue_Sales = New-CsRgsQueue `

-Parent $ServiceId `

-Name "Contoso Sales" `

-AgentGroupIDList($Group_Sales.Identity)

$Queue_Support = New-CsRgsQueue `

-Parent $ServiceId `

-Name "Contoso Support" `

-AgentGroupIDList($Group_Support.Identity)

$PromptA1 = New-CsRgsPrompt `

-TextToSpeechPrompt "Please wait while we're connecting `

you with the Contoso Sales department."

$ActionA1 = New-CsRgsCallAction `

-Prompt $PromptA1 `

-Action TransferToQueue `

-QueueID $Queue_Sales.Identity

$Answer1 = New-CsRgsAnswer `

-Action $ActionA1 `

-DtmfResponse 1

$PromptA2 = New-CsRgsPrompt `

-TextToSpeechPrompt "Please wait while we're connecting `

you with the Contoso Support department."

$ActionA2 = New-CsRgsCallAction `

-Prompt $PromptA2 `

-Action TransferToQueue `

-QueueID $Queue_Support.Identity

$Answer2 = New-CsRgsAnswer `

-Action $ActionA2 `

-DtmfResponse 2

$PromptQ = New-CsRgsPrompt `

-TextToSpeechPrompt "Thank you for calling Contoso. `

To speak with a Sales representative, press 1. `

To be connected with our Support line, press 2."

$Question = New-CsRgsQuestion `

-Prompt $PromptQ `

-AnswerList ($Answer1, $Answer2)

$ActionWM = New-CsRgsCallAction `

-Action TransferToQuestion `

-Question $Question

$Workflow = New-CsRgsWorkflow `

-Parent $ServiceId `

-Name "Contoso Helpdesk" `

-Description "The Contoso Helpdesk line." `

-PrimaryUri "sip:helpdesk@contoso.com" `

-LineUri "tel:+14255554321" `

-DisplayNumber "+1 (425) 555-4321" `

-Active $true `

-Anonymous $true `

-DefaultAction $ActionWM


Version history
Last update:
‎May 20 2019 02:37 PM
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