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
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$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
