KBA-01338-H7B1
Summary
The following Routing Methods are available in the Universal Skype for Business Response Group service:
Longest idle – to offer a new call first to the agent who has been idle the longest (has had a presence of Available or Inactive in Lync Server the longest) .
Parallel – to offer a new call to all available agents at the same time, the call is sent to the first agent who accepts it.
Round robin -to offer a new call to each agent in turn.
Serial – to always offer a new call to the agents in the order in which they are listed in the Agent list.
Attendant – to offer a new call to all agents who are signed into Skype for Business and the Response Group application at the same time, regardless of their current presence.
Additional Comments
Skype for Business Response Groups including Routing Methods can be managed in the Universal Control Panel:
https://controlcloudservice.com
