RGS Agent Unable to Hear Caller But Caller can hear Agent RRS feed

  • Question

  • Hello, I have a RGS Hunt Group Agent that occasionally cannot hear the caller but the caller can hear them. This does not happen on all calls and only happens when the call comes through the response group. I've also noticed this only happens at periods of high call volume. Typically when they open up they get 50-60 calls in the first hour and that is the only time the issue occurs. The agent is using a Lync Optimized USB headset. The response group is set to Parallel and contains about 5 agents. Lync is on-prem with 3 Front-end severs and one pool. Anyone have any ideas what is causing this?


    Friday, May 13, 2016 4:55 PM


  • Hi,

    From your description, it may cause by the low performance.

    Please check if there is any high CPU\memory\network bandwitch utilization ratio  when the issue happen.

    If you have deployed Monitoring service and report, then you can check if there is any call CDR report to response this issue.

    Please also try to change the Response Group route method to others instead of "Parallel" to test the issue.

    Make sure Lync Server update to the latest version as well.

    Best Regards

    Please remember to mark the replies as answers if they help, and unmark the answers if they provide no help. If you have feedback for TechNet Support, contact tnmff@microsoft.com.

    Eason Huang
    TechNet Community Support

    • Proposed as answer by Eason Huang Saturday, May 21, 2016 8:35 AM
    • Marked as answer by Eason Huang Sunday, May 22, 2016 2:29 PM
    Sunday, May 15, 2016 5:33 AM