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Hunt group calls out of order RRS feed

  • Question

  • Hi all,

    We are seeing an issue where hunt group callers are being answered out of order. This does not happen every time there are multiple calls in a queue but would seem to affect ~50% of these calls.

    Example of issue:

    • 15:00:00 | 1234567 rings huntgroup1
    • 15:00:05 | 24681012 rings huntgroup1
    • 15:00:10 | 3691215 rings huntgroup1
    • 15:00:15 | user1 picks up phone and answers 3691215
    • 15:00:20 | user2 picks up phone and answers 24681012
    • 15:00:25 | user3 picks up phone and answers 1234567

    The problem with this is that the first caller is waiting longer than other callers despite ringing first.

    Any ideas or thoughts?

    Thanks

    Tuesday, June 18, 2019 4:02 PM

All replies

  • Hi JamesIRL,

    Do you mean only 50% of calls have this issue when there’re multiple calls?
    Did you do some changes before this issue occurred?

    For this issue, I suggest you could try to check the settings about the response group in the SFB Server, you could refer to Designing and creating response group workflows in Skype for Business

    In addition, you could also try to check whether there’re some Event errors about RGS in the FE Servers. 

    Best Regards,
    Evan Jiang


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    Wednesday, June 19, 2019 7:07 AM
  • Hi Evan87 Jiang,

    Yes - around 50% of calls are affected when multiple calls to the same queue are involved.

    There has been changes but nothing to do with queues or the related workflow.

    There are RGS errors in the event viewer but nothing that seems to implicate the issue and also errors happen far too infrequently to be consistent with the actual errors.

    For example - 16 occurences in 12 days is far below the number of occurences experiencing the the issue. 

    Failure occurrences: 16, since 07/06/2019 07:06:30.
    Exception: Microsoft.Rtc.Collaboration.CallOperationFailureException - Request is already terminated
    Inner Exception: Microsoft.Rtc.Collaboration.OfferAnswerException - Request is already terminated

    Wednesday, June 19, 2019 10:43 AM
  • Hi all,

    I have some further information which might help trouble shoot.

    Please see screenshot of database screenshot of the issue happening. Column 2 is the caller, column 3 is the recipient, 4 is the response code, 5 is the start time and 6 is the end time.

    An overview of the issue happening:

    • user 1 rings group
    • user 2 rings group
    • call not answered < 20 secs (this is also the alert time configured in SFB server > Groups)
    • call seems to be sent back to same queue but now the order is different so once the phone is picked up, it picks up whichever phone call is active on the screen

    I then changed the alert time to 10 seconds and then managed to recreate the issue with it happening this time after 10 seconds rather than 20.

    Wednesday, June 19, 2019 1:52 PM
  • Hi JamesIRL,

    Thanks for your sharing, could you also provide more logs about this in the forum? 

    In addition, I suggest you could also check whether there’re some issues in the SIP trunk, you could also try to check the Event error in the Mediation Servers and FE Servers.  

    Best Regards,
    Evan Jiang


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.


    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Teams.

    • Proposed as answer by woshixiaobai Wednesday, June 26, 2019 5:43 AM
    Monday, June 24, 2019 6:04 AM
  • Hi JamesIRL,

    Is there any update for this issue?

    Best Regards,
    Evan Jiang


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.


    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Teams.

    Friday, June 28, 2019 8:53 AM