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Response Group Service - Stops delivering calls to agents RRS feed

  • Question

  • Has anyone come across the Response Group Service stopping delivering calls to agents with an available presence? The exact scenario is:

    • Calls to a Response Group are answered successfully by the server
    • Agents within the group do not receive a toast notification so they are unable to answer the call. This is with Parallel, round robin, least idle or serial routing methods.
    • All the agents have an available status.
    • If the routing method is changed to attendant, calls are delivered successfully to the agents.
    • If the routing method is changed back to parallel, round robin, least idle or serial, the agents no longer receive toast notifications for subsequent calls.
    • Not all Response Groups with parallel, round robin, least idle or serial are affected. Last occurrence 4 Response Groups were reported as having the problem, of a total of 48 on the pool with non-attendant routing method.
    • To restore functionality, the Response Group Service is restarted across the Enterprise Pool

    Lync Server version: 5.0.8308.965

    We also have also come across the same issue at other customers with different server versions, specifically:

    - Round Robin routing method

    - Only a single user affected out of 3 will be affected, calls will be delivered successfully to the other 2 agents.

    - Fix is to remove the agent from the Response Group, wait 15 minutes then re-add them.

    This one is Skype for Business Server 6.0.9319.102. Understandably there are 2 newer CUs but none of which address a Response Group issue, and we are seeing the same issue with Lync Server 2013.

    To me it seems like the presence watcher within the RGS service is malfunctioning somehow, unfortunately we have no logs of the issue occuring as it is so intermittent and the priority is to restore service.

    Friday, November 18, 2016 4:45 PM

All replies

  • Hi mpidgeon,

    Welcome to our forum.     

    By this issue, please refer to the following steps for troubleshooting:

    Firstly, run following commands to get more details about current configuration:
    Get-CsRGSAgentGroup
    Get-CsRGSWorkflow
    Get-CsRGSQueue 

    Generally some causes not receiving response group calls:
    Unless configured otherwise, response group calls agents only if their presence status is Available or Inactive. Check your presence status.
    Privacy mode may be enabled.
    If you are in a formal response group where you need to manually sign in to before you can take calls, you might not be signed in to the group. To ensure that you’re signed in, in the Lync main window, click the Show Menu arrow, point to Tools, and then click Response Group Settings.

    More information, please check following document:
    https://support.office.com/en-gb/article/Troubleshooting-for-response-groups-ca72d8f8-4054-4974-b832-4f173611bd89?ui=en-US&rs=en-GB&ad=GB

    Secondly, run some commands to check more details of Presence settings from SFB 2015 server, then post result to us:
    Get-CsPrivacyConfiguration
    Get-CsPresencePolicy

    If there are any questions or issues, please be free to let me know.   


    Best Regards,
    Jim Xu
    TechNet Community Support


    Please remember to mark the replies as answers if they helped.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.
    • Edited by jim-xu Monday, November 21, 2016 9:22 AM
    • Proposed as answer by jim-xu Tuesday, November 29, 2016 2:03 AM
    • Unproposed as answer by mpidgeon Thursday, January 12, 2017 1:36 PM
    Monday, November 21, 2016 9:07 AM
  • Hi, 

    Yes  I agree that these kind of  issue is popping up and some times hard to troubleshoot. As you were mentioning , when you restart the services for RGS  is the issue going away? The users who are part of the group are they all  from same pool, do you have a diffferent pool to try so that you can move these users and see if there is any difference. 


    Linus || Please mark posts as answers/helpful if it answers your question.

    Tuesday, November 22, 2016 9:23 AM
  • We are having the exact same issue. We have a response group that is Round Robin and randomly one person will stop receiving calls. Sometimes removing them and re-adding them works, other times restarting the RGS service fixes the issue.

    Were you able to find a solution?

    Thanks,

    KMKelly

    Thursday, January 12, 2017 1:29 PM
  • We have been having this issue since June 2016, shortly after upgrading from Lync Server 2013 to Skype for Business Server 2015. We opened a case with Microsoft in early July and they deemed it a "bug" in early August after some significant troubleshooting.

    We followed up on this in December 2016, there has been no progress on a solution. We continue to try the workarounds you posted, seems hit or miss which one actually fixes it.

    Thursday, January 12, 2017 1:33 PM
  • We have been having this issue since June 2016, shortly after upgrading from Lync Server 2013 to Skype for Business Server 2015. We opened a case with Microsoft in early July and they deemed it a "bug" in early August after some significant troubleshooting.

    We followed up on this in December 2016, there has been no progress on a solution. We continue to try the workarounds you posted, seems hit or miss which one actually fixes it.

    Thanks for coming back with this. Is there a bug ID or any way of tracking the progress that you could share?
    Thursday, January 12, 2017 1:42 PM
  • We get exactly the same issue. We have been working around this by restarting the FE's in the pool that the RGS sits on.

    Our RGS Component is 6.0.9319.281

    Not seeing any mention of this being fixed but we will be looking to load the latest CU on in the next month. I'll update on here if it resolves.

    Tuesday, July 2, 2019 12:21 PM
  • To address this issue you can find the match making server for the response group in the pool where the problematic response group is created and then restarting response group services on that server will fix the issue.
    Friday, July 5, 2019 8:20 AM