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can not take call with the call control button, if the call is from a response group RRS feed

  • Question

  • We have lync 2010 deployed with the enterprise voice and the latest updates are also installed on the servers and clients. We use response groups for different teams. We have deployed headsets with the call answering function button , like theJjabra GN2000 IP NC http://technet.microsoft.com/en-us/lync/gg278173. The User can answering calls with the call answering function button, with the exception of RGS calls.

    If we try to accept an RGS Call with the button from the headset, the call get's disrupted and disconnected. I have tried with different headsets and we have with all them the same issue. Is this by design?

    Best Regards

    Bueschu


    Bueschu
    Friday, May 13, 2011 11:30 AM

All replies

  • Hi,

    Is the user a member of an Agent Group? If so please check the following configuration.

    1)Check the user's presence status, response group calls agents only if their presence status is Available or Inactive

    2)The user has Privacy Mode enabled,please disable it.

    3)Check the KB article below if it apply to your question

    http://support.microsoft.com/kb/2393943

    Regards,

    Sharon


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.
    Tuesday, May 17, 2011 11:25 AM
  • To make myself clear, the probem is the call function button. We can answer all RGS calls if we use the mouse to accept the call. If we try to accept an RGS call with the call function button, then the call gets disconnected. The call function button is the control unit integrated in the wire which connects the usb jack with headset. With this unit you can control the volume, accept calls and disconnect calls.

    best regards


    Bueschu
    Wednesday, May 18, 2011 6:46 AM