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User re-added to Skype for Business does not receive group calls RRS feed

  • Question

  • Hi.

    A user was removed from skype for business installation and then readded with same settings, sip-adresse and phone number in an attempt to resolve an issue where he got multiple "call windows" when someone tried to call him.

    Not only did that not solve the problem, but also afterwards calls to the response groups he is a member of does not offer the calls to him.

    Calls to him directly via Skype or external calls work fine. No response group calls are offered to him however. We tried to remove and add him to the group, and also create a new group for the queue but with the same result. If he checks his group memberships from Skype, he can see that he is a member of the groups he should be.

    We have not tried restarting any services or servers yet, but according to get-csmanagementstorereplicationstatus, all servers have replicated ok.

    Any ideas on how we go about fixing this? Bonus points for fixing the multiple "call windows" as well :)

    Best regards

    Oal E

    Monday, December 3, 2018 2:02 PM

All replies

  • Hi Oal E,

    According to your description, you have removed this account from the SFB control panel, if you do this without export account’s data, it will delete all the settings of this account. 

    1. No response group calls are offered to the re-create account.
    According to your description, this issue seems the process of the response group is not completed. You have enabled this account for SFB and for Enterprise Voice, and you have also re-created response agent groups in your environment. As you know, to make Response Group available to users, you must configure agent groups, then queues, and then workflows. You need to complete the process of it and then try to check about this issue. Details about this, you could refer to the official document: Deployment process for Response Group in Skype for Business

    2. User got multiple "call windows" when someone tried to call him.
    It seems only one user have this issue in your environment, for this issue, I suggest you could try to login this account in the other PC to check whether have this issue. 
    If this issue does not occur again, it seems the SFB client or PC issue, I suggest you could try to delete the cache files:
    SFB client cache file: %Userprofile%\AppData\Local\Microsoft\Office\16.0\Lync\sip_XXXXX
    SFB Registry: HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Lync\sip_XXXXX
    In addition, you’d better to update the SFB client to the latest version.

    Best Regards,
    Evan Jiang


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    • Proposed as answer by woshixiaobai Thursday, December 6, 2018 8:35 AM
    Tuesday, December 4, 2018 2:25 AM
  • Hi Oal E,

    Is there any update for this issue? If the reply is helpful to you, please try to mark it as an answer, it will help others who have the similar 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, December 7, 2018 7:02 AM