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Calls are not transferred to another queue in RG RRS feed

  • Question

  • Hi! We have Lync Server 2010. Lync has a Response Group (hunt group) configured for the main office number. The calls from RG are routed to the queue which contains receptionists. If receptionists do not answer the call (after 10 seconds. The queue timeout is configured)- it is being routed to another queue which contains receptionists group and sales group.

    About a week ago the timeout transfer to another queue stopped working. No errors in the event log, rebooting the server doesnt help.

    Have anybody faced the problem like this? What might be the reason? How can we return everything to the working state?

    Monday, March 5, 2012 8:20 AM

Answers

  • Hi Evge,

    If you have set an agent alert time on your agent group object, the queue timeout will not happen until an agent alert time cycle is completed if agents are available.

    So in your scenario, you have an agent group with an agent alert time of 30 seconds and a queue timeout of 10 seconds. The action for the queue timeout will only be triggered after 30 seconds if an agent is eligible for the call. If no agent is eligible for the call, the timeout will be triggered after 10 seconds.


    Noya Lau

    TechNet Community Support

    • Proposed as answer by Noya Lau Monday, March 12, 2012 10:33 AM
    • Marked as answer by Noya Lau Monday, March 19, 2012 8:36 AM
    Friday, March 9, 2012 7:54 AM

All replies

  • Hi,

    Anything else has changed? Might their be a holiday policy active or agent settings like formal or informal policy, as example the agents are not in the response group anymore because they are signed out from the group?


    Best regards,
    Mark Scholman.
    Infrastructure Engineer
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    My Blog:TechMark's Blog

    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, March 6, 2012 8:27 PM
  • Mark hi.

    For some reason it started to work by itself. We are extensivly using Lync Response Groups and that was the first time we faced a problem.

    Wednesday, March 7, 2012 9:53 AM
  • Hi,

    Enable Tracing for Rgs components in Lync Logging tool and check for any possible routing issues.

    launch lync logging tool and select following options

    SipStack

    S4

    Rgsdiagonastics

    MatchmakingService and all other RGS components.

    Wednesday, March 7, 2012 1:27 PM
  • I have done some more tests today and noticed the following.

    We have Queue1 and Queue2. Queue1 contains Group1. Queue2 contaings Group1 and Group2.

    Queue1 has timeout period enabled and set to 10 seconds. After 10 seconds the calls are transfered to Queue2.

    Group1 has alert time set to 30 sec. Group2 has alert time set to 30 sec.

    After 10 seconds of ringing the call is not transferred from Queue1 to Queue2. But it is transferred after 30 seconds.

    So the alert time of the group should be equal to the timeout period of the queue. That doesnt look like the designed behaviour.

    It is very strange because last week everything was fine.


    • Edited by EvgePr Wednesday, March 7, 2012 2:26 PM
    Wednesday, March 7, 2012 2:24 PM
  • Hi Evge,

    If you have set an agent alert time on your agent group object, the queue timeout will not happen until an agent alert time cycle is completed if agents are available.

    So in your scenario, you have an agent group with an agent alert time of 30 seconds and a queue timeout of 10 seconds. The action for the queue timeout will only be triggered after 30 seconds if an agent is eligible for the call. If no agent is eligible for the call, the timeout will be triggered after 10 seconds.


    Noya Lau

    TechNet Community Support

    • Proposed as answer by Noya Lau Monday, March 12, 2012 10:33 AM
    • Marked as answer by Noya Lau Monday, March 19, 2012 8:36 AM
    Friday, March 9, 2012 7:54 AM
  • Hi Noya,

    Thank you for your reply. It is very strange because prior to the last week timeout transfer had higher priority over agent alert time. At least in my test cases.

    Friday, March 9, 2012 11:27 AM