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Lync 2013 - RGS Calls dropped or put on hold RRS feed

  • Question

  • Hello,

    We are using Lync 2013 with RGS.

    Time to time, when an agent is in call and another is taken by another agent, the first call is either dropped or put on hold. I checked the log and get that:

    Diagnostic header: 10027; reason=”Normal termination response from gateway after the call was established”; omponent=”MediationServer”; OriginalPresenceState=”0”; CurrentPresenceStat=”0”; MeInsideUser=”No”; ConversationInitiateBy=”0”; SourceNetwork=”0”; RemotePartyCanDoIM=”No”

    I try to find any reason, but this issue does not occur regularly.

    Do you know any parameter to set to help with this kind of issue?

    Thanks,

    Tuesday, June 14, 2016 3:32 PM

Answers

  • Hi,

    Please try to change the routing method to test the issue.

    Make sure Lync Server and clients update to the latest version.

    Best Regards


    Please remember to mark the replies as answers if they help, and unmark the answers if they provide no help. If you have feedback for TechNet Support, contact tnmff@microsoft.com.

    Eason Huang
    TechNet Community Support

    • Marked as answer by Eason Huang Thursday, June 23, 2016 2:27 AM
    Thursday, June 16, 2016 10:48 AM

All replies

  • Hi,

    On Lync Server Control Panel--Response Group--Queue, check if you enable the option "Enable queue overflow" and set the parameter " Maximum number of calls" to 1. If yes, set the value to a large such as 10.Then test the issue again.

    Best Regards


    Please remember to mark the replies as answers if they help, and unmark the answers if they provide no help. If you have feedback for TechNet Support, contact tnmff@microsoft.com.

    Eason Huang
    TechNet Community Support

    Wednesday, June 15, 2016 2:23 AM
  • Hi,

    Of course the maximum number of calls is not set to 1, otherwise the issue would occur each time there are 2 simultaneous calls.

    But for now, calls are dropped (or put in hold) sometimes without reasons.

    Any other idea?

    Thanks anyway, 

    BR

    Wednesday, June 15, 2016 7:50 AM
  • Hi,

    Please try to change the routing method to test the issue.

    Make sure Lync Server and clients update to the latest version.

    Best Regards


    Please remember to mark the replies as answers if they help, and unmark the answers if they provide no help. If you have feedback for TechNet Support, contact tnmff@microsoft.com.

    Eason Huang
    TechNet Community Support

    • Marked as answer by Eason Huang Thursday, June 23, 2016 2:27 AM
    Thursday, June 16, 2016 10:48 AM