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Response Group Displaying Presence of shared mailbox with same name \ Email Address RRS feed

  • Question

  • Hi

    We have a bit of a random issue - we have a response group which has the same name and SIP Address as the Email Address of a shared mailbox - so we have a SIP address of Helpdesk@XXXXX.com and a mailbox with an email address of Helpdesk@XXXXX.com. This had the convenient affect of putting everything neatly in to a single contact in Skype for Business instead of a separate contact for the response group and mailbox.

    The problem we now have is the mailbox had an IM facility when logged in to the web browser, as we never log in to the browser to access the mailbox we didn't realise this, until someone decided to log in to it via a web browser, this has had the affect of changing the Presence displayed on the contact in Skype for Business from the response group to the Mailbox - so instead of saying Available at all times, it now says offline for however many days someone last logged in to the mailbox through the browser, which is causing some confusion with our users.

    Unfortunately we can no longer just log in to the mailbox via a browser to put it back online, as someone has managed to break the IM facility on the mailbox whilst trying to resolve this issue. They'd removed the SIP address from the associated user account, I've tried putting it back in but that hasn't fixed the issue.

    Does anyone have any idea's? ideally we'd like to have the presence displayed from the response group rather than the mailbox, failing that if anyone has any suggestions how to get the IM on the shared mailbox working again, so we can at least get one of our helpdesk guys to log in to the browser and have it show as online whilst were in the office, that would be great.

    Thanks

    Dale 

    Friday, March 8, 2019 3:37 PM

All replies

  • Hi,

     

    Just checking whether you are using a distribution list as your agent group or not?

    And the email address "Helpdesk@xxxxx.com" you mentioned is set for this distribution group already.

     

    If so, it is available for you to add AD objects to this group and gather those accounts as members in it.

     

    For details about how to set the distribution group as the agent group to take the phone calls, you could refer to this article: https://docs.microsoft.com/en-us/skypeforbusiness/deploy/deploy-enterprise-voice/create-or-modify-an-agent-group?toc=/SkypeForBusiness/toc.json&bc=/SkypeForBusiness/breadcrumb/toc.json

    After that, if you are planning to let the agents take Response group call orders when they sign in to SFB (no need to sign in to the agent group again), please set the participation policy as "Informal" in SFB control panel as below.

    Kind regards,

    Calvin Liu


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    • Edited by Calvin-Liu Monday, March 11, 2019 8:06 AM
    • Proposed as answer by Calvin-Liu Wednesday, March 13, 2019 7:59 AM
    Monday, March 11, 2019 7:46 AM
  • Thanks for your reply Calvin,

    Unfortunately we already have a shared mailbox using the helpdesk@xxxxxx.com email address. We currently add the response group agents to the Skype group individually through the Skype control Panel.

    Nice to know that we could do it through a Distribution List in future though.

    Thanks

    Dale

    Wednesday, March 13, 2019 9:39 AM
  • Hi,

    Just wondering if only this shared mailbox gets the IM feature broken but the other accounts could use IM when log in OWA (Outlook Web App) ?

    If yes, please try to reset the shared mailbox to see if it could fix the issue, then also reconfigure the agent with the updated one in response group.

    Kind regards,

    Calvin Liu


    Please remember to mark the reply as an answer if you find it is helpful. It will assist others who has similar issue. 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, March 15, 2019 10:21 AM