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Incoming calls to workflow don't connect when calling from specific numbers. RRS feed

  • Question

  • Odd problem just started;

    When an outside caller tries to connect to a response group, it will fail based on who is calling.  Some phones always work, some never work.

    Seems to possibly be related to caller ID.  We have noticed that calls connect if they have some real caller ID information, but if it is "anonymous" or the generic "wireless caller", the call fails.

    All of the workflows are part of the same service pool, so I suspect a problem with that pool (our only pool, with two FE's) configuration.

    Any ideas where to look?

    Thanks

    Thursday, July 13, 2017 7:45 PM

Answers

  • We installed all of the MS Skype updates, and that seems to have resolved the issue.

    • Proposed as answer by Alice-Wang Wednesday, July 26, 2017 8:58 AM
    • Marked as answer by ML28 Thursday, August 31, 2017 8:23 PM
    Tuesday, July 25, 2017 2:00 PM

All replies

  • Checking the logs, the failed calls seem to have "SIP/2.0 500 Internal Server Error"

    Also a "SIP/2.0 400 Bad Request" in close proximity, but IDK if it is related.

    Thursday, July 13, 2017 10:15 PM
  • Hi ML28,

    I will do more research and update you later, thanks for your patience.


    Regards,

    Alice Wang


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

    Friday, July 14, 2017 9:57 AM
  • Thank You
    Friday, July 14, 2017 1:19 PM
  • Hi ML28,

    Based on you description, you could follow these ways :
    1. Please try to use a normal phone test if there is the same issue with the affected user
    2. Agents who have Privacy mode enabled but who do not have "RGS Presence Watcher" in their Contacts list cannot receive calls to the response group. use the get-csPrivacyConfiguration to check the EnablePrivacyMode is False
    3. Have you deleted response groups or workflow before?
    4. If you suspect the problem with that pool configuration. the following blog is for your reference : https://blogs.technet.microsoft.com/ilvancri/2010/11/23/creating-a-response-group-in-lync/


    Regards,

    Alice Wang


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

    • Proposed as answer by Alice-Wang Monday, July 17, 2017 9:51 AM
    Monday, July 17, 2017 1:51 AM
  • 1. Normal phone? Not sure what you mean. We have seen this issue internally too from common area phones.

    2.  EnablePrivayMode is "False"

    3. No, but this is a problem with all of them.

    4. Workflow used to work fine, and still does for SOME callers.

    Monday, July 17, 2017 12:38 PM
  • Stumped?  :P

    Wednesday, July 19, 2017 6:51 PM
  • Hi ML28,

    According to your description, you said some phone always work, some phone never work, so I mean you could use a worked phone test if there is the same issue with the affected user


    Regards,

    Alice Wang


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

    Thursday, July 20, 2017 9:27 AM
  • That makes no sense. Please explain what you mean.

    Thursday, July 20, 2017 12:37 PM
  • We installed all of the MS Skype updates, and that seems to have resolved the issue.

    • Proposed as answer by Alice-Wang Wednesday, July 26, 2017 8:58 AM
    • Marked as answer by ML28 Thursday, August 31, 2017 8:23 PM
    Tuesday, July 25, 2017 2:00 PM
  • Hi ML28,

    I am glad to hear that your issue has been resolved and thanks for your sharing.

    You could mark your reply as an answer, it will help others who has similar issue.


    Regards,

    Alice Wang


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

    Wednesday, July 26, 2017 8:59 AM