calls from RGS in attendant console disappear

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  Hello

  Can somebody explain the following behaviour?

  Multiple calls from a Response Group are queued and are visible in the Lync attendant console of an agent. After 180 s in the queue, every call disappears and is displayed again 60 s later.

  I understand why the call comes back after 60 s. This is the AgentRingbackGracePeriod and can be set to a minimum of 30s. But I want the calls to be visible in the attendant console as long as possible without interruption.

  Configuration of workflow, queue and Group:

  Global RGS configuration

  DefaultMusicOnHoldFile   :
  AgentRingbackGracePeriod : 60
  DisableCallContext       : False

  
  Workflow

  NonBusinessHoursAction : Action=Terminate
  HolidayAction          : Action=Terminate
  DefaultAction          : Action=TransferToQueue
  CustomMusicOnHoldFile  :
  Name                   : Attendant Test
  Description            :
  Active                 : True
  Language               : de-DE
  TimeZone               : W. Europe Standard Time
  Anonymous              : False
  EnabledForFederation   : True
  HolidaySetIDList       : {}

  
  Queue

  TimeoutAction     : Action=Terminate
  OverflowAction    : Action=Terminate
  Name              : Test Attendant
  Description       :
  TimeoutThreshold  : 6000
  OverflowThreshold :
  OverflowCandidate : NewestCall

  
  Group

  Description              :
  ParticipationPolicy      : Informal
  AgentAlertTime           : 600
  RoutingMethod            : Attendant

  
  

  • Edited by Bernhard-S Tuesday, April 23, 2013 12:09 PM

  Tuesday, April 23, 2013 12:08 PM