calls from RGS in attendant console disappear RRS feed

  • Question

  • 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


    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       : {}


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


    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

All replies

  • Hi

    Please try to enable logging tool to get report to see how it flows.


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    • Proposed as answer by Kent-Huang Tuesday, April 30, 2013 7:05 AM
    Thursday, April 25, 2013 2:13 AM