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Lync 2013 Response Group Usage Report Wrong RRS feed

  • Question

  • I have a Lync 2013 SE setup

    Calls come in to Response Groups over ISDN to Lync via a Sonus SBC1000 gateway.

    REFER is disabled on the Trunk between the FE mediation server and the Sonus as calls cannot be transferred with REFER enabled.

    The issue that I'm having is the Response Groups Reports are showing a very high percentage of call abandonment which is incorrect.

    If I go into the reports I can see that I have a 100% match of Received calls to successful calls but answered calls aren't being reported correctly

    http://everythingsysadmin.files.wordpress.com/2013/09/03-09-2013-23-22-41.png

    If I go into the User Activity Report I can find all the calls that have been reported as being abandoned and see that they have in fact been picked up and answered.

    If I take as an example calls that came in between 17:00to 18:00.

    There were 5 calls in total for this hour but report states no calls were answered

    http://everythingsysadmin.files.wordpress.com/2013/09/03-09-2013-23-49-07.png

    Below are the 5 calls that were received

    http://everythingsysadmin.files.wordpress.com/2013/09/03-09-2013-23-50-26.png

    However if I go into the User Activity Report and search for the incoming phone calls I can see that all the calls have been answered correctly

    Below are the 2 calls from number ending 965 at 17:18:23 & 17:23:09

    http://everythingsysadmin.files.wordpress.com/2013/09/03-09-2013-23-54-50.png

    Call flow is as follows
    Call comes into a Response Group and gets picked up by Jonathan. Jonathan then transfers the call to Shane.

    The call flow is correct but the reports are wrong and I'm at a loss to explain as to why this is happening.
    One idea that I have is this may be due to the fact that REFER is disabled on the Trunk.

    Any help on this would be greatly appreciated as the business uses the Response Groups stats for reporting & analysis 

    Thanks
    Alan






    Tuesday, September 3, 2013 11:22 PM

Answers

  • It seems that the answered call information is not correct correctly.

    Call the response group using Lync client, then check if the answered call number is correct.


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    Thursday, September 5, 2013 2:41 AM
    Moderator