locked
Response group timing RRS feed

  • Question

  • I have the response group time-out period set for 10 seconds, but when I call into the response group, it rings for 30 seconds before the call is transfered to the overflow queue.  Why will Lync not follow the specified time-out period?

    Wednesday, November 28, 2012 2:14 AM

Answers

  • No, do not think about like precedence. A better way to think about it is that the sum of the group alert times need to be less than the Queue Timeout. I know that is a little confusing, but that is how it works. ;-)


    +Say thanks and observe basic forum courtesy:
    +If this post answered your question, Mark As Answer
    +If this post was helpful, Vote as Helpful

    windowspbx blog: my thots/howtos
    see/submit Lync suggestions here: simple and public


    • Edited by Matt LandisMVP Thursday, November 29, 2012 1:51 AM
    • Marked as answer by ms_11 Thursday, November 29, 2012 8:48 PM
    Thursday, November 29, 2012 1:50 AM
  • Hi,

    The queue timeout will not happen until an agent alert time cycle is completed if agents are available.

    If you have an agent group with an agent alert time of 30 seconds and a queue timeout of 10 seconds. The action for the queue timeout will only be triggered after 30 seconds if an agent is eligible for the call. If no agent is eligible for the call, the timeout will be triggered after 10 seconds.


    Kent Huang
    TechNet Community Support


    • Edited by Kent-Huang Thursday, November 29, 2012 7:55 AM
    • Marked as answer by ms_11 Thursday, November 29, 2012 8:48 PM
    Thursday, November 29, 2012 7:40 AM

All replies

  • Did you for sure wait till the new RGS settings took effect? (might not be immediate)

    +Say thanks and observe basic forum courtesy:
    +If this post answered your question, Mark As Answer
    +If this post was helpful, Vote as Helpful

    windowspbx blog: my thots/howtos
    see/submit Lync suggestions here: simple and public

    Wednesday, November 28, 2012 2:31 AM
  • Yes, I've had the setting at 12 seconds since the queue was created, and it's always taken more than 30 seconds to start ringing at the overflow queue.
    Wednesday, November 28, 2012 8:15 PM
  • the problem could be that the sum of the alert times in the groups you setup  is more than 12sec. check that.


    +Say thanks and observe basic forum courtesy:
    +If this post answered your question, Mark As Answer
    +If this post was helpful, Vote as Helpful

    windowspbx blog: my thots/howtos
    see/submit Lync suggestions here: simple and public

    Wednesday, November 28, 2012 8:27 PM
  • There is a single group setup with the attendant routing method.  I will test that.

    So is the precidence order as follows?

    1. Group Alert Time
    2. Queue Timeout

    Just like user level policies overwrite site level policies in Lync?



    • Edited by ms_11 Thursday, November 29, 2012 12:52 AM
    Thursday, November 29, 2012 12:48 AM
  • No, do not think about like precedence. A better way to think about it is that the sum of the group alert times need to be less than the Queue Timeout. I know that is a little confusing, but that is how it works. ;-)


    +Say thanks and observe basic forum courtesy:
    +If this post answered your question, Mark As Answer
    +If this post was helpful, Vote as Helpful

    windowspbx blog: my thots/howtos
    see/submit Lync suggestions here: simple and public


    • Edited by Matt LandisMVP Thursday, November 29, 2012 1:51 AM
    • Marked as answer by ms_11 Thursday, November 29, 2012 8:48 PM
    Thursday, November 29, 2012 1:50 AM
  • Hi,

    The queue timeout will not happen until an agent alert time cycle is completed if agents are available.

    If you have an agent group with an agent alert time of 30 seconds and a queue timeout of 10 seconds. The action for the queue timeout will only be triggered after 30 seconds if an agent is eligible for the call. If no agent is eligible for the call, the timeout will be triggered after 10 seconds.


    Kent Huang
    TechNet Community Support


    • Edited by Kent-Huang Thursday, November 29, 2012 7:55 AM
    • Marked as answer by ms_11 Thursday, November 29, 2012 8:48 PM
    Thursday, November 29, 2012 7:40 AM
  • I have always wondered why I get bizarre behavior with RGS times. That makes absolutely no sense Microsoft! I cant see the point of both a Queue timeout and a Group alert time if one can override the other. Am I missing something here?

    Andrew

    Thursday, July 11, 2013 9:22 PM
  • whats up with the tests? :)

    matt


    +Say thanks and observe basic forum courtesy:
    +If this post answered your question, Mark As Answer
    +If this post was helpful, Vote as Helpful

    windowspbx blog: my thots/howtos
    see/submit Lync suggestions here: simple and public

    Tuesday, September 17, 2013 8:43 PM