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Response Group flow issues RRS feed

  • Question

  • I am in the middle of configuring a more complex set of response groups. This is the way it SHOULD flow

    Caller calls in -> which goes directly to a Hunt Group and the receptionist is the only user in that group. If she does not answer the phone in 10-15 seconds, it will then flip to an Interactive RG. right now once it reaches the 10 second time-out it goes to dead air and never makes it to the Interactive RG

    Second, in the Interactive RG, you get thank you for calling blah company, please press 1 for support, 2 for the company directory. if you hit 1 it works fine. but if you hit 2 the call just ends. I setup 2 to go to a EmployeeLookup queue which goes directly to their Outlook Voice Access company directory. if i call the Interactive RG DID number i can hear the recording. if i dial the OVA directory number i get the OVA but for some reason the RGS wont flow correctly.

     

    Any one have issues where they are unable to have the RG go to a specific number (Forward to Telephone Number)

     

    Thanks


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    Friday, December 16, 2011 8:42 PM

Answers

  • I do agree it is not the most elegant solution. Thus far I cannot find another workaround for this scenario. Let's hope Lync 15 will address it better.

     

    Drago


    http://www.lynclog.com


    Ok so i created a Group, assigned the group to the queue and it works!!! but i did not create any users for the group its a blank group. but it is working. Drago, can you confirm in your lab this works for you as well, as i want to test the functionality of this on another enviroment which i dont have.

     

    Thanks Drago


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    • Proposed as answer by Sharon.Shen Tuesday, January 3, 2012 6:53 AM
    • Marked as answer by Sharon.Shen Tuesday, January 3, 2012 6:55 AM
    Monday, December 19, 2011 8:40 PM

All replies

  • Hi,Tim,

    Would you please check if you have check Enable queue time-out when you create Response Group Queue and select the option"To forward the call to another queue "  for the hunt group?Also please check the Enbale queue time-out setting for your Interactive RG.

    Details you can check http://technet.microsoft.com/en-us/library/gg521009.aspx for more details.

    Regards,

    Sharon

     


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    Monday, December 19, 2011 11:06 AM
  • Yes My Interactive RSG for option 2 is for company directory which will forward to our OVA number. I set the queue overflow to 0 newest call forward to Telephone number +19055555555@domain.com. but when it forwards the call drops right away.

    Here is the output i get from the snooper

    TL_INFO(TF_COMPONENT) [0]0C64.1DD0::12/19/2011-15:18:50.088.0008600a (RgsCommonLibrary,RgsLogMessage.ReportMessage:rgslogmessage.cs(227))_rgs_message_begin_

    Direction

    From sip:+12893350000@domain.com

    To: -

    Message

    WorkflowId

    Exception type: System.InvalidOperationException

    Exception message: MatchMaking service failure: Failure

    _rgs_message_end_

    : WORKFLOW ERROR: Critical error: 63418cd70be5f57831ade4009dd5cb7b
    :
    : NotApplicable

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    • Edited by Tim_MCP Monday, December 19, 2011 3:26 PM
    Monday, December 19, 2011 3:25 PM
  • When you say "Outlook Voice Access", I assume you mean AutoAttendant... In any case, have you tried to forward the call to the SIP-URI of the AutoAttendand instead of the phone number assigned to it?

     

    Drago


    http://www.lynclog.com
    Monday, December 19, 2011 5:04 PM
  • yes i tried that, same result. it disconnects right away. if i set it for a 10 second time out. i hear the MOH for 10 seconds then disconnect.
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    Monday, December 19, 2011 6:17 PM
  • Interesting. Just did the same setup in my lab and works as expected. Do you want to get together and look at it?

     

    Drago


    http://www.lynclog.com
    Monday, December 19, 2011 6:39 PM
  • Interesting. Just did the same setup in my lab and works as expected. Do you want to get together and look at it?

     

    Drago


    http://www.lynclog.com

    hmmmm, when you created your queue, you set a queue overflow, max call 0, forward to Telephone number then added sip+1905555555@domain.com ??? In the event log i get a warning that says the Queue is misconfigured and missing a group. but i dont have any group its just a queue forwarding to a number....
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    Monday, December 19, 2011 7:20 PM
  • In addition to the above, I created a dummy user and dummy group. The (dummy) user is member of the (dummy) group, which in turn is a member of the queue set to forward to a phone number.

     

    Drago


    http://www.lynclog.com
    Monday, December 19, 2011 7:44 PM
  • and you have to create a dummy group/user even though all the queue is doing is sending all calls to another number/sip uri?
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    Monday, December 19, 2011 7:51 PM
  • Kind of following the logic - "A group must have one or more users as members"... "A queue must have one or more groups as members"...

     

    Drago


    http://www.lynclog.com
    • Edited by Drago Totev Monday, December 19, 2011 8:08 PM
    Monday, December 19, 2011 8:07 PM
  • well that is extreamly sloppy in the way of keeping things organized. i have to create dummy users for the groups. what about licensing for these dummy users... how does that work??? even though they wont be logging in or used in anyway they are still Lync enabled users....
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    Monday, December 19, 2011 8:14 PM
  • I do agree it is not the most elegant solution. Thus far I cannot find another workaround for this scenario. Let's hope Lync 15 will address it better.

     

    Drago


    http://www.lynclog.com
    Monday, December 19, 2011 8:23 PM
  • But what about licensing thoes users? do we have to license them?
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    Monday, December 19, 2011 8:25 PM
  • I do agree it is not the most elegant solution. Thus far I cannot find another workaround for this scenario. Let's hope Lync 15 will address it better.

     

    Drago


    http://www.lynclog.com


    Ok so i created a Group, assigned the group to the queue and it works!!! but i did not create any users for the group its a blank group. but it is working. Drago, can you confirm in your lab this works for you as well, as i want to test the functionality of this on another enviroment which i dont have.

     

    Thanks Drago


    If this post answered your question, Mark As Answer If this post was helpful, Vote as Helpful
    • Proposed as answer by Sharon.Shen Tuesday, January 3, 2012 6:53 AM
    • Marked as answer by Sharon.Shen Tuesday, January 3, 2012 6:55 AM
    Monday, December 19, 2011 8:40 PM