Inbound calls to response group - failed

Hi!
I have a problem with inbound calls to Response group from external phones. But calls from Lync client to Response Group are working without problem. And calls from external phones to Lync users perfectly working too.
I found this alert in event viewer
Event 31172 LS response group service
The workflow runtime encountered an error while connecting the call.
The workflow runtime encountered a critical error.
Failure occurrences: 2, since 27/06/2013 9:20:18 PM.
The last encountered error was from a workflow having the display name: Group2, the URI: sip:[email protected], and
the GUID: 12ee27bf-15ab-4cc9-8265-57a08f17ac5b.
Exception: Microsoft.Rtc.Signaling.OperationTimeoutException - This operation has timed out.
Inner Exception: -
I hope for your help!!! Thanks!!

Hi,
Here is a similar case for your reference. Try to remove NAT and have the SIP line connect direct to Lync Server.
http://social.technet.microsoft.com/Forums/lync/en-US/d0e53ab2-42e7-4d79-be01-b8770d508133/calls-to-workflows-fail
Kent Huang
TechNet Community Support

Similar Messages

Intermittent Failure of incoming calls to Response Group

Hello,
We're running Lync Server 2010 and intermittently calls coming into the response group don't ring the attendant or take a long time to start ringing. We ARE seeing events in the event log pertaining to the LS Response Group Service as show below. I
haven't been able to find anything on this on TechNet or anywhere else. We are running all of the latest updates. Any help would be greatly appreciated!
Event Log
Log Name:      Lync Server
Source:        LS Response Group Service
Date:          11/22/2013 3:43:11 PM
Event ID:      31172
Task Category: (2001)
Level:         Warning
Keywords:      Classic
User:          N/A
Computer:      vm-12-04.sipdomain.net
Description:
The workflow runtime encountered an error while connecting the call.
The workflow runtime encountered a critical error.
Failure occurrences: 9, since 11/21/2013 7:42:57 AM.
The last encountered error was from a workflow having the display name: Main RSP, the URI: sip:[email protected], and the GUID: 647cc313-9ea7-46a5-a153-3e5a164b9785.
Exception: System.InvalidOperationException - Accept Call activity '_actvAcceptCall' cannot run. The Call (AudioVideoCall or InstantMessagingCall) is not in the incoming state. The current state is 'Terminated'.
Inner Exception: -
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
    <Provider Name="LS Response Group Service" />
    <EventID Qualifiers="34769">31172</EventID>
    <Level>3</Level>
    <Task>2001</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2013-11-22T21:43:11.000000000Z" />
    <EventRecordID>276664</EventRecordID>
    <Channel>Lync Server</Channel>
    <Computer>vm-12-04.sipdomain.net</Computer>
    <Security />
</System>
<EventData>
    <Data>9</Data>
    <Data>11/21/2013 7:42:57 AM</Data>
    <Data>Main RSP</Data>
    <Data>sip:[email protected]</Data>
    <Data>647cc313-9ea7-46a5-a153-3e5a164b9785</Data>
    <Data>System.InvalidOperationException - Accept Call activity '_actvAcceptCall' cannot run. The Call (AudioVideoCall or InstantMessagingCall) is not in the incoming state. The current state is 'Terminated'.</Data>
    <Data>-</Data>
</EventData>
</Event>
Calls will begin to come in again after this but it appears the service is recovering from some type of failure state.
Thanks for any help!
RWK

Did this issue happen to multiple response group?
Did this happen to calls from PSTN calls?
This problem is mostly related with network issue.
The following is a similar thread for you:
http://social.technet.microsoft.com/Forums/lync/en-US/d0e53ab2-42e7-4d79-be01-b8770d508133/calls-to-workflows-fail
For further troubleshooting. You can use Lync Logging Tool to collect trace file on Lync Front End Server.
Lisa Zheng
TechNet Community Support

Delay in the Response Group Rining / Call Pickup from another Extension

Dear All,
We have just finished a deployment of Lync 2013 with Sonus 1000 as the Mediation Gateway, we have deloyed polycom VVX 600 phones,
We have two lines E1 and 5 Fxo lines (with same Pilot Number)
I would like the Receptionist to have both E1 DID number and FXO number and her phone to ring when the calls comes from DID line as well as FXO,
I have the below scenario
1) Currently the setup is that Receptionist is configured with the E.164 DID number : (Line URI is Tel:+971XXXX500;ext=500), which work perfectly fine
2) We have added receptionist in Response Group , and setting are (Formal,10 sec , Attendant)
The issue :
1) Call forwarding does not work on Response Group (which is by design it self)
2) When a call comes from the outside to FXO it goes to response group , (there is Music played and the ring on reception is delayed by 2-3 secs) ,
Customer does not want this delay , it should ring immediately with no music,
3) If the receptionist moves from one location to any other location to another , she should have the ability to remotely perform call forward to that extension by simply dialing few codes on the phone ( I already told customer
about PIN based authentication, by customer does like the idea of signing in or signing out)
In DIRE NEED OF HELP,
Regards,
Hasan Reza,

Hi,
Did the issue only happen for IP Phone in Response Group or also happen for Lync client in Response Group?
If the issue only happen for IP Phone, it seems to be an known issue. Please Make sure Lync Server update to the latest version and then test again.
Here are several similar case may help you:
https://social.technet.microsoft.com/Forums/lync/en-US/196375a5-3ae9-4452-acbe-2679a8deef80/delay-when-response-group-calls-are-answered
https://social.technet.microsoft.com/Forums/lync/en-US/70306bf5-fcd3-488a-b6f4-2eee1bcc0457/lync-2010-ip-phone-calls-and-response-group-delays
Best Regards,
Eason Huang
Please remember to mark the replies as answers if they help, and unmark the answers if they provide no help. If you have feedback for TechNet Support, contact [email protected]
Eason Huang
TechNet Community Support

Response Group problems

For the past few weeks I have been struggling with launching response groups and I am hoping someone might be able to help.
Little background on my config –
2 – Frontend 2013 servers (5.0.8308.556)
Sonus SBC1000 voice gateway, 1 PRI
Stuff that works – Direct calling inbound to end users works great!
So here is my problem. I set up a response group with a direct dial number to the outside and assign my people to the group and everything is good.
For about 15mins response groups work great! After about 15mins response groups stop working and calls to response groups are no longer picked up. This also affects chat with response groups.
When I turn on the logging software inside Lync I get these messages when the calls are dropped;
TL_INFO(TF_COMPONENT) [1]3784.356C::04/14/2014-14:24:54.627.018e2f49 (RgsCommonLibrary,RgsLogMessage.ReportMessage:2111.idx(227))
_rgs_message_begin_
Direction: Incoming
From: tel:+15555555555
To: sip:[email protected]
Message: CALLCONTROL: Call declined because CallControl is not started
WorkflowId: 08d328a20de8419caad0dee898586051
TL_ERROR(TF_COMPONENT) [1]3784.356C::04/14/2014-14:24:54.627.018e2f4a (RgsHostingFramework,CallControlManager.HandleAudioVideoCall:2049.idx(619))
(0000000000C9D21E)Call is declined because Call Control is not started.
I then simply restart response groups on one of the FE servers and they come back (for a short time) -
Here some interesting events logged in the Lync Server event logs after Response Group Service is restarted –
LS Response Group Service – 31028 - A WorkflowRuntime cannot be started.
Lync Server 2013, Response Group Service Match Making could not find the Contact object used for subscribing to agents' presence. Cause: The application has not been properly activated or the Contact object was deleted. Resolution: Deactivate and then activate
the application for this pool.
I am willing to try just about anything to get this to work. Any ideas out there? Thanks for all your help!

Please check if the application server is active(lync control panel--Topology--status--double click your FE SERVER--applicationserver).
If the application server is not started, please start it. If it is started, restart it.
If issue still exist, use following steps:
use following command Get-CsApplicationEndpoint
And check for messages in "Yellow"
Locate the Identity in Active Directory using ADSIEdit
And Delete the "CN" located at the end of the Identity String
And try and add your Line URI or Response Group SIP Address.
Also you can refer below link
http://social.technet.microsoft.com/Forums/lync/en-US/cd25ddec-6e1e-4d58-9a9a-a530abfa82e3/response-groups-not-working
Please remember, if you see a post that helped you please click "Vote As Helpful" and if it answered your question, please click "Mark As Answer"
Mai Ali | My blog: Technical

Lync 2013 Crashes When Transferring From Response Group

Hello,
Seeing a very strange issue on a couple of our clients running Lync 2013. Whenever they transfer a call from their response group Lync will crash. Calls into their direct line will transfer just fine. Here are two of the event logs we have
seen from this.
Faulting application name: lync.exe, version: 15.0.4569.1503, time stamp: 0x52b0bd5c
Faulting module name: mso.dll, version: 15.0.4569.1506, time stamp: 0x52e0dcca
Exception code: 0xc0000005
Fault offset: 0x0000000001828520
Faulting process id: 0x1550
Faulting application start time: 0x01cf4766655f5ead
Faulting application path: C:\Program Files\Microsoft Office\Office15\lync.exe
Faulting module path: C:\Program Files\Common Files\Microsoft Shared\Office15\mso.dll
Report Id: cbd75420-b38c-11e3-ae5c-0026b9dd72ee
Faulting application name: lync.exe, version: 15.0.4569.1503, time stamp: 0x52b0bd5c
Faulting module name: LyncDesktopViewModel.dll, version: 15.0.4569.1503, time stamp: 0x52b0c3a2
Exception code: 0xc0000005
Fault offset: 0x0000000000119795
Faulting process id: 0xee0
Faulting application start time: 0x01cf4757f9b12418
Faulting application path: C:\Program Files\Microsoft Office\Office15\lync.exe
Faulting module path: C:\Program Files\Microsoft Office\Office15\LyncDesktopViewModel.dll
Report Id: 9db0d18d-b359-11e3-ae5c-0026b9dd72ee
We have tried a number of things this to get this working, but nothing has worked.
Installed Office 2013 SP1
Completely re imaged the client's computers
Deployed new Polycom Lync phones
Completely removed clients from their response group and the Lync server and added them back
I'm not sure where to go from here or what might be causing this. I would appreciate any thoughts you might have. Thank you!

By default, calls from Response Groups ignore call forwarding or simultaneous ring settings.
Lisa Zheng
TechNet Community Support

Serial response groups not working

Hello,I have the following problem with a serial response group.
When I call the response group :
1. it goes to a person in the list but not always the first one in the list
2. if nobody pics up it stays ringing on that person and does not go to the following person in the list.
3. Sometimes it just choose one person and keeps calling that person even if he's the last person on the serial list.
Does someone has an idea how this flow works ?
Kind regards,
Serge

Hi,
Please test the issue again when all the Response Group Agents are available. For most routing methods, response group agents only receive calls if they are set as Available or Inactive.
Please also try other Routing method such as Parallel, Round robin to check if similar issue happen.
If the issue persists, please check if there is any error messages on FE Server.
Best Regards,
Eason Huang
Eason Huang
TechNet Community Support

The Response Group application was unable to transfer the call to the configured destination and no fallback exists

Hey,
I get this error message when calling into an unassigned number which redirects to a response group:
From user URI:
sip:[email protected];gruu;opaque=srvr:Microsoft.Rtc.Applications.Acd:RS6nRGV9DlmpNsLtmz5qeQAA
To user URI:
0220198611;phone-context=DefaultProfile
From user agent:
RTCC/4.0.0.0 Response_Group_Service Announcement_Service
Diagnostic header:
26005; reason="The Response Group application was unable to transfer the call to the configured destination and no fallback exists."
Interestingly "To user URI: 0220198611;phone-context=DefaultProfile" is the number off the caller not the destination. I wonder is this a bug? So is the response group trying to transfer to this number and failing because of course it doesnt exist?
As you can see the below the number I am calling is not 0220198611:
From phone number: 0220198611;phone-context=DefaultProfile
To phone number: +6493760053 From mediation server: onzlyncfe1.domain.co.nz To mediation server: From gateway: 192.168.100.70
To gateway:
Disconnected by: +6493760053
Does the calling party's number have to be normalised? If so how can I do this because the global normailisation rules dont seem to apply
in this situation. These rules do work when when calling into a users DDI.
Also to be clear....
+6493760053 is an unassigned number which is setup to redirect to a response group.
If I assign +6493760053 to a user then it works.
Additionally this works perfectly when the gateway sends the call to our legacy 2007r2 mediation server then on to Lync. If the gateway sends the call directly to the co-located Lync mediation server I get the error described.
I hope I make sense. If you are confused let me know :)
Help is appreciated.
Thanks,
Andrew

Hi ANdrew
Kindly advise how you transfered the unassigned numbers to a specific user, i used the below command but it failled, the message displayed but the call never routed:
New-CsAnnouncement -Parent service:ApplicationServer:LyncFE.squareone.local -Name "SQ unassigned number announcement" -TextToSpeechPrompt "You entered an invalid extinsion you will be forwarded to the operator" -Language "en-US" -TargetUri "sip:[email protected];user=phone"
While [email protected] is the sip uri in my lync for the operator
could you advise what is my issue?

Lync 2013 Attendant Response Group - Long Delay - Error ID 45019 LS Inbound Routing

Hello,
We have a customer who's using Lync Server 2013 with Response Groups and the SamRoxx Attendant Client. They are getting an error whereby calls made directly to users come through instantly, however attendants who take a call via the Response Group
get a 10 second delay. We are seeing
Error ID 45019 LS Inbound Routing
User ***@***.com provided a routing document with errors.
Default call handling was applied instead. Merge conflict. Wait total present in both preambles.
Problems with this user's routing documents will not be reported again for another hour.
Cause: A new or experimental user agent my have published a routing document with errors.
Resolution:
Replace the user agent that published the defective configuration.
Has anyone seen this before??
Thanks
Lync Tips Blog - [email protected] - If this post has been useful please click the green arrow to the left or click 'Propose as answer'

Hi tomcotton,
You can try steps below to troubleshoot the problem.
1. Remove the affected Lync user from the Response Group and test whether the error persists.
2. I’m not aware of
the SamRoxx Attendant Client, can you use Lync 2013 client to test and check ?
Best regards,
Eric
Please remember to mark the replies as answers if they help, and unmark the answers if they provide no help. If you have feedback for TechNet Support, contact [email protected]

Lync response group stops after a while with receiving incomming calls

Hi Folks,
We have a strange issue with the response groups of Lync.
It seems that the response group randomly stops working, what means that the users can't receive their call trough the response groups.
Only the response group call(s) don't work, the pstn -> lync lync-> lync call just works fine.
The quick fix is to restart one of the Lync front end servers.
But, that is not really a solution.
The event viewer don't show anything about this problem. Also the Lync monitoring service don't show anything.
Sometimes restarting the Windows Lync response group services solves the problem, but most of the time we need to restart the whole server.
I'm curious some people has the same experience.
If you need more information about our deployment, please feel free to ask.

Hi,
I suggest you try to gather some logs on the Mediation server to see what is happening. Please use Lync logging tool and capture the data for S4
and then try to see if there are any errors after reporduce the problem.
Please try to enable logging tool to get detailed report:
http://blog.schertz.name/2011/06/using-the-lync-logging-tool/
http://technet.microsoft.com/en-us/library/gg558599.aspx
Regards,
Kent Huang
TechNet Community Support ************************************************************************************************************************ Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a
marked post does not actually answer your question.

Response Group to PSTN Outbound Caller ID

Hi Guys,
I'm trying to implement an after hours paging service on our lync system using a response group (with overflow set to 0), but the problem I'm currently facing is that the outbound calling number ID is set to the number of the caller, which I'm not legally
allowed to present here in Australia. I could in theory set the number to be private, but that will cause people to screen the calls.
Is there any way to get the RGS application to set the call history in the same way that simultaneous ringing does, even perhaps on some server side-scripting?
This is the SIP info I get in a simultaneous ring, where xxx is the number they called, and yyy being the number they called from.
HISTORY-INFO: <sip:+xxx@frontend;user=phone>;index=1,<sip:+yyy@frontend;user=phone>;index=1.1
Any input would be very appreciated :)

I'm curious what happens if you try this:
You'd create a new voice policy, PSTN usage and route. On the route, you mask the caller ID to be your business's primary number.
Then assign that policy to a user account that you've created just for this purpose. That user account should forward it's calls to the number the response group should call.
Then, with the overflow still set to 0, instead of a calling the number, you call that forwarding user account with the caller id mask.
Please remember, if you see a post that helped you please click "Vote As Helpful" and if it answered your question please click "Mark As Answer".
SWC Unified Communications
This forum post is based upon my personal experience and does not necessarily reflect the opinion or view of Microsoft, its employees, or other MVPs.

Response Group caller ID

Hello,
We have recently deployed Lync 2013 as a migration from 2010, something our users have noticed what looks like a change in the response group behavior.
When an incoming call comes in you see the usual toast with the caller ID in it as you did in 2010, BUT once the call connects the caller ID appears to be replaced by the name of the server that is currently running the response group service.
Has anybody noticed this? is it something that can be changed as my agents don't care about what server they are connected to they would rather have the caller ID so they can write it down etc...
Thanks
James

Hi,
Does this issue happen when the call came from PSTN or internal Lync users, or both?
I suggest trying to enable logging tool and reproduce the issue to get report for further troubleshooting.
http://blog.schertz.name/2011/06/using-the-lync-logging-tool/
Note: Microsoft is providing this information as a convenience to you. The sites are not controlled by Microsoft. Microsoft cannot make any representations regarding the quality, safety, or suitability of any software or information
found there. Please make sure that you completely understand the risk before retrieving any suggestions from the above link.
Kent Huang
TechNet Community Support

Inbound Calls Fail

HI.
I'm running CME on a 2851.
My issue is with inbound calls not failing totally, but then requiring the extension to be dialed. This only happens for calls where the calling number is unknown.
So all calls inbound work if the inbound calling number is known. Calls route nicely.
If the calling number is unknown the caller gets a tone, whereby they need to then dial the extension.
Ideally I'd like to have unknown calling numbers simply route the call the same way as with a known calling number.
FYI when i debug q931 caller id (if off) is shown as Calling Party Number i = 0x00A3, N/A
Appreciate any help as this is causing some problems!!!
Configuration attached

Timothy,
When the calls come in, a dial-peer match is made, and in this case, where the calling number is known, the dial-peer whose destination-pattern command matches the calling number is selected, and the call is routed.
For calls where the calling number is not available, there is no dial-peer matched, so the default dial-peer (dial-peer 0) is used, and two stage dialing is then required.
To resolve, a quick solution would be to create a new dial-peer that has the incoming called-number command (which matches on the called number), so that this dial-peer will always be used for all incoming calls regardless of whether the calling number is available or not.
Use the direct-inward-dial command as well in this dial-peer to force one stage dialing.
dial-peer voice 90 pots
incoming called-number .
direct-inward-dial
port 0/0/0:15.
See also
* http://www.cisco.com/en/US/tech/tk652/tk90/technologies_tech_note09186a008010fed1.shtml#topic3
* http://www.cisco.com/en/US/tech/tk652/tk698/technologies_tech_note09186a00800e00d0.shtml
Hope this helps.
Regards,
Michael.

Cannot transfer response group calls that are parked and time out

Hello all,
Need your help with a peculiar issue. The deployment consists on one Lync Server 2013 Front End server acting also as mediation server. Communication with the PSTN is through a ITSP (no SBC on place).
There is a response group created for the main line (the office's published number) that plays a greeting and then it sends the call to a queue (in attendant mode). Any user available picks up the call, puts it on park and IM'es the final recipient (which
uses any phone to pick up the call). Everything works as expected, except when the call in the parking lot times out, it rings back on the client that picked the call first, but when he picks it up, it doesn't show the options to transfer the call. The top
of the call window says "Connecting call...", but the call is connected and the person is able to talk with the person that was on parking.
I have reviewed the client's log file using Snooper, and there is not errors. In the CDR records, everything seems normal.
The curious thing is that if the call goes directly to the user (using his DID or on a Lync to Lync call) and the calls is parked and it times out, it connects normally, and the user can transfer the call or put it on parking again. The problem happens only
whit calls that are pick up from the response group.
Any ideas?
Patricio Carpio.

Please check if this issue happens with other Response Group agent.
As the status “Connecting call” exists, this may cause the option “transfer the call” missing.
Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.

Caller ID Name in Response Groups

Hi all, seeing if there is any progress with this as it seems like the most recent talk about this was well over a year ago.
I have Lync 2013 Enterprise Voice routing calls to my call center with response groups. The back end SIP server is Asterisk with caller ID enabled at the SIP provider and on Asterisk.
When calls get routed to our call center, only the phone number appears in the notification toast. However, the caller ID Name appears correctly only after the call gets answered. I would like it to show the name on the notification--while the call is ringing.
It's good that it shows up when answered, but we need it to display while it is ringing as well. This is a simple phone system function, why wouldn't Lync support this?

Hi,
It should be a known issue and there is no solution so far. Hope it will be repaired with the nest CU.
Best Regards,
Eason Huang
Eason Huang
TechNet Community Support

Lync Response group call issues

Hi all,
I am trying to investigate an issue with incoming calls.
I would like to know who ended the call. Was it the caller or the callee.
How can I find this in Lync reports?
Thanks,

Here's a query that will need some work, but might help get you there.
Note that it's currently locked to a date range. You can modify that. I'd make a couple of calls to your response group, one where you hang up, and one where you have them hang up on you.
Run the query. Find your calls, find the ReferredById number that matches your response group. In my case it was 10091, so I added the line "and SessionDetails.ReferredById='10091'" just before the "order by".
Now the query returns your response group calls. The diagnosticID will help you determine who hung up, or you can just add the VoIPDetails record you found as the join is in the query already.
select
(Select UserUri from Users where UserId = SessionDetails.User2Id ) as Caller,
SessionDetails.DiagnosticId,
(SELECT PhoneUri FROM Phones WHERE PhoneId = VoipDetails.FromNumberId) as MyFromNumberId,
(SELECT PhoneUri FROM Phones WHERE PhoneId = VoipDetails.ConnectedNumberId) as ConnectedNumberId,
(Select UserUri from Users where UserId = SessionDetails.User1Id ) as Agent,
(Select UserUri from Users where UserId = SessionDetails.ReferredById ) as ResponseGroup,
(SELECT DATEDIFF(SECOND, SessionDetails.SessionIdTime,SessionDetails.SessionEndTime)) As TalkTime,
SessionDetails.* from SessionDetails
LEFT OUTER JOIN dbo.VoipDetails
ON VoipDetails.SessionIdTime = SessionDetails.SessionIdTime
AND VoipDetails.SessionIdSeq = SessionDetails.SessionIdSeq
where SessionDetails.SessionIdTime > '2014-10-08' and SessionDetails.SessionIdTime < '2014-10-10'
order by SessionIdTime
Please remember, if you see a post that helped you please click "Vote As Helpful" and if it answered your question please click "Mark As Answer".
SWC Unified Communications
This forum post is based upon my personal experience and does not necessarily reflect the opinion or view of Microsoft, its employees, or other MVPs.

Inbound calls to response group - failed

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