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/
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found there. Please make sure that you completely understand the risk before retrieving any suggestions from the above link.
Kent Huang
TechNet Community Support

Similar Messages

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.

Agent "User" is not enabled for enterprise voice. Only Enterprise Voice users can receive Response Group calls.

I have standard edition Lync 2013 deployed. I have also enabled enterprise Voice for all my users.
When I try to create a response group under group tab, I add the enterprise voice enabled users to the group and click on commit I get this warning:
Agent "User" is not enabled for enterprise voice. Only Enterprise Voice users can receive Response Group calls.
This is clearly a glitch since the users are already enabled for enterprise voice. Has anyone come across this issue before?
Thanks

Have you tried restarting the Response Group service? Are you able to add any EV enabled users to this RGS?
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Lync Sorted blog

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.

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

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.

Is there a way to tell who answered a call to a Lync response group?

We have Lync 2010 and a number of Response groups defined. These are rung by the public from outside lines.
We would like to be able to identify who is answering these calls. However the records that are being populated in the Lync LCSCDR database only seem to reflect that their was a call to the response group, not who then took the call.
Does the LYnc database also store the user who answered the call ?
Is this something that can be configured ?
We have tried running queries like the one below, which seems to indicate that its only the response group userid is kept in the call record.
USE LCSCDR
GO
Select sd.SessionIdTime, sd.SessionEndTime,
DATEDIFF(ss,sd.SessionIdTime,ISNULL(sd.SessionEndTime,sd.SessionIdTime)) AS duration,
ph1.PhoneUri as caller1,
ph2.PhoneUri as receiver1,
U1.UserUri as user1uri, U2.UserUri as user2uri, U3.UserUri as refeereruri,
sd.User1Id, sd.User2Id,sd.ReferredById,sd.IsUser1Internal, sd.IsUser2Internal,
sd.SessionIdTime, voipd.*, '|||',sd.*
From dbo.VoipDetails as voipd
INNER Join dbo.SessionDetails as sd on
(voipd.SessionIdTime = sd.SessionIdTime and
voipd.SessionIdSeq = sd.SessionIdSeq )
LEFT OUTER JOIN dbo.Users as U2
ON U2.UserId = sd.User2Id
LEFT OUTER JOIN dbo.Users as U1
ON U1.UserId = sd.User1Id
LEFT OUTER JOIN dbo.Users as U3
ON U3.UserId = sd.ReferredById
LEFT OUTER JOIN dbo.Phones as ph1
ON ph1.PhoneId = voipd.FromNumberId
LEFT OUTER JOIN dbo.Phones as ph2
ON ph2.PhoneId = voipd.ConnectedNumberId
where sd.SessionIdTime > (GETDATE() - 2)
and sd.MediaTypes = 16
and voipd.FromGatewayId is not null -- external
and User1Id is null

The calls will have the same CorrelationId.
If you have for example C1 calling RG1.
In turn you will see C1 calling A1, and C1 calling A1. These are the response group calls to each agent.
All 3 of these calls will share the same CorrelationId. Likewise you can check the Response code to see which Agent call had a 200.
There will also be a 4th call from AX to C1, and AX will be whomever took the call. The ReplacesDialogIdTime will associate the replacement call back to the original call in.
So something like this should work
SELECT *
FROM [LcsCDR].[dbo].[SessionDetails] WHERE
ReplacesDialogIdTime = ANY
(SELECT sd.SessionIdTime
FROM [LcsCDR].[dbo].[SessionDetails] as sd
LEFT OUTER JOIN [LcsCDR].[dbo].[Users] as u1
ON u1.UserId = sd.User1Id
LEFT OUTER JOIN [LcsCDR].[dbo].[Users] as u2
ON u2.UserId = sd.User2Id
WHERE u1.UserUri = '[email protected]' and u2.UserUri = '[email protected]')

Response Groups and Polycom CX600

Hello,
We have some users who only have Polycom CX600 devices deployed for Lync access. They are part of Lync Response Groups set to answer queued calls. When the Polycom device is in a locked state, no Response Groups calls are presented to the user.
If a call is in queue and they unlock their phone, the call will then be presented.
We are unable to disable the lock policy due to requirements, so I am wondering if there is another way around this. Some of these users are UNIX users, so we cannot deploy a Lync client to them to help with the USB tethering that would resolve the
issue for Windows or Mac users.
Any help here is greatly appreciated as it is preventing the roll over of many users to Lync.
Thanks,
Paul Dietrich

Not a great answer because almost all of the group routing method settings are based upon presence. If you set your groups to the "attendant" routing method they should ring regardless of presence however.
I'm not sure how well that works if the phone is locked, and it's basically a ring-everyone-whomever-answers-first-wins type of group.
Perhaps the answer is a different model of phone that won't obey the locking. If you're experiencing response group delays (you answer and have to wait a few beeps before you can speak) this can also reduce that delay.
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

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

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

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?

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.

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

Response Groups not working

Hi there
My environment is a single Lync 2013 Front End Server installed on Server 2012.
It works since a year and now we want to use some response groups. I created 2 of them and everything seems fine but i cant call these groups. Not from internal and also not from external.
The clients shows an 500 internal server error with ID 26017.
So i traced the whole thing on the Front End Server. It seems the Response Group Service cant work with the local SQL Server. I see three error messages.
1. TL_ERROR(TF_COMPONENT) [2]0B90.37A8::07/23/2014-06:38:39.119.000002fb (RgsClientsLib,MatchMakingLocator.GetActiveInstanceFromDB:683.idx(479))
(0000000000150BA8)No instance registered as the active instance!
2. TL_ERROR(TF_COMPONENT) [1]1E08.2910::07/23/2014-06:38:42.462.00000a34 (RgsHostingFramework,CallControlManager.HandleAudioVideoCall:2049.idx(619))
(000000000362D054)Call is declined because Call Control is not started.
3. TL_WARN(TF_COMPONENT) [1]0B90.0B7C::07/23/2014-06:38:48.053.00000f2d (RgsClientsLib,MatchMakingLocator.GetActiveMatchMakingInstance:683.idx(301))
(0000000000150BA8)There is currently no active MatchMaking instance in the pool.
The Lync Server Event Log shows this error when the Response Group Service starts:
LS Response Group Service ID 31067
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.
Is there a way to reinstall / reconfigure the whole response group service incl. the active directory objects?
I hope somebody could help
Regards
Andreas

Have you seen this thread:
http://social.technet.microsoft.com/Forums/lync/en-US/cd25ddec-6e1e-4d58-9a9a-a530abfa82e3/response-groups-not-working?forum=ocsclients ?
He ran Get-CsApplicationEndpoint and received a warning that let him to a resolution.
Short of that, I'd rerun step 2 in the deployment wizard and restart services when you can to see if I could jog anything loose.
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

Response Group Presence

Hi All,
Ran into a rather rare and strange issue at one of our customer
sit so was wondering if someone has experienced this before. At
that site, in all Lync clients, the presence of one of the Response Groups (IT Helpdesk) looks offline and its icon does not
the normal robot (icon for contacts) but just a
picture less human one. I have checked and there are no users with the same name as the RG. It was fine last week so not sure what happened. Just to add, calls were not being transferred to any agents so had to restart the RGS service to fix it that
part of working. Any ideas?
Chris.

Any ideas? -Nothing more than, restart that service and keep those patches up to date, sorry.
Has anyone experienced this before? -Yes, me, and I also restarted to fix (also was at current patch level).
I've also experienced a glitch where despite a user's presence being available, and being the first in the group configured to be "serial", she would get the call last. A restart fixed this as well and it hasn't come back in 3 months. I've seen
some funny things that the restart fixes it and they don't tend to come back, they're very rare though. A deep dive in the logger and LcsCDR didn't seem to reveal much other than it just didn't want to offer the call to that user first.
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

Response Group caller ID

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