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

Similar Messages

Response Group Service stops repeatedly.

Hi,
We have a 3 node Lync 2013 FE pool, running on Windows 2012 R2 Datacenter.
The response group service on all nodes stops periodically at different times. Obviously once all the pool members have stopped this service the Response Groups no longer function. We see the following events in the logs that show the issue:
Log Name: Lync Server
Source: LS Application Server
Date: 1/20/2015 4:07:06 AM
Event ID: 32007
Task Category: (1055)
Level: Error
Keywords: Classic
User: N/A
Computer: xxxxxxxx
Description:
The Application Host stopped due to an unhandled exception in the application.
The Application Host received an unhandled exception while running application urn:application:RGS. Exception information: Exception: System.Reflection.TargetInvocationException
> Message: Exception has been thrown by the target of an invocation.
> StackTrace: at System.RuntimeMethodHandle.InvokeMethod(Object target, Object[] arguments, Signature sig, Boolean constructor)
at System.Reflection.RuntimeMethodInfo.UnsafeInvokeInternal(Object obj, Object[] parameters, Object[] arguments)
at System.Delegate.DynamicInvokeImpl(Object[] args)
at Microsoft.Rtc.ApplicationServerCore.EventQueueEntry.ExecutionContextRunCallback(Object state)
at System.Threading.ExecutionContext.RunInternal(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state)
at Microsoft.Rtc.ApplicationServerCore.EventQueueEntry.InvokeEvent(Boolean executingSynchronously, EventSerializer serializer)
at Microsoft.Rtc.ApplicationServerCore.EventSerializer.ProcessEvent(Boolean executingSynchronously, EventQueueEntry entry)
at Microsoft.Rtc.ApplicationServerCore.EventSerializer.ProcessEvents(EventQueueEntry entry)
at System.Threading.ExecutionContext.RunInternal(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
at System.Threading.QueueUserWorkItemCallback.System.Threading.IThreadPoolWorkItem.ExecuteWorkItem()
at System.Threading.ThreadPoolWorkQueue.Dispatch()
> Source: mscorlib
> HResult: -2146232828
Inner Exception: System.NullReferenceException
> Message: Object reference not set to an instance of an object.
> StackTrace: at Microsoft.Rtc.Acd.MatchMaking.CallHandler.StopQueueTimer()
at Microsoft.Rtc.Acd.MatchMaking.CallHandler.RouteToAnotherQueue(QueueCallHandler currentQueue, QueueCallHandler newQueue)
at Microsoft.Rtc.Acd.MatchMaking.CallHandler.RouteCallOnQueueTimeout(QueueCallHandler currentQueue)
at Microsoft.Rtc.Acd.MatchMaking.CallHandler.OnStateTimerExpired()
at Microsoft.Rtc.Acd.MatchMaking.AgentPresenceManager.OnTimerExpired(Object sender, TimerExpiredEventArgs args)
at Microsoft.Rtc.Acd.MatchMaking.PresenceProvider.EventQueue.OnExecuteWorkItem(QueueWorkItem workItem)
> Source: Microsoft.Rtc.Acd.MatchMaking
> HResult: -2147467261
Cause: Unhandled exception.
Resolution:
Check the events prior to this to resolve the unhandled exception.
Log Name: Lync Server
Source: LS Application Server
Date: 1/20/2015 4:07:06 AM
Event ID: 32002
Task Category: (1055)
Level: Information
Keywords: Classic
User: N/A
Computer: xxxxxxxxxx
Description:
The Application Host has stopped an application.
The Application Host has stopped application RTCRGS
Log Name: Lync Server
Source: LS Response Group Service
Date: 1/20/2015 4:07:06 AM
Event ID: 31207
Task Category: (2001)
Level: Error
Keywords: Classic
User: N/A
Computer: xxxxxxxxxx
Description:
An unhandled exception was encountered in Response Group Service.
Exception: System.Reflection.TargetInvocationException: Exception has been thrown by the target of an invocation. ---> System.NullReferenceException: Object reference not set to an instance of an object.
at Microsoft.Rtc.Acd.MatchMaking.CallHandler.StopQueueTimer()
at Microsoft.Rtc.Acd.MatchMaking.CallHandler.RouteToAnotherQueue(QueueCallHandler currentQueue, QueueCallHandler newQueue)
at Microsoft.Rtc.Acd.MatchMaking.CallHandler.RouteCallOnQueueTimeout(QueueCallHandler currentQueue)
at Microsoft.Rtc.Acd.MatchMaking.CallHandler.OnStateTimerExpired()
at Microsoft.Rtc.Acd.MatchMaking.AgentPresenceManager.OnTimerExpired(Object sender, TimerExpiredEventArgs args)
at Microsoft.Rtc.Acd.MatchMaking.PresenceProvider.EventQueue.OnExecuteWorkItem(QueueWorkItem workItem)
--- End of inner exception stack trace ---
at System.RuntimeMethodHandle.InvokeMethod(Object target, Object[] arguments, Signature sig, Boolean constructor)
at System.Reflection.RuntimeMethodInfo.UnsafeInvokeInternal(Object obj, Object[] parameters, Object[] arguments)
at System.Delegate.DynamicInvokeImpl(Object[] args)
at Microsoft.Rtc.ApplicationServerCore.EventQueueEntry.ExecutionContextRunCallback(Object state)
at System.Threading.ExecutionContext.RunInternal(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state)
at Microsoft.Rtc.ApplicationServerCore.EventQueueEntry.InvokeEvent(Boolean executingSynchronously, EventSerializer serializer)
at Microsoft.Rtc.ApplicationServerCore.EventSerializer.ProcessEvent(Boolean executingSynchronously, EventQueueEntry entry)
at Microsoft.Rtc.ApplicationServerCore.EventSerializer.ProcessEvents(EventQueueEntry entry)
at System.Threading.ExecutionContext.RunInternal(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
at System.Threading.QueueUserWorkItemCallback.System.Threading.IThreadPoolWorkItem.ExecuteWorkItem()
at System.Threading.ThreadPoolWorkQueue.Dispatch()
Cause: Internal error in Response Group Service.
Resolution:
Restart the service. If the problem persists contact product support.
Log Name: Application
Source: .NET Runtime
Date: 1/20/2015 4:07:06 AM
Event ID: 1026
Task Category: None
Level: Error
Keywords: Classic
User: N/A
Computer: xxxxxxxxxxxx
Description:
Application: OcsAppServerHost.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: System.Reflection.TargetInvocationException
Stack:
at Microsoft.Rtc.ApplicationServerCore.EventSerializer.ProcessEvents(Microsoft.Rtc.ApplicationServerCore.EventQueueEntry)
at System.Threading.ExecutionContext.RunInternal(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean)
at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean)
at System.Threading.QueueUserWorkItemCallback.System.Threading.IThreadPoolWorkItem.ExecuteWorkItem()
at System.Threading.ThreadPoolWorkQueue.Dispatch()
Log Name: Application
Source: Application Error
Date: 1/20/2015 4:07:07 AM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: xxxxxxxxxx
Description:
Faulting application name: OcsAppServerHost.exe, version: 5.0.8308.0, time stamp: 0x5050e359
Faulting module name: KERNELBASE.dll, version: 6.3.9600.16656, time stamp: 0x5318237f
Exception code: 0xe0434352
Fault offset: 0x00000000000043c8
Faulting process id: 0x3cbc
Faulting application start time: 0x01d033d48b291c99
Faulting application path: C:\Program Files\Microsoft Lync Server 2013\Application Host\OcsAppServerHost.exe
Faulting module path: C:\Windows\system32\KERNELBASE.dll
Report Id: b4e25672-a083-11e4-80ce-005056b06583
Faulting package full name:
Faulting package-relative application ID:
I initially though this may be due to AV scanning but this has been disproved. Please assist me with troubleshooting this issue.
thanks
Chris

Hi,
Please make sure CMS replication update to the latest status.
Try to install the latest update for Lync Server and reboot the server.
Best Regards,
Eason Huang
Eason Huang
TechNet Community Support

Response Groups - Duplicate "Built In" Services - Multiple Default Routing Endpoints

Hello,
I have a Lync 2013 deployment that has been migrated from OCS 2007, to OCS 2007 R2, to Lync 2010, and now to Lync 2013. I am including that information as that may be important for the following discussion.
When the Response Group Service starts, it logs four error messages which I will place at the bottom of this post. The error messages point to duplicate routing endpoints for the same service. Upon review, it appears to me that I have duplicates of the following
two services, when I look up the below SIP addresses with Get-CSApplicationEndpoint.
Announcement Service
RGS Presence Watcher
My guess is that during one of these migrations, we ended up with a duplicate service. The problem is - how do I get rid of the duplicate, and how do I know which is the duplicate and which I want to keep? Error messages below.
Lync Server 2013, Response Group Service was not able to establish the application endpoint.
The following exception occurred when establishing application endpoint associated with 'sip:RtcApplication-9ebda80c-12e1-4db6-b5f3-f0dc9585ad4d@<scrubbed>.com': System.InvalidOperationException - The ChannelDispatcher at 'net.tcp://<server scrubbed>:8404/'
with contract(s) '"IAgentSignInOut", "IMatchMaking"' is unable to open its IChannelListener..
Cause: Failed to connect to Front End server or the Front End server is misconfigured.
Resolution:
Check the Front End server for errors.
Application endpoint for Contact object cannot be created.
The following exception was thrown during application endpoint creation for Contact object 'sip:RtcApplication-8e1e15ac-09d4-4271-b961-6757feabd621@<scrubbed>.com'. The Response Group associated with this endpoint will not be available.
Exception: System.ArgumentException - Only one default routing endpoint is allowed per platform. The platform already contains a default routing Endpoint.
Inner Exception: ~
Cause: Networking problems with the Front End server, or Front End server configuration problems.
Resolution:
Check for eventual SIP errors on the Front End servers.
Lync Server 2013, Response Group Service was not able to establish the application endpoint.
The following exception occurred when establishing application endpoint associated with 'sip:RtcApplication-11e8fb5c-9847-460c-9e60-0f34834f8b37@<scrubbed>.com': System.InvalidOperationException - The ChannelDispatcher at 'net.tcp://<scrubbed>:8404/'
with contract(s) '"IAgentSignInOut", "IMatchMaking"' is unable to open its IChannelListener..
Cause: Failed to connect to Front End server or the Front End server is misconfigured.
Resolution:
Check the Front End server for errors.
Application endpoint for Contact object cannot be created.
The following exception was thrown during application endpoint creation for Contact object 'sip:RtcApplication-1c871209-add1-40a6-87bb-07884eb879b5@<scrubbed>.com'. The Response Group associated with this endpoint will not be available.
Exception: System.ArgumentException - Only one default routing endpoint is allowed per platform. The platform already contains a default routing Endpoint.
Inner Exception: ~
Cause: Networking problems with the Front End server, or Front End server configuration problems.
Resolution:
Check for eventual SIP errors on the Front End servers.

Hi,
Have you reviewed this blog? You may check the ownerpoolID in rgsconfig database.
http://blog.lync2013.org/tag/lync/
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.
We
are trying to better understand customer views on social support experience, so your participation in this
interview project would be greatly appreciated if you have time.
Thanks for helping make community forums a great place.

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

OCS 2007 R2 Response Group Configuration Tool Failure

Hello there.
We are bringing back to life an old OCS installation. Customer performed a clean AD reinstall and we are in the process of re-installing OCS 2007 R2. All seems to work fine, except the RGS. When accessing the web tool we get this error:
Response Group Configuration Tool Failure
An unknown error occurred. The operation cannot complete successfully. Please contact the administrator if this problem persists.
Click here to return Home.
the Event viewer for application on the FE shows:
Event code: 3005
Event message: Excepción no controlada.
Event time: 13/05/2014 12:13:01 p.m.
Event time (UTC): 13/05/2014 06:13:01 p.m.
Event ID: a74ea242095f4e8099bca266a7a5cc83
Event sequence: 8
Event occurrence: 1
Event detail code: 0
Application information:
Application domain: /LM/W3SVC/1/ROOT/Rgs-1-130444779241580315
Trust level: Full
Application Virtual Path: /Rgs
Application Path: C:\Program Files\Microsoft Office Communications Server 2007 R2\Web Components\Acd Files\
Machine name: OCSR2-FE02
Process information:
Process ID: 6504
Process name: w3wp.exe
Account name: domain\RTCComponentService
Exception information:
Exception type: COMException
Exception message:
Request information:
Request URL: https://ocspool.domain.com:443/Rgs/Deploy/Default.aspx
Request path: /Rgs/Deploy/Default.aspx
User host address: 172.16.6.32
User: domain\user
Is authenticated: True
Authentication Type: Negotiate
Thread account name: domain\RTCComponentService
Thread information:
Thread ID: 9
Thread account name: domain\RTCComponentService
Is impersonating: False
Stack trace: en System.Runtime.InteropServices.Marshal.ThrowExceptionForHRInternal(Int32 errorCode, IntPtr errorInfo)
en System.Management.ManagementObjectCollection.ManagementObjectEnumerator.MoveNext()
en System.Management.ManagementObjectCollection.get_Count()
en Microsoft.Rtc.Acd.Management.OcsApplicationContactSetting.Select(String condition)
en Microsoft.Rtc.Acd.Web.UI.WorkflowTemplate.GetContactObject()
en Microsoft.Rtc.Acd.Web.UI.WorkflowTemplate.AddedControl(Control control, Int32 index)
en ASP.deploy_default_aspx.__BuildControl__control15(Control __ctrl)
en Microsoft.Rtc.Acd.Web.UI.TemplateHelper.InstantiateWorkflowTemplate(AcdWorkflow workflow, ITemplate template, ControlCollection controlsToAddTo, String resourceClass, String templateResourcePrefix)
en Microsoft.Rtc.Acd.Web.UI.AcdWorkflowList.CreateChildControls()
en System.Web.UI.Control.EnsureChildControls()
en System.Web.UI.Control.PreRenderRecursiveInternal()
en System.Web.UI.Control.PreRenderRecursiveInternal()
en System.Web.UI.Control.PreRenderRecursiveInternal()
en System.Web.UI.Control.PreRenderRecursiveInternal()
en System.Web.UI.Control.PreRenderRecursiveInternal()
en System.Web.UI.Control.PreRenderRecursiveInternal()
en System.Web.UI.Control.PreRenderRecursiveInternal()
en System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)
Custom event details:
on the OCS logs I have:
Unhandled exception occurred in the Response Group Service Configuration Tool. The operation could not complete successfully.
Requested URL: /Rgs/Deploy/Default.aspx
User / Host making the Request: domain\user/ 172.16.6.32
Unhandled exception: System.Web.HttpUnhandledException - Se produjo una excepción de tipo 'System.Web.HttpUnhandledException'.
Inner Exception: System.Runtime.InteropServices.COMException
Cause: An unhandled exception occurred.
Resolution:
Check the exception.
Windows server is installed in spanish, if you wonder why the mix in languages.
We have been battling with this error for the last 2 weeks. Any help is greatly appreciated!
FR

Hi,
Please check the configuration of the Response Group Service with the help of the link below:
http://technet.microsoft.com/en-us/library/dd441277(v=office.13).aspx
Please check the OCS components that are required to implement the Response Group Service below:
Application Server and Response Group Service
Language pack
Administrative tools
Web Components Server
Internet Information Services
Microsoft Office Communicator 2007 R2
You can try to use the workflows that you crated to validate the deployment.
Best Regards,
Eason Huang
Eason Huang
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

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.

Unable to connect as a formal agent to a Response Group after Migration to Lync 2013

We are in the process of migrating our Lync 2010 servers to Lync 2013. Everything seems to go well, but problems started to appear after we migrated the Lync 2010 response groups to Lync 2013. Now only those groups with informal agents work. All the groups
with formal agent, when they try select their group through the web page, they all get the error:
You are not a member of any group. For assistance, contact your support team"
Did anyone experience such an issue ?
Thanks,
Antonio

We had this problem with our recent migration of c. 350 response groups, many of which had formal agent groups. The cause appears to be that after the migration, the formal agent registration screen sees both the 'old' and the 'new' formal agent groups of
which the current user is a member and resolves these to only one entry on the registration screen (which is understandable). But the entry seems to be connected to the 'old' and not the 'new' agent group. We were able to verify this by checking in the old
and new pool database (rgsdyn) and seeing that even after the migration the formal agents were signing in to the old pool and not the new one. One solution is to delete the members from the old formal agent groups so that future registrations are forced to
take place in the new pool database. However, if you do this, bear in mind that if you have to back out the migration, you have to restore these.
We were also had to abandon one migration attempt because of another problem where the migration tool does not support the migration of agents who are defined indirectly in the agent group through a mail distribution group.
tags: Move-CsRgsConfiguration ; formal agent groups ; lync2013 ;

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

Routing Method for Response Groups not Working as Expected

I have a situation where Response Groups are not routing calls in the order specified in the group settings. Serial is the primary setting used in this situation so the same person is always called first. However, the calls are being routed randomly.
One Response Group was deleted entirely and recreated which seemed to solve the problem temporarily but the problem returned as soon as the Response Group was modified.
CU level appears to be July 2013.
I have not had a chance to dig in and do any logging yet but will soon. However, if anyone has seen this behavior or has any suggestions any feedback is appreciated.
Thank you.

I have some logs now and what I am seeing on a working call (in my lab) is what I would expect. It tries each person in order top down. If that person does not answer then a SIP 487 message is returned and it moves on to the next person and sends
another INVITE, etc. until it gets to the end and does whatever is configured.
Note: the timeout for trying each group member is 20 seconds.
What I am seeing from the logs where this issue is occurring is it is trying the first user at the bottom of the list (another in the list before them was available). It is sending multiple INVITE messages to that person (who I instructed to not answer)
taking up the whole queue timeout (60 seconds) before trying the next person. It tries that person for another 20 seconds (which is beyond the queue timeout at this point). When that group member does not answer and it goes to voicemail
as configured.
Even more strangely in a second test it tried that same person at the bottom of the list, tried them twice, moved on to another available user, then back to the first user it tried (the queue timeout should have kicked in by now), then finally went to voicemail.
Thanks.

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.
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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
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Lync Response Group Manager - cannot change opening hours

Hi all
I've run into an odd problem with Lync Response Groups with Lync 2013 Server. Just wondering if anyone has seen this before or knows of a solution. I've searched around but can't find any reference to this particular problem.
Response supervisors who are defined in the workflow and are a member of the AD group CSResponseGroupManager cannot change working hours for their response group from a custom schedule to a preset in the web interface.
If the workflow is already set to preset they can switch between existing presets, and they can switch from preset to custom. But once it has been set to custom they cannot change it back to preset.
They can select to do so but when they click Save they receive an error on the page saying "The term 'Remove-CsRgsHoursOfBusiness' is not recognized as the name of a cmdlet, function, script file, or operable program. Check the spelling of the name,
or if a path was included, verify that the path is correct and try again."
I don't believe this is by design, why would you want a workflow manager to be able to switch between presets or to custom but not back again?
If they are a member of CSResponseGroupAdministrator this works, however this is not really a solution as members of this group can edit all workflows and we don't want the managers of a workflow for one department able to access the workflows of another.
Any information greatly appreciated.

Hi
I had to abondon working on this for a while as we only had 1 Response Group in place, it wasn't too much hassle for me to do these changes myself.
However we now have about 6 Response Groups. All are managed and have a user listed as manager in the workflow, that user is also in the CSResponseGroupManager AD user group.
As previously described they can change the opening hours from between existing presets, and from preset to custom, but attempting to change back to preset from custom causes the error given previously.
This does not occur if the user is a member of CSResponseGroupAdministrator, however putting our Response Group managers in this group is not appropriate as it gives them access to all Response Groups not just their own.
Is it possible the error is due to the fact that the CSResponseGroupManager group is not giving them permission to the Remove-CSRGSHoursofBusiness cmdlet, I think PowerShell tells you a cmdlet doesn't exist if you don't have permissions to use it?

Instant Message a Response group.

Hello everyone,
I'm sure I'm missing something totally obvious here, but I can't seem to figure out what it is. I have a fully functional Lync Standerd Addition Server with and Edge and am currently in the process of Integrating it with our PBX and Exchange Unified
Messaging. I have been testing Response groups and the call functionality is working wonderfully. However, I seem to have ran into a problem where I am unable to instant message a Response group. It doesn't seem to matter what I name the
group or which type of Hunt group I make (Regular or Interactive) and I see no corresponding options to enable or disable this functionality.
I know it is possible because Microsoft is using it directly on the Lync Server site with their "Ask a Specialist" chat Lyncs. I would greatly appreciate it if someone could point me in the right direction. Currently whenever I attempt to Instant
Message one of these groups it just saying
"XXXX cannot receive instant messages at this time. Please try again later"
Thanks a bunch!

Hi,
Response Groups cannot do IM. They are only build for voice and thus do not accept IM.
If you check the Lync website and open a chat session, you'll see that it is provided by a third party solution from
Clarity Connect.
Another solution is building such an application yourself using the Lync Server SDK.
Best regards
Technical Specialist Microsoft OCS & UC Voice Specialisation -
http://www.uwictpartner.be
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Response Group problems

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