RGS routes calls to Busy agents (alredy In a Call)...

Question

Hi guys,
our Call Centre agents are reporting they get 2nd incoming call transferred via the same workflow as the 1st call.
Their status is In a Call and obviously call should not be routed to them.
Screenshot
http://img855.imageshack.us/img855/8094/rgsbug.jpg
Apparently this happens when there are a whole bunch of incoming calls.
Do you know what is the coded logic for RGS quering agents status?
Does it query RTC db for agents status?
My guess is there's some OCS server component underperforming and RGS application queries something (db?) to find this particular agent status is Available (not updated yet to In A Call).
OCS 2007 R2 Front-End is running on 3.5.6907.221 updates (RTCC/3.5.0.0 Response_Group_Service)
Mediation Server
RTCC/3.5.0.0 MediationServer/3.5.6907.196
thanks for any hint

Answer 1

plug n pray,
"Match Making" component of RGS queries database for Agent's presence State.
It is possible that it may not be getting the updated State because of performance issues.
You can use  RGS performace Counters to monitor the activity.
"LC:RGS - 01 -Response Group Service Match Making"\"Total Number of presence notifications received"
"LC:RGS - 01 -Response Group Service Match Making"\"Total Number of presence subscriptions terminated"
Also please review the capacity of your server
http://technet.microsoft.com/en-us/library/dd425159(office.13).aspx 
Table 6. Response Group Service User Model
Component
Per Enterprise deployment
Per Standard Edition server
Active agents (formal and informal)
1,200
1,200
Number of standard Response Groups
450
150
Number of queues used
One unique queue for each hunt group, two for the One-Level Interactive response group
One unique queue for each hunt group, two for the One-Level Interactive response group
Distribution of routing methods on groups
Parallel routing: 40%
Longest idle: 40%
Serial: 10%
Round robin: 10%
Parallel routing: 40%
Longest idle: 40%
Serial: 10%
Round robin: 10%
Percentage of workflows that use speech recognition in their interactive voice response (IVR) versus workflows that use only dual tone multi-frequency (DTMF) in their IVR
Speech recognition/Text-to-speech (SR/TTS) + DTMF: 50% DTMF: 50%
SR/TTS + DTMF:50% DTMF: 50%
Number of hunt groups (mix of 50% simple and 50% complex hunt groups)
600
300
Average number of agents per group
10 agents
10 agents
Average number of groups an agent is a member of
Two groups
Two groups
Number of groups per queue (average)
90%: One group 10%: Two groups
90%: One group 10%: Two groups
Number of simultaneous response group calls
480
60
Average call duration (IVR portion + music on hold)
30 seconds
30 seconds
Average call duration with the agent
3 minutes
3 minutes
Number of sign-in/sign-out cycles for formal agents in a day (based on an 8-hour day)
4
4
Table 7. Maximum Supported Users for Each Topology
Topology
Servers required
Maximum users supported
Standard Edition server
One Standard Edition server
5,000
Enterprise pool, consolidated configuration
Eight Enterprise Edition Front-End Servers running all server roles
One Back-end SQL Server
100,000
Note:
If deploying only IM and presence, Office Communications Server 2007 R2 supports 200,000 client end points, where each end point is a client program, such as Communicator, based on eight Front End Servers and a 16-core computer running the Microsoft
SQL Server database software. The back-end database must run on a 4-way processor, quad core, or 8-way, dual core, 2.0 GHz+ computer.
-Santosh