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Response Group Service redirects incoming call to the queue overflow call action in a Lync Server 2010 environment

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Symptoms

Consider the following scenario:
  • You deploy the Response Group Service (RGS) in a Microsoft Lync Server 2010 environment.
  • You create a response group queue that has queue overflow enabled. Additionally, you configure the call action settings for when the queue overflow threshold is met.
  • Some users call into the RGS.
  • The RGS successfully transfers the incoming calls to some agents.
  • The queue overflow threshold is not met.
In this scenario, RGS redirects a new incoming call to the queue overflow call action unexpectedly.

Note The expected action is that the new incoming call either waits in the queue or is transferred to an available agent.

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Cause

This issue occurs because of a race condition in the RGS. The race condition prevents a successfully-handled call by the RGS from being deleted from the database. When multiple calls are not deleted, the queue overflow threshold is exceeded. Therefore, the queue overflow call action is triggered.

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Resolution

To resolve this issue, install the following cumulative update:
2847888 Description of the cumulative update for Lync Server 2010, Unified Communications Managed API 3.0 Runtime: July 2013

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More Information

For more information about how to create a response group queue, go to the following Microsoft website:
How to create a response group queue
For more information about how to manage response group workflows, go to the following Microsoft website:
How to manage response group workflows

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Keywords: kbqfe, kbfix, kbsurveynew, kbexpertisebeginner, kb

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Article Info
Article ID : 2861308
Revision : 1
Created on : 1/7/2017
Published on : 7/12/2013
Exists online : False
Views : 230