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Skype for Business 2016 doesn't display the "accepted by" information for a Call Queue call that's picked up by one of the call agents

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Symptoms

Consider the following scenario in Microsoft Skype for Business 2016:
  • A call queue sends a call to two call agents.
  • The two call agents pick up almost at the same time by using Skype for Business 2016.
  • The two calls are connected to the call queue service.
  • The call queue service will disconnect one of them by sending a BYE message. The message should provide information to the agent not getting the call about the agent who has accepted this call.
In this situation, you may find the Skype for Business 2016 client doesn't display information about the agent who has accepted the call to the agent not getting the call.

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Resolution

To fix this issue, install the April 2, 2019, update (KB4462234) for Skype for Business 2016.

Note Before you apply this update, make sure that you create a Group Policy Object (GPO) to add a new DWORD registry key EnableCallQueueNotifyMsAcceptedByOnByeMessage and set the value to 1 in the path:
HKEY_CURRENT_USER\SOFTWARE\Policies\Microsoft\Office\16.0\Lync

Alternatively, you can enable this by creating a custom policy entry and add it to the client policy:
$x = New-CsClientPolicyEntry -Name "EnableCallQueueNotifyMsAcceptedByOnByeMessage" -Value "true"
Set-CsClientPolicy -Identity "<ClientPolicyName>" -PolicyEntry @{Add=$x}

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Keywords: kbHotfixAuto, CI99669, when the call queue call is picked up by one of the call agents, kb, kbfix, kbqfe, the "accepted by" information doesn't show for a call queue call, CI99672

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Article Info
Article ID : 4495280
Revision : 10
Created on : 4/2/2019
Published on : 4/2/2019
Exists online : False
Views : 180