Forum Discussion
Response Groups and Not Ringing a Person in the Group
I am also facing the same issue with two response groups. Can any one help me to solve this issue.
Not all of the agents are receiving calls on RG. It works only on Attendant routing method.
John Haverty wrote:We have have response groups set up for almost two years. Recently, I have started having reports that some people in the group do not get calls to the response group. I confirmed that the response group is set up as parallel routing method. I cannot get the call to go to their phone. I signed on a test phone in my office and the call never rings their phone. However, the other three people in that office their phones ring.
I have tried removing and adding them back to the group. I have tried changing from informal to formal participation policy and it does not work. Currently, I have a group of four people in the group but one person calls to the response group does not work.
Has anyone else had this issue or have any suggestions on what to check? We are hybrid set up. This is the second or third response group where I have had this issue. One other group, I ended up changing them to formal, had the people log into the response group, and they have been working fine ever since (about two months). This group is not working and I am not sure why.
Any assistance would be appreciated.
John
Muhammed_KuttyMight check what Maluks shared in this thread. Looks like good information which I am going to try. It is odd how this seems to have started in the past month or two and not for all response groups and not for all agents within those response groups.
John
Usually when I see this it's that RGS Match making data is stuffed.. The simplest fix is to stop the RGS service on all the Skype4B frontends in the pool. (Doing it do it one at a time will just move the matchmaking service from one frontend to another, so stop them all at the same time. this forces a reload of the data from the CMS)
Otherwise make sure that the user is in the appropriate state for the call.
https://www.ucmadscientist.com/inforgraphic-user-status-and-response-group-routing-methods/James ArberThank you! I have had to reset the service almost daily. Something else must be happening. Still only affecting one person in a group. It works for maybe 30 - 60 minutes after resetting the Skype Ring Response Group service and then stops ringing their phone.
MaluksI tried the script that you referred me to but I was unable to get it to work. This was the get-csconnections.ps1 script which I loaded, updated for our system, and ran, but it never finds anything even on known working accounts such as my own. Do you have any other information on using the script? I looked around on the site where I got it, but still unable to get it to work.
Thank you both for assisting. Open to any other suggestions.
John
John Haverty
I know this thread is old but I'd like to make sure that John got it sorted.If this is still happening after reloading and regularly it suggests that there might be an issue in the SQL backend.
Do you get any event logs on the FrontEnds for SQL communication issues?Does Test-CsDatabase -ConfiguredDatabases -SqlServerFQDN (SQL server) and Test-CsDatabase -LocalDatabases (on each front end) Show any errors or missing updates?
