Forum Discussion
Response Groups and Not Ringing a Person in the Group
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?
James Arber, thank you! After a restart of the whole system, the issue has not returned. I am guessing you are right that it had something to do with database not refreshing properly. If I see it again, I will check the areas you mentioned.