question

VitaliyTaryanik-7576 avatar image
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VitaliyTaryanik-7576 asked SharonZhao-MSFT commented

Receiving Response Group Calls on agent busy

We have several agents in a Response group who are receiving calls while already in another call. The agents status is busy. The agent is on another non-Response Group call but the agent still receives the call from the Response Group.

The routing method is set to parallel.

Using Skype for Business Server 2019 (on prem). Screenshot attached.

Any insights to why this would be happening?

94209-image.png


office-skype-business-server-administration
image.png (202.7 KiB)
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1 Answer

SharonZhao-MSFT avatar image
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SharonZhao-MSFT answered SharonZhao-MSFT commented

@VitaliyTaryanik-7576,

For security purpose, I covered some private information in your image. Thanks for your understanding.

Do you mean only part of agents meet this problem?

Does this problem exist all the time? Or what changes do you do before this problem happened?

It recommends administrator re-configures Response Group and try again.

For affected agents, clear the client cache as below:

  1. Right click the Windows icon and open the Run bar

  2. Type in: %localappdata%\Microsoft\Office\1x.0\Lync\ folder

  3. Delete the sip profile folder.

  4. Go into the Tracing folder, delete all files.

If no luck, uninstall Skype for Business and reinstall.


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Hello SharonZhao,

There are several users who are experiencing this intermittent issue. Some of them are brand new Skype for Business users while others are not.

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@VitaliyTaryanik-7576,
Could you provide us any related error message or log file?

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@VitaliyTaryanik-7576,
Do you have any update of this topic?

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@VitaliyTaryanik-7576,

If you have any update, please feel free to drop us a note.

Have a nice day!

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