After migrating from Lync 2010 to Lync 2013, a problem arose with some Response Group Agents not receiving calls. Searching the event log uncovered nothing, so my next thought was to try removing all agents from the Group, saving, and then re-adding the agents. This proved to be unfruitful, however I did notice in the event log that only the working agents were being reported as updated. When an agent is added or removed, you should see a similar event logged to the following:
So what could be the problem!? My next move was one that needs to be handled with care; I opened up SQL Management Studio, connected to the “RTC” database, and dug down to the Response Group settings – “rgsconfig” -> “Tables” -> “dbo.Agents”:
The first thing I noticed is the “EnterpriseVoiceEnabled” column was set to “False” for most agents. It is a requirement that agents are enabled for Enterprise Voice, so this was never going to work!
I then sanity checked that the agents were in fact enabled for “Enterprise Voice” from Lync’s perspective, they were.
As I mentioned above, please tread carefully. If you mess this up, you could have bigger problems.
- Right click the dbo.Agents table and select “Edit Top 200 Rows”:
- Edit the “EnterpriseVoiceEnable” column for each agent, replacing “False” with “True”
- Commit your changes using the “Update” command:
- Close edit window and run the Edit or Select command again to make sure the change has stuck
- Check the event log for 31101 LS Response Group Service. You should see a flood of these come in after the SQL table is updated
- Test the call flows
So how did this happen? I wish I knew!! If anyone could enlighten me it would be much appreciated.