Troubleshooting for response groups
If you’re having issues with response groups, the following guidelines might help you resolve them.
In this article
If you’re an agent
Why am I not receiving response group calls?
- Unless configured otherwise, response group calls agents only if their presence status is Available or Inactive. Check your presence status.
- Privacy mode may be enabled.
- If you are in a formal response group where you need to manually sign in to before you can take calls, you might not be signed in to the group. To ensure that you’re signed in, in the Lync main window, click the Show Menu arrow, point to Tools, and then click Response Group Settings.
Why can’t I sign in to a formal group through the Agent Groups page?
- There may be a connection issue with the server. Contact your support team.
Why don’t I get any call context with the call, or why is the call context incomplete?
- If you’re in a Hunt Group, you won’t get any call context. Call context is sent only for Interactive Groups, not for Hunt Groups.
- If call context is incomplete (missing questions, for example), ask the support team to enter a text version for the incomplete items.
- In supervised transfers for anonymous response group agents, call context is transferred only if the transfer is started from the Conversation window with the call context.
Why can’t I share my desktop or start a meeting when I’m connected to an anonymous response group?
- This capability is not supported for anonymous response groups. You can share desktops only as a member of a standard response group. Have your support team remove the anonymous flag from the workflow.
Why can’t I see some of my response groups in the “On Behalf Of” drop-down list?
- You can make calls on behalf of your anonymous response groups only. The list of response groups is updated only at sign-in and then every 8 hours thereafter. To refresh the list, try signing out and signing back in.
- There may be a connection issue with the server. Contact the support team.
Why did I receive a response group call that rang and then suddenly stopped?
- Another agent answered the call. You will receive a notification that indicates which agent answered the call.
If you’re calling a response group
Why is the response group marked as available, but nobody answers?
- Even if nobody from the group is available to take calls, a response group is always marked as available. Response groups typically have a voice-mail box that accepts the call.
Why can’t I find the response group by typing its name in Lync 2010?
- The response group hasn’t been replicated to the address book yet. Type its SIP address instead (sip:sales@contoso.com, for example).
Why didn’t the response group take it into account when I pressed a DTMF tone?
- Dual-tone multifrequency (DTMF) tones are detected only after the welcome message has been played.
What can I do if the response group doesn’t properly recognize my voice response?
- Speak clearly into the microphone. Be sure there is not too much noise around you.
- If the response group misinterpreted your response and moved to the next question, you can’t go back and must start from the beginning.
Why can’t I share my desktop or start a meeting when I’m connected to an anonymous response group?
- This capability is not supported for anonymous response groups. You can share desktops only as a member of a standard response group. Have your support team remove the anonymous flag from the workflow.