Symptoms
When this issue occurs, not all calls are counted by the Response Group Service. This issue occurs when the calls are picked up by an agent who is hosted on a survivable branch appliances (SBA) branch site. The SBA is associated with a Microsoft Lync Server 2013 front-end pool, and uses the same Monitoring database as the front-end pool.
Resolution
To resolve this issue, get the November 2014 Cumulative Update 5.0.8308.834 for Lync Server 2013 (Front End Server and Edge Server).
More Information
This issue occurs because the "From and To" header is incorrect in the LCSCDR database.
