RGS agents cannot receive calls until you restart the RGS in an Office Communications Server 2007 R2 environment

Article translations Article translations
Article ID: 2512216 - View products that this article applies to.
Expand all | Collapse all

SYMPTOMS

You deploy the Response Group Service (RGS) in a Microsoft Office Communications Server 2007 R2 environment. Occasionally, RGS agents cannot receive calls until you restart the RGS on all front-end servers. Additionally, the following event is logged on the server that is running the RGS:

Log Name: Office Communications Server
Source: OCS Response Group Service
Logged: <Date>
Event ID: 31017
Task Category: OCS Response Group Service
Level:  Error
Keywords: Classic
User: N/A
Computer: <Computer name>
Description:
Unable to subscribe to the agent presence.


Cause: Networking problems with the Front End server or a misconfigured Front End server.
Resolution:
Verify that you have connectivity with the Front End server.

CAUSE

This issue occurs because Unified Communications Managed API (UCMA) cannot update the presence subscription for all agents after one of the front-end servers is restarted. RGS agents cannot receive calls without the presence status.

RESOLUTION

To resolve this issue, install the following cumulative update:
2501720 Description of the cumulative update for Office Communications Server 2007 R2, Unified Communications Managed API 2.0 Core Redist 64-bit: March, 2011

STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

Properties

Article ID: 2512216 - Last Review: March 10, 2011 - Revision: 1.0
APPLIES TO
  • Microsoft Office Communications Server 2007 R2 Enterprise Edition
  • Microsoft Office Communications Server 2007 R2 Standard Edition
Keywords: 
kbqfe kbfix kbsurveynew kbexpertiseinter kbhotfixrollup KB2512216

Give Feedback

 

Contact us for more help

Contact us for more help
Connect with Answer Desk for expert help.
Get more support from smallbusiness.support.microsoft.com