Symptoms
Consider the following scenario:
-
You deploy a Monitoring server in a Microsoft Lync Server 2010 environment.
-
You deploy the Response Groups feature, and then configure the Response Group agent groups, queues, and workflows in this environment.
-
You assign agent A and agent B to a Response Group.
-
Agent A and agent B sign in to Microsoft Lync 2010 or to Microsoft Lync 2010 Attendant.
-
A call is made to the Response Group, and both agent A and agent B receive incoming call alerts. Agent A answers the call.
-
You click Response Group Usage Report link and then click the Answered calls link on the Monitoring server reports webpage.
In this scenario, the Response Group Call List report displays agent B (instead of agent A) as the agent who answered the call.
Cause
This issue occurs because the Monitoring server does not correctly process the IsAgentPickedUp value that is obtained from the Monitoring server database. Therefore, The Monitoring server returns the first agent in the database.
Note The IsAgentPickedUp value identifies which agent answers the call. The value for the agent who answers the call is set to 1. For example, in the scenario that is mentioned in the "Symptoms" section, the value for agent A is set to 1 and the value for agent B is set to 0.
Resolution
To resolve this issue, install the following cumulative update:
2701663 Description of the cumulative update for Lync Server 2010, Core Components: June 2012 To enable this update, redeploy the monitoring reports feature after you install the update.
More Information
For more information about how to configure the Response Group feature, go to the following Microsoft website:
