Lync Server 2013 RGS Agent Console continues to use the Lync Server 2010 back-end

Applies to: Lync Server 2013

Symptoms


After the Response Group Service (RGS) configuration of Lync Server 2010 has been migrated to Lync Server 2013, the Lync Server 2013 RGS Agent Console may continue to use the Lync Server 2010 back-end when an agent signs in to a formal agent group.

Workaround


In the scenario that's described in the "Symptoms" section, a Lync Server 2013 RGS Agent Console page incorrectly targets the Lync Server 2010 back-end after the Response Group configuration is migrated from Lync Server 2010 to Lync Server 2013. 

When an agent signs in to a formal agent group through the Lync Server 2013 RGS Agent Console page in this situation, the sign-in is committed against the Lync Server 2010 back-end. However, the sign-in doesn't work because the Lync Server 2013 Response Group Service (which handles the routing of the call following the migration of response groups to Lync Server 2013) reads the agent sign-in status from the Lync Server 2013 back-end, where the change was not committed.

To work around this problem, follow these steps:
  1. Use the Lync Server 2010 Resource Kit tools to create a backup copy of the Response Group Service configuration of Lync Server 2010.

    The Response Group Export-Import tool lets you back up and restore the Response Group Service configuration in Lync Server 2010 deployments. This tool is included in the Lync Server 2010 Resource Kit. Using the Response Group Export-Import tool through a Lync Server 2010 Management Shell creates a backup copy of the Response Group Service configuration of Lync Server 2010.  

    Because a copy of the Response Group Service configuration is left in the Lync Server 2010 back-end after it has been migrated to Lync Server 2013, the backup copy can be created after migration as long as the Lync Server 2010 data hasn’t been deleted. 

    Note Make sure that you use the Response Group Export-Import tool to create the backup. Using the Response Group Service configuration backup-restore procedure from Lync Server 2013 against a Lync Server 2010 deployment is not supported. 

    Optional You can restore the Response Group Service configuration of Lync Server 2010 at any time, if necessary. If the workaround is completed successfully, this step will not be required.

    If, at any point during this procedure, you want to fully restore the Response Group configuration of Lync Server 2010, use the Response Group Export-Import tool to reimport the Lync Server 2010 configuration. If you do this, the response groups will be moved back to Lync Server 2010 from Lync Server 2013. Then, the Response Group Service of Lync Server 2010 will start to handle call routing. Therefore, any changes that are made to the response groups in Lync Server 2013 will be ineffective because the Lync Server 2010 configuration will be used during call routing. 
  2. Create a backup copy of the Response Group Service configuration of Lync Server 2013.

    Use a Lync Server 2013 Management Shell to create a backup copy of the Response Group Service configuration of Lync Server 2013 through the Lync Server 2013 Export-CsRgsConfiguration cmdlet.

    In Lync Server 2013, the Export-CsRgsConfiguration and Import-CsRgsConfiguration cmdlets were released directly in the product instead of through the Resource Kit Tools as in Lync Server 2010.

    Optional If it becomes necessary at any point, restore the Response Group Service configuration of Lync Server 2013. If the workaround is completed successfully, this step will not be required.

    If, at any point during this procedure, you want to fully restore the Response Group configuration of Lync Server 2013, use the Import-CsRgsConfiguration cmdlet through a Lync Server 2013 Management Shell to reimport the Lync Server 2013 configuration. By doing this, the Response Group Service of Lync Server 2013 will start (or continue) to handle call routing.
  3. Use the Lync Server 2013 Management Shell to remove the copy of the Response Group Service configuration from Lync Server 2010.

    Important Do not use the Lync Server 2010 Management Shell to remove the contact objects of the response groups in Lync Server 2013. This causes the Lync Server 2013 response groups to malfunction.

    Use the Lync Server 2013 Management Shell console to run the following commands. Replace the <FQDN of the Lync Server 2010 Pool/Server> placeholder with the FQDN of the Lync Server 2010 pool or server that the Response Group configuration was migrated from.
    $LS2010AppServerIdentity = "applicationserver:<FQDN of the Lync Server 2010 Pool/Server>"

    Get-CsRgsWorkflow -Identity $LS2010AppServerIdentity -Verbose | Remove-CsRgsWorkflow -Force –Verbose

    Get-CsRgsQueue -Identity $LS2010AppServerIdentity -Verbose | Remove-CsRgsQueue -Force -Verbose

    Get-CsRgsAgentGroup -Identity $LS2010AppServerIdentity -Verbose | Remove-CsRgsAgentGroup -Force -Verbose

    Get-CsRgsHoursOfBusiness -Identity $LS2010AppServerIdentity -Verbose | Remove-CsRgsHoursOfBusiness -Force -Verbose

    Get-CsRgsHolidaySet -Identity $LS2010AppServerIdentity -Verbose | Remove-CsRgsHolidaySet -Force –Verbose
    After the configuration has been removed, allow 10 minutes for the configuration to propagate before you verify the workaround.
  4. To verify this workaround, sign in as a response group agent for a formal Lync Server 2013 agent group that was affected by the original issue. Load or refresh the agent sign-in/sign-out console, and then sign in to the agent group. Make a call to a Lync Server 2013 response group that's linked to the agent group, and verify that the call is being routed correctly.