Article ID: 2861308 - View products that this article applies to.
Consider the following scenario:
Note The expected action is that the new incoming call either waits in the queue or is transferred to an available agent.
This issue occurs because of a race condition in the RGS. The race condition prevents a successfully-handled call by the RGS from being deleted from the database. When multiple calls are not deleted, the queue overflow threshold is exceeded. Therefore, the queue overflow call action is triggered.
To resolve this issue, install the following cumulative update:
(https://support.microsoft.com/kb/2847888/ )Description of the cumulative update for Lync Server 2010, Unified Communications Managed API 3.0 Runtime: July 2013
For more information about how to create a response group queue, go to the following Microsoft website:
How to create a response group queueFor more information about how to manage response group workflows, go to the following Microsoft website:
How to manage response group workflows
Article ID: 2861308 - Last Review: July 12, 2013 - Revision: 1.0