Lync Server 2013 RGS incorrectly redirects a call to the queue overflow call action

Symptoms

Consider the following scenario:

  • You deploy the Response Group Service (RGS) in a Microsoft Lync Server 2013 environment.

  • You configure an RGS queue, enable queue overflow, and configure the queue overflow call action.

  • Users call the RGS.

  • The RGS transfers the incoming calls to agents.

  • The queue overflow threshold is not met.

In this scenario, the RGS may incorrectly redirect a new incoming call to the queue overflow call action instead of putting the call into the queue or transferring the call to an available agent.

Cause

The issue occurs because of a race condition in RGS. When the race condition occurs, a call that is successfully handled by the RGS is not deleted from the database. When multiple calls are not deleted, the queue overflow threshold can be exceeded. Therefore, the queue overflow call action is triggered.

Resolution

To resolve this issue, install the cumulative update that is described in the following article in the Microsoft Knowledge Base:

2835438 Description of the cumulative update 5.0.8308.420 for Lync Server 2013, UCMA 3.0 Workflow APIs: July 2013

References

For information about how to create or modify a queue in Lync Server 2013, visit the following TechNet website:

Create or Modify a QueueFor information about how to manage Response Group workflows in Lync Server 2013, visit the following TechNet website:

Managing Response Group Workflows

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