Incoming call routes to all agents in a Lync 2010 Response Group regardless of their presence status

By |2017-12-07T12:12:50+00:00October 6th, 2011|Cloud, Skype|0 Comments

You may find that an incoming call isn’t routed through to a member of an Response Group if their presence status is Away or Busy when the Routing Method for the response group is Parallel:

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If all agents in the response group are away or busy, an incoming call may not be routed through to anyone unless a Call Action has been configured on the Queue.

Solution

Set the Routing Method to Attendant. This will call all members of the response group signed into Lync regardless of their current presence status.

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