I encountered an interesting fault this week: calls were being presented to Lync Response Group Agents, but they couldn’t answer them. Callers would be listening to hold, cursing the delays in the queue while the agents were desperately trying to answer the calls.
At the same time it also transpired that one of their two PSTN Gateways had died (although not fully). They had two ISDN streams, one into each Gateway, and one Gateway had failed with what I suspect to be the loss of one power supply rail. This was not enough to drop the ISDN circuit, so any calls that were presented on that service were rejected with an ISDN supervisory message. Unplugging the ISDN cable was sufficient to address that once we realised a reboot wouldn’t bring it back.
This is a Lync 2010 installation, with the PSTN Gateways talking by TCP back to the Mediation Server role in the single Enterprise Edition Front-End server.
Prior to me being engaged, the customer had already restarted the FE, as this fault seemed to have appeared after they’d installed some Windows Updates, which were duly removed. Interestingly, it would come good for *1* call, and then no other calls could be answered.
Response Group problems like this are usually resolved by restarting the RGS Service, but alas it wasn’t going to be that easy.
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