Calls Into Queues Take 15 to 30 Seconds Before Answered by the Queue

PROBLEM

When calling or transferring voice calls in MiContact Center for Lync, calls may ring for 15 to 30 seconds before the voice queue actually answers the call. This causes long delays between when callers are transferred and when they hear in queue messaging and music on hold, and instead hear long periods of ringing prior to messaging and hold music.

SYMPTOMS

Calls initiated to, or calls that are transferred to a MiContact Center for Lync voice queue hear long periods of ringing before messaging and music on hold. A Lync Edge server has recently been provisioned in the Lync topology, however the Lync Edge server is not configured, or non-functioning.

CAUSE

RESOLUTION

This issue can be resolved by completing the Edge server configuration, or until the Edge server configuration has been completed you must disassociate the Edge pool from the Front End server or pool. To remove the Edge server association:

1. Launch the Lync Server Topology Builder
2. Locate the Front End server or pool, right click and select Edit Properties
3. Under Associations, uncheck the box for Associate Edge Pool (for media components)
4. Press OK
5. Publish the topology

APPLIES TO

5.10 (all versions), 7.1