Applying Voice Policies to Voice Queues in MiContact Center for Lync

ISSUE

When utilizing MiContact Center for Lync voice queues with unavailable answer points, dial out of queue, or interflow destinations that contain telephone URI's these calls fail to reach their intended destination and instead remain in queue, or in some cases are disconnected.

SYMPTOMS

When an unavailable answer point, the call may disconnect or fail to reach the intended destination when the queue is unavailable (DND, or if configured no agents present/logged in to the queue).

When an interflow destination is configured, the call fails to be sent to the interflow destination once the timer expires, but instead remains in queue, or is disconnected.

When utilizing Dial out of Queue, when the DTMF digit is pressed to reach a specific endpoint, the call remains in queue, or is disconnected.

The Enterprise Router log may display a 403 Forbidden, 404 Not Found, 500 Internal Server Error, or 503 Service Unavailable SIP response code when the transfer is attempted.

CAUSE

In Lync deployments with large, or otherwise complex, Enterprise Voice implementations the default Voice Policy does not contain the appropriate rights, routes, and PSTN usages required for calls to be transferred to internal or external telephone URI's. When no Site Voice Policy has been deployed the default Enterprise Voice Policy is Global. When a Site Voice Policy has been deployed, the default policy for the MiContact Center voice queues will correspond to the Site Voice Policy that has been applied to the site which contains the Front End server(s) in which the queues have been provisioned.

This default Voice Policy does not contain the required settings, routes, and PSTN usages required to reach the configured telephone URI as configured for queue unavailable destination, dial out of queue, or interflow destination, which causes the call to fail to reach the intended endpoint.

RESOLUTION

There are three possible resolutions to this issue, the approach utilized will depend on the general Enterprise Voice Policy strategy as utilized in the Lync deployment, and at the discretion of the Lync Enterprise Voice administrator:

1. Modify the existing default Voice Policy (Global or Site) with the appropriate settings, routes, and PSTN usages required to achieve dialling of the configured destinations
2. Apply an existing User Voice Policy with the appropriate settings, routes, and PSTN usages required to achieve dialling of the configured destinations to the MiContact Center voice queues
3. Create a new User Voice Policy with the appropriate settings, routes, and PSTN usages required to achieve dialling of the configured destinations and apply it to the MiContact Center voice queues

1. Launch the Lync Server Administration Shell
2. Perform the following PowerShell command, replacing "Your Voice Policy" with the appropriate User Voice Policy you wish to apply

Get-CsTrustedApplicationEndpoint | Where {$_.OwnerURN -like "*prairiefyre.ucmaconnector"} | Grant-CsVoicePolicy -PolicyName "Your Voice Policy" -verbose

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1. Launch the Lync Control Panel
2. Click the Voice Routing tab in the left hand panel
3. Click the Voice Policy tab in the top panel
4. Click New
5. Select User Policy
6. Provide an appropriate descriptive name and description for the voice policy
7. Ensure the following call features are selected (all other calling features are optional)
1. Enable call forwarding
2. Enable call transfer
3. Enable PSTN reroute
8. Select the appropriate PSTN usages to allow for internal and external calling
9. Click OK
10. In the Voice Policy configuration, click Commit and select Commit All
11. Click OK in the confirm commit dialog box
12. Click close in the commit success dialog box

1. Launch the Lync Server Administration Shell
2. Perform the following PowerShell command, replacing "Mitel MiContact Center" with the name of the User Voice Policy you configured

Get-CsTrustedApplicationEndpoint | Where {$_.OwnerURN -like "*prairiefyre.ucmaconnector"} | Grant-CsVoicePolicy -PolicyName "Mitel MiContact Center" -verbose

To verify that the voice policy has been applied, run the following PowerShell command, you will see the voice policy applied in the voice policy column

Get-CsTrustedApplicationEndpoint | Select-Object -Property Identity, SipAddress, LineURI, VoicePolicy