Lync – Response Group Voice Policy

I recently deployed an SBA at a branch office and configured an RGS for the Reception. If the receptionist does not answer within a certain time period then the call is forwarded to an external party.

When calling the reception response group, after the queue timeout period the call would be forwarded to the external party (simple!).

I came across a problem where my the RGS is hosted on a Lync Front End server in the UK data centre (as SBA does not support RGS). The Front End server has a site Voice Policy configured to route all PSTN calls via the UK gateway. The problem was when the queue timed out, my RGS would forward the call out of a central gateway in the UK rather than the gateway built in to the SBA (in the Netherlands). To resolve this issue I had to assign a User Voice Policy to the Response Group that had the correct PSTN usage, route and trunk to the gateway.

Note: I already had site and user voice policies configured for my SBA and Gateway (I use http://lyncoptimizer.com/). This tool creates all site voice policies, user voice policies, normalization rules, routes etc. It’s really useful!

First step is to use the GetCSApplicationEndPoint command to get the Response Group:

 

Once you have confirmed that this is the right Response Group, assign a voice policy by piping Get-CSApplicationEndpoint in to Grant-CSVoicePolicy.

That’s it, now when the Response Group forwards a call out to PSTN it will route via the correct PSTN gateway.

To remove the voice policy you can run the following:

 

Author: Chris Hayward

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