Sad to say but we tried EVERY routing method out there. All routing methods presented the same behavior. We tried a host of different scenarios and all failed. It appears there is an issue with the call handling and the match-making service that is causing
this. This is NOT, I repeat, NOT a performance issue as described earlier in Santosh_More's reply.
Just in case your are interested.... Here is the MS Case Number: SR 112022755545407
And here is what the letter from Microsoft stated:
Dear Bob Ausmus,
I am writing you concerning your support case 112022755545407 (RGS agents receive a toast for second waiting call in RGS once they accept the first waiting call from RGS) with Microsoft Customer Service and Support.
<You> reported that there is an issue using Response Group Service with Lync 2010. Under certain circumstances, an RGS agent would receive a second toast on the screen once the first call is accepted from the queue.
As a result the positive user experience for the agents hosted on the Lync 2010 Response Group Service is hampered.
Lync 2010 Product Feature Team investigated the issue, collaborated with internal groups and understood the root cause of the issue. They have confirmed that unfortunately, developing an architecturally sound solution would require rigorous testing and the
current functionality cannot be easily changed without risking destabilizing the product if delivered in the form of an interim patch.
They have advised several workarounds for this issue.
1. Declining the second toast once it is alerted on the agent desktop <This is not a solution>
2. Reducing the alert time for the agent <This did not work either>
Given the very high risk of a potential fix and that there are two workarounds available, we are unable to accept the request for the current major release of Lync Server 2010. It will be considered for the next major release of Lync.
We hope you understand the challenges explained, and respect the decision that was reached. I personally thank you for continuing to use Microsoft products and services, your valuable feedback, and your understanding as we partner to look for the best possible
There You have it. Broken and they aren't going to fix it. Yeah..... #FAIL