I am trying to set up a very simple response group. For inbound calls to our main number, we want them to first go to a response group of primary phone answerers (agent mode). If nobody picks up prior to timeout (or the call is after hours), we want it to go to the auto attendant. Pretty simple.
The problem is that when you call the response group number, the system simply hangs up.
We have Lync 2013 and Exchange 2007 UM.
On Exchange we have one dial plan and one auto-attendant. On Lync we have a single response group, queue, and workflow linking them. The group is informal with a 20 second timeout, attendant routing method and the agent is a distribution list of 6 people. The queue also has a timeout of 20 seconds and is set to forward to voicemail afterward. There are a lot of seeming redundancies between the workflow, the group and the queue and Im not sure I understand why. The workflow is a simple hunt group where I have our main line telephone number associated with the primary answerers group and the single queue. The only other option Ive set is music on hold that sounds like ringback. Our gateway is an audiocodes M800.
I have the same main phone number associated with our UM dial plan. That was setup for us by a consultant.
I would like to better understand what kind of flow should be happening here. We have the audiocodes simply pushing everything through to Lync. I assume Lync first normalizes the number and then routes it. I assume it looks for matching response workflows before it tries to find auto attendants? Should I post an OCSlogger trace?