Response Group Test

When a caller calls a response group, the call is routed to an agent based on a hunt group or the caller's answers to interactive voice response (IVR) questions. The Response Group application uses standard response group routing methods to route the call to the next available agent. Call routing methods include serial, longest-idle, parallel, round robin, and Attendant routing (that is, all agents are called at the same time for every incoming call, regardless of their current presence). If no agents are available, the call is held in a queue until an agent is available. While in the queue, the caller hears music until an available agent accepts the call. If the queue is full, or if the call times out while in the queue, the caller might hear a message and then is either disconnected or transferred to a different destination. When an agent accepts the call, the caller might or might not be able to see the agent's identity, depending on how the administrator configures the response group. Agents can either be formal, which means that they must sign in to the group before they can accept calls routed to the group, or informal, which means that they do not sign into and out of the group to accept calls. The Response Group application uses an internal service, called Match Making, to queue calls and find available agents. Each computer that runs the Response Group application runs the Match Making service, but only one Match Making service per Skype for Business Server pool is active at a time--the others are passive. In order to figure out the number of calls that were handled by the response group server pool, the number of calls received and the duration of the calls, use the Respose Group test. This way, administrators may be proactively alerted to overload condition of the server pool and help them rectify the issue before end users are affected.

Target of the test : A Microsoft Skype for Business server

Agent deploying the test : An internal/remote agent

Outputs of the test : One set of results for the target Microsoft Skype for Business server that is to be monitored.

Configurable parameters for the test
Parameters Description

Test Period

How often should the test be executed.

Host

The host for which the test is to be configured.

Port

The port at which the specified host listens. The default port is 5060.

Measurements made by the test
Measurement Description Measurement Unit Interpretation

Current calls

Indicates the number of calls that are currently handled by the Response Group server pool.

Number

A high value for this measure indicates overload condition of the pool which may lead to performance degradation of the Skype for Business server. To avoid this, administrators may need to consider adding an additional Response Group pool.

Invoked SQL statements

Indicates the number of SQL statements that were invoked by the Response Group server pool during the last measurement period.

Number

 

Received calls

Indicates the number of calls received by the server pool during the last measurement period.

Number

 

Call duration

Indicates the total duration of the calls in the server pool.

Secs

 

Active calls on the RGS

Indicates the number of calls that are currently active on the Response Group server pool.

Number