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Known Issues and Recommendations

Workspace Plugin for Skype for Business

The Known Issues and Recommendations section is a cumulative list for all 8.5.x releases of Workspace Plugin for Skype for Business. This section provides the latest information on known issues and recommendations associated with this product. It includes information on when individual items were found and, if applicable, corrected. The Resolved Issues section for each release describes the corrections and may list additional issues that were corrected without first being documented as Known Issues.

There are scenarios where an agent has a call on hold and when the agent presses the resume button the call is not resumed. This is caused by a desynchronization between the Skype for Business client and the Skype for Business server. The principal known scenarios that lead to this desynchronization are described below. Note that other scenarios may also exist.

Scenario 1: An agent handling a call controlled by Genesys receives a second, direct (non-Genesys) call to the Skype for Business client. If the agent answers the second call using the Skype for Business toast without first placing the Genesys call on hold, the agent is unable to resume the Genesys call when the second call is released. To avoid the problem, the agent must either place the Genesys-controlled call on hold before answering the second direct call, or set the T-Server option handle-direct-calls to true, so the second call becomes a Genesys-controlled call as well.

Scenario 2: An agent mutes a call and then puts the call on hold. Even if the agent now resumes and unmutes the call, it is not correctly resumed. To avoid this problem, do not mix mute and hold

To recover from a situation where the call cannot be correctly resumed, it is necessary to unmute and mute the call repeatedly while attempting to resume the call at every step.

ID: WPLYNC-1591, WPLYNC-1557 Found In: Fixed In: 

With the option lync.allow-consult-from-held set to true, when the agent makes a secondary consultation call from a held consultation call after the original primary call is released, the agent receives the inappropriate warning "Consultation barred until Primary call is connected". The agent should retrieve the held consultation call using the Resume button for the secondary consultation call to succeed.

ID: WPLYNC-1588 Found In: Fixed In: 

WDE release cannot be used with any Skype for Business Workspace Plugin version.

ID: WPLYNC-1585 Found In:  Fixed In: 

If the Plugin is started in a mode consistent with the T-Server handle-direct-calls setting, it fails to send a request to T-Server even if lync.notify-startup-mode is set to true. Consequently, T-Server fails to lock the setting, and dynamic configuration option changes can result in T-Server behavior inconsistent with the plug-in mode.

ID: WPLYNC-1515 Found In: Fixed In:

The configuration option [interaction-workspace]/lync.voice-escalation-auto-answer has the wrong default value (false) in the application template, though the value is correct (true) in metadata.

ID: WPLYNC-1459 Found In: Fixed In:

The configuration option [interaction-workspace]/lync.sfb-window-state is missing from the application template.

ID: WPLYNC-1458 Found In: Fixed In:

If an agent rejects a routed IM call, and the call is routed to another agent, the conversation window is not hidden.

ID: WPLYNC-1454 Found In: Fixed In: 

  1. Customer 1 makes a voice call to a WDE agent and the agent accepts the call.
  2. Customer 2 makes a voice call to the same WDE agent and the agent accepts the call.
  3. The first call is automatically put on hold. The WDE agent then escalates the Customer 1 call to add IM.
  4. Customer 1 should see the escalated IM call but does not.
ID: WPLYNC-1442 Found In: Fixed In: 

When two agents are on an escalated voice-and-IM call and another participant is added by single-step conference, releasing the voice call results in an IM window that is not hidden.

ID: WPLYNC-1417 Found In: Fixed In: 

When two agents are on an escalated voice-and-IM call and another participant is added by single-step conference, releasing the voice call results in an IM window that is not hidden.

ID: WPLYNC-1410 Found In: Fixed In: 


The Agent's video button is currently enabled in error before the remote party (customer) has added video. The Agent should be able to add video only after the remote party (customer) has added video.

ID: WPLYNC-1403 Found In: Fixed In: 

If a voice call is escalated to IM, the WDE Interaction Window should show both IM and voice to be part of the same call. However, on occasions it shows them as two separate calls.

ID: WPLYNC-1401 Found In: Fixed In: 

Microsoft Issue: When an Agent receives a video call, the Lync SDK can indicate the state of the video stream. If the remote client stops all video, then the Lync SDK should provide indication that no video is received from the video stream, but fails to do so.

ID: WPLYNC-1398 Found In: Fixed In: 

If a voice call is escalated to IM and the receiving side accepts the Skype for Business toast for the IM, the resulting conversation window cannot be hidden.

ID: WPLYNC-1382 Found In: Fixed In: 

Conversation windows of supervisor parties are not suppressed by the conversation window suppression feature.

ID: WPLYNC-1373 Found In: Fixed In: 

Genesys recommends using only the value registry in option lync.parallel-gui. Other values for this configuration option that controls whether WDE starts in parallel or suppression mode might produce unexpected results.

ID: WPLYNC-1359 Found In: Fixed In: 

When an agent is in a voice-and-IM conference with a second agent, only the voice part of the call is disconnected if the second agent selects Delete from Conference. The IM part of the call remains connected.

ID: WPLYNC-1072 Found In: Fixed In:

When an IM call is escalated to an audio call and the agent on this audio call makes a consultation call to another agent and then transfers the call, the Case Information and the Note in the interaction of the transferring agent do not indicate the transfer.

ID: WPLYNC-1034 Found In: Fixed In: 

If a multimedia IM and audio call from a customer to an agent is conferenced to another agent that has no IM capability, and the originating agent performs a Delete From Conference operation, this operation is applied only to the audio call and not to the IM call.

ID: WPLYNC-1033 Found In: Fixed In: 

If an agent receives a second audio call and answers it while the first audio call is in progress, the agent must press the Resume Call button twice to retrieve the first call from hold.

ID: WPLYNC-1026 Found In: Fixed In: 

After a two-step conference via ISCC from a Skype for Business agent to a SIP Server agent, the party information contains incorrect information about the call participants.

ID: WPLYNC-988 Found In: Fixed In:

If a conversation contains IM within a Skype call, and the Agent attempts to transfer or conference this call to SIP, the call will be transported between the Skype for Business T-Server and the SIP T-Server via ISCC. ISCC allows only voice communication to be interchanged, and therefore the IM part of the conversation will not be available on the SIP side.

ID: WPLYNC-965 Found In: Fixed In: 

Escalation of Voice to IM in Consult calls leads to the creation of an IM conference for all participants.

ID: WPLYNC-952 Found In: Fixed In: 

In a call supervision scenario, an observer does not have the proper connection icon on the Workspace Desktop if a monitored agent escalates an IM conference to voice.

ID: WPLYNC-922 Found In: Fixed In: 

If an agent makes a single-step conference to a routing point and the call is routed to a destination, the destination of routing cannot be deleted from the conference by the agent.

The same limitation applies to scenarios involving two-step conference to a routing point, if a conference is completed before a consultation call is routed to a destination.

ID: WPLYNC-921 Found In: Fixed In: 

In supervision scenarios with voice escalated to IM, an observer cannot release a call.

ID: WPLYNC-840 Found In: Fixed In: 

If a note is updated by an agent during an IM conference, it might not be visible to another agent.

ID: WPLYNC-718 Found In: Fixed In: 

If an agent accepts a video call and then accepts a voice call, the Skype for Business client places the video call on hold automatically. That video call cannot be retrieved.

ID: WPLYNC-627 Found In: Fixed In: 

In an IM transcript scenario, if names do not exist within a contact ID, the text display line is displayed incorrectly in the My History tab.

ID: WPLYNC-616 Found In: Fixed In:

During an IM-to-voice escalation, if an agent initiates and completes a voice conference IM, the Workspace Plugin does not add new conference members to the chat interaction.

ID: WPLYNC-580 Found In: Fixed In: 

When an agent uses Skype for Business to invite another agent into an IM conference, the Reject button in the WDE toast does not work.

ID: WPLYNC-541 Found In: Fixed In: 

If, after a conference completion, a user restarts the video call, an agent might not see video of that user.

ID: WPLYNC-527 Found In: Fixed In:

If an agent plugs in a video camera after a consultation with another agent is ended, it might start a voice/video/IM conference.

ID: WPLYNC-514 Found In: Fixed In: 

The physical CD for Multimedia Connector for Skype for Business does not include the following Plugin files:

  • Interaction_Workspace_Plugin_For_Microsoft_UC_850.apd
  • Interaction_Workspace_Plugin_For_Microsoft_UC_850.xml
ID: WPLYNC-507 Found In: CD Fixed In: CD

During a video conference with three agents, the first agent cannot see the video of the third agent. The problem does not occur when a call is initiated by the customer instead of the agent.

ID: WPLYNC-492 Found In: Fixed In: 

A video started by the third participant in a single-step conference is not shown to the first participant.

ID: WPLYNC-474 Found In: Fixed In: 

If a video camera is not available when the audio call is established, it is impossible to initiate a video escalation even if a participant plugs in the camera during the call.

ID: WPLYNC-468 Found In: Fixed In: 

When an IM call is escalated by the originator to a voice call, the call appears as a separate interaction bar on the receiving side.

ID: WPLYNC-443 Found In: Fixed In:

Workspace Plugin reports incorrect CallingParty information in the Ringing toast.

ID: WPLYNC-422 Found In: Fixed In: 

If an agent physically disconnects the camera during a video interaction, the video channel state changes to invalid.

ID: WPLYNC-413 Found In: Fixed In:

When an agent makes an IM call to another agent and then initiates an IM conference with a second agent, the call originator can only remove the second agent from the IM conference and not the first one.

ID: WPLYNC-378 Found In: Fixed In:

If a call is transferred after a conference, it appears as a consultation in the interaction window.

ID: WPLYNC-364 Found In: Fixed In:

The invitation toast for an IM or voice conference shows the information for the person who initiated the IM or voice call first, not the information of the person who is inviting now.

ID: WPLYNC-332 Found In: Fixed In: 

T-Server incorrectly generates attributes in EventRinging as a result of executed SingleStepTransfer. Specifically, T-Server does not provide AttributeThirdPartyDN/AttributeThirdPartyDNRole when a destination of request was a device of type Extension/Position.

ID: WPLYNC-290 Found In: Fixed In: 

In some conditions, the bell for an incoming IM call continues ringing after the call was answered. To work around this, set the [interaction- workspace] im.ringing-bell option to Sounds\Ring.mp3|10|0.

ID: WPLYNC-273 Found In: Fixed In:

When Call is selected from the Customer Party Action menu for an existing IM conference, a consultation voice call is created instead of an escalation call.

ID: WPLYNC-272 Found In: Fixed In:

After barge-in, the supervisor does not appear in a call participant roster. If an unmonitored agent in a monitored internal call ends the call, the supervisor appears in the monitored agent roster, but the case information is incorrect.

ID: WPLYNC-271 Found In: Fixed In: 

The Barge-in button disappears from the supervisor's desktop after a monitored consultation call is completed by a transfer. Note: By default, T-Server does not monitor consultation calls. To start monitoring, set the monitor-consult-calls option to all. No problems with the Barge-In button are observed if consultation calls are not monitored .

ID: WPLYNC-262 Found In: Fixed In: 

The third participant of a single-step conference does not receive the correct toast information.

ID: WPLYNC-258 Found In: Fixed In:

In very rare conditions, the desktop may stop responding when receiving an IM message. To work around this, restart the desktop.

ID: WPLYNC-247 Found In: Fixed In:

The Consultation header remains on the consultation call target desktop even if a call is completed by conversion to a conference call or is transferred.

ID: WPLYNC-232 Found In: Fixed In:

The statuses of Skype for Business voice users in the Workspace Desktop UI are:

  • Ready
  • Busy
  • DoNotDisturb
  • BeRightBack
  • Offwork

All other in-call statuses are shown as Busy. These include:

  • In a Conference
  • In a Meeting

and so on.

ID: WPLYNC-215 Found In: Fixed In: 

UCMA Connector users cannot be added to the Team Communicator in Workspace Desktop Edition.

ID: WPLYNC-175 Found In: Fixed In: 

The Workspace Desktop Edition Team Communicator does not display the correct state of the first user in the list.

ID: WPLYNC-115 Found In: Fixed In: 

You cannot reject a call that arrives at the desktop after it has been routed from a Route Point.

ID: WPLYNC-100 Found In: Fixed In:

Internationalization Issues

Information in this section is included for international customers. Release numbers in the Found In and Fixed In fields refer to the English (US) release of Workspace Plugin for Skype for Business unless otherwise noted in the issue description.

There are no internationalization issues for this product.

This page was last modified on February 15, 2019, at 11:24.


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