Forwarding a Response Group Externally in Lync

This day we had an issue with a response group that needed to be forwarded to an external (mobile) phone number.
There is an option in the Lync control panel to forward a response group to a phone number. This external number should be in the format ‘sip:internationalnumber@yourdomain.com’ so for a Belgian mobile it’s +32 for Belgium, then 4xx xxx xxx for the number.

This seems simple so far, but when you test it you may find a problem where your call doesn’t get diverted. If you’re using a Lync phone, you may see a message around not having permission to make the call, or you may just get disconnected.
This is because by default, a Response Group doesn’t make calls so there’s no Voice Policy assigned to it.

The following commands helped me to troubleshoot the issue.
Start by opening the lync management shell (powershell with lync snapin)

check if there is a voice policy applied to the response group

Get-CsApplicationEndpoint -Identity "Response group" | select Voicepolicy

Where “response group” is the name of the response group you would like to check.

In my case this gave me the following:

VoicePolicy
———–

No value for VoicePolicy, so there is no policy applied meaning it is not possible for the response group to place an external call.

Assign a voice policy to the response group

Get-CsApplicationEndpoint -Identity "Response Group" | Grant-CsVoicePolicy -PolicyName "Policy Name"

 

Where “response group” is the name of the response group you would like to check.
The PolicyName is the name of the Policy that needs to be applied to the response group.

After this command, the policy is applied to the response group and it is possible to forward the call to an external phone number.

Check it

 Get-CsApplicationEndpoint -Identity "Response Group" | select Voicepolicy



VoicePolicy
-----------
EmployeeUnlimited

The policy is applied!

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