Today I had a problem with a user which wanted to make PSTN calls on behalf of an response group.
However the call fails with “We couldn’t reach…”.
The corsponding error in snopper says that the “User does not exist”
After some troubleshooting if found that if my response group and the agents sip domain is not the same – then this error will happen.
The response group is created with a sip domain of @contoso.com but the agents sip domain was @users.contoso.com.
If I change the users sip domain so that it’s @contoso.com like the response group then it works.
However in my situation it not the perfect solution, so I will call MS Premier Support, so they can fix the bug.
August 2th update
I created a case with premiere support, almost right away, they escalated it to the product team, and the answer from them was that this is a limitation in Lync.
In my case, I will not pursue a change request for this limitation.
So when using response groups with agent anonymity (or call on behalf), external PSTN calls will fail when the sip domains is different from the agents and the response group.