You have several dialplans and voicepolicies in your Lync organization and the default “Global” has no PSTN usage or route. Next you create a workflow,Queue and group, on the Queue you specify a overflow or timeout action. You define an external phone number that should be used when overflowing or timeout action is reached.
When you test this – the call is abandoned when the timeout limit is reached. The reasen for this is probably that the responsegroup does not have a dialplan or/and voice policy. This is how to solve this:
First get the information for the workflow that handles the call:
Get-CsApplicationEndpoint -Identity responseg* | fl *
Next assign voice policy and dialplan:
Grant-CsVoicePolicy -Identity “sip:firstname.lastname@example.org” -PolicyName “Company Voice Policy”
Grant-CsDialPlan -Identity “sip:email@example.com” -PolicyName “Company”