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Microsoft Lync Issues

We are having an issue with our lync system. We have integrated with Exchange 2010 UM but it will not transfer the call to the dialled extension or said user. Its just goes quiet and does nothing. There are no wrrors that i can find in the event viewers.

Another issue is we want extensions for all users which we can do but also some users need DDI numbers. How can we setup the user to have a DDI for external callers and an extension number for internal callers.

I have tried numerous things to fix both problems but im at abit of a dead end now.

Thanks
James
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strat-col
Asked:
strat-col
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1 Solution
 
BusbarCommented:
Hi James.
let us take them one by one. for the UM, any errors in the UM, are you sure that you have enabled the user for the correct extension.
for 2, what do you want to do exactly.
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strat-colAuthor Commented:
Thanks for the reply.
There are no errors in the UM. Auto Attendant answers the call but will not transfer it to the user.

The 2nd one i meen for example my lync account has a number like
+44xxxxxxx086 thats all well for someone phoning directly from outside but internally it needs an extension number e.g. 3xx0 .  I have tried the tel:+44xxxxxxx086;ext=3xx0 but when an internal lync user dials my extension to contact me the call is unsuccessful.
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BusbarCommented:
1- the auto attendant answer for the voice mail right, it won't transfer anything to the user it should prompt you for your voice mail, right?
2- I don't know why you want to do that, if he has DID, then his extension would be something like x086, the ext represents a phone extension located on the PBX, am I following you correctly.
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strat-colAuthor Commented:
Hi,

1 - The auto attendant is not for the voicemail its for callers to call in and then get prompted for an extension or they would be transfered straigt to the switchboard. Voicemail is on the subscriber access.

2- The lync server is the PBX we are moving accross from our analogue system. Everyone has an extension and some users also have a DDI. Users will stil lrequire the DDI as well as their extension number
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BusbarCommented:
1- got it, I think you don't have the correct dial plan on the UM configured.
2- got it also, this will not work with the ext trick, this will work by creating a dial plan that normalizes the old extensions to the correct normalization, and either you or uses fill in the work phone or other phone (this is done from uses in Lync and from you using active directory, keep in mind that no. should be e.164 format
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strat-colAuthor Commented:
Hi Busbar,

Thanks for your replies. Im quite new so are you able to tell me what i exactly need to do to the dial plands etc

Thanks
James
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BusbarCommented:
let us assume that numbers are 3xxx
create a dial plan that normalize the no. to be +3xxx
enter the extensions in the other phone for a user, sync AB and wait for the download, users will be able to call users on that extension.
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strat-colAuthor Commented:
So if i put a user in lync with a number like tel:+441789xxxxx6;ext=3xxx. Then in the dial plan to normalize the number to be +3xxx ?

Sorry if im being a bit slow

Thanks
James
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BusbarCommented:
no you will not place the ext= thing, you will add that no. in one of the telephony fields of the user in AD.
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strat-colAuthor Commented:
I have tried puting the extension in the other telephone in AD and put in a normilaization rule for begining with 3 to then add + but it stil ldoes not work

Thanks
James
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BusbarCommented:
did you run the address boob synchronization and those no. appeared in the user's properties in lync, if not give it a time.
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BusbarCommented:
it will be something like that
Capture.PNG
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strat-colAuthor Commented:
Ok i wil ltry again and give it a while to try.

Thanks for your help so far :-)
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BusbarCommented:
no worries, I know Lync can be little tricky.
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strat-colAuthor Commented:
Have forced an address book update but it is still not working. I cannot call the user with 3xxx but i can with the DDI number.

Thanks
James
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BusbarCommented:
wait for clients to download the address book, until it appears in the GUI as the screenshot above
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strat-colAuthor Commented:
Hi,

I have waited and it looksl ike the screenshot but it still does not work. I have brainstormed as i think i was being confusing stating the issues i have.

1. Auto Attendant
Our auto attendant has 2 numbers one external +441789xxxx and one internal 3xxx this works fine however when calling auto attendant from Lync and saying a name or dialing their number it says transfering but does nothing. When calling Auto Attendant from outside it all works fine and saying a name or dialing a number transfers successfully.

2. DDI's and Extensions.
We want Lync users to have a DDI for external callers to cal lthem directly e.g. +441789xxxxx and we want the users to have an extension for internal calls e.g 3xxx

So at the moment my account has tel:3xxx so a lync user internal can dial the extension on their lync phone and it calls me. But from external the only way to call is by using auto attendant. But we have DDIs which need to be used. So keeping my 3xxx i also need +441789xxxxx so i can just dial my ddi number from outside and get straight through.

Im uncertain about the dial plan. Can you tell me exactly what i need to do and put where?

Hope it all makes sense :-)

Thanks
James
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BusbarCommented:
for 1 I will try to think about it and then get back to you.
for 2- if it works now (the extension dialing) then all what you need is to make sure that Tel: +441789xxxx is configured for the user, this will allow users to be dialed with their DID from external. and make sure that you enter their phone no. (just like you did) this will allow them to be dialed by extension.
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strat-colAuthor Commented:
Thanks Busbar.

Where do i put the +4401789xxxx number? At the moment the user has tel:3xxx which is the extension and AD is set for the telephone number as 3xxx. What do I need to do?

Sorry to be a biit thick and slow

Thanks
James
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BusbarCommented:
no
the tel:+ will be the long  +441789 one, after that go to AD and in the user properties add the phone to one of the phone fields. have you got it.
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strat-colAuthor Commented:
Yeah i think so.

In Lync the user had tel:+441789xxxxxx and in AD under telephone its the same number then in the home telephone field ive put 3xxx

is that correct?
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BusbarCommented:
yes, you can use work no also just to avoid confusing users. that is the correct way.
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strat-colAuthor Commented:
Which is the work number field in AD?
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BusbarCommented:
it is the telephone no. in the main properties page
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strat-colAuthor Commented:
Ok thanks. I have done this.

In the Lync Control panel under the user for the Line UDI I have put +441789xxxxxx and when thats called it calls the user. I have put 3xxx in the Telephone number field under the user in Active Directory.

When i dial 3xxx i just get a call unsuccessfull error.

Thanks
James
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BusbarCommented:
make sure that AB synced and wait a little.
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strat-colAuthor Commented:
Every thing has now synced and updated but when calling the number 3xxx it says number is not in service?

Thanks
James
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BusbarCommented:
does it appear in the user properties, can you send screenshots.
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strat-colAuthor Commented:
No numbers are appearing.

Im at a bit of a lost as im new to Lync and dont under stand how Lync know 3xxx is for the specified user
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BusbarCommented:
did you enter the number in the format +3xxx in the telephone number field in the active directory, this is in the user's main properties, any screenshots?
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strat-colAuthor Commented:
Active Directory View

Lync Settings
Dial Plans
Thanks
James
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dawho9Commented:
Don't want to confuse things to much but a few things to note in general on how Exchange dials Enterprise Voice numbers from an Auto Attendant.  When you ask to contact a person, the number the system will dial will be the extension assigned in the EUM address, if the user is enabled for Voice Mail.  It can also attempt to dial the person's AD number (or mobile if specified, etc.).

Now here is the key, Exchange isn't going to normalize numbers at all.  So lets pretent we have four digit extensions assigned in the Exchange Dial Plan.  So if I tell it to call user A with a Line URI of tel:+3312.  That is what I have listed as the extension in Exchange and also in Active Directory.  When Exchange makes the call to the Lync Server (assuming you are going directly to Lync from a gateway perspective) then it will attempt to dial 3312.  Additionally, as Exchange isn't going to normalize anything and you can't specify which dial plan to use in Lync, it will use the normalization rules in the Global dial plan only.

So in my example, if I wanted it to match User A Enterprise Voice Line URI I would need a normalization rule like this:

^(\d{4})$  ->    +$1

The plus is key here because I need my normalization rule to return a plus so it would match the Enterprise Voice Line URI.

Let say that our phone numbers entered into EV were something like this instead.  tel:+441798123 and still have a four digit extension of 8123.  When Exchange attempts to call, it will dial 8123 so I would need a normalization rule like:

^(\d{4})$   ->     +44179$1

Hope that makes sense and helps the cause a bit.

Thanks,

Richard
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BusbarCommented:
can you post a screenshot same that I posted.
@Richard, Nice notes.
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strat-colAuthor Commented:
Hi,

Thanks for the reply richard will look at that.

Busbar, In the Lync client im not getting what shows in your screenshot. All I get is Lync Call, New Number and Voicemail?

Thanks
James
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strat-colAuthor Commented:
@Richard, I have put those normalization rules in Lync but has no effect.

Im still having the problems :-(

Thanks
James
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dawho9Commented:
James - a couple of things.  How many digits did you set in Exchange Dial Plan that you are using for your Lync users?  Is it four?  Just want to verify.  Also, just to verify that your phone number entered into EV (from the screen shot you provided) is +44 + 10 digit?  Can you post what you have again for normalization rules.

Lastly, have you done a trace from the Lync front-end server (using the logging tool) and then Snooper to view the results?  The trace will show you exactly what is coming in from Exchange for digit and what it's trying to normalization into and any errors.

Thanks,

Richard
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strat-colAuthor Commented:
In the exchange dial plan i set it as 4. Yes the EV number was +44 and 10 digits.

 Default Normalization Rule
 Extension Normalization Rule
I havent done any traces how do i go about doing that?

I have got rid of the new rules i put in what was suggested. So you can see what we have.

Thanks
James
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dawho9Commented:
James,

As it stands right now with those two rules it will never match the Line URI.  Exchange, as it's only a four digit extension play, will dial those 4 digits into Lync and none of the rules you currently have will match.  When you added the two rules I had mentioned, did you change the order in which the rules were processed?  They get processed in order, so right now the second rule you listed above would have matched and failed.  Once it matches something, it doesn't continue on.

The best thing to do is verify the number of digits you are getting from Exchange and construct a normalization rule to match.  To do this, on the Lync Front-End server, launch the Logging Tool application.  You will want to check S4 and SIP Stack in the list of options on the left.  When you click on each of the items you will want to ensure that you click all of the options that will appear on the right hand side (a lot of clicking involved).  Then click start trace.  Make your call from Exchange and then click stop trace.  To view the results you will need the Lync Resource Kit installed (can be downloaded from the Microsoft website) and you want to click on Analyze Results.  That will launch snooper and give you a line-by-line entry of everything the call was doing.  What you want to find is the Exchange to Lync traffic and find the telephone number it's attempting to call.  Once we know for sure what the number is it's calling, then we just need to create a normalization rule to normalize that number into something that will match the Line URI of the user you are attempting to call.

Richard
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