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Lync Online Guest Users Always Appear as One Internal User

Posted on 2014-04-30
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Last Modified: 2014-06-01
I have Lync Online (Office 365)  When we send out Lync Meeting requests, Internal Users join as themselves (normal)  External Lync Users join as themselves (normal), BUT Guest users (those without Lync) always join as an internal user.

So, if internal user is John Doe.  The meeting guests are ALL joining as John Doe.  Even if John Doe is NOT in the meeting and has NOTHING to do with the meeting.

No matter who organizes the meeting, Guest Users always appear as John Doe in the meetings.

This occurs no matter what internal user creates the meeting request (so all the Join Lync Meeting URL's are unique)
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Question by:jettanitegb
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Expert Comment

by:Mohammed Hamada
ID: 40036988
This might be a Lync WAC server bug. could you please take a snapshot of the meeting and let's see how it looks like?

Thanks
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Author Comment

by:jettanitegb
ID: 40037083
Here you go...remember this is Lync Online.  There is no on-prem server.  Also MS Support has no answer...

Sample Lync
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LVL 23

Expert Comment

by:Mohammed Hamada
ID: 40037107
Yes i'm aware it's online! Lync online have normal servers just like the ones on-premises but bigger typologies that serves many clients at once.

Have you tried joining a conference from the web? to do this you'll need to run the meeting link from a PC that doesn't have a Lync client.

Also try removing the Client cache, it's located in the below path! try closing lync and delete the entire folders in this folder then run it again and join the meeting.

%userprofile%\appdata\Local\Microsoft\Office\15.0\lync
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Author Comment

by:jettanitegb
ID: 40037122
I know how Lync works, I am a Lync Engineer and have done multiple Lync projects both Online and On-Prem.

Note, this ONLY occurs for users that dial-in via the conferencing provider.  Connecting via ANY Lync client (full, basic, web, attendee) work correctly.

And we did all that already....
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Expert Comment

by:Mohammed Hamada
ID: 40037156
Now this makes sense. Let's assume that we have a normal Lync server on-premises that's integrated with a gateway and you can dial in a conference.

Normally when you do this! after you join the conference Lync should show the Calling number in the conference instead of the the names you're having.

So in your case I would say that your Conferencing provider/operator is the one to talk to. they might have done some wrong configuration on the gateway side.

It must be something related with the normalization rules/ number translations in the gateway.
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Author Comment

by:jettanitegb
ID: 40037168
I agree....already opened ticket with provider and no results.  They even rebuilt the config and reassigned all the codes for the users....they have no idea why.

Saying that, after some additional troubleshooting, it might be a caller-id issue on the USER side.  Since some of these numbers have the same caller-id AND the user has the number assigned to this person in their Outlook contacts, I am thinking that may be the issue.

I am testing this theory today...
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LVL 23

Expert Comment

by:Mohammed Hamada
ID: 40037186
Yes that happens, Maybe you could also get Microsoft involved as well as I believe the Office 365 support is free. so you could just let them work with you on this.

On the servers there's a better chance to get helpful logs. I think Lync support could manage these for you and they can confirm whether it's an issue with the operator or not.

best of luck
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Accepted Solution

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jettanitegb earned 0 total points
ID: 40093543
Found the answer after some testing:

It was caller-id of people dialing into the Lync Meeting.  The published caller-id is: 123-555-1212.  The person has this number in their personal contacts tied to a contact.  So when multiple people called in from the SAME company that publishes 123-555-1212, Lync would pull the contact info from the users Personal Contacts and display the name multiple times (for each user that is presenting that caller-id)

Once I removed the reference to 123-555-1212 from the users contacts, the users just showed up as the caller-id number.....
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Author Closing Comment

by:jettanitegb
ID: 40103713
Found through various testing
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