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Auto Attendant and Extension Numbers

    Question

  • I have just finished the IM and Conferencing deployment of Lync and now starting to dig into the Enterprise Voice. I am looking at giving each user an extension number and not their own DID number. we will have 4 phone numbers on the trunk which we will use for incoming calls but wish to have an extension number so in the lync client or on our polycom phones i would like a user to just hit ext 220 and get that person. is there any way of doing this. I have deployed the Exchange UM with Lync and have given each user an extension through Exchange UM, on my lync client i can check voicemail and hear all the options (voicemail, email etc...) but i cant seem to configure lync dialing ext 220 and getting that user.

    Monday, May 09, 2011 1:22 AM

Answers

  • Tim,

    For "The user is not authorized to call the specified number" this could mean the dial plan is disallowing the call due to PSTN usage rules. As it's internal you wouldn't expect this to be the case, but it's only internal if you have setup the normalisation rules correctly. The number you dial needs to be normalised via the regex rules in the dial plan and the resulting number needs to match the number specified in the LineURI you see for the user in the control panel. If you have also populated the AD telephone number correctly, the users name should show up in the Lync 2010 client when you dial the extension ... Lync performs a reverse lookup against the downloaded address book.

    I'm not saying this is definitely your issue, but its one possibility.

    So, make sure you check that your normalisation rule converts the number to the matching LineURI value. If you have entered something tel:1234 as the LineURI for the user and you have left the dial plan rules at default settings then I think dialing 1234 will convert the number to +1234 which would fail as you didn't set the LineURI as tel:+1234.

    Bottom line is you need to get to grips with the dial plan process as suggested in the other posts, so go do some reading on those recommended links.

    Jed 

    • Marked as answer by Tim_MCP Thursday, May 12, 2011 4:33 PM
    Thursday, May 12, 2011 8:32 AM

All replies

  • Have you actually created an AutoAttendant .... that the component that does what you want? The VM pilot does not provide this feature which is what you have configured by the sounds of things.

    1) Create Auto Attendant on Exchange UM (same section as where you created the voicemail pilot)
       - Allocate an E164 telephone number (any number that will work with your dialplan normalisation rules in Lnc)

    2) Run ExchUCUtil.ps1 on UM server

    3) Run OcsUmUtil on the Lync server

    4) Add the new attendant number to AD

    5) Dial the new number and it should all work, it can even be voice enabled so you don't have to type the extension, just say the users name (in Exchange 2010)

    Jed

    Monday, May 09, 2011 8:33 AM
  • Yes i already created the Attendant and the Dial Plan, set the dial plan for 3 digit extensions but when typing the extansion into lync i get call was not completed or has ended. And how do i add the attendant number to AD?
    Monday, May 09, 2011 9:56 AM
  • When you type the number in Lync 2010 it will get normalised to E164, if you've configured Lync server that way (that's the normal approach) ... so the number you type once normalised needs to match the number you configure for AA. For example, I type 1234 in Lnc 2010 for my AA number, Lync 2010 normalisation rules convert it to +44207XXX1234 which then matches the AA entry +44207XXX1234. I configured +44207XXX1234 as the Pilot Identified for my AA.

    It gets added to AD when you run the OcsUmUtil and select add and then enter the appropriate details, in just the same way you wll have added the UM pilot number. You'll allocate the AA entity a SIP address, select the type as being AA and give the AA entity a name. If you then go and look in AD under the relevant OU you should find a new AA user, as well as the UM user.

    Jed

    Monday, May 09, 2011 10:38 AM
  • Yes i keep seeing documentation on dialed ext 1234 and lync normalised the number to +19055551234 but the issue is i dont want an 11 digit number for each user. all we will have is 1 main number people call on a 5 line sip trunk. then i want all users to have personal internal extensions. so if a internal user or outside dialer dials ext. 202 they get me via lync client or the Exchange AA.
    Monday, May 09, 2011 11:18 AM
  • You need to enter the main company number as each users number +19055551234, then add ;ext=4567 and then each user has an internal extension. However, that is seperate to your issue here as you define the extension for AA to work from in Exchange UM when you enable the user for UM ... you tell it what extension to use at that time. For UM you just enter the 3 digit extension.

    Jed

    Monday, May 09, 2011 11:29 AM
  • You need to enter the main company number as each users number +19055551234, then add ;ext=4567 and then each user has an internal extension. However, that is seperate to your issue here as you define the extension for AA to work from in Exchange UM when you enable the user for UM ... you tell it what extension to use at that time. For UM you just enter the 3 digit extension.

    Jed

     

     


    I did specify the 3 digit extansion when i enabled the user in exchange for UM. but the issue is on the lync client when i dial ext 220 which is another colouge, i get call was not completed or has ended. is there any way of acomplishing this. Have Lync know when dialing the 3digit extension to know what sip address to route it to.?
    Monday, May 09, 2011 10:06 PM
  • Exacly when do you get call not completed, are you dialing the number from the Lync client o rare you entering the extension when AA prompts you to? Call not completed sounds more a Lync client response.

    Jed

    Monday, May 09, 2011 10:26 PM
  • Exacly when do you get call not completed, are you dialing the number from the Lync client o rare you entering the extension when AA prompts you to? Call not completed sounds more a Lync client response.

    Jed


    Im extering the extension in the Lync client. and thats what im looking for, in the lync client for today, and we will also be getting polycom desk phones so we will need to dial UM extensions from them also.
    Monday, May 09, 2011 11:01 PM
  • Hmm, I suspect you are actually asking about setting up a dialplan and being able to make Lync to Lync calls? The title says Auto Attendant and Extension Numbers, so the assumption of this thread was you are calling the auto attendant and then want the AA to be able to transfer the call to any other users based on the extension ... and that's the process I have been describing to you.

    So, is it problems with AA or problems with pure Lync Enterprise Voice?

    If it's EV, you need to make sure you have enabled each user for EV, given each user a line URI in the format I suggested earlier. The dial plan and voice policy for internal calls will probably work if you have left everything at defaults.

    If it's AA, you have to call the AA pilot number and then follow the voice prompts to transfer to another user, you don't dial the user from the Lync client otherwise it's not using AA.

    Jed

    Tuesday, May 10, 2011 10:15 AM
  • its more of a 2 part question, you where able to assist with the configuration of the AA in your first post. which i can get the AA to work correctly but when entering the extension i get the call cannot be completed from lync, when i dial the 3 digit extension it doesent work. I run a tracing log on the lync front end and get this error

     

    Via: SIP/2.0/TLS 10.10.10.10:64939;ms-received-port=64939;ms-received-cid=4A100
    ms-diagnostics: 12004;reason="The user is not authorized to call the specified number.";source="lync.domain.com";appName="OutboundRouting"
    Server: OutboundRouting/4.0.0.0
    Message-Body: –
    $$end_record

     

    but how am i not authorized to call internal extensions?

    Tuesday, May 10, 2011 1:49 PM
  • Hi Tim

           http://social.technet.microsoft.com/Forums/en-US/ocsplanningdeployment/thread/243e6864-7a63-4b77-a7a1-d47aaceb1fdc/

    Describes how to use simple internal extensions eg +330 for your URI and in AD for the telephone number in the users AD account so that the person being called can see the callers details. I have implemented this and it is working fine. I don't have incoming calls and direct lines work yet and that could be a problem once that is done.

    Hope this helps

    Peter

    Wednesday, May 11, 2011 2:19 AM
  • Hi,

    Hope this familar post will give you some hints  http://social.technet.microsoft.com/Forums/en-GB/ocsvoice/thread/e7224a3b-c991-4ffc-9e79-97f3309d0cbd

    Another more information just for your reference.

    http://terenceluk.blogspot.com/2010/10/one-of-many-reasons-for-following-ocs.html.

    http://jasonmlee.net/archives/426

    http://ucken.blogspot.com/2010/12/enterprise-voice-best-practices-in-lync.html

    Hope these useful!

    Regards,

    Sharon


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.
    Thursday, May 12, 2011 3:38 AM
  • Tim,

    For "The user is not authorized to call the specified number" this could mean the dial plan is disallowing the call due to PSTN usage rules. As it's internal you wouldn't expect this to be the case, but it's only internal if you have setup the normalisation rules correctly. The number you dial needs to be normalised via the regex rules in the dial plan and the resulting number needs to match the number specified in the LineURI you see for the user in the control panel. If you have also populated the AD telephone number correctly, the users name should show up in the Lync 2010 client when you dial the extension ... Lync performs a reverse lookup against the downloaded address book.

    I'm not saying this is definitely your issue, but its one possibility.

    So, make sure you check that your normalisation rule converts the number to the matching LineURI value. If you have entered something tel:1234 as the LineURI for the user and you have left the dial plan rules at default settings then I think dialing 1234 will convert the number to +1234 which would fail as you didn't set the LineURI as tel:+1234.

    Bottom line is you need to get to grips with the dial plan process as suggested in the other posts, so go do some reading on those recommended links.

    Jed 

    • Marked as answer by Tim_MCP Thursday, May 12, 2011 4:33 PM
    Thursday, May 12, 2011 8:32 AM