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Cannot place calls by clicking numbers on Lync client Contact Card

    Question

  • From the Lync client, I'm able to right click a contact, hover over "Call", and click any of the available numbers and call the person.

    For this example, I'm calling the user's Work number which is their Lync number (with extension).


    This works just fine.  However, if I right click the user and then click "See Contact Card", I'm presented with the same phone numbers and if I click the same number to attempt to call the user, A Lync conversation window pops up and reports "Call was not completed or has ended".

    Can anyone explain why we can't dial from the Contact Card within the Lync client?

    Thanks!
    Jason

    Tuesday, January 19, 2016 5:29 PM

Answers

All replies

  • I've seen a number of contact card bugs and this is potentially one of them. I have seen similar behaviour in the past.

    The other thing I see is that on the contact card the number is not normalised to E164 format, whereas in the previous example it is. What format are the numbers in AD? You may need to look at normalising them to ensure the correct display in the contact card. This article will point you in the right direction - http://blog.schertz.name/2010/09/lync-2010-address-book-normalization/

    Hope that helps.


    Andrew Morpeth
    Lync and Skype for Business Consultant (NZ)
    Blog: http://ucgeek.co
    Twitter: @AndrewMorpeth

    Please remember, if you see a post that helped you please click "Vote As Helpful" and if it answered your question, please click "Mark As Answer"

    Andrew Morpeth MVP

    Wednesday, January 20, 2016 2:03 AM
  • Hi,

    Or, you can try to confirm the called number format that  you dial from the Contact Card on the Lync client, and also the called number format that is sent by Mediation Server, so that we can verify which dial plan is used for the called number dialing from the Contact Card and whether the format is recgonized by the gateway. Then, add a dial plan or make some modifications to the dial plan.

    Call Flow: Lync client->(Front End server-> Mediation Server)-> Gateway

    Here is an example for your reference.

    Client: The +931753227 was sent to Front End server.

    11/10/2015|17:20:51.608 1094:1430 INFO  :: Sending Packet - 11.**.***.116:5061 (From Local Address: 132.***.***.19:56164) 5555 bytes: 11/10/2015|17:20:51.608 1094:1430 INFO  :: INVITE sip:+931753227@contoso.com.cn;user=phone SIP/2.0 Via: SIP/2.0/TLS 132.***.***.19:56164 Max-Forwards: 70 From: <sip:test1@contoso.com.cn>;tag=8d51425aed;epid=eac910a42e To: <sip:+931753117@contoso.com.cn;user=phone> Call-ID: 555b45eb093e4b61***12bea07f81afc CSeq: 1 INVITE Contact: <sip:test1@contoso.com.cn;opaque=user:epid:Ct6ykfpLdFGvmV7nW6YXJwAA;gruu> User-Agent: UCCAPI/15.0.4701.1000 OC/15.0.4701.1000 (Microsoft Lync)

    Mediation server: The +931753227 was sent to the Gateway through Mediation Server.

    TL_INFO(TF_PROTOCOL) [3]C658.B9A4::11/10/2015-09:20:51.818.00409ee9 (MediationServer,MediationCall.CreateOutgoingSession:mediationcall.cs(1643))[4519**96]4519**96Created outgoing Session. Local URI: sip:+34370@contoso.com.cn;user=phone, Local DisplayName: 03135 , Remote Uri: sip:+931753227@10.8.1.131;user=phone, Call Id: 89499416-272a-4a9d-****-5da949257740NULL

    Based on the above information, this is Keep All for the called number format like +931753227 from the Lync server end. 






    Wednesday, January 20, 2016 10:55 AM
    Moderator
  • Mark,

    I had seen that article and thought I had followed it.

    I have tried two different formats in Active Directory.  In the example above the numbers were formatted as:
    +1###488#### X53325

    I have also tried the putting this in Active Directory:
    tel:+1###488####;ext=53325

    When I use tel:+1###488####;ext=53325 the Contact Card shows the number as +1###488XXXX.  I can click it and it initiates the call (the call fails because it has stripped the extension and we have multiple users assigned to the base number of +1###488XXXX.

    Thanks!
    Jason

    Wednesday, January 20, 2016 2:38 PM
  • Cindy,

    When I have the number in Active Directory as +1###488#### X53325 and click the number from the Contact Card, I do not see in the S4 or SipStack log that the call is ever even initiated on the server.  Is there a different log I should be looking at?

    Also, these are all internal Lync users we are trying to call so the calls should never hit a gateway.

    Thanks!
    Jason

    Wednesday, January 20, 2016 2:41 PM
  • The contact card in Lync/SfB is not a pretty thing. Unfortunately its a neglected area with many quirks, one of which is the way it handles numbers with extensions.

    Take a look at this post - http://ucken.blogspot.co.nz/2013/05/viewing-extensions-in-lync-client.html

    Hopefully that helps.


    Andrew Morpeth
    Lync and Skype for Business Consultant (NZ)
    Blog: http://ucgeek.co
    Twitter: @AndrewMorpeth

    Please remember, if you see a post that helped you please click "Vote As Helpful" and if it answered your question, please click "Mark As Answer"

    Andrew Morpeth MVP

    Wednesday, January 20, 2016 7:06 PM