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Lync call on hold not working suddently RRS feed

  • Question

  • one of SBA server MOH not work suddenly.

    Check SBA server event log don't have relate MOH error and main site and some SBA servers MOH is work. 

    How to trace the problem? Debugging log?

    reboot SBA ?  

    Gateway didn't have change recently and MOH suppose is play by SBA server right?

    Thanks.


    • Edited by JohnHK215 Monday, July 20, 2015 3:27 AM subject
    Friday, July 17, 2015 12:10 PM

Answers

  • Hi

    So the problem must be network related. please have a look at the firewall rules in place between each subnet and find the difference. However, here is a link to the internal port requirements for Lync

    https://technet.microsoft.com/en-us/library/gg398833.aspx

    make sure that the subnet can access all ports in this document for the required services.

    thanks


    Note: Please remember to `Mark as Answered` a post that answers your question and/or `Vote as Helpful` posts that have helped you. This will help others find answers to similar problems. For more Skype for Business help visit: http://www.skype4b.uk Please note that answers are based on my experience and opinion only and do not necessarily represent the views of my employer.

    • Proposed as answer by Eason Huang Monday, July 27, 2015 4:34 AM
    • Marked as answer by Eason Huang Tuesday, July 28, 2015 1:37 AM
    Saturday, July 25, 2015 10:15 AM

All replies

  • Music on hold is actually played by the clients themselves.  If it's enabled in the client policies:

    Get-CSClientPolicy | Set-CSClientPolicy -EnableClientMusicOnHold:$TRUE

    It should play, but there are multiple factors that can affect it including client settings and if the endpoints support it.  I'd start by checking the above policy and verify sound settings per Ken's blog: http://ucken.blogspot.com/2010/10/music-on-hold-for-lync-clients.html

    Make sure it's working when a Lync client puts a call on hold first, then expand out from there to see if other endpoints aren't working.


    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". SWC Unified Communications

    This forum post is based upon my personal experience and does not necessarily reflect the opinion or view of Microsoft, its employees, or other MVPs.

    Friday, July 17, 2015 2:56 PM
  • Call on hold not working. 

    open debugging log and found this error log.

    SIP/2.0 491 Gateway side reinvite failed, pass result to Proxy

    refer to this GW setting not work.

    https://social.technet.microsoft.com/Forums/lync/en-US/9a51f3c3-4cf4-4351-a27b-4c1fda61c11f/lync-hold-not-working-with-incoming-pstn-calls-with-audiocodes-mediant-1000-and-media-bypass?forum=ocsvoice

    Saturday, July 18, 2015 12:18 PM
  • Hi 

    I was helping another forum user the other day with a similar issue. If you are using the SfB client it seems to have an issue playing the default moh from its native location. I found by moving it to another directory or root of c: and changing the client policy to look for the file in that location moh works.

    Set-CsClientPolicy -Identity Global -MusicOnHoldAudioFile c:\defaulthold.wma

    Try that and see what happens, worked for me.

    thanks


    Note: Please remember to `Mark as Answered` a post that answers your question and/or `Vote as Helpful` posts that have helped you. This will help others find answers to similar problems. For more Skype for Business help visit: http://www.skype4b.uk Please note that answers are based on my experience and opinion only and do not necessarily represent the views of my employer.


    Sunday, July 19, 2015 6:30 AM
  • but they can't put the call on hold, lync client still Lync 2013, even cx600 lync phone can't hold to call .

    Thanks.

    Sunday, July 19, 2015 10:17 AM
  • Ok then, so this is a separate issue to that at which you started this thread? It is not that the call is placed on hold and no music plays, but in fact you cannot put a call on hold at all?

    When you attempt to put the call on hold, in the SIP logs do you see a SIP INVITE being sent out with an a=inactive in the message? If so do you see a response from your SIP provider on your gateway saying SIP 200/OK with an a=inactive in it?

    If nothing has changed on your end, then perhaps the SIP provider has made a change their end and the inactive attribute is not being sent back to Lync.

    thanks


    Note: Please remember to `Mark as Answered` a post that answers your question and/or `Vote as Helpful` posts that have helped you. This will help others find answers to similar problems. For more Skype for Business help visit: http://www.skype4b.uk Please note that answers are based on my experience and opinion only and do not necessarily represent the views of my employer.

    Sunday, July 19, 2015 2:36 PM
  • Receive reinvite from Proxy, SDP is: v=0

    Start-Line: Exception: System.InvalidOperationException: Nullable object must have a value.
       at System.Nullable`1.get_Value()
       at Microsoft.RTC.MediationServerCore.GatewaySdpProcessor.TryParseAnswer(SdpContentDescription answer)
       at Microsoft.RTC.MediationServerCore.GatewayCall.GatewaySendReInviteRequestComplete(IAsyncResult ar)
    $$END-MEDIATIONSERVER

    Start-Line: Set Gateway SIP State to Connected.

    SIP/2.0 491 Gateway side reinvite failed, pass result to Proxy.

    ms-diagnostics: 10014;source="SBA.local";reason="An internal exception received while processing the incoming request";component="MediationServer"

    Monday, July 20, 2015 3:28 AM
  • Do you have REFER Support enabled on the Lync trunk configuration? If you do then please try and disable that and restart the mediation service. May well be prudent to restart the mediation service anyway even if this option is not enabled.

    Looks like Lync is having trouble sending SIP REINVITE messages to the gateway.

    thanks


    Note: Please remember to `Mark as Answered` a post that answers your question and/or `Vote as Helpful` posts that have helped you. This will help others find answers to similar problems. For more Skype for Business help visit: http://www.skype4b.uk Please note that answers are based on my experience and opinion only and do not necessarily represent the views of my employer.

    Monday, July 20, 2015 7:54 AM
  • but outbound SIP REINVITE messages  is ok, outbound sip re-invite is from SBA to Gateway?

    Inound is from gateway to SBA?

    Check to log look gateway send reinvite to SBA but sba not response .

    • Edited by JohnHK215 Monday, July 20, 2015 12:43 PM change
    Monday, July 20, 2015 8:25 AM
  • Hi,

    Please try to change the Gateway to the central site or other SBAs to check if the issue cause by the gateway or the PSTN provider.

    Please check if the call on hold works between the two internal Lync call as well. 

    Best Regards,
    Eason Huang


    Please remember to mark the replies as answers if they help, and unmark the answers if they provide no help. If you have feedback for TechNet Support, contact tnmff@microsoft.com.

    Eason Huang
    TechNet Community Support

    Tuesday, July 21, 2015 3:09 AM
  • Lync internal call as well on hold.

    There have two gateway for this SBA server.

    Thanks.

    Tuesday, July 21, 2015 4:51 AM
  • We found some different sub-net network can work on inbound call on hold, but user is home on same SBA pool.

    Do you know any firewall rules for inbound call on hold? new subnet inbound call on hold failed.

    Thanks.

    Saturday, July 25, 2015 12:02 AM
  • Hi

    So the problem must be network related. please have a look at the firewall rules in place between each subnet and find the difference. However, here is a link to the internal port requirements for Lync

    https://technet.microsoft.com/en-us/library/gg398833.aspx

    make sure that the subnet can access all ports in this document for the required services.

    thanks


    Note: Please remember to `Mark as Answered` a post that answers your question and/or `Vote as Helpful` posts that have helped you. This will help others find answers to similar problems. For more Skype for Business help visit: http://www.skype4b.uk Please note that answers are based on my experience and opinion only and do not necessarily represent the views of my employer.

    • Proposed as answer by Eason Huang Monday, July 27, 2015 4:34 AM
    • Marked as answer by Eason Huang Tuesday, July 28, 2015 1:37 AM
    Saturday, July 25, 2015 10:15 AM