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UM 2013 does not answer calls RRS feed

  • Question

  • I've gone through the setup about a billion times (at least that's what it feels like) - but I've never been able to successfully have Exchange 2013 UM answer any phone calls to either the mailbox service or any configured auto-attendant.

    To make sure I wasn't crazy, I have reinstalled Exchange 2010 in a 100% identical configuration, and she answers with absolutely no problems what-so-ever.  Users are led to their mailbox, the autoattendent routes calls accordingly, etc.

    . . .  But moving back into a 2013 environment, in a 100% identical configuration, the server itself never actually answers any of the calls.

    Would anybody happen to have any ideas on where I could go to check out the issues here?

    Tuesday, November 13, 2012 3:27 AM

Answers

  • All, I've been able to resolve this particular issue in my case.  This may not work in yours, but here are the steps that resolved this issue in my build:

    *I did not adjust the SIP trunk port from 5060 as suggested.

    1.  I added a secondary IP on the primary Nic of the Exchange server.

    2.  I pointed the SIP trunk to use the new IP, instead of the original.
    3.  The Exchange server would attempt to pick up the call, but then immediately drop it.
    4.  I pointed the SIP trunk back to the original IP.

    Exchange 2013 UM started working perfectly at that point.  I have NO idea why this would work, but I'm just happy that I can finally start moving forward with the rest of the UM configuration now.


    • Edited by usslenny Saturday, January 5, 2013 2:32 AM
    • Marked as answer by usslenny Tuesday, January 8, 2013 1:27 PM
    Saturday, January 5, 2013 2:32 AM

All replies

  • Hi  ,

    Please run “Test-UMConnectivity” and post the results.

    Test-UMConnectivity:

    http://technet.microsoft.com/en-us/library/aa997953.aspx

    please check if UM Auto Attendant is enalbled.

    Enable a UM Auto Attendant:

    http://technet.microsoft.com/en-us/library/aa996379.aspx

    Please ensure UM feature of mailbox is enabled.

    More information for your reference.

    Voice Architecture Changes:

    http://technet.microsoft.com/en-us/library/jj150516.aspx


    Wendy Liu

    TechNet Community Support


    Wednesday, November 14, 2012 9:22 AM
    Moderator
  • Thank you very much for the assistance.  Here are the results of the testing:

    //=======================================================

    Test-UMConnectivity:

    RunspaceId                                                   : b4dc7de0-cac6-437b-bb5f-74a0b442c111
    UmserverAcceptingCallAnsweringMessages : True
    TotalQueuedMessages                                 : 0
    CurrCalls                                                      : 0
    Latency                                                        : 1650.438
    OutBoundSIPCallSuccess                             : True
    UmIPAddress                                               : 10.0.2.199
    EntireOperationSuccess                               : True
    ReasonForFailure                                          :
    Identity                                                         : 25bbb3e9-909d-4e9d-b09e-edd65c9d1c6a
    IsValid                                                           : True
    ObjectState                                                  : New

    //=======================================================

    Enable a UM Auto Attendant:

    Yes - Already done.  Double-checked just to be sure.

    //=======================================================

    User is UM Enabled:

    ***Username***

    User mailbox
    ***@***.com
    Title:
    Office:
    Work phone:
    Phone and Voice Features
    Unified Messaging: Enabled

    Unfortunately, all the tests come back positive.


    • Edited by usslenny Thursday, November 15, 2012 11:27 AM
    Thursday, November 15, 2012 11:27 AM
  • I have the same problem, this works fine with exchange 2010 but as soon as i try the setup with exchange 2013 the calls aren't answered

    Setup

    1x domain controller running 2008 R2 with forest and domain functionality levels at 2008 R2

    1x exchange 2013 with all roles running on windows 2012 standarded full

    When i dial from an extension to the exchange server AA or Subscriber numbers, the phone dials but then the call is dropped.

    event logs show the call hitting the exchange server and claiming to be routed to the mailbox server (same server) on port 5062

    When i run test-umconnectivity -umipgateway phonesystem and when prompted enter a um extension the phone rings and i get test beeps down the phone

    test-umconnectivity doesnt seem to enter the event logs anymore, even when i set all exchange events to expert

    Any help would be useful :) 

    Friday, December 14, 2012 5:13 PM
  • Chhange to port 5065 on your gateway.
    Tuesday, December 18, 2012 2:27 AM
  • Sorry changing the port isn't possible, it would require a full reboot of our pbx and render all other sip trunks useless
    Wednesday, December 19, 2012 8:13 PM
  • If you have setup the communication between both systems without encryption, you can run wireshark to trace the communication.

    Exchange Server runs two unified messaging services, umservice.exe (on Exchange 2010 and Exchange Server 2013 Mailbox Servers) or Microsoft.Exchange.UM.CallRouter.exe (on Exchange Server 2013 Client Access Servers) that listens on TCP 5060 and UMWorkerProcess.exe (both versions of Exchange Server) that listens on TCP 5065 or TCP 5067. The correct process for connecting to Exchange Server unified messaging is to connect to TCP port 5060 and get back a SIP Redirect to either port TCP 5065 or TCP 5067. The reason for the redirect is that Exchange Server starts listening on 5065 and after a week starts a second process listening on 5067 and once the process on 5065 has finished all its call handling it will stop the process listening on 5065. This way Exchange Server manages the process, memory management, etc. without needing to restart the process if it goes bad – it just starts a process on the other port from the current process and directs all new calls at the new process.


    regards Holger Technical Specialist UC


    Wednesday, December 26, 2012 1:52 PM
  • MUCH appreciated on this explination Mr. Bunkradt.  This is one of the best explinations I've ever come accross.

    Apologies in my late response, as I hadn't visited this thread in a little bit, and was VERY supprized to see your well-documented post.

    - But I can see, that this "port switching" is going to be a problem then...  In that if the port is changed from 5065 to 5067, wouldn't configuring to use 5065 end up breaking when the Exchange services switch to 5067?  (i.e. you configure the trunk to use the original port, and it works fine until Exchange decides to update to another).  As it's still supposed to be listening on 5060, shouldn't it mean that the SIP trunk also uses 5060?

    Wednesday, January 2, 2013 6:10 AM
  • All, I've been able to resolve this particular issue in my case.  This may not work in yours, but here are the steps that resolved this issue in my build:

    *I did not adjust the SIP trunk port from 5060 as suggested.

    1.  I added a secondary IP on the primary Nic of the Exchange server.

    2.  I pointed the SIP trunk to use the new IP, instead of the original.
    3.  The Exchange server would attempt to pick up the call, but then immediately drop it.
    4.  I pointed the SIP trunk back to the original IP.

    Exchange 2013 UM started working perfectly at that point.  I have NO idea why this would work, but I'm just happy that I can finally start moving forward with the rest of the UM configuration now.


    • Edited by usslenny Saturday, January 5, 2013 2:32 AM
    • Marked as answer by usslenny Tuesday, January 8, 2013 1:27 PM
    Saturday, January 5, 2013 2:32 AM
  • Hi usslenny

    I have exactly the same problem and after days of pulling my hair out, would like to try your method. I have added a 2nd IP to our exchange, how do I point the SIP trunk to use the new IP?

    Cheers, Simon.

    Details on my issue as follows for anyone interested....

    Started with Lync2013 and exchange 2007 and UM integration was working great, upgraded our mail server to exchange 2013, and now no UM integration works at all.

    My problem is the umcallrouter just does not pick up any calls, this starts right down at the network level.

    I can see the callrouter service listening on 5060 and 5061 (if I have DUAL - both TCP and TLS selected) on the exchange server, and when I call voicemail and I run a packet sniff I can see TCP SYN packets coming from my lync server to the exchange server but the callrouter just does not seem to want to start the TCP communication (let alone get the stage of SIP communication, or reroute tcp traffic to the worker process).

    Saturday, November 23, 2013 6:33 AM
  • As it turns out - it must have been a fluke when I had gotten this working.  At some point during this past year the exact problem came back, and my Exchange server stopped answering calls yet again.

    Most likely having something to do with the port switching that Mr. Bunkradt was referring to earlier in this thread.  Not good, not good at all.  I was about to open a support ticket with MS on it, willing to spend my own money just to find an answer, but then I landed on this forum on Cisco's site:

    https://supportforums.cisco.com/thread/2236935

    Following the answer provided by Mr. Appleby word for word brought the server back into working order, and allowed the server to begin answering calls again.  I just pointed all the entries in CUCM to my CAS server and it's been functional since.  I'm hoping that this particular issue has now gone away.

    Hopefully this info helps.

    Saturday, November 23, 2013 2:25 PM
  • O - I haven't tested with Lync either yet...  My implementation has only been Cisco's CUCM --> Exchange for voicemail.

    Lync integration will come in a while for me.

    Saturday, November 23, 2013 2:27 PM
  • As it turns out - it must have been a fluke when I had gotten this working.  At some point during this past year the exact problem came back, and my Exchange server stopped answering calls yet again.

    Most likely having something to do with the port switching that Mr. Bunkradt was referring to earlier in this thread.  Not good, not good at all.  I was about to open a support ticket with MS on it, willing to spend my own money just to find an answer, but then I landed on this forum on Cisco's site:

    https://supportforums.cisco.com/thread/2236935

    Following the answer provided by Mr. Appleby word for word brought the server back into working order, and allowed the server to begin answering calls again.  I just pointed all the entries in CUCM to my CAS server and it's been functional since.  I'm hoping that this particular issue has now gone away.

    Hopefully this info helps.

    I am not really seeing where this helps people who aren't using CUCM. I'm using Lync server and none of that made any sense to me.
    Monday, July 14, 2014 8:34 PM
  • Understood.  Please forgive me, as I'm not a voice guy at all.

    The issues I experienced were solely CUCM --> Exchange Unified Messaging 2013.  Where everything would work using the defaults in Exchange 2010, it appears that MS has updated the voice stack completely in regards to 2013.  What used to work, no longer does.

    That being said, between my CUCM and EX 2013, everything is still 100% functional between the two using the same instructions linked from before:

    https://supportforums.cisco.com/discussion/11914031/exchange-2013-um-and-cucm-86 in the posting by dappleby85 that explains what he did to "fix" his problem between CUCM and Exchange 2013.  His solution also worked for me.

    In regards to Lync, I have yet to configure my Lync system (lab) to Exchange 2013, so I apologize that I cannot help you in this regard.

    You might be best starting a new thread with the symptoms you're describing.  Lync is a confusing as crap piece of software for me, and after I installed it, I hit a huge wall of "ok, great! - now what!?!"

    Monday, July 14, 2014 9:06 PM
  • Understood.  Please forgive me, as I'm not a voice guy at all.

    The issues I experienced were solely CUCM --> Exchange Unified Messaging 2013.  Where everything would work using the defaults in Exchange 2010, it appears that MS has updated the voice stack completely in regards to 2013.  What used to work, no longer does.

    That being said, between my CUCM and EX 2013, everything is still 100% functional between the two using the same instructions linked from before:

    https://supportforums.cisco.com/discussion/11914031/exchange-2013-um-and-cucm-86 in the posting by dappleby85 that explains what he did to "fix" his problem between CUCM and Exchange 2013.  His solution also worked for me.

    In regards to Lync, I have yet to configure my Lync system (lab) to Exchange 2013, so I apologize that I cannot help you in this regard.

    You might be best starting a new thread with the symptoms you're describing.  Lync is a confusing as crap piece of software for me, and after I installed it, I hit a huge wall of "ok, great! - now what!?!"

    I did make a new thread unfortunately I am not getting much for help. This is a serious problem for us right now as voice mail is down with the mailboxes on the 2013 server and the working UM plan on the 2010 server.

    Wednesday, July 16, 2014 6:02 PM