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Reassigning DIDs to new users RRS feed

  • Question

  • Quick background, I was thrown into the deep end of a half-finished Lync migration for a school district. I have absolutely no prior experience with telecom or Lync.

    Obviously i have a ton of questions, and Google has been invaluable but here's one I can't figure out. If I reassign a DID from a previous employee to a new employee dialing that extension shows me the old guy's picture and name until the new guy picks up then suddenly the display changes to the new user.

    Here's the process I go through to reassign a DID

    Disable old user's Unified Messaging in Exchange Mgmt Console

    Remove user from Lync via the Lync Control Panel > Users > Remove User from Lync Server

    Enable new user for Lync via Lync Control Panel > Users > Enable Users

    Give them the DID, assign to pool, choose Enterprise Voice

    Enable their UM via Exchange Mgmt Console

    Extensions are mapped via the Voice Routing > Dial Plan > Global Policy

    Yet when I dial new guy, I see old guy's name and face until new guy picks up. Subsequent calls continue this behavior, it doesn't "learn" that someone else now has this number.

    I hope I've provided enough info. Any suggestions?

    Lync 2010 Enterprise

    Polycom CX600s and CX500s


    • Edited by eob455 Thursday, January 8, 2015 8:30 PM
    Thursday, January 8, 2015 8:27 PM

Answers

  • Hi eob455,

                     I would recommend checking the Telephone Number field under the user Active Directory account and ensure this matches the users LineURI that has been populated against the users Lync account minus the ;ext= aspect, for example in Active Directory this should display as +44123456789. Once this has been completed, I would recommend updating the Lync Address Book manually by opening the Lync Server Management Shell and entering "Update-CsAddressBook", following this I would wait around five to ten minutes for the process to complete, which you can monitor via the Lync Server container under the servers Event Viewer. I would then recommend restarting a CX500/600 and the Lync desktop client you are using and then see if you can reproduce the issue. Thanks.

    Regards.


    http://www.b4z.co.uk

    • Marked as answer by eob455 Thursday, January 8, 2015 9:29 PM
    Thursday, January 8, 2015 8:54 PM

All replies

  • Hi eob455,

                     I would recommend checking the Telephone Number field under the user Active Directory account and ensure this matches the users LineURI that has been populated against the users Lync account minus the ;ext= aspect, for example in Active Directory this should display as +44123456789. Once this has been completed, I would recommend updating the Lync Address Book manually by opening the Lync Server Management Shell and entering "Update-CsAddressBook", following this I would wait around five to ten minutes for the process to complete, which you can monitor via the Lync Server container under the servers Event Viewer. I would then recommend restarting a CX500/600 and the Lync desktop client you are using and then see if you can reproduce the issue. Thanks.

    Regards.


    http://www.b4z.co.uk

    • Marked as answer by eob455 Thursday, January 8, 2015 9:29 PM
    Thursday, January 8, 2015 8:54 PM
  • I agree with Barry.  It may also be stuck in your user's cache.  If it's a Windows client, see if removing the client's cache helps: http://www.skypeadmin.com/2014/01/19/the-address-book-is-preparing-to-synchronize/ and consider moving to a web search user look up instead of relying on the GAL.  More information on that can be found on Jeff Schertz' blog: http://blog.schertz.name/2010/11/forcing-lync-address-book-web-query/


    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.

    Thursday, January 8, 2015 9:26 PM
  • Awesome. I did not know about the Update-CSAddressBook command. I did that, waited 10 minutes, then rebooted my phone and it's correct now. The only problem now is that I also tried a phone that wasn't rebooted and it still shows the wrong name. Do you know if the phones refresh on their own after some time? I can't have everyone reboot their phones every time I make a change like this.
    Thursday, January 8, 2015 9:31 PM
  • Hi eob455,

                       that's the correct, the handsets should refresh this information after a period of time, I usually say to customers the issue will be rectified if you "try tomorrow or later today", otherwise a reboot of the handset is the quickest way if a resolution is required immediately. Thanks.


    http://www.b4z.co.uk | @Bazz0r

    Friday, January 9, 2015 6:31 AM