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External calls via Edge server or PSTN cannot connect to Voicemail RRS feed

  • Question

  • Hi

    I have a fully deployed and functional Lync enterprise voice solution

    The issue that I am currently experiencing is that when an external user calls via PSTN or SIP they cannot connect to the users voicemail.

    I can successfully set the client to transfer calls to alternate numbers, simultaneous ring etc but if I set it to divert to voicemail the call fails although I do get an email regarding the missed call.

    Same is true if I dont answer and it tries to contact voicemail.

    There is an edge server deployed and when making SIP to SIP calls I can see in the traces that it fails to start the audio stream

    ms-diagnostics: 15010;reason="Routing to UM for voice mail
    ms-diagnostics: 15032;reason="Re-directing request to the destination in 302";source="lync.domain.com";dialplan="um.domain.com";umserver="EXCH2010UM.domain.com";nexttarget="EXCH2010UM.domain.com";routingtype="Routing to UM for voice mail deposit";appName="ExumRouting"
    ms-client-diagnostics: 52156;reason="Failed to start audio stream."

    There is a TMG between the Edge and LAN in routing mode. I have verified I can sucessfully connect to the ports on the UM from the Edge.

    Voicemail works fine internally.
    Another weird thing is that I can call voicemail externally using the assigned DDI or using the long press of 1 on the softphone.

    The environment is a Standard Edition setup with colocated mediation server.

    When tracing on the FrontEnd server for incoming PSTN calls I get the following

    Media Bypass not selected for inbound call.
    SIP/2.0 481 Call Leg/Transaction Does Not Exist
    10027; source="lync.domain.com"; reason="Normal termination response from gateway after the call was established"; component="MediationServer"

    This is still true regardless if I enable Media Bypass on the Global Settings of the network configuration

    Any help resolving this issue greatly apprecited

    Alan






    Friday, July 6, 2012 1:51 PM

Answers

  • Issue resolved I had the wrong IP address set for the NAT address on the Edge server in the topology builder.

    I had the SIP external address set and not the AV external IP.

    Topology updated, checked edge for replication, rebooted edge server and all is now working.

    Thanks to all for their input.

    • Marked as answer by Alan McBurney Monday, August 27, 2012 10:59 PM
    Monday, August 27, 2012 10:59 PM

All replies

  • It sounds like there is a problem with the UM server talking to MRAS. You don't specifically say what version of Exchange you are using but based on the names you use it would seem to be Exchange 2010. I would suggest setting the SIPAccessServer parameter using the set-umserver cmdlet. For example:

    set-umserver -identity "exch2010um.domain.com" -sipaccessservice "internallyncedge.domain.com:5062"

    See if this helps.

    Friday, July 6, 2012 2:24 PM
  • Sorry yes its Exchange 2010 SP2 RU2

    Roles installed on UM are HT\UM

    There is no CAS in the UM site. CAS is in a separate subnet. LyncEdge can contact CAS server without issue.

    SIPAccessService has already been assigned and can be contacted from UM server.

    I was getting TLS errors until I replaced the cert but since errors have disappeared.
    UM Startup mode is TLS

    Friday, July 6, 2012 8:24 PM
  • Did you open the ports Stun/TCP 443 and UDP 3478 to the Exchange UM server?

    regards Holger Technical Specialist UC

    Saturday, July 7, 2012 11:31 AM
  • Yes ports are open.

    The message on the Edge server has now changed from

    ms-client-diagnostics: 52156;reason="Failed to start audio stream."

    and now displays

    ms-client-diagnostics: 21; reason="Call failed to establish due to a media connectivity failure where one endpoint is of unknown type";CallerMediaDebug="audio:ICEWarn=0x44003e0

    Voicemail is now working via PSTN. The only thing I did was to disable Refer support on the site trunk.

    Just need to get to the bottom of Voicemail failing when calls come though the edge

    Saturday, July 7, 2012 2:41 PM
  • It Looks like, there is a Problem with the candiate list in ICE message.

    Could you check in the log which candiates are offered in the candidate list and which route the Client try to use?

    It could be a DNS, Routing Problem.

    Have you setup the the Lync Edge for EUM to use the Edge authentication listening service on port 5062

    Set-UMServer ExchangeUMServer -SIPAccessService edgeinternal.domain.local:5062


    regards Holger Technical Specialist UC




    Saturday, July 7, 2012 4:03 PM
  • Hi Alan,

    Check for ICE candidates generated ,should have public ip listed.

    Saturday, July 7, 2012 4:37 PM
  • Hi,

    Please run the following cmdlets on Exchange Server:

    Set-UMServer ExchangeNetBiosName -SIPAccessService EdgeFQDN:5062

    Set-UMIPGateway -Identity 1:1 -port 5061


    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.

    Monday, July 9, 2012 8:28 AM
    Moderator
  • This issue is still ongoing.

    Set-UMServer and Set-UMIPGateway were some of the first things to be checked. They have the correct value.

    PSTN voicemail is now working but external SIP to voicemail still fails.

    The strang thing is that it only fails for federated users, If I'm using a company account externally over SIP I can connect to both my own voicemail and voicemail of others users.

    All the candidates are correct and below is a client trace which looks fine to me.


    Thursday, August 23, 2012 11:01 PM
  • Hi,

    PLease make sure you have write the A record of Exchange UM server in Edge server host file to let the edge server find the Exchange UM server and rules the calls to it.


    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.

    Friday, August 24, 2012 1:50 AM
    Moderator
  • I have entry for UM in the Edge Server host file

    As mentioned external users can access voicemail fine through edge it's just federated users that its failing for.

    If the edge couldn't find UM then it would be failing for all users which is not the case.

    I'm seeing the following in the SIP trace when it tries to connect to the UM server

    ms-client-diagnostics: 21; reason="Call failed to establish due to a media connectivity failure where one endpoint is of unknown type";CalleeMediaDebug="audio:ICEWarn=0x44003e0

    Friday, August 24, 2012 7:06 AM
  • Hi Alan,

    just few things,

    If a user is outside the company and he receives a call from PSTN while answering the call from home is he able to divert the call to voice mail

    if a user is outside the company and he receives a call from one of the user which is internal and then is he able to divert or transfer the call to voice mail

    if a two users are outside the company and one of them recieves the call from another user who is outside the company still is he able to transfer the call to voice mail

    you mean to say that when you receive a call from federated user and you want to transfer or divert it to voice mail then it doesnt work is that correct.

    have you look in to the Lync poster which shows ports needs to be opened with destination and source.


    If answer is helpful, please hit the green arrow on the left, or mark as answer. Salahuddin | Blogs:http://salahuddinkhatri.wordpress.com | MCITP Microsoft Lync

    Monday, August 27, 2012 10:52 AM
  • Issue resolved I had the wrong IP address set for the NAT address on the Edge server in the topology builder.

    I had the SIP external address set and not the AV external IP.

    Topology updated, checked edge for replication, rebooted edge server and all is now working.

    Thanks to all for their input.

    • Marked as answer by Alan McBurney Monday, August 27, 2012 10:59 PM
    Monday, August 27, 2012 10:59 PM