We are running Lync 2013 FE Standard Edition, Exchange 2010 SP3 and Lync 2013 Client.

If I search the GAL for a user with an email address and phone number, the result displays fine however the icon is a picture of a phone and not a person. View contact card displays fine but when I add to favourites, the contact changes to a phone number. When I then view contact card, nothing else is shown except the phone number.

I get mixed results when adding Exchange Outlook Contacts. When I search for contacts, all is displayed in their contact card however if I add to favourites the following happens.

1 user with just a phone number - add to favourites, icon displays as a phone in Lync client, contact displays as name, sign out and in, contact now shows as phone number

2  user with email address and phone number - add to favourites - icon displays as a person in Lync client, contact displays as the persons name but contact card displays email address and no phone number, sign in and out, contact name changes to email address.

Any ideas? I have tested turning off download address book with web search only. I have deleted my local Lync profile and recreated and also recreated and rebuild the address book.

We are moving to Exchange 2013 and hope Unified Contact Store may fix this.

Any ideas? I have attached screen shots of adding a favourite from the GAL.

Hi,

Please check that Address Book Service is correctly normalizing the users AD number into their extensions, and then re-run the cmdlet in Lync Server Management Shell: Update-CsAddressBook.

Please also verify AD and make sure that same phone number isnt assigned to multiple users. If so, please remove them and wait for Lync address book update.

More details:

https://social.technet.microsoft.com/Forums/lync/en-US/a2b21864-9576-4e85-a454-521f3cf06d01/phone-icon-is-showing-in-lync-contact

Best Regards,
Eason Huang

Thanks Eason,

We had one user listed in Invalid_AD_Phone_Numbers.txt but that's because they had too many numbers in their telephone number field. This has since been resolved.

I can confirm we have no duplicate numbers. We have a number for each user listed in their Line URI and in the Telephone Number attribute on their user account.

Company_Phone_Number_Normalization_Rules.txt has

^\d{1}(\d{9})$
+61$1

^([2-9]\d{7})
+612$1

Update-CsUserDatabase does produce the following event error 21054 but believe this is expected. Debug-CsAddressBookReplication shows no errors and understand "if the cmdlet reports that there are no unindexed or abandoned objects, the error event 21054 can be safely ignored."

Users are not indexed in the database that should be.

Expected indexed user count: 0
Actual indexed user count: 248
Cause: User replication issue.
Resolution:
Run Update-CsAddressBook to synchronize all accounts.

Update-CsAddressBook

Synchronization Pass Summary.

Sync pass completed with 248 contacts processed
Number of separate AD partitions: 1
Number of valid contacts: 248
Number of empty contacts: 0
Number of invalid contacts: 0
Number of cached photos deleted: 124
Number of stale OC files deleted: 30
Number of OC full files written: 1 with 248 total contacts
Number of OC delta files written: 58 with a total of 400 new/updated contacts and 92 deleted contacts.
Number of OC bytes written: 259,252 compressed to 116,486 bytes on disk.
Number of stale device files deleted: 59
Number of device full files written: 1 with 29 total contacts
Number of device delta files written: 204 with a total of 148 new/updated contacts and 46 deleted contacts.
Number of device bytes written: 60,585 compressed to 39,252 bytes on disk.

If address-book and normalisation was the problem, how come it shows the contact card to be ok initially, its when the contact is added to favorites that it displays differently.

Eason,

Further to your comment, we di use extension dialling as follows

starts with 5, 3 digits long, prepend +61249497
^(5\d{2})
+61249497$1

starts with 8, 3 digits long, prepend +61249496
^(8\d{2})
+61249496$1

we also have Internal extension ticked