Some PSTN calls not arrive at Lync 2013 user

Hi all,

I have a customer with a Lync 2013 on premiss environment. Users are Enterprise voice enabled and there is a interoute SIP trunk. Some users report that sometimes when they are called on there phone number the do not receive the calls.
When i check the Lync Monitoring reports a see the error message bellow.

==================

Session Information
  Pool FQDN: srv-xxxxx.xxxx.local Front end: SRV-xxxxx.xxx.local
  Invite time: 8/12/2013 3:00:13 PM Capture time: 8/12/2013 3:00:33 PM
  Response time: 8/12/2013 3:00:33 PM End time: 8/12/2013 3:00:33 PM
  From user: +312356xxxx@xxxx.xxxxx.com To user: +31884xxxx@xxxx.xxxxxxx.com
  From user agent: RTCC/5.0.0.0 MediationServer To user agent: InboundRouting/5.0.0.0
  Is From user internal Yes Is To user internal: Yes
  Is From user integrated with desk phone: No Is To user integrated with desk phone: No
  Session Priority Normal Is retried session: No
  Response code: 480 Diagnostic ID: 13001
Voip Information
  From phone number: +3123xxxxxx To phone number: +3188xxxxxx 
  From mediation server: srv-xxxxxx.xxx.local To mediation server:  
  From gateway: 84.233.xxx.xxx To gateway:  
  Disconnected by:      
Modalities
  Audio        

   Media Quality Report

 Diagnostic Reports
  Detail Report time Request Response Diagnostic ID Content type Reported by
 Detail 8/12/2013 3:00:13 PM INVITE 480 13001 multipart/alternative Server
 Detail 8/12/2013 3:00:33 PM INVITE 480 13001 application/sdp Client

 

13001; reason="The routing rules did not result in a suitable final response"; source="SRV-xxxxx.xxxx.LOCAL"; received="403"; appName="InboundRouting

InboundRouting

13004; reason="Request was proxied to one or more registered endpoints"; source="SRV-xxxxxx.xxx.LOCAL"; Count="3"; appName="InboundRouting"

InboundRouting

13005; reason="Request was proxied to one or more additional targets"; source="SRV-xxxxx.xxx.LOCAL"; appName="InboundRouting"

 ==========================

The time between the 2 alerts is exactlly 20 seconds, the default time for a disconnect when the call is not answered.
Anyone has an idea why the calls are not routed to the Lync user?

Best Regards,
Pascal Slijkerman

     
August 14th, 2013 9:15am

So sometimes it works ??

Presuming its enabled accordingly I'd suggest pulling logs using Search-CSClsLogging

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August 14th, 2013 10:57pm

According to the error, it seems that the Lync user signed in on multiple endpoints. You should check that.

Please also check the receivers phone number is not assigned to other user.

You can use the following blog to check who uses the specific number.

http://onlize.wordpress.com/2013/07/01/lync-add-user-error-filter-failed-to-return-unique-result/

Note: Microsoft is providing this information as a convenience to you. The sites are not controlled by Microsoft. Microsoft cannot make any representations regarding the quality, safety, or suitability of any software or information found there. Please make sure that you completely understand the risk before retrieving any suggestions from the above link.

August 15th, 2013 2:42am

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