Good Morning/Evening all,

I currently have MS Lync 2010 4.0.7577 installed, everything is working perfectly for most people.

Certain people will use the Lync search feature to find a contact, when that contact is located they attempt to use the telephone function but it dosent work, the telephone number is now shown in their information.

But for example, when that end users colleague searches for that same person, they are able to find view and telephone that same person.

We currently use a Cisco CM server, I'm not sure where to start with this, i have done AD syncs on the cisco server and this still hasnt resolve the issue.

Any input would be greatly appreciated.

Thanks,

Hassan.

Address Book services generates files stored on the file share, from where clients downloads it. It is not possible that "some people see numbers, some does not" assuming Address book was generated correctly.

Must probably the phone numbers in AD are not in format which the built in rules can process. As for why some people see phone numbers... those probably have the colleague in Outlook contact list.

You should use "Company_Phone_Number_Normalization_Rules.txt" file to normalize the phone numbers from AD.

Can you post an example of your AD phone numbers format? For example: +x (xxx) xxx-xxxx or xxx-xxx-xxxx or... ?

.

Drago

Please check the Lync user that cant use the phone function is enterprise voice enabled.

If the user is enterprise voice enabled, please sign in the Lync user that cant use the phone function on the computer on which other Lync users work correctly to check if the issue still happens.

You can try to temporarily set the Lync contact search to WebQuery instead of address book download (http://blog.schertz.name/2010/11/forcing-lync-address-book-web-query/). Maybe some clients are using a stale address book or its not updating for some reason. Also make sure no changes were done using ABSConfig.exe.

Good Morning Drago,

When 2 of my colleagues search for the user, they find that user fine, they can also see the 'Work Telephone' but they cant see the 'Other' field populated. When myself and another colleague carry out the same search we can see both the 'Work Telephone' and the 'Other' field populated.

We use AD attribute editor to add in these telephone numbers, the users that are affected are setup in exactly the same way as the unaffected ones. (For example my account vs my colleagues affected account is an exact mirror as we work on the same team).

format is below - 12345 123456 x1234

Thanks

Hassan.

Good Morning Lisa,

The affected user can use the phone function - they just cant see the users extension number in the 'Other' field, where as I can.

Below is a screenshot of what I see, a known working user when searching for a contact :

As you can see there is the number 2905 in the 'other' field, when I search for the very same user on my colleagues PC I get the below result:

 As you can see the 'Other' does not exist

Any help is greatly appreciated.

Hassan

Good Morning Lisa,

Do you have any suggestions on this ?

Any help would be greatly appreciated.

Thanks,

Hassan.

Try checking for numbers that failed to normalize using this:

Debug-CsAddressBookReplication -VerifyNormalization -PoolFqdn XXXX

See the 'Indexed Object Count','Objects not indexed that should be','Abandoned Objec

Hi Marius,

When trying to run the command I get the 'The term 'Debug-CsAddressBookReplication' is not recognized as the name of a cmdlet, function, script file, or operable program. Check the spelling of the name, or if a path was included, verify that the path is correct and try again.'

I am right in thinking this is to be used in the Lync Management Shell ?

Thanks,

Hassan.

Sorry, my mistake this cmdlet has been added to Lync 2013. We are using both Lync 2013 and 2010 that is why I got confused.

http://blogs.msdn.com/b/jcalev/archive/2012/10/10/debugging-address-book-issues-with-debug-csaddressbookreplication.aspx

Check the Invalid Phone Numbers file (hopefully its the same for 2010), the path is in the Lync shared folder you configured, here is an example:

\\yourServer\LyncShare\1-WebServices-5\ABFiles\00000000-0000-0000-0000-000000000000\00000000-0000-0000-0000-000000000000\Invalid_AD_Phone_Numbers.txt

Make sure the user is not showing information from a stale Address Book Cache, that I why I recommend flushing the AB on the client (unless you are using WebQuery mode Instead of AB Download).

If the fresh AB is downloaded and still the issue occurs then you may have use the ABSConfig.exe tool to edit what attributes from AD to show in the Lync Contact Card. Phone numbers should be pulled from AD not a DB in Lync and the replication service should show if some numbers could not be normalized.

Hi Marius,

Thanks for the info, I've looked at the invalid telephone numbers text file but the affected user is not present.

To clarify though, I can see the users telephone number and extension fine, its only select members of staff who cant.

If there is a problem with the AD details then surely this would affect all users ?

Thanks a lot,

Hassan.

Then it seems like those select members might have a stale address book.

On the affected users not seeing the updates try this:

 
For the Lync 2010 client:

STEP 1
Execute the  following command in CMD prompt - running with an administrator account for the PC, or right-click Run As Administrator if you have User Account Control enabled:
reg add HKLM\Software\Policies\Microsoft\Communicator /v GalDownloadInitialDelay /t REG_DWORD /d 0 /f

STEP 2
Go to location where the Lync profile is in C drive of the PC:
Ask the user to exit (not just sign out) Lync , then to delete the folders from that location, and then to re-login in Lync again. Path in 2010 C:\Users\User\AppData\Local\Microsoft\Communicator
In this way the SIP profile is recreated and the connection to Address Book rebuild.

For the Lync 2013 client:

STEP 1
Execute the  following command in CMD prompt - running with an administrator account for the PC, or right-click Run As Administrator if you have User Account Control enabled:
reg add HKLM\Software\Policies\Microsoft\Office\15.0\Lync /v GalDownloadInitialDelay /t REG_DWORD /d 0 /f

STEP 2
Exit Lync and clear the client cache.

Delete the folder sip_username@domain.com from %userprofile%\appdata\Local\Microsoft\Office\15.0\Lync .

Check inside the sip_username@domain.com that that the two files (GalContacts.db and GalContacts.db.idx) are created (takes about 15 seconds).

Let me know if it works.

Morning Marius,

I found that reg key add on another forum :

http://blog.schertz.name/2010/09/updating-the-lync-2010-address-book/

I've managed to get this working without problem now I took the following steps (Thanks largely to you).

1. Exit MS Lync fully

2. Carry out the reg add with elevated admin permissions.

3. Locate the entire SIP folder in the location above and delete the sip folder entirely. (Deleting the address book by itself simply didn't work).

4. Load up MS Lync and find the contact and you should see the information fully updated.

Many thanks to all who replied.

Hassan.

• Marked as answer by MisterSan Thursday, January 09, 2014 10:31 AM
• Unmarked as answer by MisterSan Thursday, January 09, 2014 10:57 AM

Morning Marius,

I found that reg key add on another forum :

http://blog.schertz.name/2010/09/updating-the-lync-2010-address-book/

I've managed to get this working without problem now I took the following steps (Thanks largely to you).

1. Exit MS Lync fully

2. Carry out the reg add with elevated admin permissions.

3. Locate the entire SIP folder in the location above and delete the sip folder entirely. (Deleting the address book by itself simply didn't work).

4. Load up MS Lync and find the contact and you should see the information fully updated.

Many thanks to all who replied.

Hassan.

• Marked as answer by MisterSan Thursday, January 09, 2014 10:31 AM
• Unmarked as answer by MisterSan Thursday, January 09, 2014 10:57 AM

Morning Marius,

I found that reg key add on another forum :

http://blog.schertz.name/2010/09/updating-the-lync-2010-address-book/

I've managed to get this working without problem now I took the following steps (Thanks largely to you).

1. Exit MS Lync fully

2. Carry out the reg add with elevated admin permissions.

3. Locate the entire SIP folder in the location above and delete the sip folder entirely. (Deleting the address book by itself simply didn't work).

4. Load up MS Lync and find the contact and you should see the information fully updated.

Many thanks to all who replied.

Hassan.

• Marked as answer by MisterSan Thursday, January 09, 2014 10:31 AM
• Unmarked as answer by MisterSan Thursday, January 09, 2014 10:57 AM

Hi MisterSan,

I'm glad you were able to resolve the issue!

Thank you,

Marius

Spoke to soon Marius!

So ive applied the fix, all is well, I reboot the users PC and bang! we are back to missing numbers again!

Any ideas?

Thanks,

Hassan.

It looks its clear the issue is on the local client and not on the serve.

Try the following test. Create a new Client policy using the following example:

New-CsClientPolicy -Identity 'TestWebSearch' -AddressBookAvailability 'WebSearchOnly'

Grant-CsClientPolicy -PolicyName 'TestWebSearch' -Identity 'user@domain.com'

*user@domain.com is one of the affected users.

Exit lync, go to the user profile cache and delete it. Once the user logs on the folder is recreated. wait for a maximum of 1 minute and make sure there are no GalContacts.db and GalContacts.db.idx files there. This means that the client will request the server for Contact information instead of looking into the local AB files.

Also check in the affected users Outlook, in Contacts. The lync client aggregates contact information from Outlook contacts, Exchange GAL and Lync Server.

If certain attributes are the same it should consolidate the information and display it in the contact information. Check that the affected user, has in Contacts the information that contains the field you want to see.

Your problem is related with Synchronization.

These Lync accounts that cant see the other field seems have problem to download address book updates.

Please check if these user still have the problem when you sign in on another computer with these problem Lync account.

If this issue is related with the computer, then that may be caused by the traffic to download address book update is blocked. You can use the network monitor to collect the trace file for further troubleshooting.

If your problem is related Lync account, please run the command Test-CsAddressBookService to test the ability of Lync account to access the server that hosts the Address Book Download Web service.

Morning Lisa,

I have just asked an affected user to try another PC and the issue follows them, We do use roaming profiles on our domain, does the SIP come across VIA roaming profile too ?

Also, where do I run the Test-CsAddressBookService command? I'm on Lync 2010 and have power shell installed but its not recognized, or do I run this on the server itself (Bit of a novice when it comes to PS).

Many thanks for your time and effort.

Hassan.