Unified Messaging

Lync Issue – Deskphone Answers When Delegate Picks Up Call Via Headset

Hi,

Sorry I couldn’t make that headline any shorter! This issue was bugging us for a while, and finally found the answer.

 

Scenario:

Lync 2010 with Enterprise Voice. User A sets up User B as a Delegate for calls, and sets their phone to forward or simultaneously ring to User B via the Delegates option as per this screenshot:

delegates

User B has both a Lync desk phone tethered to their computer via USB, and a headset plugged into their computer. User B answers the call either by clicking on the incoming call toast, or pressing their headset button. Even though their Lync client is set to use the headset as the default device, the desk phone answers the call in speaker mode.

Resolution:

This seems rather weird, especially if you call User B direct they can answer the call straight to their headset. We spent quite some time testing this, trying different options, upgrading firmware, uninstalling/reinstalling anything we could think of until finally I found this technet post: http://social.technet.microsoft.com/Forums/lync/en-US/6e1f9d63-a403-4589-868f-1bd6a1a5e440/lync-delegate-bug?prof=required – scroll down to the last post by William Curley which has this exact problem.

The annoying part is that he claims that Microsoft classify this scenario as a ‘not supported scenario’. The best fix for this is to use Team-Call Group instead of Delegate, but you do lose the ability for Delegates to manage User A’s calls and make meetings on their behalf. This apparently applies to Lync 2013 also, but I don’t have that running to verify.

Lync also won’t like it if you set User A and User B to be delegates for each other, weird things start happening with who’s voicemail the call goes to.

The safest suggestion I have is to just avoid the Delegate option altogether if you use Lync with Enterprise Voice.

I hope this information saves someone a lot of time!

Update 17/10/2013: It looks like Microsoft have released a patch to fix this. http://support.microsoft.com/kb/2889646/en-au has the long title of “PSTN call is routed to an Aries telephone in speaker mode when a delegate answers the call in Lync 2010 by using a USB headset” which fits this exact scenario. It’s a part of the cumulative update for Lync 2010 October 2013 which is available for download, but not in the update catalogue for WSUS servers yet.

Exchange 2010 Unified Messaging – Unrecognised Voicemail Extension

Hi,

I had an issue where a particular user’s voicemail on Exchange 2010 wasn’t working. When they called the voicemail number, they were asked “To access your mailbox, please enter the extension” rather than being greeted with their name and messages. The user was on Lync 2010, and Unified Messaging was enabled on their account with the matching extension number. Also, when dialing voicemail and trying to enter the extension number just met the message ‘XXX isn’t a valid mailbox’.

Disabling and re-enabling Unified Messaging made no difference. I was rather confident this was an Exchange/Unified Messaging issue, so I had the idea of checking ADSI edit to see if UM was properly enabled.

Checking the attribute “msExchUMEnabledFlags” found the issue. When a user has UM enabled, the value of this field should be 831, or 830 when disabled. I’ve come across this issue before, where it’s the wrong value and needs to be changed, but this was the first time I’d come across it as being 832.

Never a good sign when you google something, and you get zero results:

exchange

Changing the Attribute value back to 831 instantly fixed the issue, didn’t even require disabling and re-enabling Unified Messaging. If all else fails, change the value back to 830, refresh your Exchange Management Console and the user should show as being disabled for Unified Messaging, then re-enable as you normally would.

Hope this helps anyone else who comes across a similar issue.