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Unable to contact voicemail from external client RRS feed

  • Question

  • On our terminal servers I'm able to call voicemail from communicator (Calling voicemail => connected). However, on external clients when I try to call my voicemail I get Calling Voicemail, Connecting call... and after a couple of seconds Call is disconnected.

    I have no problem making voicecalls to internal clients from external. When I try to contact voicemail from an external client, these errors show up in the tracelog:

    08/24/2009|14:50:21.798 13CC:163C INFO  :: Data Received - <external edge ip>:443 (To Local Address: 192.168.111.111:51703) 809 bytes:
    08/24/2009|14:50:21.798 13CC:163C INFO :: SIP/2.0 488 Not Acceptable Here ms-user-logon-data: RemoteUser Via: SIP/2.0/TLS 192.168.111.111:51703;received=94.212.3.30;ms-received-port=51703;ms-received-cid=10800 Authentication-Info: NTLM rspauth="0100000000000000954E20D075631FF1", srand="A6C158BE", snum="26", opaque="3235A0DE", qop="auth", targetname="anocsfe101.asp.local", realm="SIP Communications Service" FROM: <sip:e.debeer@domain.nl>;tag=9c021c01e7;epid=dcfc0830a1 TO: <sip:e.debeer@domain.nl;opaque=app:voicemail>;tag=fd3c94c4f0;epid=B4CBCA5932 CSEQ: 2 INVITE CALL-ID: 4d46689e3a204137a10844ee906cd607 CONTENT-LENGTH: 0 SERVER: RTCC/3.0.0.0 ms-diagnostics: 1011;reason="Ms-Diagnostics header not provided by previous hop";source="anocsfe101.asp.local";Domain="domain.nl";PeerServer="anmailum101.asp.local"
    08/24/2009|14:50:21.798 13CC:163C INFO :: End of Data Received - <external edge ip>:443 (To Local Address: 192.168.111.111:51703) 809 bytes
    08/24/2009|14:50:21.825 13CC:163C INFO :: Data Received - <external edge ip>:443 (To Local Address: 192.168.111.111:51703) 813 bytes:
    08/24/2009|14:50:21.825 13CC:163C INFO :: SIP/2.0 400 Bad Request ms-user-logon-data: RemoteUser Via: SIP/2.0/TLS 192.168.111.111:51703;received=94.212.3.30;ms-received-port=51703;ms-received-cid=10800 Authentication-Info: NTLM rspauth="0100000000000000A1C1A83D75631FF1", srand="CC7901B8", snum="28", opaque="3235A0DE", qop="auth", targetname="anocsfe101.asp.local", realm="SIP Communications Service" FROM: "Beer, Erwin de"<sip:e.debeer@domain.nl>;tag=cbda4d1490;epid=dcfc0830a1 TO: <sip:ocspool01.asp.local@domain.nl;gruu;opaque=srvr:QoS:ncFcSL-KeEKD2mmh0U1a2gAA>;tag=77b01892 CSEQ: 1 SERVICE CALL-ID: ccbd2526bc4a4c949e6aac9a83693a5d CONTENT-LENGTH: 0 SERVER: RTCC/3.5.0.0 ms-diagnostics: 11002;source="anocsfe101.asp.local";reason="The metrics report contains one or more invalid values";component="QoE Monitoring Server"
    08/24/2009|14:50:21.825 13CC:163C INFO :: End of Data Received - <external edge ip>:443 (To Local Address: 192.168.111.111:51703) 813 bytes
    What could be the problem?
    Monday, August 24, 2009 1:46 PM

Answers

All replies

  • What service pack level is/are your Exchange servers?
    - Belgian Unified Communications Community : http://www.pro-exchange.be -
    Monday, August 24, 2009 2:13 PM
  • Do you have the A/V edge role configured?  Are you able to make other communicator calls from outside the network?
    Mark King | C/D/H | MCTS:OCS | MCSE: Messaging | MCITP:Enterprise Administrator | CCNA
    Monday, August 24, 2009 6:31 PM
  • Our Exchange servers are at 2007 Sp1 Rollup 9.

    We have the AV edge server configured and running. All other functionality seems to be working fine. I'm able to establish av calls from external to external, external to internal and vice versa and internal to internal.
    Monday, August 24, 2009 6:51 PM
  • What is the security configuration on your Exchange SIP Gateway?  Is your Exchange UM configured with a certificate?  You can get this by running get-exchangecertificate in the EMS and see if your services listed have a U.  If so, is the certificate chain trusted on your front end server? 

    If communicator calls are working and internally OCS - Exchange calls are working then I would expect to see external calls to UM work since the call path is:
    External client - A/V Edge Server - Front End Server - Exchange Server

    Do you see any event log errors on the Exchange server related to UM?
    Mark King | C/D/H | MCTS:OCS | MCSE: Messaging | MCITP:Enterprise Administrator | CCNA
    Monday, August 24, 2009 6:55 PM
  • Yes certificates are installed and working. We use internal certificates for these servers and the chain is trusted. Had some problems with UM picking the wrong certificate, but that's resolved now.

    Now the event log of the UM server is clean, besides an expected warning about the multipart/alternative content type header of the SIP INVITE every time I call voicemail (evt ID 32768). But I read this is expected behaviour and nothing to worry about.

    There are also no errors on the FE and EDGE.
    Monday, August 24, 2009 7:10 PM
  • I'm having the same exact issue with my installation. I also ran into the same certificate problem with the UM picking the wrong one, but got this fixed.

    Everything seems to be working correctly except for two issues, both working from inside the network:

    1. Voicemail from external client

    2. Share screen from external client

    I think both are related.

    I do have some OCS Protocol Stack errors in the EDGE event log that I need to look at.

    I'm getting some help from a specialist tomorrow, I'll let you know what we find.

    Wednesday, August 26, 2009 3:34 AM
  • Can you post a snooper trace of the call or the sipstack trace?
    Mark King | C/D/H | MCTS:OCS | MCSE: Messaging | MCITP:Enterprise Administrator | CCNA
    Wednesday, August 26, 2009 2:25 PM
  • Maybe your Exchange server does not trust the EDGE certificate issuer
    or
    The EDGE Server does not trust the Exchange UM Certificate issuer
    - Belgian Unified Communications Community : http://www.pro-exchange.be -
    Wednesday, August 26, 2009 3:35 PM
  • Can you post a snooper trace of the call or the sipstack trace?
    Mark King | C/D/H | MCTS:OCS | MCSE: Messaging | MCITP:Enterprise Administrator | CCNA

    Do you mean the Communicator-uccapi-0.uccapilog ? Or logging from an OCS server?
    Wednesday, August 26, 2009 4:12 PM
  • Maybe your Exchange server does not trust the EDGE certificate issuer
    or
    The EDGE Server does not trust the Exchange UM Certificate issuer
    - Belgian Unified Communications Community : http://www.pro-exchange.be -
    Do the edge and UM server have direct contact? I thought all traffic was handled through the front edge? But in any case they both have certificates signed by the same CA.
    Wednesday, August 26, 2009 4:15 PM
  • Can you make external calls at all (not involving UM)?
    ______________________________ MCITP: EA, MCTS: OCS, MCSE, CCA: NetScaler Long View Systems (www.lvs1.com) Infrastructure Architect
    Wednesday, August 26, 2009 9:12 PM
  • Can you make external calls at all (not involving UM)?
    ______________________________ MCITP: EA, MCTS: OCS, MCSE, CCA: NetScaler Long View Systems (www.lvs1.com) Infrastructure Architect
    Yes, no problem. External to external and external to internal
    Wednesday, August 26, 2009 9:13 PM
  • Can you do a snooper trace from the OCS server please. Enable S4, SIPSTACK....and make sure "All" and "All Flags" are turned on for both.

    Send me the output at v-jassha@microsoft.com
    Jason C. Shave ______________________________ MCITP: EA, MCTS: OCS, MCSE, CCA: NetScaler Long View Systems (www.lvs1.com) Infrastructure Architect
    Wednesday, August 26, 2009 9:16 PM
  • Have you checked to make sure the Exchange server is a trusted server in the edge server configuration?
    Mitch Roberson |MCITP:Enterprise Server Admin, Messaging |MCTS:OCS with Voice Achievement |MCT
    Wednesday, August 26, 2009 10:30 PM
  • Have you checked to make sure the Exchange server is a trusted server in the edge server configuration?
    Mitch Roberson |MCITP:Enterprise Server Admin, Messaging |MCTS:OCS with Voice Achievement |MCT
    hi Mitch, No I haven't. I did not come across that step in the deployment guide. Does the edge server ever contact UM directly or vice versa?

    PS I sent the trace to your email Jason.
    Wednesday, August 26, 2009 10:32 PM
  • Yes Exchange UM and EDGE talk directly to each other (but does not need to be in authorized servers tab)
    Front-End almost never talks to EDGE server only during conferences
    Most Audio conversations are between 2 people and those are peer to peer (EDGE might be in between) but never goes through Front-End unless it's a conference (assuming that Front-End hosts the MCU)
    - Belgian Unified Communications Community : http://www.pro-exchange.be -
    Thursday, August 27, 2009 10:40 AM
  • Good info Deli pro I had been told by MSPSS that any server that makes connection with the edge will need to be in the authorized tab. So that is good to know it is not required for the UM server. I will change some of my deployments and do some testing.

    Thanks.
    Mitch Roberson |MCITP:Enterprise Server Admin, Messaging |MCTS:OCS with Voice Achievement |MCT
    Thursday, August 27, 2009 12:36 PM
  • Can you please email me screenshots of your Exchange dial plan. I want to verify your dial plan type (SIP URI) and security. Also can you send me a screenshot of your location profile in OCS.

    Before you do this, is your location profile named "<something>.asp.local"?
    Jason C. Shave | Microsoft UC V-TSP | MCITP: EA, MCTS: OCS, MCSE, CCA: NetScaler | Long View Systems (www.lvs1.com)
    Friday, August 28, 2009 4:03 PM
  • Can you please email me screenshots of your Exchange dial plan. I want to verify your dial plan type (SIP URI) and security. Also can you send me a screenshot of your location profile in OCS.

    Before you do this, is your location profile named "<something>.asp.local"?
    Jason C. Shave | Microsoft UC V-TSP | MCITP: EA, MCTS: OCS, MCSE, CCA: NetScaler | Long View Systems (www.lvs1.com)
    Ok I will make some screenshots later today or tomorrow. My dial plan name is dialplan2.asp.local

    edit: PS screenshots have been mailed
    • Edited by ®win Friday, August 28, 2009 5:31 PM addition
    Friday, August 28, 2009 5:01 PM
  • I got my issues resolved.

    I found this post which helped me check my setup as I'm doing NATing:
    http://blogs.technet.com/rickva/archive/2009/04/03/Configuring-A_2F00_V-Edge-Service-for-NAT.aspx

    I went thru and checked all my certificates and IP/Firewall settings.

    John

    Sunday, August 30, 2009 3:21 PM
  • Unfortunately this is not applicable for me and this forum post, my edge server has external routable ip addresses. Not sure why it is marked as answer.
    Monday, August 31, 2009 10:48 AM
  • I agree Erwin. This thread was somewhat hijacked.

    I've reviewed the logs and have a few more questions for you. Can you tell me the name of your contact object for Exchange's Subscriber Access ID? I need to know the SIP URI you've used. I see an invite to an object which matches your UM dial plan. What I'm wondering here is if we have a conflict where the contact object's SIP URI is the same as your dial plan's name. If they are the same could you please modify the contact object's SIP URI (since it's the easiest to change) and test it again.

    When you test it again could you perform another capture on the OCS server and send it to me please?

    Thank you!
    Jason C. Shave | Microsoft UC V-TSP | MCITP: EA, MCTS: OCS, MCSE, CCA: NetScaler | Long View Systems (www.lvs1.com)
    Monday, August 31, 2009 5:03 PM
  • One more thing before I forget. Is your "asp.local" domain listed on the Domains section of the "INTERNAL" tab on your Edge server?

    You should have multiple domains listed there...."asp.local" and probably "applicationnet.nl" for A/V authentication to work properly.
    Jason C. Shave | Microsoft UC V-TSP | MCITP: EA, MCTS: OCS, MCSE, CCA: NetScaler | Long View Systems (www.lvs1.com)
    Monday, August 31, 2009 5:09 PM
  • Hi Erwin, as we discussed in email, you will need to create a contact object in AD for Subscriber Access (Outlook Voice Access). When you create the object you should have access to voicemail.


    Jason C. Shave | Microsoft UC V-TSP | MCITP:EA, MCTS:OCS Configuring/Voice, MCSE, CCA:MPS/NetScaler 8.0 | http://jasonshave.blogspot.com
    Wednesday, September 2, 2009 1:52 PM
  • Jason, I was already able to access voicemail, but only from machines in the same domain as the OCS servers. Only calls to voicemail from outside (via the edge) failed to contact voicemail. So could this really be it?

    Just to be sure I have created the SA entry in OCSUMUTIL.exe, but this seems to make no difference. Calls to voicemail still fail from external clients and still work from inside clients.

    Wednesday, September 2, 2009 2:05 PM
  • I just recreated the entire UM setup, dialplan, location profile, UM Mailbox policy, SA contact in OCS, etc. Unfortunately with the exact same result. Voicemail works from internal communicator clients, but not from remote-external clients. It calls voicemail "Calling Voice Mail ..." and makes a ringing sound. Next it tries to connect the call, I presume it tries a SIP connect and displays "Connecting call...". But then after a couple of seconds I get "Call was disconnected".

    I see no errors in the event logs on neither the OCS FE nor the EDGE or UM server.

    I´m not exactly sure how communication should run in case of an external voicemail call, but if the UM server should be able to directly connect to the EDGE server, this could be the problem as I have no firewall rules in place for this. In my firewall logs I don't see any connection attempts between these two.

    Is a direct connection is required like Deli Pro/Exchange says or does all traffic run through the FE like Mark A King says in his reply?

    If the first is true, how do both EDGE and UM know how to reach each other?
    Wednesday, September 2, 2009 5:59 PM
  • I finally found the problem. On ISA I opened tcp port 5062 from my UM server to the internal edge IP and now voicemail connects and I hear exchange.

    Everyone thanks for thinking with me!
    • Marked as answer by ®win Wednesday, September 2, 2009 6:52 PM
    Wednesday, September 2, 2009 6:51 PM