Exchange Unified Messaging 2010 SP1 Call Transfers to Communications Server 2007 R2 Users Must Have the Default Location Profile Defined


After upgrading to Exchange
Unified Messaging (UM) 2010 SP1, using the UM Auto Attendant for call
transfers may fail for Office Communications Server 2007 R2 dial plans. This
article tells you how to resolve this issue.

Author: Jigar Dani

Publication date: February 2011

Product version: Microsoft Office Communications Server 2007 R2

With
Microsoft Exchange Unified Messaging 2010 SP1, the call transfer to a phone extension
has improved by allowing Communications Server to decide how to route the call.

Prior
to Exchange UM 2010 SP1, Exchange UM sent the location profile that
Communications Server must use to transfer a call to an extension. This was indicated
in the Refer-To header in the REFER (the message used to transfer the call to
the extension).

REFER
sip:alice@contoso.com SIP/2.0

Via:
SIP/2.0/UDP test.contoso.com;branch=z9hG4bK2293940223

To:
<sip:alice@test.contoso.com>

From:
<sip: amit@test.contoso.com >;tag=193402342

Call-ID:
898234234@ test.contoso.com

CSeq: 123
REFER

Max-Forwards:
70

Refer-To:
clark@test.contoso.com;phone-context=test.contoso.com

Contact:
sip:amit@test.contoso.com

Content-Length:
0



The phone-context parameter in the Refer-To header indicates the location
profile that Communications Server should use. This information came from the
UM dial plan. The UM dial plan must have exactly the same name as the Communications
Server location profile. For details about this, see page 441 of the Office Communication Server 2007 R2 Resource
Kit
.

With
Exchange UM 2010 SP1, the location profile information is no longer relayed. In
the Refer-To header, you will now see the following:

REFER
sip:alice@contoso.com SIP/2.0

Via:
SIP/2.0/UDP test.contoso.com;branch=z9hG4bK2293940223

To:
<sip:alice@test.contoso.com>

From:
<sip: amit@test.contoso.com >;tag=193402342

Call-ID:
898234234@ test.contoso.com

CSeq: 123
REFER

Max-Forwards:
70

Refer-To:
clark@test.contoso.com;phone-context=user-default

Contact:
sip:amit@test.contoso.com

Content-Length:
0

The
Refer-To indicates that Communications Server is to use the default location
profile. This is how Exchange UM enables Communications Server to select the
best location profile to use. This requires that a default location profile be configured
in Communications Server.

When
troubleshooting this scenario, the following symptoms might indicate that the
location profile was not selected:

  • Exchange
    UM 2010 SP1 dial-by-extension does not work for the Communications Server dial
    plan.
  • Call
    transfer via key mappings in UM Auto Attendant to extensions, such as an operator,
    do not work.

Both
of these transfer the call to an extension in Communications Server. Without a
default location profile in place, Communications Server does not know how to
route the call to this extension.

However,
if users use the directory lookup in Auto Attendant to find the extension they
want to call, the call completes fine. Using the directory lookup works because
the call is made by using the SIP URI of the user and not the extension. Therefore,
the Refer-To header contains the SIP URI.

If
you are having one of the previously listed problems, use the Office
Communications Server 2007 R2 Logging Tool
to get the TranslationApplication component logs with all
flags while you are reproducing the issue. Search for the following entries:

TL_INFO(TF_COMPONENT)
[3] <TimeStamp>
(TranslationApplication,PhoneNumberTranslator.TranslateNumber:phonenumbertranslator.cs(250))(
0000000001794AAA )calledNumber=’126′

TL_WARN(TF_COMPONENT)
[3] <TimeStamp>
(TranslationApplication,PhoneNumberTranslator.GetProfileByName:phonenumbertranslator.cs(628))(
0000000001794AAA )Phone-context is user-default but
no user-level or pool-level default defined.

TL_WARN(TF_COMPONENT)
[3] <TimeStamp>
(TranslationApplication,PhoneNumberTranslator.TranslateNumber:phonenumbertranslator.cs(275))(
0000000001794AAA )Profile=’user-default’ not found (or invalid)

The
log entry, “Phone-context is user-default but no user-level or pool-level
default defined,” points to the fact that the incoming REFER has defined the
phone-context as user-default but there is no default context (location
profile) available.

You
can set this default location profile at the pool level in the Front End
Properties. You can set up
location profiles on the following levels:

  • Global level: Right-click Forest,
    click Properties, and then click Voice Properties. Click the Location Profile tab, and then
    configure the settings on that tab.
  • Pool level: Right-click the pool that you want to configure.
    Click Properties, click Front End properties, and then click
    the Voice tab. Configure the
    settings on that tab.

After
the correct location profile is selected, calls should route immediately using
that location profile.

Summary

In summary,
there are three pre-requisites for Communications Server integration with
Exchange UM 2010 SP1 that are important to keep in mind:

  1. Exchange
    UM 2010 SP1 works only with Communications Server 2007 R2.
  2. Communications
    Server 2007 R2 should have all the latest updates.
  3. The
    Communications Server pool should be defined with a default location profile.

Keywords: ocs, um, interop, location profile, user-default,
phone-context, Refer, Refer-To, cu5, unified messaging, exchange, call
transfer, key mapping

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Comments (1)
  1. Jigar Dani says:

    Thanks for posting this Dr. Rez

Comments are closed.