Jens Trier Rasmussen

The odd bit of information about Lync Server 2013, Lync 2010, Exchange 2013, SharePoint Server 2013, Exchange 2010 SP1, OCS 2007 R2, Exchange 2010 and OC 2007 R2

Missed Called Notifications

Missed Called Notifications

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As a user of OCS 2007 you have the ability to receive Missed Call Notifications. How the Missed Call Notification is generated depends on the configuration of the user in question. Let's examine the different options.

Enterprise Voice with Exchange 2007 SP1 Unified Messaging (UM)

As an Enterprise Voice enabled user with voice mail coming from Exchange 2007 SP1 UM you can receive Missed Call Notifications and Voice Mails in your Exchange 2007 mailbox, when someone has tried to call you from either Office Communicator 2007 (OC), Office Communicator 2007 Phone Edition (OCPE) or from the PSTN/PBX. The Missed Call Notifications and Voice Messages are generated by Exchange 2007 SP1 UM.

The Missed Call Notifications can be generated in two ways depending on the state of the call when the caller hangs up. The states, for a user online with OCS 2007 and without call forwarding active, are:

  1. OCS 2007 rings all registered end-points for the user
  2. After a user defined time-out the call is forwarded to Exchange 2007 SP1 UM
  3. Exchange 2007 SP1 UM connects the call and plays the greeting and ask the user to leave a voice mail
  4. The voice mail is recorded and sent

If the caller hangs up in state 1 or 2 the call is still under control by OCS 2007. OCS 2007 will process the hang up and send a SIP INFO message to Exchange 2007 SP1 UM and instruct it to send a Missed Call Notification message to the called user. The SIP INFO message contains information about who is calling and who is called. Exchange 2007 SP1 UM will do reverse number lookup in AD and the called user's Outlook Contacts and will generate the Missed Call Notification message.

If the caller hangs up in state 3 the call is under control by Exchange 2007 SP1 UM and Exchange 2007 SP1 UM will do reverse number lookup in AD and the called user's Outlook Contacts and will generate the Missed Call Notification message.

If the call is in state 4 the called user will only a receive a Voice Mail message and no Missed Called Notification.

If the user is offline or with call forwarding set directly to Voice Mail the call will be routed directly to Exchange 2007 SP1 UM and go to state 3 in the above list.

Enterprise Voice without Exchange 2007 SP1 UM or Remote Call Control

As an Enterprise Voice enabled user without voice mail or a Remote Call Control user you can receive Missed Call Notifications in your Exchange mailbox. The Missed Call Notification is generated by OC 2007 via MAPI. The Missed Call Notification is only generated when OC 2007 is running. Microsoft Outlook does not need to be running.

Enterprise Voice with PBX Integration

As an Enterprise Voice with PBX Integration enabled user the generation of Missed Called Notification is the responsibility of the PBX system. OCS 2007 and OC 2007 will not generate Missed Call Notifications.

Comments
  • Hi Jens,

    First of all Great blog covering different topologies!

    I had OCS-Exchange UM integration providing Enterprise Voice features to users, now we moved to RCC using Avaya AES for call routing. As part of cleanup i removed all UM component and uninstalled UM role from the server, however i have been reported that RCC enabled user still get 'Missed Call Notification' on search i get only 2 option (Outlook / UM Policy) but these both are not option for me anymore.

    How would i determine where these notifications are coming from? I strongly feel its Avaya but need to find out....

    Jens: I would look at the missed call notification message and see if it mentions who generated it somehow, maybe in the MAPI properties.

  • I looked at this message using MFC mapi and found below info

    PR_SENDER_NAME = +1 (123) 456-7890

    PR_SENDER_EMAIL_ADDRESS = tel:+11234567890

    PR_SENDER_ADDRTYPE = SMTP

    PR_MESSAGE_CLASS = IPM.Note.Microsoft.Missed.Voice

    Is there any specific place you would like me to check for details? Thanks!

    Jens: No, that was where I would look. If they were generated by UM or OC I would expect you could find text describing that. I've don't have other ideas.

  • Hi Jens, I don't agree with Microsoft point of view about the choice not generating Missed Call Notifications in Dual Forking (with or without RCC) scenario: users appreciate those notifications, but...

    It 's still the case in Lync Server 2010?

    Jens: Yes, I don't believe there is any chance in this in Lync 2010.

    Thank you

  • For the Nortel case (Dual Forking with RCC - Or RCC only), the user will get the missed call only with the scenario below:

    - Call reachs the user

    - Users does not answer the call

    - Call hears the user's greeting

    - User disconnect the call while hearing the greeting (not before and not after!)

    Only with this scenario you can get the Missed called generated by Exchange UM.

    Quang

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