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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
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.
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
<sip: firstname.lastname@example.org >;tag=193402342
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
Exchange UM 2010 SP1, the location profile information is no longer relayed. In
the Refer-To header, you will now see the following:
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.
troubleshooting this scenario, the following symptoms might indicate that the
location profile was not selected:
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.
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.
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:
0000000001794AAA )Phone-context is user-default but
no user-level or pool-level default defined.
0000000001794AAA )Profile='user-default' not found (or invalid)
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
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:
the correct location profile is selected, calls should route immediately using
that location profile.
there are three pre-requisites for Communications Server integration with
Exchange UM 2010 SP1 that are important to keep in mind:
Keywords: ocs, um, interop, location profile, user-default,
phone-context, Refer, Refer-To, cu5, unified messaging, exchange, call
transfer, key mapping