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I have been helping a client set up Skype for Business Online Call Queues. This morning, they told me they were able to call the service number associated with a queue and hear the greeting, but none of the agents in the queue received the call. Normally, this just works. I logged into their tenant and didn't see anything suspicious in their queue or group setup. Also, all the users in a queue they were testing with had Cloud PBX licenses applied. What's going on? 😕 I was grasping for straws, but I decided to check the 'external communications' settings on the tenant. I noticed the client was whitelisting companies to federate with, but they did not include their own domain. Should you have to allow your own domain? Well, if you're whitelisting domains on your tenant, turns out the answer is 'yes' (you'll also need to allow Microsoft as well). In the Skype for Business Admin Panel on your tenant click 'organization' then 'external co...
I had Skype for Busiess EV customer contact me saying one of their call center agents couldn't call a delear in Guatemala (For reference, the customer has multiple dealrs throughout Centeral America.). I knew the customer has international dialing capabilities through their PSTN Carrier, so not being able to call one country in Central America seemed odd to me. Why was their PSTN Carrier singling out Guatemala? I started troubleshooting by making sure the user with the failed calls was EV enabled and also had a voice policy in Skype for Business that allowed for international calls. (Yes, I know, it seems kinda basic, but I prefer to start with the easy things and work my way up.) Upon investigation, the user was EV enabled and setup properly in Skype for Buisnesss to allow for international dialing. I asked if other international calls were working and the user said 'yes'. The problem didn't appear to be in Skype for Business. I also had another user confirm that t...
I've had multiple clients approach me with the same scenario in Skype for Business/Lync 2013: <NAME> in <DEPARTMENT> wants to change the caller id for their individual DID or extension to a different number. For clients that have a Sonus 1k/2k SBC, this is very easy to do. Transformation rules on the Sonus 1k/2k SBC allow for manipulating the 'Calling Party Address/Number' field. The 'Calling Party' is who initiates the call. If we change the calling party from the users number to the number they want, that addresses their issue. First, we create a transformation rule. Below are examples for both an e164 number and an extension: Extenstion Example E164 Example Lastly, we'll also need to include a 'catch all' rule. The 'catch all' rule catches any other number and passes it through without manipulation. Below is an example: Catch All Example After our rules are created, we'll need to make sure they are order...
A customer contacted me with an inbound call issue. Inbound calls were taking at least 30 seconds to connect, and some would not connect at all. While I've experienced call delays before, the root cause was different each time I investigated. Since the issue was happening so frequently, I took a SIP trace from their Audio Codes Gateway. I noticed the following pattern in the SIP trace: INVITE SIP 183 INVITE SIP 183 CANCEL 200 OK If everything was working correctly, *I should* see the SIP 183 answered with a '200 OK' rather than an additional SIP 183. My initial thought was, "Why isn't the carrier answering my 183 message?" I spoke with an engineer from the carrier (AT&T) and he provided logs from his end showing they were, in fact, answering my SIP 183. The customer side, however, was not sending the SIP 200 back to them. What's going on here? The carrier's log proved they weren't causing the problem. The other time I've exper...
