Exchange Online Unified Messaging Diagnostic Tools

IT Professional & Customer Service Desk Handbook

Exchange Online UM Diagnostic Tools HandbookOffice 365 dedicated & ITAR-support plansRevised: August 10, 2012© 2012 Microsoft Corporation. All rights reserved.

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About this handbook 4Telephony call flow and voice mail processing overview 5Troubleshooting Resources 6

Support Articles 6Lync Server, UM, & network connectivity tests 6

Test-ExchangeUMCallFlow Overview & Resources 6Unified Messaging Troubleshooting Tool (Microsoft Download Center).................................................................................6

Test-ExchangeUMCallFlow (Microsoft TechNet)......................................................................................................................6

Testing Call Flow with the Exchange 2010 UM Troubleshooting Tool (Microsoft TechNet).....................................................6

Test-ExchangeUMCallFlow Execution 7

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About this handbookMicrosoft offers techniques and tools as resources to resolve Unified Messaging (UM) technical issues that may arise involving the UM functionality provided by the dedicated or ITAR-support plans of Office 365 for enterprises (referred to as O365-D/ITAR within the balance of this document) along with a Lync configuration involving either Lync Server 2010 within a customer premises environment or Lync Online.

The remaining sections of this handbook describe (1) an overview of the key components of a Lync Server 2010 and Exchange Online UM environment, (2) the protocol followed by the Lync Server to route unanswered calls for an Enterprise Voice Lync user, accept voice mail messages, and retrieve voice mail messages, and (3) troubleshooting resources available for a customer including the use of the Test-ExchangeUMCallFlow tool to troubleshoot call flow and UM call processing.

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Important: Since most support issues involving Lync infrastructure and the UM functionality of Office 365 tend to be due to incorrect Lync Server 2010 configuration settings (on-premises implementation), incorrect Lync client UM enablement settings, or network connectivity issues outside the scope of support provided by Microsoft, customers are encouraged to use the Test-ExchangeUMCallFlow tool provided by Microsoft to eliminate issues that cannot be resolved by Microsoft Online Service Support. The tool is available as a convenience to O365-D/ITAR customers without warranty, expressed or implied.

Telephony call flow and voice mail processing overviewThe diagram below provides an overview of telephony call flow and voice mail processing within an environment that includes Lync Server 2010 on the customer premises and UM functionality offered by O365-D/ITAR. Gaining an understanding of the infrastructure involved will be beneficial to understand troubleshooting techniques. For a Lync Online implementation, all Lync Server components are located within the Office 365 data center environment.

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Areas that may impact telephony call flow and voice mail processing include the following:1. Ability for an Originating Party to reach the Called Party2. Ability of the on-premises Lync Server to process a request to connect the originating party to

the O365 UM server if the call is unanswered3. Ability of the O365 UM Server to accept actual voice content and produce a voice message4. Ability of the O365 UM Server to forward a voice message to a destination mailbox5. Ability of the voice message recipient to retrieve the voice message from the O365 Mailbox

Server

Troubleshooting ResourcesSupport Articles

Support articles for UM are available within the Microsoft Support site by using the following link to access the articles tagged for O365-D/ITAR: http://support.microsoft.com/search/?spid=14571&ast=25 . In the text box of the Advanced Search page, enter “Unified Messaging” followed by clicking the Search button on the page.

Lync Server, UM, & network connectivity testsTest-ExchangeUMCallFlow Overview & ResourcesTo assist with the troubleshooting call connectivity, call flow, and the processing and delivery of voice mail messages within the Lync Server & UM infrastructure, the PowerShell cmdlet Test-ExchangeUMCallFlow, provided by Microsoft, can be used. The cmdlet emulates a telephone call and runs a series of diagnostic tests to identify misconfigurations in telephony equipment or Exchange Server 2010 UM settings as well as any connectivity issues between on-premises and cross-premises deployments of UM. A customer can use the tool to originate a test call from a client system associated with either an on-premises Lync Server or Lync Online service serving the customer. Microsoft support personnel also are able to use the tool from within the Managed O365-D/ITAR environment. The following links provide additional information for the tool:

Unified Messaging Troubleshooting Tool (Microsoft Download Center) Tool download package page

Test-ExchangeUMCallFlow (Microsoft TechNet) Cmdlet usage summary page

Testing Call Flow with the Exchange 2010 UM Troubleshooting Tool (Microsoft TechNet) Lead article describing the use of the tool. Within the Understanding the Exchange 2010 UM

Troubleshooting Tool child article, the creation of the trace files UMTool_S4 (S4: signaling stack traces) and UMTool_SIPMessageLogs (full SIP traces for the test call) do not apply within the O365-D/ITAR environment.

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Test-ExchangeUMCallFlow ExecutionThe scope of testing performed by the tool (executed by the customer or Microsoft support personnel) is as shown in the diagram below.

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Prior to executing the tool, recommended is the creation of two test accounts for use with the tool to allow one test account to call the other. The highlighted cmdlet name and parameters are required to perform a test:

PS C\:> Test-ExchangeUMCallFlow [-Mode <Gateway> | SIPClient>] [-NextHop <string>] [-CalledParty <string>] [-CallingParty <string>] [-Credential <PSCredential>]

Parameter

Setting

Mode Always use SIPClient for users enabled for Enterprise Voice within O365-D/ITAR

NextHop Represents the Lync Front End (FE) server fully qualified domain name (FQDN).  The FE server must be indicated as an IP Gateway object within the UM configuration of the organization.  In addition, the dial plan the targeted user is enabled on must be included as a hunt group associated with this gateway object.

CalledParty

Insert test account as string value (e.g. TestUser1@contoso.com)

CallingParty

Insert test account as string value (e.g. TestUser2@contoso.com)

Successful completion of a test call indicates the end-to-end solution components are online and functioning properly. If a failure occurs, attempt to use a different CalledParty account. If the failure continues to occur after trying multiple accounts, the EXCHANGE - UNIFIED MESSAGING escalation template within the Office 365 dedicated & ITAR-support Plans Customer Extranet site must be completed and submitted to Microsoft Online Services Support.

To allow Microsoft Online Services to perform troubleshooting procedures with the involvement of customer support personnel, a Service Account is needed within the customer UM environment. Instructions regarding the creation and registration of the account are described within the deployment documentation provided by Microsoft Online Services.

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