Fast Busy Voicemail in Skype 365 Hybrid Environment

Description:

Got reports that a variety of users within a Skype 365 hybrid environment (Skype and Active Directory on-premises and Exchange in the cloud) that were suddenly unable receive voicemail. Callers dialing users with the issue would get a fast busy immediately after being forwarded.

Troubleshooting Voicemail:

Doing a call trace with OCSLogger, engineers saw the following ms-diagnostic message:

ms-diagnostics: 13014;reason=”The routing rules did not result in a final response and callee is not enabled for Unified Messaging”;source=”$FrontEndServer”;Callee=”$sip_address”;appName=”InboundRouting”

Jumping on the Skype FE server, we can pull user properties and see that that UM is disabled and the UMHostedVoicemailPolicy is blank, even though UM is enabled and working on 365 for the user

 
PS C:\Users\awhitten\Desktop> Get-CsUser -Identity user@custdomain.com

Identity                : CN=$user,OU=PRW Users,DC=custdomain,DC=com
VoicePolicy             : PASO-EV
VoiceRoutingPolicy      :
ConferencingPolicy      : ConferencingAllowed
PresencePolicy          :
DialPlan                : PASO-Default
LocationPolicy          :
ClientPolicy            :
ClientVersionPolicy     :
ArchivingPolicy         :
ExchangeArchivingPolicy : Uninitialized
PinPolicy               :
ExternalAccessPolicy    :
MobilityPolicy          :
PersistentChatPolicy    :
UserServicesPolicy      :
HostedVoiceMail         : 
HostedVoicemailPolicy   : 
HostingProvider         : SRV:
RegistrarPool           : lyncse.custdomain.com
Enabled                 : True
SipAddress              : sip:user@custdomain.com
LineURI                 : tel:+15555555555;ext=5555
EnterpriseVoiceEnabled  : True
ExUmEnabled             : False
HomeServer              : CN=Lc Services,CN=Microsoft,CN=1:8,CN=Pools,CN=RTC
                          Service,CN=Services,CN=Configuration,DC=custdomain,DC=com
DisplayName             : $user
SamAccountName          : $user

The Fix:

So, to fix the issue, we simply set both attributes.

1. 1. First determine the proper exchange policy with the Get-CsHostedVoicemailPolicy command:

      PS C:\Users\mscadm> Get-CsHostedVoiceMailPolicy
      Identity : Tag:ExchOnlineUM Description : Office 365 Voicemail Destination : exap.um.outlook.com Organization : cust-domain

1. 1. Now grant the user access to the policy:

      Grant-CsHostedVoicemailPolicy -policyname ExchOnlineUM -Identity $user_address

1. 1. And now set HostedVoiceMail to true:

      Set-CsUser -HostedVoiceMail $true -identity $user_address

1. 1. Now check to make sure settings took:

      PS C:\Users\awhitten\Desktop> Get-CsUser -Identity user@custdomain.com
      
      Identity                : CN=$user,OU=PRW Users,DC=custdomain,DC=com
      VoicePolicy             : PASO-EV
      VoiceRoutingPolicy      :
      ConferencingPolicy      : ConferencingAllowed
      PresencePolicy          :
      DialPlan                : PASO-Default
      LocationPolicy          :
      ClientPolicy            :
      ClientVersionPolicy     :
      ArchivingPolicy         :
      ExchangeArchivingPolicy : Uninitialized
      PinPolicy               :
      ExternalAccessPolicy    :
      MobilityPolicy          :
      PersistentChatPolicy    :
      UserServicesPolicy      :
      HostedVoiceMail         : True
      HostedVoicemailPolicy   :  ExchOnlineUM
      HostingProvider         : SRV:
      RegistrarPool           : lyncse.custdomain.com
      Enabled                 : True
      SipAddress              : sip:user@custdomain.com
      LineURI                 : tel:+15555555555;ext=5555
      EnterpriseVoiceEnabled  : True
      ExUmEnabled             : False
      HomeServer              : CN=Lc Services,CN=Microsoft,CN=1:8,CN=Pools,CN=RTC
                                Service,CN=Services,CN=Configuration,DC=custdomain,DC=com
      DisplayName             : $user
      SamAccountName          : $user

1. Test voicemail

Max Fuller, PEI