Troubleshooting: Lync on Prem – UM in Cloud

Got asked to solve an issue where Voicemail for users in a Lync onprem, UM in cloud environment had mysteriously stopped working.

The FE event log had this to say

Running Lync Traces showed the following

Followed by the Error

So as exchange UM is in the O365 cloud and the event says to check that off I went.

Steps to check O365 UM configuration with Lync on premise
I’ll start with checking the Lync setup
1. What DNS is required? port 5061 dest Edge FQDN 
         Edge FQDN
2. Ensure Access Edge Configuration is correct

3. Check the Hosting Provider

4. Check the UM Contact Object

5. Make sure that a test user is enabled for Hosted VM

6. Check the Hosted Voicemail Policy 

7. Make sure that the Edge Server is replicating

Now let Check the O365 configuration
1. Check that the UM Dial Plan is setup. Now this is really simple, there is absolutely no trick at all. Just remember that there wont be an IP gateway. Thats it!

2. Check to see the Authoritative domain in O365 matches the Organization configured in CsHostedVoicemailPolicy by running Powershell remotely to connect to O365 deployment.
From Powershell…

$cred = Get-Credential
$s = New-PSSession -ConfigurationName Microsoft.Exchange -ConnectionUri -Credential $cred -Authentication Basic -AllowRedirection

importresults = Import-PSSession $s


Note the Results.
In my case this is where the problem was, somehow … mysteriously the Authoritative Domain had changed.

Now I have see this else where, when I have the opportunity to investigate why I’ll come back and post an update.


About Paul B

My name is Paul Bloem and I am employed at Lexel Systems in New Zealand as a Principal Consultant for Unified Communications. I have been working on enterprise voice solutions for over 20 years. My first 10 years were spent working for a Telco in South Africa (Telcom SA). This is where all the groundwork happened as I was exposed to just about every aspect of telecommunication you could imagine. I develop an interest in PBX technologies and eventually became the go-to guy. Next, I had a 10 year run at Siemens South Africa, most of my time there was as a Technical Trainer. During this time VoIP hit the world stage, I had the privilege of introducing VoIP both as H.323 and later SIP across the Siemens HiPath 4000 solution stack. In 2008 I immigrated to New Zealand with my newly attained MCSE, I was ready to go where no PBX Techie had gone before. I was employed to explore OCS 2007 and that was pretty much the beginning of the end for me. I have been working on OCS and Lync ever since. My current role focuses exclusively on Lync and associated technologies.. That includes pre-sales, consulting, architecture and design, training and support. I even get to play in the development space from time to time - focus on play ;-) I was nominated as a Microsoft VTSP for Lync early in 2013 and also awarded Microsoft's MVP award for Lync in 2014.
This entry was posted in Event ID 44009, O365 UM, UM in Cloud. Bookmark the permalink.

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s