Number missing from Call Button but present in Contact Card

Perhaps one of the most mysterious of components in Lync is the Address Book Service and how it populates the Outlook contacts with numbers from AD and so on.

Had one such interesting issue today and hadn’t realised the (now obvious) symptoms.

The issue is that Lync contacts are not showing office numbers from the Call Button call button

What I do see is the mobile only

AD Properties

Checking the users AD Properties to see what’s been defined for the user in question I confirm that a valid number is indeed specified.

Next I need to be sure that the number is being normalized by the AddressBook Service when updating the Lync Address Book.

This is done with the assistance of ABServer.exe found on the Lync Front Ends at C:\Program Files\Microsoft Lync Server 2013\Server\Core

Run the command in the following syntax:-

ABServer.exe -testphonenorm “+64 (1) 234 5678 x 4675”

where +64 (1) 234 5678 x 4675 is the format we saw earlier in AD Properties.


So as you can see, our number is successfully normalising to tel:+64….6868;ext=3868

So far so good. The number is in AD, it is in a valid format so it should be in the contact card. Checking the contact card we find that it is indeed there under Call cardClicking on the hyperlink for Call Work reveals that the number cannot be called, this eludes to the true reason why the number does not show up under the Call button.

To call the number as it shows up in the contact card a Lync Dial Plan entry has to be added that normalises the number to its Lync format (so it normalises back to the Lync users Line URI). You can use the same  pattern as was seen in the ABServer.exe match.


Once the normalisation rule has been added you should be able to call the number in the contact card by clicking on the hyperlink for Call Work. Once the number has a matching Dial Plan rule it appears as an entry in the selection list of the Call Button.

call button works

In Summary

If you wish to see a number in the Call Button selection list then a matching Dial Plan rule to call the number must exist. Obvious now that we know.


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 ABS, ADContacts, Address Book, AddressBook, Call Button, Call Work, contacts and tagged , , . Bookmark the permalink.

One Response to Number missing from Call Button but present in Contact Card

  1. Pingback: Weekly IT Newsletter – December 8-12, 2014 | Just a Lync Guy

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