Tag Archives: voicemail

Office 365 - The phone number you entered has already been registered by someone else.

Symptom: You receive the following error when trying to enable someone for a Unified Messaging mailbox on Office 365 (Office 365 Admin Portal -> Exchange -> User Account -> Enable Unified Messaging -> Browse for UM mailbox policy).

The phone number you entered has already been registered by someone else.
The phone number you entered has already been registered by someone else

Resolution: This was caused by having a duplicate UM Voicemail box number.  You can run the following powershell commands to identify which user has the duplicate number assigned to them.

Set-ExecutionPolicy unrestricted
$Session = New-PSSession -ConfigurationName Microsoft.Exchange -ConnectionUri https://ps.outlook.com/powershell/ -Credential $LiveCred -Authentication Basic -AllowRedirection
Import-PSSession $session
Get-Recipient -ResultSize Unlimited | where{$_.emailaddresses -like "*EUM:*PHONENUMBER*"} | fl displayname,emailaddresses

Lync 2013 - Failing Voicemail and Forwarded calls after replacing front end ssl certificate

Problem: While setting up my first Lync Enterprise Pool, I generated a new certificate on a new front end server, and replaced the certificate on the first front end server to match.  While Lync 2013 will accept the changes, you will begin to slowly see Lync's familiar errors such as failures in forwarding calls, contacting voicemail, etc., with services such as IM, direct internal/external calling working great.

Solution: Turns out that you must restart, at a minimum, the front-end service on all other machines in the Lync enterprise pool after you apply the new SSL certificate.  Unfortunately, this will logout your users from their Lync client for 30 seconds to a minute while the service restarts, but users should be able to remain on a call if the mediation service is still up.  Looking forward to when the new SSL certs expire, I would schedule this as maintenance in the evening where you could simply restart each of the Lync Front End services/servers to prevent unexpected behavior after applying the certificate.

Here was the error I began to see from the Lync 2013 client while trying to call my voicemail:

The description for Event ID 11 from source Lync cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

If the event originated on another computer, the display information had to be saved with the event.

The following information was included with the event:

RequestUri: sip:[email protected];opaque=app:voicemail
From: sip:[email protected];tag=693ec81203
To: sip:[email protected];opaque=app:voicemail;tag=7CBCF099907DE2498340425795C4E09A
Call-ID: e3535707c76342fd909faaa232247182
Content-type: multipart/alternative;boundary="----=_NextPart_000_0039_01CE980F.27472B30";call-type=audiovideo

Content-Type: application/sdp
Content-Transfer-Encoding: 7bit
Content-ID: <[email protected]>
Content-Disposition: session; handling=optional; ms-proxy-2007fallback




Content-Type: application/sdp
Content-Transfer-Encoding: 7bit
Content-ID: <[email protected]>
Content-Disposition: session; handling=optional




Response Data:

183 Session Progress
500 The server encountered an unexpected internal error
ms-diagnostics: 1;reason="Service Unavailable";AppUri="http%3A%2F%2Fwww.microsoft.com%2FLCS%2FDefaultRouting";reason="Failed when constructing the outgoing request";source="lyncserver.mydomain.local";OriginalPresenceState="0";CurrentPresenceState="0";MeInsideUser="Yes";ConversationInitiatedBy="0";SourceNetwork="0";RemotePartyCanDoIM="No"


Lync 2013 GUI Error: Unfortunately, I didn't grab a screenshot, but the error I was received was "Error ID 1 Source ID 243"

Side notes: When doing a premiliary search on the Lync error (before I made it to event viewer), I stumbled accross an article by Romans Fomicevs that had the exact same issue as me as well.  He's got some additional tracing and insight on the subject as well, definitely go give him a +1 on his Google page! 🙂 http://blog.yogi-way.lv/2013/07/lync-server-2013-and-new-internal.html

Attempts to route to servers in an Exchange UM Dialplan failed - Lync 2010-2013

Symptom: When trying to check your voicemail from Lync, you notice that you call gets dropped/disconnected.  Inside of the front end server, you notice the following error log:

Attempts to route to servers in an Exchange UM Dialplan failed

No server in the dialplan [Hosted__exap.um.outlook.com__mydomain.onmicrosoft.com] accepted the call with id [c347a4ecc6e74651a2bdce6c43552e53].

Cause: Dialplan is not configured properly.


Check the configuration of the dialplan on Exchange UM Servers.

ExUM Error

Solution: Unfortunately, this seems to be caused by a couple of different things, so I would give all of the following below a shot.

First, make sure you have created a Unified Messaging plan in your Office 365 Exchange Control Panel:

  1. Login to https://portal.microsoftonline.com/
  2. Click the Manage link next to Exchange on the dashboard
    1. Exchange Manage
  3. Click the Phone & Voice tab
    1. Phone & Voice
  4. Ensure you have a UM Dial Plan with the number you used in the New-CsExUmContact powershell command you ran earlier.  Your settings might differ on the screenshot below, but just make sure you have SIP URI selected.
    1. New UM Dial Plan
  5. Select your policy from the UM Dial Plans list and click the Configure UM Dial Plan button as shown below:
    1. UM Dial Plan Configuration
  6. Make sure you configure the number you want your users to dial to access their voicemail in the E.164 routing numbers for your SIP server and Numbers for users to access voice mail boxes.
    1. Configure Voicemail Plan


If your running Lync 2010/2013 at the same time, check out this option in topology builder to make sure you have enabled federation:

  1. Open up the Lync Server Topology Builder
  2. Download the latest topology
  3. Right click on the first site (the node under Lync Server) and then click Edit Properties...
  4. Scroll down to Site federation route assignment and make sure Apply federation route assignments to all sites is checked.
  5. Make sure Enable sip federation is checked as well and then click OK
  6. Click on Action->Topology->Publish...

If the above doesn't work, try running the following powershell commands on your front-end server.

  1. Modify the global hostedvoicemailpolicy (make sure to use your onmicrosoft domain name, not your FQDN you would use normally):
    1. Set-CsHostedVoicemailPolicy -global -Destination exap.um.outlook.com -Organization domain.onmicrosoft.com
  2. Create Lync contact for Hosted UM (make sure to set the number as the same one in the Office 365 Unified Messaging area. The last value below can be changed to put the UM contact that will be generated in AD, in any OU of your choosing; I just picked the default users one for simplicity.
    1. New-CsExUmContact -DisplayNumber +15555555555 -SipAddress sip:[email protected] -RegistrarPool FQDNTOPOOL -OU "CN=Users,DC=domain,DC=com"
  3. Associate your newly created Lync contact with your Hosted Voicemail Policy:
    1. Grant-CsHostedVoicemailPolicy -identity "sip:[email protected]" -policyname global

Lastly, if things still aren't working, make sure you have enabled federation with Office 365's exchange server for Unified Messaging by executing the following command:

  1. New-CsHostingProvider -Identity "Exchange Online" -Enabled $True -EnabledSharedAddressSpace $True -HostsOCSUsers $False -ProxyFQDN "exap.um.outlook.com" -IsLocal $False -VerificationLevel UseSourceVerification