Cannot connect to the phone system. An unidentified error has occurred, Please try again.
Issue: Lync 2013 users with remote call control enabled cannot connect to the phone system. When the user logs into Lync, they see an exclamation in the bottom right corner
with this error.
Error: Cannot connect to the phone system. An unidentified error has occurred, Please try again. If the problem continues, please contact your support team.
Environment:
1 site: Site1
2 Pools:
1. Lync 2010
Trusted application is added here for the site.
2. Lync 2013
Avaya phone system: AES r6-1-2-32-0
I have not moved the trusted application to the Lync 2013 pool yet, but my understanding is that it should still work since it’s in the site. Is my understanding on this correct? (All of my other trusted applications do work for Lync 2013
users & none of them have been moved yet. Remote Call Control is the only one that does not work.)
This is from the uccapi log. This is just from the user logging in, not actually making a call. Below are the items that I think are important, however, I don’t know how to interpret it to determine if the problem is on the Lync side or
the Avaya side. Here’s a summary:
SIP/2.0 100 Trying
Authentication-Info: TLS-DSK qop="auth", opaque="5FD217E1", srand="E05700E2", snum="9", rspauth="f308eae87c0bbe64a1ab213574776cbdf9823ab6", targetname="lync03.domain.com",
realm="SIP Communications Service", version=4
From: <sip:[email protected]>;tag=bbb282ebbd;epid=a86d5b0a29
To: <sip:[email protected]>
Call-ID: 9eb0d23a3b8f4e0eafc6c6da622fbecf
CSeq: 1 INVITE
Via: SIP/2.0/TLS 10.155.48.96:61472;ms-received-port=61472;ms-received-cid=1FA400
Server: http%3A%2F%2Fwww.microsoft.com%2FLCS%2FUdcAgent
Content-Length: 0
SIP/2.0 200 OK
Authentication-Info: TLS-DSK qop="auth", opaque="5FD217E1", srand="15C0F9A2", snum="13", rspauth="4fd891e39a33e902fb1cec5d980e5bf0ccb172a0", targetname="lync03.domain.com",
realm="SIP Communications Service", version=4
From: <sip:[email protected]
>;tag=bbb282ebbd;epid=a86d5b0a29
To: <sip:[email protected]
>;tag=A7A45C856ECD79121A1827265ABBD7F6
Call-ID: 9eb0d23a3b8f4e0eafc6c6da622fbecf
CSeq: 1 CANCEL
Via: SIP/2.0/TLS 10.155.48.96:61472;ms-received-port=61472;ms-received-cid=1FA400
Server: http%3A%2F%2Fwww.microsoft.com%2FLCS%2FUdcAgent
Content-Length: 0
SIP/2.0 487 Request terminated
Authentication-Info: TLS-DSK qop="auth", opaque="5FD217E1", srand="F46EC133", snum="14", rspauth="1d92718caa4f61d967faa46a5c256aafa8b4e740", targetname="lync03.domain.com",
realm="SIP Communications Service", version=4
From: <sip:[email protected]
>;tag=bbb282ebbd;epid=a86d5b0a29
To: <sip:[email protected]
>;tag=A7A45C856ECD79121A1827265ABBD7F6
Call-ID: 9eb0d23a3b8f4e0eafc6c6da622fbecf
CSeq: 1 INVITE
Via: SIP/2.0/TLS 10.155.48.96:61472;ms-received-port=61472;ms-received-cid=1FA400
ms-diagnostics: 5002;reason="Request was cancelled";AppUri="http%3A%2F%2Fwww.microsoft.com%2FLCS%2FUdcAgent";source="lync03.
domain.com"
Server: http%3A%2F%2Fwww.microsoft.com%2FLCS%2FUdcAgent
Content-Length: 0
Hi Suelizy,
To better understand the issue, I would like to collect the following information for troubleshooting:
1. Do you mean the Lync 2010 user can connect to the Phone System?
2. What’s next hop pool of the application?
In a mixed environment, you must set the next hop pool to be the Lync Server 2013 pool.
Best regards,
Eric
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