Incoming caller toast not matching Outlook or Lync contacts

From reading similar posts I understand what I want is achievable but for some reason it does not work in my environment and I don't know why.
The issue is that incoming calls from an external number (lets say a mobile phone) do not match to a person's Outlook contacts, nor do they match with existing Lync contacts, to show a name. Instead they present as a number on the call toast notification.
My setup:
Exchange 2010 On Premise
Lync 2013 On Premise
Numbers in Active Directory as E.164 format (+44... etc) 
Numbers in Outlook contacts as a mix of E.164 and 'normal' UK (starting 0...)
Lync policy is indeed set to search Outlook contacts
When anyone calls in from Outside we get the number shown and nothing else, it seems it should match with AD if present and with Outlook if present, but it does neither. How do I even start to go about diagnosing this or finding the problem?
UPDATE: I can now seemingly get it to match AD numbers which is good, but not yet Outlook numbers.

Hi,
As Lync show the true caller name match AD number, it may not the Media gateway issue.
From your description above, the number in Outlook contacts is mix of E.164 format and normal UK number. Did the issue happen only for normal UK number or also happen for E.164 format number?
Please change the number on Outlook to E.164 and then delete Lync user profile and then test again.
Best Regards,
Eason Huang
Eason Huang
TechNet Community Support

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