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Today I had a problem with a user which wanted to make PSTN calls on behalf of an response group.

However the call fails with “We couldn’t reach…”.

The corsponding error in snopper says that the “User does not exist”

After some troubleshooting if found that if my response group and the agents sip domain is not the same – then this error will happen.

The response group is created with a sip domain of @contoso.com but the agents sip domain was @users.contoso.com.

If I change the users sip domain so that it’s @contoso.com like the response group then it works.

However in my situation it not the perfect solution, so I will call MS Premier Support, so they can fix the bug.


August 2th update 

I created a case with premiere support, almost right away, they escalated it to the product team, and the answer from them was that this is a limitation in Lync.

In my case, I will not pursue a change request for this limitation.


So when using response groups with agent anonymity (or call on behalf), external PSTN calls will fail when the sip domains is different from the agents and the response group.






10 Responses to ”We couldn’t reach” on response group calls

  • Thank you so much for this information, it saved me a lot of time with a support instance: :-D

  • FYI: I also experience the symptom with Delegation with users from diferent Domains.
    If a user from Domain “a.local” delegates to user “b.local”, user B cannot complete calls to PSTN on behalf of user A … user not found response goes to the edge server??!

    • Hi Luis

      I accually have the same problem at a customer right now. I’m in progress of figure out what happens with Microsoft Premiere support. I will let you know of the outcome.

      • That’s good to know froom MS
        I trace back from the outbound Routing engine and after not finding the number internally it decides to send to the edge because
        TL_INFO(TF_PROTOCOL) [9]1278.4C8C::06/09/2014-15:46:46.979.00014fed (OutboundRouting,OutboundRoutingDispatcher.ProcessOutboundRequestToPstn:outboundroutingdispatcher.cs(1401))[926991473]Target Domain and caller domain not same, sending request on its way…

        And the Edge doesn’t accept because the sip Domain is internal with 404/user does not exists

      • Hi Joachim,
        did you have any feedback from MS Premier?

      • And here’s a new more limitation.
        If your receive an meeting invitation from a user with the different SIP domain and you want to attend on a phone number, you will get the same error.

        • Hi Luis

          Yes, I also have the same error with the meeting invites.
          No, actually the case is still in open with MS, and I haven’t heard from them a while – I think I will ask for a status.
          You can partly overcome it by creating a static route in Lync so that Lync routes the call to the mediation server, but then I found that I break my connection to the voicemail in Office 365, and the possibility to call the voicemail number which should be routed to the edge server. (normal voicemail works with the static route).
          You can make the route with the powershell:
          $x = New-CsStaticRoute –TLSRoute – Destination “mediationserver.exchangepro.local” –Port 5070 –MatchUri “exchangepro.dk” –MatchOnlyPhoneUri $true –UseDefaultCertificate $true –ReplaceHostInRequestUri $true
          Set-CsStaticRoutingConfiguration -Identity global -Route @{Add=$x}

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