Month: April 2014


User not in service error


I encountered this issue recently when attempting to Lync call an internal user (P2P, not via PSTN), and was initially a little surprised to see this error message return almost instantly.

Fair enough if I’d dialed a number that wasn’t valid, but I wasn’t dialing a phone number, and this was a user that I could see was online and available. What the….

In reality the cause is fairly obvious, but to an end-user this could be fairly confusing, so I thought I’d go through the debug process to be thorough. A quick pick through my local trace logs returned this:

history-info: <sip:user@domain.com?Reason=SIP%3Bcause%3D302%3Btext%3D%22Moved%20Temporarily%22>;index=1;ms-retarget-reason=forwarding
ms-diagnostics: 13006;reason=”Request forwarded, any previous branches cancelled.”;source=”front-end-servername”;appName=”InboundRouting”

which ultimately resulted in:

SIP/2.0 404 No matching rule has been found in the dial plan for the called number

All this talk of numbers when you’re not dialing a number seems a little odd, until you consider the user-controlled call forwarding feature. Then it all makes sense again.

If a user has elected to forward their calls (not sim-ring) to another number, but have entered a number that cannot be normalised for some reason (could be their fault or yours), then Lync will quite legitimately return the out of service error. Question then becomes, who needs to fix it? The user, or the Lync Admin? How do you know?

To find out, you can consult either the server logs or the SSRS QoE reports. I tend to jump into the QoE reports first in situations like this as it is often quicker. On the QoE report server, run the User Activity Report, bring up calls from the offending user, and open the detail of the call that failed. You will find a number of 404 response codes, and if you drill into the one with a diagnostic ID of 14010, you’ll see the following:

To user URI: sip:00001234567;phone-context=dialplanname@sipdomain.com
Diagnostic header: 14010; reason=”Unable to find an exact match in the rules set”; source=”lyncfe”; CalledNumber=”00001234567“; ProfileName=”dialplanname“; appName=”TranslationService

So in this case, the user is attempting to foward to 00001234567, and Lync is trying to normalise this based on the rules associated with the dial plan listed under ProfileName. It can’t find a rule to match this number format, so fails and essentially rejects the number. From this error detail you can then evaluate the number and determine if the user has fat-fingered an impossible number, or whether perhaps you need to tweak your normalisation rules so this one matches.


JB / The Daywalker

Ginger IT dude hanging out down in New Zealand, playing with technology since ages ago.

Currently Service Delivery Manager at Silicon Systems, formerly Skype for Business MVP, and generally into all things Microsoft (and a few things that aren’t).

When I’m not nerding out on technology, you can find me running ultramarathons, brewing beer, or in my woodshop building something.


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