The Exchange 2007 Unified Messaging server does not update the caller information if an external user makes a call

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Article ID: 961395 - View products that this article applies to.
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SYMPTOMS

Consider the following scenario:
  • You deploy the Exchange 2007 Unified Messaging (UM) server in a typical boss/secretary scenario.
  • A user calls the boss, and then the call is forwarded to the secretary (voice mail) when the boss does not answer the call.
In this scenario, the caller information is displayed as, Microsoft Exchange on behalf of boss. However, if the caller is an internal caller, the message header is displayed as Microsoft Exchange on behalf of Caller-ID.

The name of the boss is replaced by Caller-ID only when the Caller-ID is an internal UM user. The Caller ID information is not updated if an external caller has made the call. Therefore, it seems that the boss is receiving voice mail from himself or herself.

Additionally, certain Outlook Voice Access (OVA) features, such as "send a message to caller," fail because the message goes to the boss.

CAUSE

The Session Initiation Protocol (SIP) INFO message contains the text to update the real caller-id. The SIP INFO message can be used to update the "caller-id" when the call is still in progress. When the caller-id matches the number of digits in the dial plan, UM updates the caller information, such as the resolved caller-id. Internal calls match the number of digits in the dial plan.

However, if the caller-id did not match the number of digits in the dial plan, UM server does not update the caller-info. External calls do not match the number of digits in the dial plan. Therefore, "Microsoft Exchange on behalf of boss" appears in the message header.

RESOLUTION

To resolve this problem, install Update Rollup 7 for Exchange 2007 Service Pack 1. For more information about Update Rollup 7 for Exchange Server 2007 Service Pack 1, see the following Exchange Help topic:
Description of Update Rollup 7 for Exchange Server 2007 Service Pack 1
For more information about how to obtain the latest Exchange service pack or update rollup, see the following Exchange Help topic:
How to Obtain the Latest Service Pack or Update Rollup for Exchange 2007

STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

Properties

Article ID: 961395 - Last Review: March 18, 2009 - Revision: 1.2
APPLIES TO
  • Microsoft Exchange Server 2007 Service Pack 1, when used with:
    • Microsoft Exchange Server 2007 Enterprise Edition
    • Microsoft Exchange Server 2007 Standard Edition
Keywords: 
kbexpertiseadvanced kbqfe kbsurveynew kbhotfixrollup KB961395

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