User request to update SIP address in Office 365 Dedicated fails

Symptoms
When a user makes a request to update the Session Initiation Protocol (SIP) address to a different SIP address in Microsoft Office 365 Dedicated, the request fails.


Cause
This issue occurs when one or more of the following conditions are true:
  • There is a Microsoft Managed Services Service Provisioning Provider (MMSSPP) conflict between the Microsoft managed domains and the domains of the user's organization. 
  • The user updates his or her SMTP address. However, the msRTCSIP-PrimaryUserAddress attributeisn't updated.
  • The user's mailbox is moved incorrectly from one domain to another.
Resolution
Before you troubleshoot the issue, make sure that the following conditions are true:

  • You have the appropriate access levels to the MMSSPP synchronization report.
  • You have read/write permissions to the source Active Directory schema. 
  • You have access to Active Directory Services Interfaces Editor (ADSIEdit) or to a similar Lightweight Directory Access Protocol (LDAP) tool. 

To troubleshoot the issue, follow these steps:
  1. Review the MMSSPP synchronization report, and make sure that the affected user is not listed on the report. If the user is listed on the report, take the appropriate actions to resolve the issue that is addressed in the report.
  2. If a custom MMSSPP rule is set up to pass the msRTCSIP-PrimaryUserAddress attribute to the managed environment, and if the source Active Directory schema includes Lync attributes, follow these steps. 
    1. Start ADSIEdit, and then connect to the appropriate domain.
    2. Search for the affected user.
    3. Use the following format to update the msRTCSIP-PrimaryUserAddress attribute that has the new address:

      SIP:<new SMTP address>

      For example, the updated msRTCSIP-PrimaryUserAddress attribute resembles the following:

      SIP:Ned.Fiore@wingtiptoys.com
    4. Allow two hours for a full MMSSPP synchronization between the source Active Directory schema and the managed Active Directory schema.
    5. Have the user try to log on to Microsoft Communicator or to Microsoft Lync by using the new address.
  3. If one or both conditions that are mentioned in step 2 aren't true, go to step 4.

    Note If you're unsure whether a custom rule is set up in your organization, engage a Microsoft Service Delivery Manager (SDM) for guidance about this, or see the MMSSPP Identity Synchronization Handbook.
  4. If you decide to escalate the issue to Microsoft, contact Microsoft Online Services Support by online submission or by telephone.

More information
For more information about how to extend the Active Directory schema and about OCS and Lync Active Directory attributes, see the following Microsoft TechNet websites:

Properties

Article ID: 2643097 - Last Review: 11/04/2015 16:11:00 - Revision: 14.0

Microsoft Business Productivity Online Dedicated, Microsoft Business Productivity Online Suite Federal

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