We are a public school district and have an 18-month-old Lync 2010 server deployment with an AudioCodes Mediant 1000 gateway and a PRI from TDS Telecom. We are very happy with Lync for Voice and this is the first major issue - I don't have formal Lync training and of course the original services contract was closed out by the time we identified this as a pattern. 

Problem: I am looking for some basic troubleshooting steps for this issue: we are unable to dial outgoing 877 and 866 numbers (most 800 and 888 numbers are ok). The error received at the handset is a fast busy signal and "Call unsuccessful. Calling service or server is temporarily unavailable." The software client references error ID 500 (source ID 241).

Steps we have taken:

1. Verified with telco that 877/866 are not blocked on their side. Tested from one of our emergency phones (POTS from same telco) and we are able to make the call there.
2. Filed a support request in with AudioCodes (current).
3. Lync Report Server - see below.

More info: in the Report Server, I can see this detail:

Diagnostic Report

Report time: 3/10/2014 1:53:44 PM         Response code: 500 Diagnostic ID: 10500     Request type: INVITE Content type: multipart/alternative     Source: acsLync1.alton.school.com Application: MediationServer     From user URI: pmcleod@alton.k12.... To user URI: 18773526710;phone-context=DefaultProfile     From user agent: CPE/4.0.7577.4100 OCPhone/4.0.7577.4100 (Microsoft Lync 2010 Phone Edition)     Diagnostic header: 10500; source="acsLync1.alton.school.com"; reason="Gateway responded with 500 Server Internal Error"; component="MediationServer"; SipResponseCode="500"; SipResponseText="Server Internal Error"; sip-reason="Q.850 ; cause=111"; GatewayFqdn="10.5.0.98"      Additional diagnostic information   Seq # Diagnostic ID Source Application Diagnostic Header   1 12006 acsLync1.alton.school.com OutboundRouting 12006; reason="Trying next hop"; source="acsLync1.alton.school.com"; PhoneUsage="Long Distance"; PhoneRoute="Long Distance"; Gateway="10.5.0.98"; appName="OutboundRouting"

Report time:		3/10/2014 1:53:44 PM
	Response code:		500		Diagnostic ID:	10500
	Request type:		INVITE		Content type:	multipart/alternative
	Source:				Application:	MediationServer
	From user URI:		pmcleod@alton...		To user URI:	+18773526710@alton.k12...
	From user agent:		CPE/4.0.7577.4100 OCPhone/4.0.7577.4100 (Microsoft Lync 2010 Phone Edition)
	Diagnostic header:		10500; reason="Gateway responded with 500 Server Internal Error"; component="MediationServer"; SipResponseCode="500"; SipResponseText="Server Internal Error"; sip-reason="Q.850 ; cause=111"; OriginalPresenceState="0"; CurrentPresenceState="0"; MeInsideUser="Yes"; ConversationInitiatedBy="0"; SourceNetwork="0"; RemotePartyCanDoIM="No"
	Additional diagnostic information
	Seq #	Diagnostic ID	Source	Application	Diagnostic Header
	1	12006	acsLync1.alton.school.com	OutboundRouting	12006; reason="Trying next hop"; source="acsLync1.alton.school.com"; PhoneUsage="Long Distance"; PhoneRoute="Long Distance"; Gateway="10.5.0.98"; appName="OutboundRouting"

• Edited by pmcleod Monday, March 10, 2014 6:30 PM

This issue is still not resolved. We have very limited testing time available to bring the phones down. The Audiocodes firmware was updated with no change. The telco has tested with a PRI test handset from within our building (at their HDSL device, which is their last equipment before our Audiocodes), and can dial the toll-free numbers without issue.

I feel as if there is some kind of parameter or setting on the Audiocodes that is missing, but various Lync engineers are telling me that it is just about digits (and the digits are fine). The Telco can't seem to give me a list of parameters/settings that are required of us.

• Edited by pmcleod Wednesday, April 09, 2014 1:30 PM edit