Remote User Cannot Make or Receive Calls
Microsoft Office Communications Server 2007 and Microsoft Office Communications Server 2007 R2 will reach end of support on January 9, 2018. To stay supported, you will need to upgrade. For more information, see Resources to help you upgrade your Office 2007 servers and clients.
If remote users cannot make or receive calls, you can troubleshoot the issue as follows:
Verify that that the Access Edge service is running and connected.
Verify, on the Edge Server, that the external interface of the A/V Edge service that is shown on the Edge Interfaces tab of Microsoft Office Communications Server 2007 R2 Properties is configured with a publicly routable IP address. For details, see Configuring the External Interface of the A/V Edge Service in the Administering Office Communications Server 2007 R2 documentation.
Verify the configuration of the A/V Edge service on the General tab of the pool-level A/V Conferencing Server Properties dialog box, including the configuration of the FQDN, IP address, SIP listening port, and media port range. For details, see Configuring the Listening Address for A/V Conferencing Servers in the Administering Office Communications Server 2007 R2 documentation.
Verify that the internal and external IP addresses of the A/V Edge service are not translatable by using NAT.
Verify that the user is signed in to Office Communicator and connected to the server. If so, do the following:
Verify that the call was established. If so, run the Validation Wizard on the A/V Conferencing Server to test its connection to the A/V Edge service. The Validation Wizard can facilitate diagnosis of many basic remote user connectivity issues.
If the call is to a PSTN number, verify that the Mediation Server can connect to the A/V Edge service.
Verify that the ports required to enable communication with external Office Communications Server users are open on the firewall for the A/V Edge service.