In the process of adding an Exchange Server 2019 to a current Exchange organization with Exchange Server 2013, Auto Attendant/UM stopped working, investigating event viewer logs in Exchange Server 2013 server, I found this event entry (Event Id 1647)
The Microsoft Exchange Unified Messaging Call Router service rejected the call for the following reason: 15647;source="ex2013.contoso.net";reason="Access to Active Directory error occured." Microsoft.Exchange.UM.UMCore.CallRejectedException: The Mailbox server with the FQDN ex2019.contoso.net couldn't be located in Active Directory.
at Microsoft.Exchange.UM.UMCore.EnterpriseRedirectionTarget.GetRoutingInformation(String serverFqdn, Boolean isSecuredCall, String& routingFqdn, Int32& routingPort)
at Microsoft.Exchange.UM.UMCore.EnterpriseRedirectionTarget.GetBackEndBrickRedirectionTarget(ADUser user, IRoutingContext context)
at Microsoft.Exchange.UM.UMCore.EnterpriseRedirectionTarget.GetForNonUserSpecificCall(OrganizationId orgId, IRoutingContext context)
at Microsoft.Exchange.UM.UMCore.AutoAttendantCallHandler.HandleCall(CafeRoutingContext context)
at Microsoft.Exchange.UM.UMCore.RouterCallHandler.InternalHandle(ICallHandler[] handlers, CafeRoutingContext context)
at Microsoft.Exchange.UM.UcmaPlatform.UcmaCallRouterPlatform.TryHandleIncomingCall(CallReceivedEventArgs`1 args, Exception& error, Boolean& isDiagnosticCall)
at Microsoft.Exchange.UM.UcmaPlatform.UcmaUtils.<>c__DisplayClassf.<ProcessPlatformRequestAndReportErrors>b__d()
The error might be misleading as it implies some Active Directory connection issue, but it was mentioning the newly incorporated Exchange Server 2019 and I thought, why?
I then remember I migrated System Mailboxes to Exchange 2019 box, especially, these two, that have UM-related capabilities:
Name : SystemMailbox{bb558c35-97f1-4cb9-8ff7-d53741dc928c}
PersistedCapabilities : {OrganizationCapabilityUMGrammarReady, OrganizationCapabilityPstProvider,
OrganizationCapabilityMessageTracking, OrganizationCapabilityMailRouting,
OrganizationCapabilityClientExtensions, OrganizationCapabilityGMGen,
OrganizationCapabilityOABGen, OrganizationCapabilityUMGrammar}
Name : SystemMailbox{e0dc1c29-89c3-4034-b678-e6c29d823ed9}
PersistedCapabilities : {OrganizationCapabilityUMDataStorage}
Boom! that might be it... so I moved them back to Exchange 2013 mailbox database and AutoAttendant/UM started to work again.
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