If remote users cannot make or receive calls, you can troubleshoot the issue as follows:

  1. Verify that that the Access Edge service is running and connected.

  2. Verify, on the Edge Server, that the external interface of the A/V Edge service that is shown on the Edge Interfacestab of Microsoft Office Communications Server 2007 R2 Propertiesis configured with a publicly routable IP address. For details, see Configuring the External Interface of the A/V Edge Servicein the Administering Office Communications Server 2007 R2 documentation.

  3. Verify the configuration of the A/V Edge service on the Generaltab of the pool-level A/V Conferencing Server Propertiesdialog 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 Serversin the Administering Office Communications Server 2007 R2 documentation.

  4. Verify that the internal and external IP addresses of the A/V Edge service are not translatable by using NAT.

  5. 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 Wizardon 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.

See Also

Other Resources

Planning for External User Access
Configuring the A/V Edge Service