Unified Messaging - No voice mail in Outlook

[garethpeart]

Guys,

I'm running into a problem with setting up Unified Messaging in CUC 8.5 in an Exchange 2010 Environment. All testing shows good, Calendar is accessible thru the desk phone... but no voicemails are being delivered to exhange.

Anyone have any ideas? It there a specifice trace or log I should be looking at?

I am not using viewmail, and the Outlook version is 2010

Gareth     

[JEFF CALVIRD · Accepted solution]

We have 8.6 with Exchange 2010 so Im not 100% this will help, but try this:

First steps are basics - verify SMTP configuration is set in System Settings>SMTP Configuration>Server

Than go to Unified Messaging Services>select your option - (I used UnifiedMessaging)

  1. Verify the type is set (we used default Exchange/BPOS-D)

  2. Verify the Enabled box is checked

  3. Set a display name (UnifiedMessaging is ours)

  4. Web-Based Authentication (we use NTLM)

  5. Web-Based Protocol (we use HTTPS) (we don't validate certs for Exchange)

We didn't use search we manually specified

Here's where it gets nasty - are you using an balancer in front of your CAS Array (of course assuming you have an Array) - we used the DNS entry for the VIP on our F5 and set the server type of Exchange 2007/2010 Client Access Server.

Verify that your username is setup with the right policies and access in Exchange (there are throttling policies that MUST be applied in Exchange).

Then the most important - Message Action for Email - Relay the Message

In the user template you must ensure that the Corporate SMTP is populated with the correct SMTP information

If all this is good, than open RTMT 8.91.  While that is opening

Go to Cisco Unity Connection Servicibility

You'll want to select the server

Than apply check marks to the Message Tracking Traces & Single Inbox Traces

run a few tests noting the times of the tests and the go to RTMT and pull the traces. You should be able to review the log files from pulling the traces (in the trace and alert) and go to that time to see what is (or isn't happening)

You may want to also pull some logs from the 2010 CAS to verify if there are any issues with the account accessing the proper throttling policy.  My bet is that it's the corporate SMTP value since you indicate that the tests are passing. Though we have seen that if Exchange is not running the latest rollups in SP2 or higher that it resets the connections to the default policy and that impacts the connections and might be impacting.  However it seems related to SMTP if messages are arriving in the local mailstore.

Hope this helps

Jeff

First go to tools>task management

There are macro traces you can setup

Run the

[David Hailey · Accepted solution]

Good tips above, you should definitely verify the SSL and authentication settings and general configuration.  A couple quick starter items:

Go to Unified Messaging Services and select the UM service you created --> Run Test in the bottom right corner.  This will test things at the service account level.  Essentially, you'll see if you can login using the account you've specified and locate a CAS server.

Once that's done, go to Unified Messaging Accounts Status --> select an account and run Test in the bottom right corner.  This is similar except it will actually attempt to access the mailbox and give you more insight on Exchange permissions.

Hailey

Please rate helpful posts!

[garethpeart]

Jeff, David

Thanks for responding! I really appreciate it!

I've ran the tests for both the service account and user account status and both are showing no errors. (successfully found CAS and domain controller and validated account).

My exchange admin has assured me that he's configured the account as per Cisco's guide.

I've also changed the account user to my user id and

RTMT: I Have to admit, I'm not practised or used to using it except for basic stuff, so forgive the ignorance!

I've turned on the traces for Message Tracking Traces & Single Inbox and (this is where it gets iffy) ran a query for Connection Mailbox Sync. All I see from that result is

11:17:29.705	17011			DbEvent	10	ERROR - Timed out waiting for authentication response [connection state = 2] : DbEventCommon/ConnMgr.cpp (254)
11:17:29.705	17011			DbEvent	10	ERROR - Closing connection manager [0x80fe006e] : DbEventSubscriber/HeartbeatThread.cpp (294)

Is this the right place to look?

[garethpeart]

Just an update:

I've tried the exact same account and settings on another UC server and everything worked fine. Will reboot this server tonight and let you know.

Gareth

[garethpeart]

Jeff, David

Thanks for your help! A reboot of the server got everything working but you two got me a lot more understanding of the process.

Gareth

[JEFF CALVIRD]

Great that everything is working now Gareth,

[Geevarghese Cheria]

Hi Gareth,

   You may refer this blog also for related information

https://supportforums.cisco.com/community/netpro/collaboration-voice-video/unified-comm-application/blog/2011/07/18/unity-connection-851-single-inbox-unified-messaging-forwardreply-in-outlook-fails-with-ndr

Thanks and Regards,

Geevaghese

[Frank Janka]

Hi,

although i is an older thread a got t a similar problem:

I have got ONE user who doens´t get emails when he recieved a voicemail message. When I reset the account (Unified Messaging/Service Capabilities) the user gets two mails and than no more further mails. Any Ideas?

Thanks