VM messages not delivered to Unity subscriber single Inbox

[maratimer_2]

UC 8.5.SU1 - integrated with Microsoft BPOS /Exchange 2010 off premise.   This configuration is working for thousands of users, however we have one user which can not recieve voicemail in his Outlook inbox (single inbox configuration). All users are configured to the same BPOS UM service.

Microsoft is asking for proof that we have this user configured properly.  We are able to use the test button on the users account to access his mailbox in the BPOS environment and have confirmed there are no rules, junk mail filters, etc..in his Outlook.

What is the quickest way to provide the MS team with proof that this user is configured properly and resolving to the UM Service?  Are there specific log files I should collect or traces i should do? I will review the TS guide as to how to - however I thought I would ask here as well for comments.

Thanks

[Brad Magnani]

Hi,

You'll want to set the Single Inbox macro traces and pull Tomcat and Mailbox Sync traces after you try to leave a message for the user.  This link http://www.ciscounitytools.com/Training/Connection/CUC8_5.html has an .rtf called "Annotated Diagnostics for message sync" that steps you through reading the mailbox sync logs.

One quick thing you may want to verify is if the message arrives in OWA.  I'm not sure if your users are given that option, but if you see the message sitting in OWA, then you know it's an issue between the Outlook client and Exchange.

Hope that helps,

Brad