VMO Client

[clmyner]

I'm having an issue with the VMO client and how it is working in a particular configuration. We are using Unity 4.0.3 in a W2K3/EX2K environment and have it installed in a child domain called corp.xyz.com. The domain root is xyz.com. All user accounts that are on the Unity server are in corp.xyz.com as well as the Exchange servers.

Users like to have messages played back to them via the phone. Each time a user logs on to their PC they open Outlook. When they open a VM and listen to it they are prompted for UN/PW only for the first message they listen to until the next time they log off and back on to their PC.

I have checked the settings for the DC and GC servers on the Unity server in the registry to verify that the Unity server was looking at the corp.xyz.com domain. I have also read the Unity Architecture document as to how the TRAP funtion operates utilizing DCOM for the MM control bar and have yet to figure this one out.

I've read through a few posts paying special attention to the ones that Jeff mentioned about crossing domains. How can I verify that this is or is not a domain issue here?

[vharsha]

When users log on to their PCs do they log on to the domain corp.xyz.com?

Users are prompted for UN/PW when Unity is unable to recognize the user as a known Unity subscriber. This can happen if the subscriber is logged on to a different domain from the Unity server or is using a different account (but logged in to Outlook using his/her Unity credentials). For example, if a Unity subscriber Joe, with the alias "joe", logs on to the PC as corp.xyz.com\joe, Unity will recognize the subscriber correctly and not prompt for credentials. But, if Joe logs on as say abc.xyz.com\joe and logs into Outlook as corp.xyz.com\joe, Unity will not be able to map abc.xyz.com\joe to subscriber Joe and prompt for UN/PW. The thing to note is that the credentials with which you log on to Outlook does not matter. It is the credentials (UN/PW and DOMAIN) with which you log on to the PC that matter.

[clmyner]

We have verified that the users are logging into the corp.xyz.com domain (aka CORP) and the unity server is in that domain. The service accounts that Unity uses are also in that domain.

I have another question as to how the AvMMProxySvr service operates. The service is set to use the local system account - not sure if it needs to be different. Is this used by the VMO client in any way?

[vharsha]

AvMMProxySvr is not used by VMO and is correctly using the local system account. It is used by the Cisco PCA.

Since you say users are logging in to the same domain as Unity, this requires a lot more troubleshooting than we can do on this forum. I would suggest that you open a TAC case, so we can get to the bottom of this ASAP.

In the meantime, can you email me the diag logs for the AvCsGateway component? Please switch on levels 0, 10, 12 and 13 only, have a user try VMO playback over the phone and use the Unity Diagnostic Tool's 'Gather Log Files' feature to gather the traces.

Thanks.

Harsha