Troubleshooting Guide for Cisco Unity Connection Release 10.x

Troubleshooting Microsoft Office 365 for Unified Messaging in Cisco Unity Connection

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See the following sections:

• Single Inbox Not Working for Anyone on Unity Connection
• Single Inbox Not Working for Unified Messaging Users
• Single Inbox Synchronization from Office 365 is Delayed
• Single Inbox Fails with Office 365 Using ADFS
• Resolving SMTP Domain Name Configuration Issues

Single Inbox Not Working for Anyone on Unity Connection

When single inbox is not working for any of the users on a Cisco Unity Connection server (for example, Unity Connection voice messages are not synchronized into Office 365, and messages sent from ViewMail for Outlook are not delivered), do the following tasks.

1. On the primary server, in Cisco Unity Connection Serviceability, go to Tools > Service Management, and confirm that the service status for the following services is Started:

– Unity Connection Mailbox Sync (in the Critical Services section)

2. If a firewall is configured between the Unity Connection and Exchange servers or between Unity Connection and Active Directory domain controllers, confirm that the necessary ports are opened. For more information, see the “IP Communications Required by Cisco Unity Connection 10.x” chapter in the Security Guide for Cisco Unity Connection Release 10.x at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/security/guide/10xcucsecx/10xcucsec010.html.

Single Inbox Not Working for Unified Messaging Users

When single inbox is not working (for example, Unity Connection voice messages are not synchronized into Office 365, and messages sent from ViewMail for Outlook are not delivered), and when the problem is occurring only for the Unity Connection users whose unified messaging accounts are associated with the same unified messaging service, do the following tasks.

Note When a cluster is configured, do the Unity Connection-specific tasks only on the primary (active) server.

1. Confirm that the unified messaging service is enabled and that single inbox is enabled:

a. In Cisco Unity Connection Administration, on the Unified Messaging > Unified Messaging Services > Edit Unified Messaging Service page, confirm that the Enabled check box is checked.

b. Confirm that the Synchronize Unity Connection and Exchange Mailboxes (Single Inbox) check box is checked.

2. Test the unified messaging service:

a. In Cisco Unity Connection Administration, on the Unified Messaging > Unified Messaging Services > Edit Unified Messaging Service page, select Test.

b. Correct any problems that are listed on the Task Execution Results page.

3. Test one of the affected unified messaging accounts:

a. In Cisco Unity Connection Administration, on the Users > Edit User Basics > Unified Messaging Accounts page, select Test.

b. Correct any problems that are listed on the Task Execution Results page. Among the problems that the Task Execution Results page may list are the following browser errors:

401 error: Possible causes include an incorrect password for the unified messaging services account, an incorrect username, or an invalid format for the username.

403 error: SSL is required in Office 365, but the public certificates from the certification authority (CA) that signed the certificates on the Office 365 servers have not been uploaded to the Unity Connection server.

456 error: Possible causes include expiration of service account. Reset the password on the Office 365 server.

4. In Cisco Unity Connection Serviceability, go to Tools > Service Management. In the Critical Services section, confirm that the service status for the Connection Mailbox Sync service is Started.

5. Check the Active Directory settings on the unified messaging services account:

– Confirm that the account is not locked.

– Confirm that the password for the account has not expired.

6. Temporarily replace the unified messaging services account with the Active Directory account for a Unity Connection UM User:

a. In Connection Administration, on the Unified Messaging > Unified Messaging Services > Edit Unified Messaging Service page, in the Username and Password fields, replace the credentials for the unified messaging services account with the credentials for a Unity Connection user associated with this unified messaging service.

b. Send the user a Unity Connection voice message, and determine whether the voice message synchronized to Office 365.

If the message did not synchronize, switch the Username and Password fields back to the values for the unified messaging services account, then skip to Task 6

If the message did synchronize, the problem is probably with permissions on the unified messaging services account. Continue with Task 6.c.

c. Switch the Username and Password fields back to the values for the unified messaging services account.

d. Send the Unity Connection user another voice message, and determine whether the voice message synchronized to Office 365.

If the message did synchronize, test with some other users who are associated with the same unified messaging service to ensure that the problem is resolved.

7. Use Microsoft EWSEditor to try to access the Exchange mailbox of a Unity Connection user using the unified messaging services account. This allows you to determine whether the problem occurs even when Unity Connection is not involved.

EWSEditor software and documentation are available on the Microsoft website www.testexchangeconnectivity.com.

Single Inbox Synchronization from Office 365 is Delayed

If Unity Connection synchronization to Office 365 is working (for example, voice messages are synchronized to users’ Office 365 mailboxes) but synchronization from Office 365 is delayed (for example, the message waiting indicator is not turned off immediately after the last Unity Connection voice message is heard in ViewMail for Outlook), do the following tasks.

1. In Cisco Unity Connection Administration, display the unified messaging account for one of the affected users, and select Reset.

If synchronization from Exchange to Unity Connection starts working for the affected user, in \, display the unified messaging service associated with the affected user (Unified Messaging > Unified Messaging Services), and select Reset.

You may experience delay (in order of hours) in synchronization of voice messages from Office 365 server to Unity Connection while Resynchronize All Single-Inbox Messages SysAgent task is running. It is recommended to run Resynchronize All Single-Inbox Messages SysAgent task during off hours.

Consider Table 7-1 as an example for 3000 and 5000 Office 365 users.

Note The resynchronization time of voice messages from Office 365 server to Unity Connection depends upon the following factors:

• Number of CAS servers/Arrays
• Number of messages that are out of sync(states) per mailbox
• CAS performance
• Latency between Unity Connection and 0ffice 365

Single Inbox Fails with Office 365 Using ADFS

The Single Inbox may not work, if you are integrating Cisco Unity Connection with Office 365 for Single Inbox where the Unity Unity Connection Account used to access Office 365 was created on active directory and imported into Office 365, as Unity Connection is not equipped to handle ADFS.

To get the Single Inbox working, the account must be created locally on the Office 365 side.

Resolving SMTP Domain Name Configuration Issues

To resolve SMTP Domain Name configuration issues

Step 1 In Cisco Unity Connection Administration, expand System Settings > SMTP Configuration, then select Smart Host.

Step 2 On the Smart Host page, in the Smart Host field, enter the IP address or fully qualified domain name of the SMTP smart host server and select Save. (Enter the fully qualified domain name of the server only if DNS is configured.)

Step 3 In Cisco Unity Connection Administration, expand System Settings, then select General Configuration.

Step 4 On the General Configuration page, in the When a recipient cannot be found list, select Relay message to smart host.

Step 5 Click on Save.

Step 6 In Cisco Unity Connection Administration, expand Users > Message Actions. Select the Accept the message option from the Voicemail drop- down list. Enter an SMTP Proxy Address for the relay address field.

Note Do not create any SMTP Proxy Address for the user.Make sure to select the Relay the message option from the Email, Fax, and receipt drop -down lists.

Step 7 Setup a recipient policy on Exchange Server such that the Unity Connection alias resolves to the corporate email Id.

– For Exchange 2013 or Exchange 2010, see the following link:

http://technet.microsoft.com/en-us/library/bb232171.aspx

– For Exchange 2007, see the following link: http://technet.microsoft.com/en-us/library/bb232171(v=exchg.80).aspx

– For Exchange 2003, see the following link:

http://support.microsoft.com/kb/822447

– For Configuring Exchange Email Policies with Unity Connection, please see the following white paper link:
http://www.cisco.com/en/US/prod/collateral/voicesw/ps6788/ps12506/ps6509/guide_c07-728014.html.