Troubleshooting Advanced UM

Advanced UM log files can be found here: /usr/vm/log/msblog.txt.

Outlook Client Plug-in Issues

The Trusted Code tab does not appear in the Outlook Security Settings form.

If the security settings form contains only the Outlook Security Settings tab and the Programmatic Settings tab, it means that an early version of the form (earlier than Outlook 2002) is being used. When you publish the OutlookSecurity.oft form, make sure that any existing security form is overwritten. At this point, it is a good idea to delete the Outlook Security Settings folder on the Exchange Server and recreate by following the steps described in Install Outlook Administrator Security Package and Configure Security Settings for Outlook.

There may also be complications if more than one version of the form exist together in the public folder. For example, determining which version of the form Outlook Client uses can become complicated. Additional details can be found at: http://office.microsoft.com/en-au/assistance/HA011402931033.aspx.

Unable to save changes to the Outlook Security Settings form.

The Mail Profile being used when modifying the Outlook Security Settings form through Outlook must connect to Exchange through a user having Write permissions on the Outlook Security Settings folder. Check the permissions on the folder and the user the Mail Profile is using when connecting to Exchange. Also ensure that the user profile being used is in online mode.

Exchange server and NuPoint Unified Messaging server not synchronized (LDAP or IMAP services timeout)

Synchronization between the Exchange server and the NuPoint Unified Messaging server may be affected if the Exchange server has been restarted or put into maintenance mode, especially if after a prolonged outage. If synchronization is not recovered and there is an LDAP or IMAP services timeout on the NuPoint Unified Messaging server, you must restart the NuPoint Unified Messaging server.

Deleted voice messages are re-delivered

Sometimes, the synchronization between the Exchange server and the NuPoint server is temporarily lost, perhaps due to a system time-out or a restart of the NuPoint UM system. If a user deletes a voice mail while the synchronization is out, that email may be re-delivered when the connection is restored.

Delay in the delivery of voice messages to a user's mailbox

If a user’s mailbox is full or of limited size, there is a delay in the delivery of voice messages. An ideal mailbox size can alleviate this issue. For an ideal mailbox size, specify the following configuration while setting up a user’s mailbox:

Maximum Connections per User – set the value to 200000
Maximum Allowed Sessions per User – set the value to 2048
Maximum Allowed Service Sessions per User – set the value to 2048

These are the settings recommended by Microsoft for Exchange Servers that use IMAP.

Note:

These settings do not affect CPU and memory usage.
These settings can be applied on Exchange 2013 and 2016.

NuPoint voice messages deleted prematurely

Client applications that change the MessageClass property of NuPoint voice mails in Outlook are not supported.

NuPoint UM voice mails in Outlook have a MessageClass property of "IPM.Note.Multimedia". Client applications (such as the Mitel Messaging Server) that change the message class can make NuPoint UM delete voice messages prematurely when attempting to synchronize with Outlook.

Voice mail synchronization failure due to message length exceeding 3-MB limit

If you attempt to send a voicemail of size exceeding 3 MB, you may encounter a warning in Outlook indicating that voicemail synchronization has failed. This occurs when the message size exceeds the maximum supported length by the Office365 OAuth 2.0 system. The longest allowed duration for an MP3 file is 6 minutes, which corresponds to a size of 3 MB.

Microsoft Exchange - On-Premise In-House system

For On-Premises In-House Microsoft Exchange IMAP system, the maximum message duration is 15 minutes (or size 7 MB) for an MP3 file.
For On-Premises In-House Microsoft Exchange SMTP system, the maximum message duration is 60 minutes (or size 30 MB) for an MP3 file.

The default limit of 15 MB cannot be altered through the user interface. It can be modified from the command- line interface. To increase the maximum message length, use the following command:

config setprop qmail MaxMessageSize 100000000
signal-event email-update

Note: This will adjust the limit only for the NPM-to-MSL transfer. MSL will still need to transfer the message to another system, which might have its own size limit.

Microsoft Office 365 - Cloud

For Cloud Microsoft Office365 OAuth 2.0 system, the maximum message duration is 6 minutes (or size 3 MB) for an MP3 file.
For Cloud Microsoft Office365 SMTP system, the maximum message duration is 60 minutes (or size 30 MB) for an MP3 file.

The default limit of 15 MB cannot be altered through the user interface. It can be modified from the command- line interface. To increase the maximum message length, use the following command:

config setprop qmail MaxMessageSize 100000000
signal-event email-update

Note: This will adjust the limit only for the NPM-to-MSL transfer. MSL will still need to transfer the message to another system, which might have its own size limit.

NuPoint voice mail to E-mail sync with Microsoft Office365 OAuth 2.0 in a hybrid environment

Symptom:

Users are unable to synchronize their voice mails and E-mail in a hybrid environment using NuPoint voice mail to E-mail with Microsoft Office365 OAuth 2.0.

Sample Error Message:

Received Error From Python [error_code:ErrorAccessDenied,message: Access is denied. Check credentials and try again.]

Cause:

The issue is caused by lack of proper permissions for the Office365 account or a problem with the configuration of the hybrid environment. In particular, the NuPoint voice mail to E-mail feature requires users to be in the Office365 Azure Active Directory. Hybrid environments with On-Premise Active Directory are not supported by Microsoft Office365 OAuth 2.0 Education.

Corrective Action:

Check User Accounts: Ensure that all user accounts involved in the hybrid environment are synchronized with Azure Active Directory. User accounts is not synchronized will not be able to use the NuPoint voice mail to E-Mail feature.
Check Permissions: Verify that the Office365 account has the necessary permissions to access and is synchronized with the NuPoint voice mail system. Ensure that the permissions are configured correctly. Incorrect permissions can cause the sync to fail.
Check Environment: Verify that the environment is set up correctly. Ensure that the hybrid environments are not synced with On-Premises Active Directory that are not supported by Microsoft Office365 OAuth 2.0 Education.
Use REST APIs: If you are using a hybrid environment, note that using REST APIs to access mailboxes in Exchange hybrid deployments is deprecated. For more information, refer to Use REST APIs to access mailboxes in Exchange hybrid deployments (deprecated).

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