Unity Connection Experiences Slow Message Delivery or Updates from Microsoft Outlook with Microsoft Office 365

Introduction

This document describes a problem encountered where Unity Connection experiences a delay with message delivery to Microsoft Outlook via Exchange Web Services (EWS) and/or with updates from Microsoft Outlook, which affects the Message Waiting Indicator (MWI). Unity Connection with the Single Inbox feature is integrated with Microsoft Office 365 Wave 14 or Wave 15.

Problem

Unity Connection sometimes experiences a delay with message delivery to or updates from Microsoft Outlook. If you encounter this problem, the first step is to attempt to determine the cause of the issue. In order to do this, you must enable these traces:

1. Go to Cisco Unity Connection Serviceability.
2. Navigate to Trace > Micro Trace.
3. Select CsEWS, check all of the options, and click Save.
4. Select CsMbxSync, check of the all options (except 00, 01, 02), and click Save.
5. Leave a test message or check a message. Note the time the action starts and the time the action completes.
6. Gather the traces with the Real-Time Monitoring Tool (RTMT).
   
   
   1. Go to Trace & Log Central.
   2. Collect the files.
   3. Check the Connection Mailbox Sync checkbox.
   4. Click Next.
   5. Click Next again.
   6. Select the time range of test.
   7. Select the location for where to collect the files.
   8. Click Finish.

You might end up with several diag_CuMbxSync_* files. In this situation, Notepad++ is useful.

It is helpful to search for two terms:

• Outstanding Reqs
• ResponseTime

If your issue is related to congestion when Unity Connection transmits requests to Office 365, you might encounter this output. These values should be as close to 0 as possible most of the time. If the values are higher, then there is a delay with message arrival in Microsoft Outlook and MWI updates once the message is read:

    16:04:44.249 |11190,yoda2.cisco.com,{a2a08dae-3f49-428c-a9ba-f7afbf5caeb4},
    CsMbxSync,21,CCsMsScheduler::Execute() executing task for this subscriber,
    Outstanding Reqs 527
    16:04:44.249 |11190,outlook.office365.com,{a9b7e799-3c5c-404e-bf43-db240f494c59},
    CsMbxSync,21,CCsMsScheduler::Execute() executing task for this subscriber,
    Outstanding Reqs 526
    16:04:44.948 |11180,yoda2.cisco.com,{5823338a-6501-4e7a-9085-c3b1a4368ac8},
    CsMbxSync,21,CCsMsScheduler::Execute() executing task for this subscriber,
    Outstanding Reqs 525
    16:04:44.948 |11180,outlook.office365.com,{926ff694-fc87-4b98-a90a-a86630d44b67},
    CsMbxSync,21,CCsMsScheduler::Execute() executing task for this subscriber,
    Outstanding Reqs 525

If your issue is related to slow responses from Microsoft, you might encounter this output. It is optimal for response times to be less than 500 milliseconds (ms):

    16:04:59.959 |11191,outlook.office365.com,{39879b9e-99da-4fc0-a647-72bcb9a930ca},
    CsEws,12,EWS Request: FindItem, Request ID:  31b6f83b-c50d-4253-9b76-abf484281e6a,
    ResponseTime: 1311 ms
    16:04:59.997 |11186,outlook.office365.com,{7814f067-f624-4bdf-85e0-b194a9fcdfbb},
    CsEws,12,EWS Request: UpdateItem, Request ID:  05167dfc-22eb-4180-81cd-7aca6622b3a0,
    ResponseTime: 1273 ms
    16:05:00.019 |11202,outlook.office365.com,{dd478a3a-44c9-413c-82cb-c1e619ff5ad7},
    CsEws,12,EWS Request: FindItem, Request ID:  37bc3476-2a79-40dd-9fde-e2e599e1adf2,
    ResponseTime: 1209 ms
    16:05:00.158 |11201,outlook.office365.com,{68940e01-69a2-4813-b83d-bc73cff6b0a8},
    CsEws,12,EWS Request: GetFolder, Request ID:  da83b332-246c-4f01-8f3c-b5ef4a1a50bd,
    ResponseTime: 1253 ms
    16:05:00.231 |11184,outlook.office365.com,{341de5bf-3d68-442b-b58d-11c7b3d5fd4b},
    CsEws,12,EWS Request: FindFolder, Request ID:  2108c5a6-57fc-43f1-a2a6-0bb9447c5c03,
    ResponseTime: 2042 ms

Solution

1. Make sure you enable Paging when you use Microsoft Office 365. For more information, refer to Cisco bug ID CSCtz20281
   
   Here is the command:
   

      run cuc dbquery unitydirdb execute procedure csp_ConfigurationModifyBool
      (pFullName='System.Messaging.MbxSynch.MbxSynchUsePaging',pvalue =1)

   
   
   
2. Try to increase the number of threads to Microsoft Office 365:
   
   For more information, refer to Increasing the Number of Connections in Single Inbox in Cisco Unity Connection 9.x
   
   Here is the command:
   
   

      run cuc dbquery unitydirdb EXECUTE PROCEDURE csp_ConfigurationModifyLong 
      (pFullName='System.Messaging.MbxSynch.MbxSynchThreadCountPerUMServer',
       pValue=<value>) 

   
   
   You can set the value as high as 64 in order to determine if this has an impact on queue size reduction. The default value is 4.
   
   
3. If you continue to have an issue, you should open a case with Microsoft in order to determine why Unity Connection experiences a delay with message transmittal to and responses from Microsoft Office 365.

Related Information

• Exchange Web Service (EWS) 
• Technical Support & Documentation - Cisco Systems