If messages are not being relayed at all, confirm that you have specified the IP address for an SMTP smart host through which Unity Connection relays SMTP messages. (If DNS is configured, you can also specify the fully qualified domain name of the smart host.) To verify this, log in to Unity Connection Administration, navigate to the System Settings > SMTP Configuration > Smart Host page and verify the IP address or hostname of smart host.

If messages are being relayed but not as you expect, check how the message actions are relaying messages for a specific user through the Message Actions page in Unity Connection Administration for that user.

If messages are disappearing, see the Unity Connection Unable to Relay Messages.

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 the 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 status of the Connection Mailbox Sync (in the Critical Services section) service is Started:

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” chapter in the Security Guide for Cisco Unity Connection, Release 12.x at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/security/b_12xcucsecx.html.

When single inbox is not working 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. Confirm that the unified messaging service is enabled and that single inbox is enabled: In Unity Connection Administration, expand Unified Messaging and select Unified Messaging Services. On the Search Unified Messaging Services page, select the unified messaging service of which you want to check the status. On the Edit Unified Messaging Service page, confirm that the Enabled check box is checked. Confirm that the Synchronize Unity Connection and Exchange Mailboxes (Single Inbox) check box is checked. Test the unified messaging service: In Unity Connection Administration, expand Unified Messaging and select Unified Messaging Services. On the Search Unified Messaging Services page, select the unified messaging service that you want to test. On the Edit Unified Messaging Service page, select Test. Correct any problems that are listed on the Task Execution Results page. Test one of the affected unified messaging accounts: In Unity Connection Administration, expand Users and select Users. On the Search Users page, select the user for which you want to update the unified messaging account. On the Edit User Basics page, in the Edit menu, select Unified Messaging Accounts. On the Unified Messaging Accounts page, select Test. 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. (If you use the domain\user format, do not use FQDN format for the domain name.) Another possible cause is that the value of the Web-Based Authentication Mode list does not match the authentication mode configured in Exchange. All values appear on the Edit Unified Messaging Service page. 403 error: SSL is required in Exchange or Office 365, but the public certificates from the certification authority (CA) that signed the certificates on the Exchange servers have not been uploaded to the Unity Connection server. 404 error: (Exchange Only) One possible cause is that the unified messaging service is configured to use the HTTPS protocol to communicate with Exchange servers, but SSL is not enabled in Exchange. 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. Check 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. Temporarily replace the unified messaging services account with the Active Directory account for a Unity Connection user associated with this unified messaging service: In Unity Connection Administration, expand Unified Messaging and select Unified Messaging Services. On the Edit Unified Messaging Service page of the select unified messaging service, 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 the service. Send the user a Unity Connection voice message, and determine whether the voice message synchronized to Exchange or 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 7. If the message did synchronize, the problem is probably with permissions on the unified messaging services account. Continue with Task 6.c. Switch the Username and Password fields back to the values for the unified messaging services account. Regrant permissions as documented in the “Configuring Unified Messaging” chapter in the Unified Messaging Guide for Cisco Unity Connection Release 12.x at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/unified_messaging/b_12xcucumgx.html. Send the Unity Connection user another voice message, and determine whether the voice message synchronized to Exchange or Office 365. If the message did not synchronize, skip to Task 7. 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. If Exchange mailboxes for the users are all homed on the same Exchange server, confirm that the required services are running on the Exchange servers: If the mailboxes are all homed on Exchange 2010, confirm that the EWS virtual directory is running on that Exchange server. Confirm that Exchange authentication and SSL settings are the same on all the Exchange servers and confirm that Unity Connection settings match the Exchange settings. For more information, see the “Confirming Exchange Authentication and SSL Settings for Unity Connection ” section of the “Configuring Unified Messaging” chapter in the Unified Messaging Guide for Cisco Unity Connection Release 12.x at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/unified_messaging/b_12xcucumgx.html. (Office 365 Only) Confirm that Office 365 servers, which Unity Connection accesses have authentication mode set to Basic or OAuth2. (Office 365 Only) If authentication mode is set to OAuth2 for Office 365 service, then verify the following: If "EvtMbxOAuthAccessTokenDBSaveSuccess" event occurs in the CiscoSysLog in every 50 minutes, this confirms that the OAuth access token is successfully updated in the database for Unified Messaging Service. If CiscoSysLog contains "EvtMbxOAuthAccessTokenRefreshThreadFailed" event, this confirms that the refresh token thread is not successfully started. To resolve the issue, restart the Connection Mailbox Sync service on Cisco Unity Connection Serviceability page. If you are not able to resolve the issue, contact to Cisco TAC. If CiscoSysLog contains "EvtMbxOAuthDBHelperFailedToSetAccessToken" event, this confirms that OAuth access token is not successfully saved in database. If you are not able to resolve the issue, contact to Cisco TAC. If CiscoSysLog contains "EvtMbxOAuthDecryptionFailed" event, this confirms that while fetching the token, Unified Messaging Service password is not decrypted successfully. To resolve the issue, go to Cisco Unity Connection Administration and navigate Unified Messaging > Unified Messaging Services > Edit Unified Messaging Service. On Edit Unified Messaging Service page, enter the password again in Account Used to Access Exchange field and Save the page. If you are not able to resolve the issue, contact to Cisco TAC. If CiscoSysLog contains "EvtMbxOAuthEmptyAccessTokenAfterMaxRetries" event, this confirms that empty access token has been received. To resolve the issue, go to Edit Unified Messaging Service page on Cisco Unity Connection Administration and check all the configuration entered on the page. If you are not able to resolve the issue, contact to Cisco TAC. If CiscoSysLog contains "EvtMbxOAuthHttpStatusCode" event, this confirms that access token requset getting bad response. You may get below error code in CiscoSysLog. 401 error: Possible causes include the incorrect values of Application ID, Client Secret and Client ID. Verify the values on the Edit Unified Messaging Service page. 0 error: Possible causes include the incorrect values of Proxy Server and Active Directory DNS Domain Name. Verify the values on the Edit Unified Messaging Service page. After resolving the errors, either wait for the OAuth access token to be successfully updated in the database or run the below CLI for immediate resolution. admin:run cuc dbquery unitydirdb update tbl_externalservicetoken set exchservertoken="" where externalserviceobjectid='<obejectid of corresponding unified messaging service>' If you configured the unified messaging service to validate certificates for Exchange or Office 365 servers or for Active Directory domain controllers: Confirm that the applicable certification authority certificates have been uploaded to the Unity Connection server. Confirm that the certification authority certificates have not expired. (Exchange Only) If all Unity Connection users associated with this unified messaging service have mailboxes homed on the same Exchange server, and if you are using HTTPS as the web-based protocol, confirm that SSL is properly configured: Confirm that certification authority certificates have been uploaded to the Unity Connection server. In Unity Connection Administration, confirm that the Exchange server name specified in the unified messaging service exactly matches the common name in the SSL certificate for that Exchange server. Confirm that the SSL certificates have not expired. (Exchange Only) Use Microsoft EWSEditor 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.

1. Confirm DNS settings:

   • Confirm that the Exchange server is reachable from Unity Connection.

   • If you configured the unified messaging service to search for Exchange or Office 365 servers, confirm that the Unity Connection server is configured to use DNS.

   • If you configured the unified messaging service to search for Exchange or Office 365 servers, confirm that the name of the Exchange or Office 365 server is resolvable by the DNS server that Unity Connection is configured to use.

   • If you configured the unified messaging service to search for Exchange or Office 365 servers, confirm that the DNS server that Unity Connection is using is configured with appropriate records for auto-discovery.

When single inbox is not working (for example, Unity Connection voice messages are not synchronized into Exchange, and messages sent from ViewMail for Outlook are not delivered), and when the problem is occurring for one or more Unity Connection users but not for all users associated with a 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. In Unity Connection Administration, expand Users and select Users. On the Edit User Basics page, in the Edit menu, select Unified Messaging Accounts. On the Unified Messaging Accounts page for the user, confirm that the user is associated with a unified messaging service on which single inbox is enabled. If you created an Exchange 2010 mailbox for the unified messaging services account, and if Exchange mailboxes for the affected users were moved from one Exchange 2003 mailbox store to another, delete the Exchange 2010 mailbox. In Cisco Unity Connection Administration, expand Users and select Users. On the Edit User Basics page, in the Edit menu, select Unified Messaging Accounts. On the Unified Messaging Accounts page for the user, confirm that single inbox is enabled in one of the user’s unified messaging accounts. In Cisco Unity Connection Administration, expand Users and select Users. On the Edit User Basics page, in the Edit menu, select Unified Messaging Accounts. On the Unified Messaging Accounts page for the user, confirm that Unity Connection is configured to use the correct Exchange email address. In Cisco Unity Connection Administration, expand Users and select Users. On the Edit User Basics page, in the Edit menu, select SMTP Proxy Addresses. On the SMTP Proxy Addresses page for the user, confirm that there is an SMTP proxy address that matches the user’s Exchange mail address. If the user’s Exchange mailbox was not moved, skip to Task 8.

If the user’s Exchange mailbox was moved, and if the user is associated with a unified messaging service that specifies an Exchange server instead of allowing Unity Connection to search for Exchange servers, determine whether Unity Connection is able to automatically detect mailbox moves. See the “Configuring Unified Messaging” chapter in the Unified Messaging Guide for Cisco Unity Connection Release 12.x at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/unified_messaging/b_12xcucumgx.html.

1. If the user’s Exchange mailbox is homed on a new Exchange server, confirm that the unified messaging services account has the permissions necessary to access the server. For more information, see the “Configuring Unified Messaging” chapter in the Unified Messaging Guide for Cisco Unity Connection Release 12.x at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/unified_messaging/b_12xcucumgx.html.

2. If single inbox is not working for all of the Unity Connection users whose mailboxes are homed on the same Exchange server, confirm that the required services are running on the Exchange servers:

   • If the mailboxes are all homed on an Exchange 2013, Exchange 2010,Unity Connection or Exchange 2007 server, confirm that the EWS service is running on that Exchange server.

   • If the mailboxes are all homed on an Exchange 2003 server, confirm that the WebDav service is running on that Exchange server.

3. If single inbox is not working for all of the Unity Connection users whose mailboxes are homed on the same Exchange server, and if you are using HTTPS as the web-based protocol, confirm that SSL is properly configured:

   • In Unity Connection Administration, uncheck the Validate Certificates for Exchange Servers check box, and determine whether single inbox is now working.

   • Confirm that SSL certificates have been uploaded to the Unity Connection server.

   • Confirm that the SSL certificates have not expired.

If Unity Connection synchronization to Exchange is working (for example, voice messages are synchronized to users’ Exchange mailboxes) but synchronization from Exchange 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 Serviceability, go to Tools  > Service Management and confirm that the service status for the Unity Connection Jetty service is Started. If not, activate and start the service, then test one of the affected users.

2. At a command line on the Exchange server, run the following command to telnet from the Exchange server to the Unity Connection server (confirm that port 7080 is open in the firewall, if applicable):

telnet <IP address of the Unity Connection server> 7080

If no error message is returned, the Exchange server was able to connect to the Unity Connection server. If an error message is returned:

• In Cisco Unity Connection Serviceability, confirm that the Unity Connection Jetty service is running.

• Troubleshoot the network problem.

Press Ctrl-K to exit from Telnet.

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 Unity Connection Administration, display the unified messaging service associated with the affected user (Unified Messaging > Unified Messaging Services) and select Reset.

If you Reset a particular unified messaging service, the synchronization is delayed for all of the users associated with the unified messaging service as Unity Connection resynchronizes data with Exchange.

If the synchronization from Exchange is delayed, you can also check if the number of outstanding requests is consistently not exceeding 999. To check the number of outstanding request, you need to enable the CsMbxSync (level 19) traces. For more information on traces, see Traces in Cisco Unity Connection Serviceability.

If the number of outstanding requests is consistently increasing to a value greater than 999, check the EWS latency (EWS request-response RTT time) between Unity Connection and Exchange Server. If the latency is more than the supported value, calculate the number of connections and change the number of connections to a calculated value. For information on maximum EWS latency and the method to calculate connections, see the “Calculating the Number of Connections for One Unity Connection Server” section of the Single Inbox in Cisco Unity Connection 12.x chapter of Design Guide for Cisco Unity Connection Release 12.x https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/design/guide/b_12xcucdg.html.

If Unity Connection synchronization to Office 365 is working (for example, voice messages are synchronized to users’ Exchange 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.

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

If synchronization from Unity Connection to Exchange fails for set of users and the unified messaging account Reset button press is not resolving the problem, do the following tasks:

1. Run the following CLI command to get list of aliases having Mailbox Status field set as non-zero: run cuc dbquery unitydirdb select y.alias from vw_mailboxmap as x, vw_user as y where x.userobjectid=y.objectid AND x.status != 0.

2. If the above CLI execution gives list of user aliases then we need to check the reason of non-zero value of status for listed users. If required, we can update the status field to zero through the following CLI command: run cuc dbquery unitydirdb update tbl_mailboxmap set status = 0

   Note	Updating the value of "status" as zero is just a work around and we must investigate the reason of status getting changed.

If you are integrating Unity Connection with Office 365 for Single Inbox where the Unity Connection Account used to access Office 365 was created on active directory and imported into Office 365, the Single Inbox may not work 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.

Internet Message ID is a unique identifier for internet messages. Cisco Unity Connection assigns a unique Internet message ID to each voice message. If messages are restored with same internet message ID, the duplicate messages are created in the mailbox of a user. When mailbox synchronizes with Exchange, the duplicate messages are reflected in the Single Inbox.

To resolve the issue of duplicate messages in Single Inbox, a user or administrator must delete the duplicate messages from the mailbox.

Note	COBRA is one of the interfaces that provide the option to restore the messages as duplicate messages. To avoid the duplicate message issue in Single Inbox, do not select the option to restore the messages as duplicate messages.

If single inbox users do not receive incoming voice messages or receipts in the Outlook Inbox, note the following:

• Check the Junk E-mail folder to see whether the messages or receipts are automatically being filtered to this folder. The junk-email filter can be updated to add specific sender addresses or domain names to the safe filter list. For information on configuring the Junk E-mail folder to exclude a class of messages, refer to the Microsoft documentation.

• Check the configuration of any email anti-spam filters in your organization to see whether voice messages are being routed to a location other than the Outlook Inbox folder, .wav attachments are being removed, or the policy is otherwise interfering with the delivery of voice messages or receipts to Outlook.

• If you have Unity Connection mailbox quotas configured, and if a user has exceeded the send/receive quota, Unity Connection prevents messages from being received in the user’s Unity Connection mailbox. ViewMail for Outlook does not notify a user that the send/receive threshold has been reached and that callers are therefore not allowed to leave voice messages for that user; the user would know only by checking voice messages in Unity Connection. However, when a user sends a message after reaching the send quota, ViewMail for Outlook does notify the user. The send quota is a lower threshold, so a user reaches the send/receive quota only by ignoring the earlier warning.

If single inbox users cannot send messages through the Unity Connection server from the Outlook client—for example, users receive non-delivery receipts (NDRs)—consider the following possibilities:

• The email address of the message sender must exactly match a primary or proxy SMTP address configured in Unity Connection.

• The email address of the message recipient must match a primary or proxy SMTP address that is configured for a Unity Connection user, or an SMTP proxy address that is configured for a VPIM contact. If no such match is found, Unity Connection relays the message to the SMTP smart host, or sends an NDR to the sender, depending on the option selected in the When a Recipient Cannot be Found setting on the System Settings > General Configuration page in Unity Connection Administration. By default, Unity Connection sends an NDR.

If users unexpectedly receive voice messages in their corporate or other email accounts rather than their Unity Connection mailboxes, consider the following possibilities:

• The email address of the message recipient must match a primary or proxy SMTP address that is configured for a Unity Connection user, or an SMTP proxy address that is configured for a VPIM contact. If no such match is found and Unity Connection is configured to relay the message to the SMTP smart host, the message is relayed to the applicable email address. Confirm that the message recipient has a proxy SMTP address configured for the applicable email address. See the “SMTP Proxy Addresses” section of the “User Settings” chapter of the System Administration Guide for Cisco Unity Connection, Release 12.x, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/administration/guide/b_12xcucsag.html.

• If message actions for the recipient are configured to relay messages of a particular type (voice, email, fax or delivery receipt) to the user at the corporate email address, the seemingly erroneous routing of messages may be expected behavior. Message actions are also configured in the unified messaging service that is specified in the recipient’s unified messaging account, and the interaction of the user-level setting and the setting in the unified messaging service may produce unanticipated results. For a summary of how message actions are relaying messages for a specific user, in Unity Connection Administration, see the Message Actions page for that user.

To play secure messages from Outlook, you must install Cisco Unity Connection ViewMail for Microsoft Outlook version. When you view a secure message in Outlook, the text in the message briefly explains secure messages but does not include a .wav attachment. The only copy of the .wav file remains on the Unity Connection server.

Caution

If you delete a secure message from Outlook, Unity Connection moves the message to the deleted items folder in Unity Connection. If message aging is configured, the message is eventually deleted.

Unity Connection synchronizes voice messages in the following Outlook folders with the Unity Connection Inbox folder for the user, so the messages are still visible in the Unity Connection Inbox folder:

• Subfolders under the Outlook Inbox folder

• Subfolders under the Outlook Deleted Items folder

• The Outlook Junk Email folder

Unity Connection synchronizes voice messages in the Sent Items Outlook folder with the Unity Connection Sent Items folder for the user, so the messages are still visible in the Unity Connection Sent Items folder.

When Unity Connection replicates a secure voice message to Exchange, the replicated message contains only text that briefly explains secure messages; only the copy of the .wav file remains on the Unity Connection server. When a user plays a secure message using ViewMail for Outlook, ViewMail retrieves the message from the Unity Connection server and plays it without ever storing the message in Exchange or on the computer of the user.

If the user moves a secure message to an Outlook folder that is not synchronized with the Unity Connection Inbox folder, the only copy of the voice message is moved to the deleted items folder in Unity Connection, and the message can no longer be played in Outlook. If the user moves the message back into the Outlook Inbox folder or into an Outlook folder that is synchronized with the Unity Connection Inbox folder, and:

• If the message is still in the deleted items folder in Unity Connection, the message is synchronized back into the Unity Connection Inbox for that user, and the message becomes playable again in Outlook.

• If the message is not in the deleted items folder in Unity Connection, the message is not resynchronized into Unity Connection and can no longer be played in Outlook or Unity Connection.

For more information, see the “Synchronization with Outlook Folders” section of the "Introduction to Unified Messaging" chapter in the Unified Messaging Guide for Cisco Unity Connection Release 12.x at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/unified_messaging/b_12xcucumgx.html.

If you upgraded from Cisco Unity that was configured as unified messaging server and migrated the messages from the server, note the following:

• Two copies of migrated messages appear in the Exchange mailbox for each user: the original message and the migrated message that is synchronized into the Exchange mailbox when single inbox is configured.

• If a user uses Outlook to play the original message in Exchange (the copy that Cisco Unity put into Exchange when the message was received), the message remains unread in Unity Connection, and the message waiting indicator remains on. Playing the migrated message (the copy that was synchronized into the Exchange mailbox by the single inbox feature) or playing messages that are received after the migration turns off the message waiting indicator as appropriate.

If you have enabled the Mark Items as Read When Viewed in the Reading Pane option in Outlook, the message is marked as read as soon as you select it in the Outlook inbox. If this is the only Unity Connection voice message that you have not heard, Unity Connection turns off the message waiting indicator.

If you upgraded from Cisco Unity that was configured as unified messaging server and migrated the messages from the server, note the following:

• Two copies of migrated messages appear in the Exchange mailbox for each user: the original message and the migrated message that is synchronized into the Exchange mailbox when single inbox is configured.

• If a user uses Outlook to delete the original message in Exchange (the copy that Cisco Unity put into Exchange when the message was received), the migrated message remains in the user’s inbox in Unity Connection. Deleting the migrated message in Outlook (the copy that was synchronized into the Exchange mailbox by the single inbox feature) causes the message to be moved from the user’s inbox in Unity Connection to the user’s deleted items folder in Unity Connection.

• For more information on how the deleted messages are handled, see the Location for Deleted Messages section of the “Introduction to Unified Messaging in Cisco Unity Connection 12.x” chapter of Unified Messaging Guide for Cisco Unity Connection Release 12.x at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/unified_messaging/b_12xcucumgx.html.

Unity Connection synchronizes voice messages in the following Outlook folders with the Unity Connection Inbox folder for the user, so the messages are still visible in the Unity Connection Inbox folder:

• Subfolders under the Outlook Inbox folder

• Subfolders under the Outlook Deleted Items folder

• The Outlook Junk Email folder

If a user moves voice messages into Outlook folders that are not under the Inbox folder, the messages are moved to the deleted items folder in Unity Connection.

For more information, see the “Synchronization with Outlook Folder” section of the “Introduction to Unified Messaging” chapter in the Unified Messaging Guide for Cisco Unity Connection Release 12.x at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/unified_messaging/b_12xcucumgx.html.

When users change their Cisco Personal Communications Assistant (PCA) password in the Messaging Assistant, they must also update the password configured in ViewMail options so that the client can continue to access Unity Connection and retrieve voice messages. Likewise, when LDAP authentication is configured and the PCA password is changed in LDAP, the password configured in ViewMail options must be updated. If the PCA password has been changed but ViewMail has not been updated, users typically see a message indicating that the invalid credentials were entered for the account when they try to use ViewMail features.

To troubleshoot problems with the Cisco ViewMail for Microsoft Outlook form, you can enable diagnostics on the user workstation.

You can enable the Unity Connection VMO macro trace to troubleshoot client problems from the server side.

For detailed instructions on enabling and collecting diagnostic traces, see the Using Diagnostic Traces for Troubleshooting.