Another UVM issue...

[Camoron]

This client has an internal SMTP server on 10.10.10.6 using Port 25 with no security as per their IT company. I set up the gateway with that info and set up a bunch of users with Enhanced Integration. They get the UVM Welcome Email but none of the voicemails are sent to them. I did configure it to use Voicemail instead of INBOX as the default account folder for sync, but I don't know if this could be causing problems. I looked into the Voicemail logs and I keep seeing this pop up over and over:

[44090 10-12-2015  9:25:10 ]*UM* IMAP INFO: Trying IP address [10.10.10.6]
[44091 10-12-2015  9:25:10 ]*UM* IMAP WARNING: SSL Connection failed, attemting TCP
[44092 10-12-2015  9:25:10 ]*UM* IMAP INFO: Trying IP address [10.10.10.6]
[44093 10-12-2015  9:25:10 ]*UM* IMAP ERROR: Connection failed to 10.10.10.6,143: Connection refused
[44094 10-12-2015  9:25:10 ]*UM* IMAP ERROR: Connect failed; TCP Connection Failed
[44095 10-12-2015  9:25:10 ]*UM* 103: FAILED to connect to IMAP Server
[44096 10-12-2015  9:25:10 ]*UM* IMAP ERROR: [CLOSED] IMAP connection broken (command)
[44097 10-12-2015  9:25:10 ]*UM* 103: Restarting Main Thread


Is this my problem? Why is it showing up as an IMAP error?

[Tech Electronics]

Camoron,

What type of Email Server do they have? If it is Exchange then it will need to be setup as IMAP for Enhanced Integration.

Have you set this up according to the documentation provided by Mitel?

Thanks,

TE

[Camoron]

Yes, they are using Exchange. How do you set it up as IMAP? The only option I have in the dropdown box has only ever been SMTP.

[Tech Electronics]

Camoron,

Mitel has documentation on what is required to be setup on both the 5000 and the Exchange Server.

Thanks,

TE

[Camoron]

Any idea where I can find that documentation? I am in Mitel Online looking through technical documents but the only setup info I can find seems to be for Office 365, not Exchange.

[Tech Electronics]

Camoron,

Well, there are a few guides on setting it up, but since I don't know the version of Exchange that you are attaching to then I can't direct you to the right solution. So here is what we will do. Look for this document and follow it for setting up the gateway and preparing for UM.

(609028361) UVM E-Mail Synchronization Administrator Guide

Now, anytime that you see Office 365 that would be the same as Exchange since they are the same product line. There is also a KB that is labeled as "Setting up Exchange 2013 to work with the Mitel 5000 for Unified Messaging" which should also help.

Hopefully that points you in the right direction, but if you need to learn how to troubleshoot it better there are other things that you can do as well.

Thanks,

TE

[Camoron]

I've looked through this guide and others. The UVM setup guide only has instructions for setting up the Email client, not Exchange Server. I am working with the IT Administrator right now and he has virtually everything set up to allow any connection attempts through, but the IMAP connections are still failing every 30 minutes. He even looked through the Office 365 setup info and said it was already setup with everything and nothing in it was helpful.


Edit: LOL... after scratching our heads for a long time, trying numerous access rules and settings, I looked at him and asked "I mean, I can't think of anything else... IMAP is running, right? We shouldn't need to do much else."

And then he said "Yeah.... wait...." and checked his services. It wasn't running. Everything's fine now and we had a good laugh.

[Camoron]

Okay, sorry to bump this thread but now I am having a different issue. UVM is working but it seems to resend the email letting them know they have a voicemail every hour on the hour until they delete the voicemail from their mailbox. Even having a saved voicemail makes it send the email.

Edit: After some digging around I think this is related to the IMAP IDLE command not being supported? I am going to change it to Polling to see if that fixes it, but shouldn't IMAP IDLE be supported by Exchange 2010?

[Camoron]

Setting it to Polling didn't fix it... it's still sending out an email every hour for each voicemail until the voicemail gets deleted. Does anyone have any ideas what is doing this?

[akuhn]

Just to add my 2 cents, my Mitel techs tell me there is a known issue with Office 365 and older firmwares on the 5000.  Do you know what version is running on your 5000?  If it's several years old, you may need to get it up to date.  I'm not sure if this detail was mentioned in this string.  Good luck.

[Camoron]

Hi,

Thanks for the response. The installation is brand new, version 6.0.11. For now I've put everyone on Forward & Copy and they don't get spammed, but they wanted Enhanced Integration and I'd hate to make our client unhappy.

[Camoron]

I switched their email gateway over to our company's gmail server and settings and got a user working with Enhanced Integration with no issues, no spam, etc. I watched the log as an hour came and saw this:

[25003 10-22-2015 13:26:36 ]*UM* 113: mm_flags 1
[25004 10-22-2015 13:26:36 ]*UM* 113: Entering Account Worker
[25005 10-22-2015 13:26:36 ]*UM* 113: Remote JOB Processing
[25006 10-22-2015 13:26:36 ]*UM* IMAP INFO: Trying IP address [209.85.145.109]
[25007 10-22-2015 13:26:36 ]*UM* IMAP INFO: Gimap ready for requests from 24.236.158.133 rj6mb2310949iec
[25008 10-22-2015 13:26:36 ]*UM* IMAP INFO: [HIGHESTMODSEQ 90324]
[25009 10-22-2015 13:26:36 ]*UM* 113: SEARCH using FROM
[25010 10-22-2015 13:27:37 ]*UM* 113: Wait For Job resulted


And no emails were sent, so it's working correctly. Does this mean the issue is definitely an Exchange setting, since it's proven to work correctly with gmail?

[Camoron]

Okay... switched back to Exchange and now it's working with no spam. One of my coworkers said they tried entering the domain into the Domain Name field in IP Settings... could that possibly have been the issue? Very weird.