Voicemail to Email issues

[cholzhauer]

My favorite topic...

I have a user who is not getting a copy of their voicemail in their email.  It's working for everyone else, so I removed his user account on the phone system and re-created.

Sync is set to enhanced integration.  Email address and server are correct.

The phone system logs show that he gets an email and the lamp is lit, but that's about it.

Running version 6.1

[Tech Electronics]

cholzhauer,

Did you check the mail.log to see what it is saying the problem is?

Thanks,

TE

[acejavelin]

To clarify TE's response...

Connect with System Admin & Diagnostics and activate advanced monitoring, then press the "View system logs" button at the bottom of the System Information box. Scroll down the list until you find mail.mainlog under the System section, all email transactions are logged there, you should be able to diagnose the problem quickly.

[cholzhauer]

Hi Guys,

Yes, I looked there, that's why I think it's "broken"

If a voicemail is left, there is nothing in the logs that indicates the system tried or failed to send a message to that user's email address.

[Tech Electronics]

cholzhauer,

Try changing them to Forward and Copy and see if that works and shows something in the logs.

acejavelin,

Thanks for the assist on that one.

Thanks,

TE

[cholzhauer]

Toggling the settings between enhanced and store/forward worked, thanks guys.

[acejavelin]

Enhanced Integration uses IMAP to sync to a user's account directly, it needs the email server's IMAP address (often the same as the SMTP or POP address but not always), the INBOX path, the user's login name, and the user's password. It is very different than Copy & Forward which just sends and SMTP copy of the voicemail.

Enhanced Integration talks directly to the IMAP service of the email server, it doesn't really send messages... Copy&Forward or Forward Only just sends and email attachment. Which one were you trying for, or what are other accounts that work using?

[cholzhauer]

Everyone has been on enhanced integration since we installed the system years ago.  For whatever reason, this one user just stopped working out of the blue.  Setting it to store and forward, testing, then setting back to enhanced fixed the issue.