Some customers that have used Unity in the past have created Outlook rules to forward voicemail
messages to other users or distribution list.
With Unity Connection 8.5.1 there is the feature called Single Inbox. This feature uses WebDav for Exchange 2003
and uses Exchange EWS for 2007 and 2010. Customers that switch over to Unity Connection find that when a voice
message is synced over to Exchange and arrives in Outlook the rules are not taking affect. This is an unfortunate
but expected outcome when syncing messages via WebDav and Exchange EWS. Those rules will not take affect in
this type of delivery method.
The following Documentation bug has been filed to add this to our documentation to make customers more aware
of this: CSCtq76877 - UC 8.5 - Single Inbox Docs Need to Indicate Outlook Rules Behavior
You can also find more info on this at Microsoft's website.
The only known way to workaround this is to use the 'Accept and Relay the Message' found under Message Action
under the user in Unity Connection. However, you cannot do this and Single Inbox to the same Exchange Email
account. The drawback to this would be this method does not keep the message in sync between Exchange
and Unity Connection.
If you wanted to use this method and Single Inbox you would have to use two different Exchange Inboxes. One that
Single Inbox would use and then a Second Exchange account that would be used for Relay that could have Outlook
It's also worth pointing out that Accept and Relay also breaks VMO since CUC has no way to set the message class through SMTP.
This is really unfortunate. We just migrated from Unity to Connection and it would have been nice to know about this up front. After speaking with Microsoft it is clear that they are not going to put any developement efforts into making rules visible to messages arriving via EWS.
Thanks Scott, got it working
What did you do to fix this issue? Our system has worked for almost 2 years with sending OOO when an voicemail was delivered via the Single Inbox, and just recently began intermittently working. Yes, this is highly furstrating that Cisco and Microsoft both acknowledge the issue but have no interest in providing a solution.
What did you do to fix this issue? Our system has worked for almost 2 years with sending OOO when a voicemail was delivered via the Single Inbox, and just recently began intermittently working. Yes, this is highly frustrating that Cisco and Microsoft both acknowledge the issue but have no interest in providing a solution.
On Unity connection, configure the following steps:
Unified Messaging Service >> Service Capabilities
Use the option "Accept and Relay the Message" or "Relay Message" on .
Create a User for this, eg: UnityUser with an extension (eg:2222), script will call this to leave a message.
Select User >> Edit >> Unified Messaging Account
Account Information, use an email with no exchange rules. eg:firstname.lastname@example.org
FOR same user >> Edit >> Message Action
change everything to "Relay the Message" and
Relay Address : eg: email@example.com
NOTE: as you can see under unified messaging its "unitymail@...." AND message Action its "unityrelay@...." , two different email IDs.
ON this Unityrelay@test.com, create an exchange rule to forward all incoming emails to Sales@test.com. here firstname.lastname@example.org is your distribution email for agents.
you already configured this on exchange as a distribution email id.
How its working
when you left a voicemail for that user "Unityuser" or extension "2222", email will be sent to "email@example.com" as a single inbox feature (this is a standared single inbox config). then it will relay the message to "firstname.lastname@example.org" as per message action configured for this user (same email will relayed to email@example.com from firstname.lastname@example.org) Now the exchange forward rule on email@example.com will forward the email to your distribution group "firstname.lastname@example.org", from there the email will appear on agent desktop.
I spend nearly a day to figureout this scenario and got it working
hope this help
This post is in case anyone needs this in the future.
I was going on wild goose chases with all these posts and not just the one in this thread.
If you need to forward a unity VM to an email distribution list "Exch2010 in my case".
-Go into the exchange server console,
-Go into the properties of the distribution list
-Mail Flow Settings "tab"
-Go into the properties of the Message Delivery Restrictions
-UNCHECK "Require that all senders are authenticated"
Now any source internal or external to your domain can send emails to this distribution group.
worked for me,
This apparently applies to later versions of Unity Connection and also to Office 365 when Outlook is NOT involved.
We are running 9.1(2) and Office 365 with forwarding enabled on a stand alone mailbox, and regular emails are forwarded as expected. Voicemails deposited via Unity Connection are not forwarded. The workaround is to use "Accept and Relay" or simply "relay" however the down side is that you lose synchronization.
According to this article: Inbox Rules Do Not Work on Unity Connections by Jeff Guillet (a VERY well known and respected Exchange MVP) it sounds like Cisco is not using a normal EWS/WebDav approach toplace the email in the Exchange/O365 mailbox. If Unity Connection were using a normal implementation of EWS/WebDAV, the forwarding should work.