Cisco Unity voicemail to email logs

Mats Holm
Mats Holm used Ask the Experts™
on
Cisco Unity voicemail to email logs

We have a Cisco phone system and it is set up to send the user an email each time they get a voicemail.
Some users reports they don't get the voicemail emails and I want to start troubleshooting it by looking at the email logs.
If I look at our O365 email logs, Message Trace, I don't see anything from the phone system going to any user. I know it works for me so I looked at the O365 email logs for me but there's nothing there from the phone system.

Where would I find the log that shows me the email with the voicemail attachment?

SMTP settings in Unity are set to Port 25 and the SMTP Domain is "domain"-cuc1."domain".us
The SmartHost is set to our internal SMTP relay (nothing in those logs either)

Grateful for any help!

/Mats
Comment
Watch Question

Do more with

Expert Office
EXPERT OFFICE® is a registered trademark of EXPERTS EXCHANGE®

Author

Commented:
I looked through the log for our SMTP relay server, and there's 1000's of emails, but nothing from the voicemail system.
Could Unity have its own SMTP server and logs?

Thank you
Devin BeckerIdentity Management and Security
Distinguished Expert 2018

Commented:
Hi Mats,

Just for clarification, during or before the setup of the voicemail relay, did you configure your email server to connect to the Cisco Unity Connection?

For example, using Microsoft Exchange, you would do this in the Exchange Management Console>ServerConfiguration>Hub Transport and then "New Receive Connector"

Does any of this sound familiar?

Devin Becker
DevOps Associate @ EE
David FavorFractional CTO
Distinguished Expert 2018

Commented:
You said, "I want to start troubleshooting it by looking at the email logs."

Better to start by debugging your Cisco device.

From what you describe, likely guess is the Cisco device isn't generating email or can't connect to your SMTP server to deliver the email.

You may have to run something like tshark to speed up your debugging.
Ensure you’re charging the right price for your IT

Do you wonder if your IT business is truly profitable or if you should raise your prices? Learn how to calculate your overhead burden using our free interactive tool and use it to determine the right price for your IT services. Start calculating Now!

Author

Commented:
Hello Devin
Thank you for your reply
We use O365, so I looked under Exchange - Mail Flow - Connectors and found one that defines which IP's it accept email from inside our school.
But nothing specific to Cisco Unity.
Voicemail to email is working for everyone (maybe) so there's some connection that works, I just want to find the logs.

Thank you
/Mats

Author

Commented:
Thank you David
We are receiving the voicemail in our emails, that part is working fine, I just wanted to find the email logs for the voicemail-to-email.

So if a user complains that they didn't receive their voicemail in an email, I can look at the logs to see if it was sent to the wrong address/ misspelled/ blocked/junk folder etc.

Thank you
Devin BeckerIdentity Management and Security
Distinguished Expert 2018

Commented:
Mats,

Since the Cisco Unity Connection relays the emails to the O365 Exchange email server, it is likely that the logs would be stored in that server.

I don't have the most experience with email servers/logs when it comes to Office 365, however if you are using the Office 365 web admin portal, you should be able to go to "Mail Flow" and then choose message trace to get some logs(you can even define a delivery status and a sender email address). Assuming you setup a specific email for the Cisco Unity Connection voicemail emails, you can use those as the sender and look at the emails from that address.

Hopefully this helps,

Devin Becker
DevOps Associate @ EE
Devin BeckerIdentity Management and Security
Distinguished Expert 2018

Commented:
Mats,

Just checking in on this question, did any of this information help/lead to any further findings?

Thanks,

Devin Becker
DevOps Associate @ EE

Author

Commented:
Thank you Devin
I have used Mail Flow - Message Trace to look for the voicemail emails but I'm not able to see any of them.
I can see all the "normal" emails I get every day but not the voicemail emails, even though the voicemail is delivered to my Inbox.  
Any address I can think of but not a trace of the voicemail emails.
I'll keep looking through the logs, but it feels like the emails from the Cisco voicemail system goes a different path.

Thank you
/Mats
Devin BeckerIdentity Management and Security
Distinguished Expert 2018

Commented:
Mats,

Have you checked the configuration of both your cisco unity and your email server to ensure that the relay is set for ALL email addresses that are associated with voicemails/phone numbers?

Let me know,

Devin Becker
DevOps Associate @ EE

Author

Commented:
Thank you everyone for your help. I looked and looked in the logs suggested but I do not see any trace of the cisco Voicemail-to-email logs. Maybe there's somewhere in the system I have to turn them on, but not that I've found so far.
Devin BeckerIdentity Management and Security
Distinguished Expert 2018

Commented:
Mats,

Have you looked directly in the Cisco Unity device to make sure that all users that are supposed to be receiving voicemails, have assigned emails to their phone lines?
Thank you Devin, David and anyone else that looked at this question.
I heard back from the Cisco engineer that installed the phone system and apparently there's no log, it's weird kind of full mailbox to mailbox sync. So either it works or it doesn't work.

Author

Commented:
Thank you Devin and David, I appreciate you responding to my question.
Thank you especially Devin for sticking with me and trying to find a solution.

Do more with

Expert Office
Submit tech questions to Ask the Experts™ at any time to receive solutions, advice, and new ideas from leading industry professionals.

Start 7-Day Free Trial