Missing “Missed Calls Notifications” in Outlook with Exchange 2007 / 2010 Unified Messaging

I’ve been working at a client’s office the past few days trying to isolate some call quality issues with their OCS 2007 R2 enterprise environment and one of the administrators there told me one of their users noticed that they don’t get any missed call notifications within Outlook.  What’s interesting was that during the troubleshooting process, I did see a missed call notification being generated and eventually sent off by monitoring the C:\Program Files\Microsoft\Exchange Server\UnifiedMessaging\voicemail folder:

Clicking on the <GUID>.txt file showed the missed call notification for the user:

MessageType : OCSNotification
<?xml version="1.0" encoding="us-ascii"?><UserNotification><User>sip:GPereira@someDomain.com</User><EumProxyAddress>EUM:GPereira@someDomain.com;phone-context=Toronto.inside.someDomain.com</EumProxyAddress><Time>2011-02-10 19:15:57Z</Time><Template>RtcDefault</Template><Event type="missed"><CallId>f5ffbd4090d5250096164ba8381d82ba</CallId><From>sip:someUser@someDomain.com</From><ConversationID>AcvJVuqSOlICCp9AiN9SKzdYurkxhQ==</ConversationID><MissedReason>CallerReleased</MissedReason></Event></UserNotification>

… but once the message gets sent, it never arrives in the user’s mailbox.  Performing a message tracking on the user shows that this message was never delivered:

No other users exhibit the same behavior when I track the missed call messages for them:

What was also interesting was that the user’s Outlook mailbox’s search folders only showed the following:

• Fax
• Unread Mail
• Voice Mail

While everyone else’s mailbox showed the following:

• Call Logs
• Missed Calls
• Missed Conversations
• Voice Mail

 

So after spending an hour running back and forth to perform tests and track messages, I realized there was one setting that I should have checked as described in the following article:

http://office.microsoft.com/en-us/outlook-help/turn-on-or-off-unified-messaging-missed-call-notifications-HA010175550.aspx

Opening up the properties of the Voice Mail tab showed that the setting Send an e-mail message to my Inbox when I miss a phone call. was indeed unchecked.

Missed calls notifications began working right after we checked the box.