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Verify that UM is Working

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Applies to: Office 365 for enterprises

After you have set up Unified Messaging, you can use these tests to verify that UM is set up correctly and that you can do the following things:

  • You can UM-enable a user.
  • UM users can receive voice messages.
  • UM is handling and routing calls from outside your organization, and you can place a call.

If you can’t verify that UM is working, troubleshoot your configuration by using the UM Troubleshooting Tool.

Verify UM features are available to a test mailbox

  • Use these tests to verify that UM-enabled mailboxes have access to UM features.

You can enable UM for a user mailbox

Using a test mailbox, try enabling UM. Here's how: Enable UM for a User Mailbox

Newly-enabled UM users receive Welcome e-mails

  1. Sign in to the test mailbox on which you just enabled UM.
  2. Open the Inbox in Outlook Web Access, and verify that a "Welcome to Exchange Unified Messaging" e-mail was received.
  3. Open the Welcome e-mail and verify that the numbers provided are correct:
    • Verify that the access number in the e-mail matches the Outlook Voice Access number for the UM dial plan on which the test mailbox is enabled.
    • Verify that the "your number" field has the correct extension number for the test mailbox.

Calls are transferred as expected

  1. Create a rule that transfers calls to your phone number.
  2. Call the test mailbox and verify that you get the option to transfer the call, and then select that option.
  3. Verify that the call is transferred and rings your telephone.
  4. Delete the rule on the test mailbox.

Verify Outlook Voice Access

If you have Outlook Voice Access installed, you may want to conduct these additional tests.

You can reset the UM PIN

  1. Reset the PIN on the test mailbox. Here's how: Reset a User's UM PIN in Exchange Online UM
  2. Sign in to the test mailbox using Outlook Web Access and verify that a Reset UM PIN message is in the Inbox.
  3. Sign in to Outlook Voice Access with the new PIN.

Outlook Voice Access answers with the correct message

Call the Outlook Voice Access number and verify that UM answers with the correct message. You should hear the message: "To access your mailbox enter your extension."

Note   Depending on other UM options you have set, you may hear additional messages.

Users can sign in to Outlook Voice Access

  1. Call the Outlook Voice Access number.
  2. Enter the extension for the test mailbox.
  3. Verify that the correct greeting is played for the test mailbox followed by "Please enter your PIN, then press the # key. If this is not your mailbox, press the star (*) key".
  4. Enter the PIN for the test mailbox and verify that you are connected to the test mailbox. The correct greeting is either a custom greeting or UM text-to-speech saying the display name of the test mailbox.

Calls are sent to UM voice mail

  1. Call the phone number of the test mailbox.
  2. Verify that you hear the greeting for that mailbox's voice mail.
  3. For the next test, leave a voice message.

Voice messages are delivered

  1. If you haven't already, leave a voice mail for the test mailbox.
  2. Sign in to the test mailbox using Outlook Web Access and verify that a voice mail message was received and that the Caller ID information is correct.
  3. Click the play button to verify that the voice mail plays and the audio quality is good.