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User Workstation Setup Guide for Cisco Unity Connection Release 2.x
OL-13207-01
Chapter 5 Operator and Support Desk Orientation
Support Desk Orientation
Deleted messages:
IMAP and MAPI
behavior
When users access messages stored on a Microsoft Exchange server both from a Microsoft Outlook
client and from Cisco Unity Connection, they may experience unexpected and confusing behavior
when deleting messages. The difference in behavior occurs when the Microsoft Outlook client is
configured to use MAPI, the Microsoft interface for connecting to Exchange, and stems from the
fact that MAPI and IMAP—the protocol used by Connection—use different mechanisms for
marking messages as deleted.
If you have users who access a Microsoft Exchange server by using Outlook (with MAPI) or
Outlook Web Access, and who also use Connection to manage messages on the same message store,
be sure to alert them to this behavior.
Deleted Messages—IMAP Behavior
When a user deletes a message from Microsoft Outlook, the message is moved from the Inbox to
the Deleted Items folder. At this point, Connection can no longer access the message, and will no
longer indicate that the message exists either as a new, saved, or deleted message.
Deleted Messages—MAPI Behavior
When a user deletes a message from Connection, the message remains in the Inbox but is flagged
to indicate that it has been marked deleted by the user. However, when configured to use MAPI,
Microsoft Outlook does not recognize this flag as a deletion, and will continue to display the
message as a new or saved message in the Inbox.
Directory listing: users
are not listed as
expected
When users do not have a recorded name, they are not listed in the phone directory and as a result,
outside callers are not be able to find them when searching for them by name. By default,
Cisco Unity Connection prompts users to record a name during first-time enrollment, but it does
not prevent them from completing the enrollment process if they do not.
To address this issue, consider the following options:
• You can change whether recording a name is required to complete first-time enrollment on the
System Settings > Advanced > Conversations page in Cisco Unity Connection Administration.
• You can provide recorded names for users in Cisco Unity Connection Administration.
• Users with class of service rights can record their own names by using the Connection
conversation or the Cisco Unity Assistant.
Note This problem does not occur for internal users, but only for outside callers; Cisco Unity
Connection users who address messages by name will still be able to find other users even
if they have not recorded a voice name.
Table 5-1 Potential User Concerns and Misconceptions (continued)
Potential Issue Description