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Unified Messaging with Cisco Unity Connection & Office 365

Unified Messaging with Cisco Unity Connection & Office 365

Wish you a very happy new year 2018. I hope you had a great start.

This is my first post in 2018 and i hope to write more articles and share my experience with you.

Today i am going to write an article about “Single Inbox/Unified Messaging with Cisco Unity Connection and Office 365“.

Let’s get started.


  • Class of Service – Shared in the below steps
  • User Template – Shared in the below steps
  • If LDAP is integrated, need to verify Mail ID field

Check with your customer on Authentication mode, if you do not know, test with Basic, more often Basic is used than NTLM (NT LAN Manager).

Now you need a service account for Authentication between Unity Connection and Office 365 and the service account is required to access user mailbox. This service account must meet following requirements.

Not be member of administrator group

Not have/associated a mailbox

Password set to not expire

Assigned a impersonation role

For more information on the service account creation and assigning roles using GUI, refer the following

Enabling Class of Service to associate UM Service to user accounts:

If this is a new install, before importing the users, make sure of class of service has been enabled to associate UM service to user accounts.

Go to User Template > Edit > Unified Messaging Accounts

Click on Office 365

Ensure, Use Corporate Email Address box is checked

Once the users are imported, click on any user account and navigate as shown


Click on Test

You should be able to successfully connect to mailbox on Office 365

If the users are already imported and UM service is added at a later stage, associate user accounts with UM service using Bulk Edit and perform the following steps to test.

Navigate to Unified Messaging > Unified Messaging Accounts Status.

Login and Verify Mailbox:

Login to the mailbox and verify

Hope this helps!

Published by Team UC Collabing

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Electrical Engineer CCNA Collaboration CCNA Voice CCNA R&S. I'm Electrical Engineer and I work like Support Engineer for a Telephony Service Provider Company. Before that I had position like Pre-Sale Engineer about small and medium multivendor telephony solutions. I have 5 years of experience working in Telephony Multivendor Projects. I am also 3 years of experience working in Support and implementation about Cisco Collaboration platforms: UCS server, UCM, Cisco Unity, Presence Server, Jabber, Gateway. Support Community is most useful in finding design, implementation and support tricks and shortcuts that greatly help me in my daily activities. If you need to contact me, please you can writte me.


CCNA Routing and Switching
Am a technology enthusiast. I work in network support providing support with implementation, maintaining and precisely troubleshooting the infra.
Realm of collaboration makes me want to learn and face new challenges more and more.