The Office Communicator 2007 Phone Edition device is able to retrieve the users Outlook Contacts, Call logs and Voice Mails and display them on the device. How is it doing it? It is accessing the Exchange 2007 Client Access Server (CAS) and retrieving the information using Exchange 2007 Web Services (EWS). How is it locating the Exchange 2007 CAS and EWS?
It is locating the Exchange 2007 CAS through the use of a well-known A records found in DNS. It is using the SMTP domain of the primary e-mail address of the user to locate the A record. The primary e-mail address is sent to the device during the sign-in process through in-band provisioning. The A records it is looking for are the following in this order https://<SMTP domain>/autodiscover/autodiscover.xml, https://autodiscover.<SMTP domain>/autodiscover/autodiscover.xml and http -> https redirect. Outlook 2007 is able to use Active Directory Service Connections Points (SCP) and DNS SRV records to locate Exchange 2007 CAS, but the device does not support these additional methods.
The Exchange 2007 CAS runs the AutoDiscover service. The AutoDiscover service is responsible for finding and presenting the various URL's used to interact with Exchange 2007 EWS and information about how to connect Outlook 2007 to Exchange 2007. The device is using those URL's to retrieve the Outlook Contacts, Call logs and Voice Mails from Exchange 2007.
So how can you troubleshoot missing Outlook Contacts, Call logs and Voice Mails on the device? You could try some of these things from a PC connected on the same network as the device:
- Use nslookup to test that you can find an A record in DNS for <SMTP domain> or autodiscover.<SMTP domain>
- Try to access the URL's from IE https://<SMTP domain>/autodiscover/autodiscover.xml, https://autodiscover.<SMTP domain>/autodiscover/autodiscover.xml and the http variant and see if you get an XML response back with 600 Invalid request.
- Make special note of the certificates used on the AutoDiscover service and on the CAS? Does the device trust that certificate? Is it the default self-signed certificate used by Exchange 2007? if so the device does not trust it and it will not communicate with the AutoDiscover service
- Try to use Outlook 2007 Test e-mail AutoConfiguration (press and hold control and right click the Outlook icon in system tray). Select only Use AutoDiscover and input your E-mail Address and click Test. Check if that returns a lot of XML in the XML tab.
- Try to access the URL ending in /ews/exchange.asmx shown in the XML tab from the browser. If that returns a lot of XML back it means EWS is working
- If the above have shown that Exchange 2007 AutoDiscover and EWS are working try to check the IIS log on the Exchange 2007 CAS server for signs that the device is trying to communicate with it
If all checks out OK, but you're still not seeing the information on the device, it is time to call Microsoft Support.