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Home » Kerio User Forums » Kerio Connect » Connect vs. Avaya VMPro - messages are delivered but don't appear (Voicemail-to-emails don't appear in Apple Mail when configured as Exchange IMAP account type)
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monsterfreecity

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We've had voicemail-to-email for years. A couple years ago we upgraded our voicemail system to Avaya Voicemail Pro, and since then messages that VMPro delivered would not appear in Apple Mail clients configured as Exchange IMAP (the Kerio Connect auto-configure default account type). The same messages appear fine when Apple Mail is configured using the plain IMAP account type, and on iOS devices irrespective of account type, and of course they are fine in web mail.

We opened a ticket with Kerio support, who was able to replicate the issue and gave us this response:

"The issue here appears to be a missing field in the message header. The missing field is 'Message-ID' This field should be added at the sending client, your phone system in this case. Apple mail is not able to display the message without this field.
This looks to be an issue with the way the email is generated by the phone system, it might be worth discussing it with their support team to see if they can see why this field is not being added."

That would makes sense, but for the fact that messages delivered by VMPro to an actual MS Exchange server display fine with Apple Mail/Exchange IMAP.

Is there any way besides asking Avaya to change their SMTP service for these messages to appear correctly?
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Pavel Dobry (Kerio)

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Can you send me the ticket number, please? The answer does not seem to be correct...
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monsterfreecity

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Pavel, PM'd you the ticket and message samples, please let me know if you did not receive.
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Pavel Dobry (Kerio)

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Well, it is no caused by missing Message-ID header (although this should cause different problems in other clients).
It is a bug in Apple Mail.

With Exchange IMAP account the Apple Mail client filters messages according to content-class email header ("Content-class: voice" in this case). If the email contains some unsupported, unknown or empty content class then the client does not display the message.

We already reported this about 4 years ago (Bug ID# 5670068) but with no response so far.

The only workaround is to use IMAP instead of Exchange IMAP in Apple Mail.
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