Voicemail-to-email is one of those features that users don’t think about until it suddenly stops working.
One day everything is fine. The next, new voicemail messages never arrive in anyone’s inbox, even though the phone system is still taking messages normally.
If you’re using Avaya Messaging with Microsoft 365, one of the most common causes is an expired Microsoft Graph client secret.
Fortunately, it’s also one of the easiest problems to identify and resolve once you know what to look for.
WHAT CAUSES THE PROBLEM?
Avaya Messaging uses Microsoft Graph to securely communicate with Microsoft 365 and synchronize voicemail messages with users’ mailboxes. This connection relies on an application registration in Microsoft Entra ID (formerly Azure Active Directory) that authenticates using a client secret.
Like many security credentials, that secret has an expiration date. When it expires, Avaya Messaging can no longer authenticate with Microsoft Graph, causing voicemail synchronization to stop.
COMMON SYMPTOMS
If you’re experiencing any of these issues, an expired Microsoft Graph secret could be the culprit:
- Users stop receiving voicemail messages in Outlook.
- The voicemail system continues recording messages normally.
- No recent configuration changes have been made.
- The issue affects multiple users or the entire organization.
- The problem begins unexpectedly after months or years of normal operation.
OTHER POSSIBLE CAUSES
While an expired client secret is a common issue, it isn’t the only possibility.
Other factors can also prevent voicemail synchronization, including:
- Microsoft 365 permission changes
- Changes to the Microsoft Graph application registration
- Authentication or account issues
- Network connectivity problems
- Configuration changes within Avaya Messaging
- Service failures on the messaging server
If renewing the client secret doesn’t restore service, additional troubleshooting may be required.
HOW TO RESOLVE THE ISSUE
The resolution generally involves five steps:
- Verify the Microsoft Graph client secret has expired.
- Generate a new client secret in Microsoft Entra ID.
- Update the Avaya Messaging configuration with the new credential.
- Restart the required synchronization services.
- Verify synchronization using the built-in diagnostics tools.
Our engineering team has created a detailed, step-by-step guide with screenshots covering each of these tasks, including where to locate the Graph application, how to safely create a new client secret, how to update Avaya Messaging, and how to confirm synchronization is working correctly. The guide also notes that synchronization may take 10–20 minutes after restarting the services and recommends verifying that a SyncID is populated in the diagnostics tool before concluding the repair was unsuccessful.
Article written by:
Eric Swanson, Level 3 Project Engineer
Download the complete troubleshooting guide here.
STILL NEED HELP?
If voicemail-to-email still isn’t working after renewing the Microsoft Graph client secret, there may be another issue affecting the integration.
The engineers at intlx Solutions help organizations diagnose and resolve complex Avaya Messaging and Microsoft 365 integration issues every day. Whether you need help restoring service, validating your configuration, or planning a long-term support strategy, our team is here to help.
Contact intlx Solutions to speak with an engineer.