Hi Lync Expert,

Our company is using lync 2010 and outlook 2010. so far, we have no issue with conversation history saved for the users that have one email account in their outlook. the issue is with those users that have dual exchange account in their outlook and the account that used to login to lync are not the default account in the outlook.

is there any resolution for this?

Thanks.

Regards,

H

Hello Henry!

Unfortunately, this is the expected behavior, and I do not know of any "resolution" for it due to the fact that it is the way that Lync is designed to behave. 

To demonstrate that Conversation History is in fact affected by the sign-in name mismatch between Lync and the default sign-in address in Outlook, reference this article: http://support.microsoft.com/en-us/kb/2787614.

Next, reference this article to see that the suggested resolution is to change the default sign-in address in Outlook to match that of Lync: http://support.microsoft.com/en-us/kb/2436962.

While these articles say that they apply to Lync Online and Exchange Online, my experience is that the same principles also apply to Lync Server 2013, as the problem itself is not related to any Lync Online-specific component.

I hope this helps, though I know it is not what you were hoping to see. Let me know if you have further questions!

HI Josh,

Thanks for your prompt response.

from the articles that I have read, it means that it is the behaviour of the lync that will always detect the default email account of outlook and it must be the same with the lync login.

do you mean that if the user has two exchange account, I need to ensure that the first account that I must configured in outlook will be the one that same with the lync account?

Thanks.

Regards,

H

Hi Henry2050,

This should not be a problem.

Please check the EWS status in Lync configuration information.

The feature depending on EWS are:

• Meeting tab
• Contact Information
• Presence based on Calendar Information
• Conversation History
• Missed Conversations
• Missed Calls
• Voice Mail Playback

Also make sure Outlook and Lync are up to date.

In my testing, the conversation history was saved in Outlook properly. Everything worked fine except MAPI connection was unavailable, but it was not a problem.

In addition, it does not matter that which account is the first account or the default account in Outlook.

Best regards,

Eric

Hello Henry,

One caveat I want to make in terms of my last response was that all of my experience has been with Lync 2013, and the articles I provided were for Lync 2013. Therefore, the advice may or may not apply to Lync 2010. Given your symptoms, however, it sounds like the exact same behavior. Also, the fact that users with one email account setup in Outlook are not having the issue, and ones with multiple accounts are having the issue, would indicate that there is a pattern there to pay attention to. If the behavior is the same between versions, then I would say those articles answer the question. They would need to have the default account be one that matches the login address for your Lync client.

Eric has suggested that this mismatch issue would not be a problem for this. While I am all ears on his response, I would be interested to see the Microsoft documentation to back that claim, as my experience in our environments has always been the opposite, and the Microsoft documentation that I provided above indicates that the mismatch issue is in fact a problem for Conversation History (unless I read it wrong, or that article strictly apples to 2013, and NOT 2010). One way to find out would be to test the recommended client configuration in those articles for users that have multiple email accounts, and see if it fixes your issue.

Hi Josh,

I have tested today on outlook 2013 that has 2 exchange account being configured. at first, when the first account being configured in outlook 2013 is not the same with the account being login on lync, the conversation history is not being captured. Then, I created the second profile. in this profile, I configure the first mailbox in outlook using the same account with the lync and the second mailbox below that. it is amazing. the problem is resolved. it is really the behaviour that lync will always detect whether the first account being configured in outlook  is whether the same with the one being login on lync. if the same, then the conversation history will work.

I guess it is the bug from Microsoft that must be solved?

Thanks.

Regards,

H

Hello Henry,

Well, yes, as you can see, it is definitely the documented behavior, unfortunately. I am not sure if Microsoft considers this a bug or not, or if they plan to work a "fix" in for this behavior. It would be nice the functionality between both Lync and Outlook was such that Lync was able to detect if the mailbox was present in Outlook at all, regardless of whether it was the default, and then save the Conversation History in the appropriate mailbox. I am just not sure if Microsoft has any plans to change that at all. I am sure most development will go towards the new Skype for Business platform, unless the identified issue is one in which a behavior is happening in a way that is not documented or expected.