Office Communications Server 2007 IM integration with Exchange 2010 OWA does not work for all users

Symptoms

The Microsoft Office Communications Server 2007 (OCS) Instant Messaging (IM) integration with Microsoft Exchange Server 2010 Outlook Web App (OWA) does not work as expected. For example, the Contact List option is does not appear in OWA.

Cause

This issue occurs if the following conditions are true:

• An OWA mailbox policy is assigned to the user.

• The InstantMessagingType attribute in the OWA mailbox policy has a value of None.

Resolution

To resolve this issue, follow these steps:

1. Open Exchange Management Shell (EMS).
   
   Note You must use EMS to follow these steps. The InstantMessagingType attribute is not available in Exchange Management Console (EMC).

2. At the command prompt, run the following cmdlet to verify the value of the InstantMessagingType attribute.
   
   Note By default, the value of the InstantMessagingType attribute is None.
   

   Get-OwaMailboxPolicy -Identity Default |fl in*

3. Verify the value of the InstantMessagingType attribute. For example, the cmdlet in step 2 may return the following:
   
   

4. At the command prompt, run the following cmdlet to set the value of the InstantMessagingType attribute to OCS:
   

   Set-OwaMailboxPolicy -Identity Default -InstantMessagingType OCS
   

5. Run the IISreset command to reset Internet Information Services (IIS). To do this, follow these steps:

   1. Click Start, and then type cmd in the Search programs and files box.

   2. Right-click cmd.exe in the Programs list, and then click Run as administrator.

   3. At the command prompt, copy or type the following command, and then press Enter:
      
      IISreset /noforce

   
   Note Repeat steps 1 through 5 for any other OWA mailbox policies.

More Information

To view the value of the InstantMessagingEnabled attribute in Exchange Management Console (EMC), follow these steps:

1. Start EMC.

2. Under Microsoft Exchange, expand Microsoft Exchange On-Premises.

3. Expand Organization Configuration, and then click Client Access.

4. On the Outlook Web App Mailbox Policies tab, right-click the policy that you want, and then click Properties.

5. On the Segmentation tab, verify the status of the Instant Messaging feature.