# Before You Call Mitel Product Support

Please provide the following information/perform the following tasks BEFORE calling Mitel Product Support. Use the link at the bottom of the page to print this task list:

Task | Site:
Confirm the system is licensed for sufficient Advanced UM users. | Yes / No
Determine the NuPoint UM software version and platform (for example, NuPoint 14.0.1.7 on MiCollab server). | NuPoint Version: Platform:
Determine Active Directory version | Version #:
Is Active Directory housed on the Exchange server? | Yes / No
Are there multiple Exchange servers? | Yes / No
How many mail stores are configured on the Exchange server? |
Is the site using IMAP or MAPI Gateway? | IMAP / MAPI Gateway
Are all servers within the same network? | Yes / No
List the IP addresses of all servers |
Provide the SuperUser account, password, and base path: (for example, CN=NPMAdmin,CN=Users,DC=mitel,DC=com) | account: password: base path:
Provide the User search base: (for example, DC=mitel,DC=com) | user search base:
Be prepared to provide remote access to the NuPoint UM server, the Exchange server, and/or the MAPI Gateway server. If you need to contact IT to arrange remote access, please do so before you call Mitel Product Support. |
Test the system to ensure that TCP/UDP port 143 is open. To test connection with Exchange when using IMAP, run the Telnet tests from the NuPoint UM server to the Exchange server IP address: for example, telnet 192.168.10.10 143 To test connection with Exchange when using MAPI, run the Telnet test from NuPoint UM to the MAPI Gateway server: for example, telnet 192.168.10.50 143 run the Telnet test from the MAPI Gateway server to localhost: for example, telnet localhost 143 |