# 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 Gateway? | IMAP 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. 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 the 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

Parent topic: Troubleshooting Advanced UM