Cisco Unity Connection

Messages Not Synced Between Unity Connection and Exchange

Document ID: 116488

Updated: Oct 02, 2013

Contributed by Scott Hills, Cisco TAC Engineer.



This document describes a problem where your users might not get their messages synced between Cisco Unity Connection and Microsoft Exchange 2010. This problem might arise with a new setup or might interfere with an existing setup. Recent changes brought by Exchange 2010 Service Pack 2 (SP2) Rollup 4 (RU4) could be part of the cause.


The synchronization problem usually occurs with users that have a large number of items in their inbox, but it can happen with other mailbox sizes as well. There has been a change in the way Microsoft Exchange 2010 SP2 RU4 applies the throttling limit.

Cisco documentation states:

"Prior to Exchange 2010 SP2 RU4, the throttling limit was calculated against the calling account (In Our Case Service Account). Starting with, Exchange 2010 SP2 RU4, this limit has been changed. Now, the charges are counted against the target mailbox rather than the calling account."


This procedure describes how to investigate and verify the problem:

  1. Press the Test button on the user under Unified Messaging Accounts. Navigate to Users > 'select your users' > edit > Unified Messaging Accounts > 'select the service.'

  2. Go to the the Cisco Unity Connection Serviceability webpage, navigate to Trace > Micro Trace, and enable these Micro traces:
    CsMBXSync: 10,11,12,13,14,15,16,17,18,19,20,21,22,23
    CsEWS: 10,11,12,13
  3. Leave a test message for user. Wait for the message to be left on the phone, and wait another three minutes in order to allow Unity Connection to sync with the Exchange Web Service (EWS).

  4. Use the user Real-Time Monitoring Tool in order to collect these two traces. Set the time frame to ten minutes so you get all the traces for time frame of test. Set the download location to be the desktop, and look for a folder named 'the Unity Connection server:'
    Connection Mailbox Sync
    Connection Tomcat

    Note: The Connection Mailbox Sync trace is the most useful trace. If multiple Mailbox Sync traces are generated, use Notepad++ in order to search through all the traces at once.

  5. Search through the trace. Generally you can find the user by their corporate email address.
    12:38:48.095 |13196,,,CsMbxSync,20,Created Service Entry Handler with 
    retry count 1 for Srvc Entry Data: (Cnx Mbx Id: Cnx Mbx Id: (Mbx Uid:
    {11f4a1b5-7758-434a-b66e-f84889b923f2}, Inbox Folder Uid:
    {6d08496c-9f8c-4cb4-a828-a38a3d9b7d97}, Mail Store: UnityMbxDb1, Inbox
    Folder Name: inbox), Srvc Data: External Srvc Data:
    (Ext Srvc Oid: {85ee84a7-0bb6-457f-8cce-2fbf2fae5ad7}, Display Name: UM
    Sevices 1, Auth Scheme: 2, Is Enabled: 1, Srvc Supports Sync: 1 , Exch Do
    Auto Discover: 0, Exch Do Auto Discover 2003: 0, Security Transport Type:
    1, Server:, Service Account: Test, Service Password: XXXXXXXXX,
    Type: 4, Exch Service Type: 1, Trust Cert Dir:
    /usr/local/platform/.security/tomcat/trust-certs/, Ldap Security Transport
    Type: 0, Ldap Validate Server Certificate: 0, Validate Server Certificate:
    0, Notification Type: 0, Is Impersontaion Enabled: 1, Proxy Ip Address: ),
    Mbx Data: Mbx Data:
    (Email Addr:, Subscriber Oid:
    , Sync Enabled: 1, SESM Oid:
    {ac8b5b58-766b-4ccf-b444-525606562f18}, DTMFAccess ID: 111))
    The key information is the Subscriber Oid, which is {019b9589-d0b4-440f-8afd-dc99ba67547e} in this example. Any line that contains this Oid refers to this user. You can now get more information if you search on the Subscriber Oid.

  6. Search for a code such as 'ErrorServerBusy.' This is example output from a search:
    12:38:48.281 |13459,,{019b9589-d0b4-440f-8afd-dc99ba67547e},
    CsEws,14,endElement>>> 0:0 - MessageText = The server cannot service this
    request right now. Try again later.
    12:38:48.281 |13459,,{019b9589-d0b4-440f-8afd-dc99ba67547e},
    CsEws,14,startElement>>> 0:0 - ResponseCode =
    12:38:48.281 |13459,,{019b9589-d0b4-440f-8afd-dc99ba67547e},
    CsEws,14,endElement>>> 0:0 - ResponseCode = ErrorServerBusy

    This output indicates that EWS has timed out the request based on the current EWS policy on the Exchange Server.


To resolve this problem, adjust your EWS policy based on this updated documentation: Configuring Cisco Unity Connection 9x and Microsoft Exchange for Unified Messaging: Removing EWS Limits for the Unified Messaging Serivces Account for Cisco Unity Connection (Exchange 2010 SP2 RU4 and Later).

This procedure describes how to create a new EWS policy with unlimited EWS connections. The new policy will allow users who experienced the ErrorServerBusy problem to be able to work properly:

  1. Log in to a server on which Exchange Management Shell is installed. Use either an account that is a member of the Enterprise Admins group or an account that has permission to grant permissions on Exchange objects in the configuration container.

  2. Create a new policy with unlimited EWS connections:
    New-ThrottlingPolicy -Name "<ConnectionUnifiedMessagingServicesPolicy>" 
       -EWSMaxConcurrency $null -EWSMaxSubscriptions $null -EWSPercentTimeInCAS
    $null -EWSPercentTimeInMailboxRPC $null -EWSFindCountLimit $null
    -EWSPercentTimeinAD $null
    where ConnectionUnifiedMessagingServicesPolicy is the name the policy you want to create.

  3. Apply the new policy to all the unified messaging user mailboxes. For each user mailbox, run this command:
    Set-ThrottlingPolicyAssociation -Identity 
    <ConnectionUnifiedMessagingusermailbox>" -ThrottlingPolicy


    ConnectionUnifiedMessagingusermailbox is the name of the user mailbox.
    is the name of the policy that you created in Step 2.

  4. Confirm that the mailbox uses the new policy:
    Get-ThrottlingPolicyAssociation -Identity 
    <ConnectionUnifiedMessagingusermailbox>" | findstr "ThrottlingPolicy"
  5. Restart the Microsoft Exchange Remote Procedure Call (RPC) Client Access service on each Exchange 2010 server that has the Channel Associated Signaling (CAS) role.
Updated: Oct 02, 2013
Document ID: 116488