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Cisco Unity Connection

CUC Message Relay Failure Due to Incorrectly Configured SMTP Proxy Addresses

Document ID: 117705

Updated: May 19, 2014

Contributed by Anirudh Mavilakandy, Cisco TAC Engineer.

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Introduction

This document describes a problem that is encountered in Cisco Unity Connection (CUC) that is caused by an incorrect configuration of the Simple Mail Transfer Protocol (SMTP) proxy addresses and provides some Structured Query Language (SQL) queries that you can use in order to identify the misconfiguration.

Prerequisites

Requirements

Cisco recommends that you have knowledge of CUC.

Components Used

The information in this document is based on CUC Versions 8.X and later.

Problem

The SMTP proxy addresses are misconfigured in CUC, which causes messages to be sent to an incorrect CUC user. The messages are not relayed to the SMTP Smart Host if the Relay or the Accept & Relay option is used, and the SMTP logs show this message:


Pickup Folder Monitor: No New Messages found 

These symptoms might also be observed:

  • With single-inbox configurations, messages are delivered to the Microsoft Exchange mailbox of the user, and a copy of the message is sent to a different CUC user.

  • When you attempt to create a new user account, the attempt fails and you receive this message:

    An object with SMTP address <test@abc.lab> already exists 
    Unable to create User

Solution

This section describes how SMTP proxy addresses are used, how to implement them, and how to identify SMTP proxy address misconfigurations with the use of SQL queries.

SMTP Proxy Address Overview

The SMTP proxy addresses are used in CUC in order to map the recipients of an inbound SMTP message that is sent by a user from an Internet Message Access Protocol (IMAP) client to the appropriate user or Voice Profile for Internet Mail (VPIM) contact. If IMAP clients are used in order to send, reply to, or forward messages to other users or VPIM contacts on the CUC server, you should configure each user or VPIM contact with any SMTP address that might be used for the transaction.

Add SMTP Proxy Addresses

In order to add SMTP proxy addresses for a user, navigate to User > Edit > SMTP Proxy Address and add the appropriate addresses. For contacts, navigate to Contact > Edit > SMTP Proxy Address and add the appropriate addresses.

For example, a user named test uses a single-inbox configuration with a Cisco Unified Messaging Account email address of test@abc.lab. In order to use the ViewMail feature in Microsoft Outlook (an IMAP client) to send, reply to, or forward messages to users, the SMTP proxy address for test should be configured with test@abc.lab.

Note: For more information about this subject, refer to the SMTP Proxy Addresses in Cisco Unity Connection 8.x section of the Setting Up Features and Functionality That Are Controlled by User Account Settings in Cisco Unity Connection 8.x Guide.

SQL Queries

In order to identify SMTP proxy address misconfigurations, SQL queries can be used for the extraction of user information from the database.This section describes the SQL query commands that you can use for this purpose.


Enter this command in order to view a list that shows all of the users that are configured with SMTP proxy addresses:


admin:run cuc dbquery unitydirdb select u.alias, u.dtmfaccessid, p.smtpaddress
 as smtpproxyaddress from vw_globaluser as u, vw_smtpproxyaddress as p where
 u.objectid=p.object_globaluserobjectid


alias dtmfaccessid smtpproxyaddress
------- ------------ ----------------
Anirudh 1008 smtp1@abc
Anirudh 1008 smtp2@abc
Anirudh 1008 smtp3@abc
Atest2 80222 test2@cuc8-5-1a
Atest3 80231 test3@cuc8-5-1a
testa 121212 testa@cuc8-5-1a

Enter this command in order to view the user for a specific SMTP proxy address:


admin:run cuc dbquery unitydirdb select u.alias, u.dtmfaccessid, p.smtpaddress
 as smtpproxyaddress from vw_globaluser as u, vw_smtpproxyaddress as p where
 u.objectid=p.object_globaluserobjectid and p.smtpaddress='smtp1@abc'


alias dtmfaccessid smtpproxyaddress
------- ------------ ----------------
Anirudh 1008 smtp1@abc

Enter this command in order to view a list that shows all of the contacts that are configured with SMTP proxy addresses:


admin:run cuc dbquery unitydirdb select c.alias, c.dtmfaccessid, p.smtpaddress
 as smtpproxyaddress from vw_contact as c, vw_smtpproxyaddress as p where
 c.objectid=p.object_contactobjectid


alias dtmfaccessid smtpproxyaddress
----------- ------------ ----------------
testcontact null testcontact@abc

Enter this command in order to view the contact for a specific SMTP proxy address:


admin:run cuc dbquery unitydirdb select c.alias, c.dtmfaccessid, p.smtpaddress
 as smtpproxyaddress from vw_contact as c, vw_smtpproxyaddress as p where
 c.objectid=p.object_contactobjectid and p.smtpaddress='testcontact@abc'


alias dtmfaccessid smtpproxyaddress
----------- ------------ ----------------
testcontact null testcontact@abc
Updated: May 19, 2014
Document ID: 117705