When Cisco Unity Connection is integrated with Cisco Unified
Communications Manager, the Cisco Unity Connection users cannot be created from
Cisco Unified Communications Manager. This document discusses how to
troubleshoot this issue.
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The information in this document is based on these software and
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Technical Tips Conventions for more information on document
When you try to create Cisco Unity Connection user from Cisco Unified
Communications Manager with the Create Cisco Unity User option
on the End User Configuration window, or when you attempt to
add users from the DN configuration page of the user or configuration page of
the end user, this error message is received:
This issue occurs when Cisco Unity Connection is integrated with Cisco
Unified Communications Manager.
Complete these steps in order to resolve this issue.
Ensure the AXL application server is created and it points to the
Cisco Unity Connection server.
A device must associate with the end user before the Create
Cisco Unity User link displays.
Choose User Management > End User in order to
associate a device to the end user.
Enter the appropriate settings with the super user rights, for
example, User ID, Password and so forth.
From the Related Links drop-down list, in the upper-right corner of
the window, choose Create Cisco Unity User and click
The Add Cisco Unity User dialog box displays.
Note: Ensure that you have defined a primary extension; otherwise, the
Create Cisco Unity User link does not display in the Related
Links drop-down list.
Note: The Create Cisco Unity User link displays only
if the Cisco Unity administrator installed and configured the appropriate
From the Application Server drop-down list, choose the
Cisco Unity Connection server on which you want to create a
Cisco Unity Connection user and click Next.
From the Subscriber Template drop-down list, choose the subscriber
template that you want to use.
Click Save in order to save this configuration.
Now, you should create the user in Cisco Unity Connection in order
to access the AXL services.
Refer to the
AXL Servers section of
Administration Guide for Cisco Unity Connection Release 7.x for more
information on how to add the AXL server in Cisco Unity Connection .
Note: This user must match the user name of a Cisco Unified
Communications Manager application user who is assigned to the Standard AXL API
Note: This password must match the password of the Cisco Unified
Communications Manager application user entered in the User Name field.
Restart the AXL webservice on Cisco Unified Communications Manager
as well as on Cisco Unity Connection.
Note: Make sure to add the domain in the AD settings of Cisco Unified
Complete these steps in order to resolve the issue:
In Cisco Unified Communications Manager Administration Page, choose
System > Application Server.
On the Application Server Configuration page, in the
Available Application User field, check that the
Selected Application User field is same as the Cisco
Unified CM application user, for example, the user name that
Connection uses to log on to the AXL server.
In the Cisco Unity Connection server, create the CUCM application
user account with the administrator template and use the same password as you
have in the CUCM.
When you try to create a Cisco Unity Connection user on Cisco Unified
Communications Manager, the Value of table tbl_DtmfAccessId
column DtmfAccessID is invalid error message appears.
This issue occurs when Cisco Unity Connection integrated with Cisco
Unified Communications Manager and this is documented by Cisco bug ID
(registered customers only)
These are the workarounds for this issue:
You can import the Cisco CallManager users to Cisco Unity Connection
in order to resolve this issue, which can be done through the Import
CallManager Users option in the Cisco Unity Connection
Remove Voicemail Box Mask assigned on the voicemail profile of the
User's Primary Extension.
Import Users from Cisco Unified Communications Manager 5.x to Cisco Unity
Connection for more information on this.
During an attempt to add a new user to the Cisco Unity connection
server, the The Alias has already been assigned to another
object in this VMS Location error message appears.
This issue occurred because the corresponding user entries that you
attempted to add already existed in the Contacts list.
Delete those entries and try to import the user again in order
to resolve this issue.