Cisco Unity Connection

Troubleshooting Unified Messaging in Cisco Unity Connection 8.6(2) and Later

Document ID: 113550

Updated: May 24, 2012



This document provides information about specific problems with Cisco?Unity Connection (CUC), possible causes of the problems, and procedures to resolve the problems.



There are no specific requirements for this document.

Components Used

The information in this document is based on these software and hardware versions:

  • Cisco Unity Connection 8.6

  • Microsoft Exchange 2003 Server

  • Microsoft Outlook

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.


Refer to Cisco Technical Tips Conventions for more information on document conventions.

Single Inbox Is Not Working for Anyone on a Connection Server

You have performed CUC 8.6 Single Inbox integration with Exchange 2003 and passed Unified Messaging tests, for both system and user. Voicemail does arrive on the phone and can be retrieved, but does not arrive in user Inboxes in Outlook.


Complete these steps in order to resolve the issue:

  1. On the primary server, in Cisco?Unity Connection Serviceability, go to Tools?> Service Management. Confirm that Connection Mailbox Sync (in the Critical Services section) for these services is Started.


  2. If a firewall is configured between the Connection and Exchange servers or between Connection and Active Directory domain controllers, confirm that the necessary ports are opened.

  3. If the issue still persists, complete these steps:

    1. Enable and collect the MBXSync trace. This showed HTTP 500 errors.

    2. Event Log on the partner Exchange 2003 Server shows this:

      Event Type:     Error
      Event Source:   MSExchangeIS
      Event Category: General 
      Event ID:       9667
      Date:           4/28/2012
      Time:           1:38:43 AM
      User:           N/A
      Computer:       EXCHANGE
      Failed to create a new named property for database "First Storage Group\Mailbox Store
      (EXCHANGE)" because the number of named properties reached the quota limit (8192).
       User attempting to create the named property: "SYSTEM"
       Named property GUID: 00020329-0000-0000-c000-000000000046
       Named property name/id: "urn:schemas:httpmail:sensitivity"
  4. This issue is caused because of quotas for named properties and replica identifiers for Microsoft Exchange Server databases.

  5. Resolve this issue by changing the Registry key "NonMAPI Named Props Quota".

    For more information, refer to How to Configure Named Properties and Replica Identifier Quotas for Exchange 2007 Databases.

Single Inbox Is Not Working for Users Associated with a Unified Messaging Service

When Single Inbox is not working (for example, Connection voice messages are not synchronized into Office 365, and messages sent from ViewMail for Outlook are not delivered), and when the problem is occurring only for the Connection users whose Unified Messaging accounts are associated with the same Unified Messaging service.


Complete these steps in order to resolve the issue:

Note: Perform the Connection-specific tasks only on the primary (active) server.

  1. Confirm that the Unified Messaging service is enabled and that Single Inbox is enabled:

    1. In Connection Administration, on the Unified Messaging > Unified Messaging Services > Edit Unified Messaging Service page, confirm that the Enabled check box is checked.

    2. Confirm that the Synchronize Connection and Exchange Mailboxes (Single Inbox) check box is checked.


  2. Test the Unified Messaging service:

    1. In Connection Administration, from the Unified Messaging > Unified Messaging Services > Edit Unified Messaging Service page, click Test.

    2. Correct any problems that are listed on the Task Execution Results page.

Related Information

Updated: May 24, 2012
Document ID: 113550