When new subscribers are added in Cisco Unity, the option to add a new
Microsoft Exchange user is not available. This document explains how to
troubleshoot this issue.
There are no specific requirements for this document.
This document is not restricted to specific software and hardware
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 an attempt is made to add new subscribers on a Cisco Unity server,
the Exchange option does not appear in the Add
Subscriber:Type of Subscriber:New Subscriber drop-down menu. The
drop-down menu for New Subscriber is grayed out, and the only options are to
import an existing user or create an internet user, as shown in this
This issue can occur if you select Import Existing subscribers
Only in the Message Store Configuration Wizard (MSCW). In order to
verify this, complete these steps:
Log into Cisco Unity with the same account you used to run the MSCW
Open Windows Explorer, and navigate to C:\Documents and
Settings\User from item1\Local settings\Temp.
Open the Tempu.log file.
Scroll down to the date that you ran the MSCW procedure. Search for
Set SystemParameters\1.0\DisableNewExchSub. If the value is 1,
this means that when you ran the MSCW procedure, you chose to only import users
When the Exchange option does not appear when a new Cisco Unity
subscriber is added, re-run the Message Store Configuration Wizard in order to
resolve this issue.
Note: It is recommended to run the MSCW during off-peak hours, since the
wizard requires a restart of the Cisco Unity services.
MSCW can be run from the Control Panel on the Cisco Unity server.
Choose the Add/Remove Programs option, and then choose the
Message Store Configuration Wizard.
Note: Be sure to use an account that has Domain Admin
When the Select how subscribers will be created
screen appears, make sure to click the Create new accounts and import
existing accounts radio button.