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Unable to Receive Voicemail Messages After a New Subscriber Account is Created

Cisco - Unable to Receive Voicemail Messages After a New Subscriber Account is Created

Document ID: 70379

Updated: Apr 03, 2009

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Introduction

Anyone who has an account on Cisco Unity is a subscriber. You create regular and external (AMIS, Bridge, Internet, or VPIM) subscriber accounts by using either the Cisco Unity Bulk Import wizard or the Cisco Unity Administrator.

After you create a new mailbox and subscriber, there can be some situations where the new subscriber is unable to receive voicemail messages. This document discusses how to troubleshoot this issue.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

Components Used

The information in this document is based on Cisco Unity version 3.0 and later.

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.

Conventions

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

Error - The smtpaddress field in the global subscriber view for the subscriber is either blank or NULL.

After a new subscriber and mailbox is created, and when users try to leave a voicemail, Cisco Unity users hear a message that states that A system error occurred. Report this error to your system administrator after the greeting. This error message is received in the Event Log:

1527:(error) The Unity mailbox for the user with the alias - 
<aliasname> is unable to receive messages
from outside callers because the mailbox does not seem to 
have an SMTP address written to
the Cisco Unity database. It is possible that the user's mailbox 
has been deleted, or if
this is an Unity with Exchange 2000 system, it is possible that 
the RUS service is running
late or is scheduled incorrectly.
Technical details - The smtpaddress field in the global
subscriber view for the subscriber is either blank or NULL. 
Return code from procedure - 0x80004005. 7677 

This error pops up when the SMTP address for the subscriber is not in the SQL database. This can happen when the RUS service runs late or is scheduled incorrectly. RUS is a service in Exchange, which is responsible for synchronizing the information of a new user with Unity. When a user is created, this service sends the SMTP address of that user back to Unity for the purpose of updating the subscriber table. If RUS either runs late (thus times out) or does not run, or if the Exchange server that homes the subscriber is remote to the Unity server (thus times out), the subscriber is created, but not completed. This is likely to happen due to any of these reasons:

  • A subscriber is created as soon as Unity is up and running but Exchange is still in mid-start or mid-connect to Unity.

  • The Exchange server experiences heavy network traffic or high memory/CPU usage.

  • Communication between the Unity and Exchange servers is slow. Supported settings are a dedicated connection of at least 100/full. Also, remote Exchange servers are not supported.

  • Unity and Exchange 2003 run on the same box (which is not supported).

The solution given in this document is also applicable if you are unable to receive the voicemail followed by this error in the eventlog:

Event Type: Error
Event Source: CiscoUnity_ConvSubscriber
Event Category: Error
Event ID: 119
Date: 2008/05/21
Time: 10:28:26
User: N/A
Computer: NYWUNITY01
Description: 

An unexpected error has occured while a subscriber is on the phone with
Unity. This can potentially result in the subscriber hearing the failsafe
conversation. Technical details are - IAvDohMailUser::Commit returned
[0x80010105] on line 831 of file
e:\Views\cs_CU4.0.4.221\un_Conv1\Scripted\ConvSub\SubSetupUtils.cpp.

Solution

If the SMTP address is shown as NULL in the actual SQL subscriber record on the Unity server, you need to populate the SMTP address field under the Unitydb manually with the correct address as given in Active Directory Users and Computers. Complete these steps to change the E-mail address for a subscriber in Cisco UnityDb.

  1. In the Cisco Unity server, choose Start > Programs > Microsoft SQL Server > Enterprise Manager to open the SQL Server Enterprise Manager.

    unity-chg-subscriber-eml-add-1.gif

  2. Choose Microsoft SQL Servers > SQL Server Group > {local server} > Databases > UnityDb in the left pane of the Console Root window.

    unity-chg-subscriber-eml-add-2.gif

  3. Click Tables to display all the tables in the right pane of the Tables window.

    unity-chg-subscriber-eml-add-3.gif

  4. Right-click on Subscriber in the right pane of the Tables window and choose Open Table > Return all Rows.

    unity-chg-subscriber-eml-add-5.gif

  5. The Subscriber table opens and is now ready to edit. Find the row with the alias for the affected subscriber (check in the error message), and review the column SmtpAddress. If this value is shown as <NULL> or if it is blank, populate it with the same SMTP address for this subscriber as shown under Active Directory Users and Computers. Click the Run (!) button.

    unity-chg-subscriber-eml-add-4.gif

  6. Type and run <drive where Cisco Unity is installed>:\commserver\configurationsetup\setup.exe /sync from the Command Prompt. For example, C:\commserver\configurationsetup\setup.exe /sync if Unity in installed in the C: drive.

    Note: This synchronizes all Cisco Unity objects with the directory. This might take quite a while and cause a performance hit on the Cisco Unity server.

  7. This issue can also happen when you add the new users because your Microsoft Exchange server does not stamp your Active Directory accounts with an SMTP address. In this particular case, restart the RUS service to resolve the issue. You can restart the RUS service if you go to Start > Programs > Microsoft Exchange > System Manager > Recipients > Recipient update service (RUS), right-click it, and then click Update Now.

  8. Run dbWalker to check for any outstanding problems.

Users Unable to Access the Voicemail Account

The user is unable to access the voicemail account, and a search for the user does not return any results. The user appears in the Global Subscriber Manager, but there are only two options: move or delete the subscriber. Additionally, this message displays in the Event Log:

Event Type:	Information
Event Source:	CiscoUnity_DSAD
Event Category:	Info 
Event ID:	1091
Date:		10/25/2004
Time:		8:45:18 PM
User:		N/A
Computer:	NYSVRCUN01
Description:
The Cisco Unity service that monitors Active Directory (AvDSAD) will
use the domain controller nysvrdom02.TPGArchitecture.com for future
operations in the TPGArchitecture.com domain. The AvDSAD is switching
to the new domain controller because it failed connecting to 
nysvrdom01.TPGArchitecture.com 0 consecutive times. The AvDSAD will
begin a full a synchronization with this domain in 0 hour(s), 2
minute(s). Directory operations such as creating or modifying
subscribers will not be allowed until the AvDSAD has synchronized
fully with the new domain controller.

Solution

In order to resolve the issue, use the Global Subscriber Manager to delete the user and re-import it.

Error: The conversation [Failsafe] could not find the file

When the user tries to leave a voicemail, this error message is received in the Event Log:

Event Type:	Error
Event Source:	CiscoUnity_FailureConv
Event Category:	Run 
Event ID:	1007
Date:		3/1/2010
Time:		12:18:37 PM
User:		N/A
Computer:	ABC
Description:
The conversation [Failsafe] could not find the file
[D:\CommServer\Localize\Prompts\FRC\G711\AvFailure\FailsafeFRC.wav]. 
Check that the file exists and is available. 

Solution

This issue can occur due to the language issue. Go to Subscriber > Conversation and change the language settings accordingly to resolve the issue.

Related Information

Updated: Apr 03, 2009
Document ID: 70379