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Cisco Unity: Moving Mailboxes Between Exchange Servers

Cisco - Cisco Unity: Moving Mailboxes Between Exchange Servers

Introduction

An Exchange site can include multiple Exchange servers where Cisco Unity subscriber mailboxes can be homed. During the course of an installation or general system maintenance, mail users might need to be re-homed to another server within the site. The relocation can be completed without bringing the Cisco Unity services off line. This can be a necessary requirement for Exchange/Unity messaging enterprises that operate 24 hours a day and 7 days a week. The Exchange Move Mailbox utility, a function of the Exchange Administrator, is used to relocate an Exchange mailbox to another server within the Exchange site. The process to do this varies, depending on the version of Cisco Unity.

Note: The information in this document is based on Cisco Unity for Exchange Unified Messaging.

Prerequisites

Requirements

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 version 2.4.6 and earlier with Exchange 5.5

  • Cisco Unity version 2.4.6 and later with Exchange 5.5

  • Cisco Unity version 3.0 and later with Exchange 2000

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 Cisco Technical Tips Conventions for more information on document conventions.

Cisco Unity Version 4.0(1) and Later with Exchange 2000

For 4.0(1) and later, you can use the Global Subscriber Manager (GSM) tool to import, delete and move subscribers between Unity servers. The GSM tool is located in the Cisco Unity Tools Depot .

You can use the GSM to move unity subscribers between Unity servers in the same dialing domain. If you right-click on a subscriber, you are presented with a menu that includes the option to move the subscriber. When you select this option, you start the Move Object Wizard. This wizard guides you through the process of moving the subscriber. For more information, refer to the Requirements/Special Notes section of Global Subscriber Manager Help.

Cisco Unity Version 3.0 and Later with Exchange 2000

There are no Cisco Unity-specific steps needed to move a user homed on an Exchange 2000 server. You can move the user in Exchange, and Cisco Unity registers that change the next time the subscriber calls in to their mailbox. The subscriber might hear a slight delay the first time they log in after the change is completed. This is normal.

Cisco Unity Version 2.4.6 and Later with Exchange 5.5

In order to move subscribers between Exchange servers without having to shut down Cisco Unity, perform the procedures in this section, in the order listed.

Disable the Subscriber's Mailbox

Use this procedure to disable the subscriber's mailbox:

  1. Have the subscriber log off of Outlook and Cisco Unity.

    caution Caution: The mailbox that you are moving must not be accessed until after it has been moved and the Exchange directory has replicated. Otherwise, the subscriber might not be able to access any messages. Make sure that the subscriber understands not to log on to Outlook or Cisco Unity until notified by you that it is OK to do so.

  2. Run \Commserver\Techtools\Dohproptest -a on the drive on which Cisco Unity is installed.

    The default is C:\Commserver. Be sure to type the -a option.

  3. In the DohPropTest login dialog box, leave the Password field empty and click OK.

  4. Click OK to enter the read-only mode of DohPropTest.

  5. From the list on the left side of the window, click MailUsers.

  6. From the middle list, click the subscriber whose mailbox you want to move.

  7. Click Logout user.

  8. Click OK in the message box that displays when DohPropTest has disabled the mailbox.

  9. Leave DohPropTest open.

Move the Mailbox

Using the Exchange Administrator, move the subscriber mailbox. For specific information on how to move a mailbox from one Exchange server to another, refer to Microsoft documentation.

Update the Exchange Directory

The subscriber might not be able to access messages until the Exchange directory has replicated. You can either force directory replication, or you can wait for the directory replication to occur automatically, which occurs every five minutes.

  1. In the Exchange Administrator, from the tree on the left pane, click the Cisco Unity server.

    If necessary, expand the Configuration and Servers containers under the Cisco Unity Site to display the Cisco Unity server name.

  2. In the right pane, double-click Directory service.

  3. In the Directory Service Properties dialog box, click Update now.

  4. Click Update only new and modified items.

  5. Click OK to begin directory replication.

  6. Repeat steps 2 through 5 for the server to which the mailbox was moved.

  7. Close Exchange Administrator.

    After the mailbox has been moved, and the Exchange directory has replicated, the subscriber can log on to both Outlook and Cisco Unity.

    Note: The user might hear a slight delay the first time they log in to their mailbox after the move. This is normal.

Cisco Unity 2.4.6 and Earlier with Exchange 5.5

In order to move subscribers between Exchange servers, perform the procedures in this section, in the order listed.

Take Cisco Unity Off Line

Use this procedure to take Cisco Unity off line.

  1. Right-click the Unity System tray icon.

  2. Select Stop Unity.

    A down-arrow appears, indicating that the services are stopping. A red X indicates that Cisco Unity is stopped.

  3. Launch Exchange Administrator by selecting Start > Programs.

  4. Highlight the recipient mailbox(es) designated to be moved to another home Exchange server.

  5. Select Move Mailbox from the Tools menu.

  6. Choose the server to which you want to move the mailbox(es).

  7. Click OK.

    A dialog box displays, indicating the current progress of the move procedure.

  8. Manually initiate, or wait for the Exchange directory synchronization to complete.

  9. Right-click the Unity System tray icon.

  10. Select Start Unity.

    An up-arrow appears, indicating that the services are starting. The tray icon changes to a solid blue galaxy, indicating that Cisco Unity is running.

    Note: It is important to verify that the Exchange Directory synchronization has completed before starting Cisco Unity.

If Cisco Unity Cannot be Taken Off Line

These steps should only be completed with the help of Cisco Technical Support:

  1. Run dohproptest avcsmgr.

    Note: This must be done by Technical Support.

  2. Make sure that the cache box is checked.

  3. From the Collections window, choose MailUser.

  4. From the Collection Objects window, highlight the mailbox that you want to move, then choose AVP_MAILBOX_OBJECT_ID.

    A dialog box opens and displays the mailbox properties.

  5. Check Disable, then click OK.

  6. Select Cancel, or click the X in the top-right corner to close the dialog box.

  7. Repeat steps 4 through 6 for each Exchange mailbox/user to be moved.

  8. Launch the Exchange Administrator.

  9. Highlight the recipient mailbox(es) to be moved to another Exchange server.

  10. From the Tools menu, select Move Mailbox.

  11. Choose the server to which you want to move the mailbox(es).

  12. Click OK.

    A dialog box appears, indicating the current progress of the move procedure.

  13. Manually initiate, or wait for the Exchange directory synchronization to complete.

    Note: Do not open the mail user DOH properties until synchronization is complete.

  14. Check and uncheck the Disable check box to re-enable the mail user(s) AVP_MAILBOX_OBJECT_ID in the DOH after synchronization.

  15. From the Mailbox Enabled window, click OK.

    The Disable check box should be dimmed.

  16. Repeat steps 14 through 15 for each Exchange mailbox that was moved.

  17. Click Start Cache Sync to resynchronize the DOH cache.

    The moved Exchange mailboxes now interact properly with voice mail.

Troubleshoot

"Error: Unspecified Error" After Moving the Mailboxes

After you move the mailboxes between the Exchange servers as explained in the document, some users are unable to check voice mail from the phone and the trace files show this error:

Error in CAvMALExSession::GetMsgStore - HrValidateIPMSubtree Failed - 
File: E:\Views\CU4.2.0.110\un_Doh1\MalMapi\MALEx\AvMALExSession.cpp 
Line: 683 
Error: Unspecified error   
Thread: 00001550H Instance: 0153ED10H

This issue occurs when the Cisco Unity has cached pointers to the old location of those users mailboxes.

In order to resolve this issue, delete the MAPI profiles as described in Delete the MAPI Profile.

When Trying to Move the Subscriber Using the Global Subscriber Management Tool, the Only Option Available to the User is "Delete Subscriber"

Login to the Unity server with the "UnityMsgStoreSvc" account. Then, open the Global Subscriber Manager Tool. You will see the "Move Subscriber" option. The "UnityMsgStoreSvc" has full exchange admin rights and control has been delegated using the Exchange system manager.

After the Exchange Mailbox is Moved to a New Server, the AvNotifierMgr Service Does Not Start

After the exchange mailbox is moved to a new server, if the AvNotifierMgr service does not start, perform these steps:

  1. Verify that Cisco Unity Is Configured for the Correct Partner Exchange Server

  2. Verify the Unity_<ServerName> Account is in Active Directory

  3. Verify the Unity_<ServerName> Account is in the SQL Database

  4. Verify if the Unity SQL Database is in sync with the Active Directory. If not, recreate the Unity_<servername> account on the exchange server with the right permissions as mentioned in the Creating the Unity_<ServerName> Account Manually in SQL section of Cisco Unity 3.1(x) and 4.x: AvCsMgr Service Fails to Start.

Delay in Delivering Voice Messages

The issue is a delay in delivering voice messages after the exchange mailbox is moved to a new server. This issue can occur when the Active Directory and the mailbox are not moved from the old exchange server.

  1. Check if EAdmin<Servername> exists in the old exchange server. If it exists, remove the same.

  2. Check if the USbms_<Servername> special mailbox exists in the new exchange server. If not, use this procedure to create this mailbox:

    1. Go to Start -> Programs -> Microsoft SQL -> Query Analyer.

    2. Choose the Windows Authentication option from the Connect to SQL server window.

    3. Choose the UnityDb option from the DB window.

    4. Enter this command in the query window:

      exec dbo.sp_MakeBroadcastMbox
      
    5. Click the run button.

Related Information

Updated: Feb 02, 2006
Document ID: 7214