Cisco Unity

Cisco Unity Unable to Deliver Voicemail Messages to the Subscriber Mailboxes

Document ID: 72239

Updated: Jun 09, 2010



This document discusses how to troubleshoot the issue with the Cisco Unity server that is unable to deliver voicemail messages to the subscriber mailboxes .



There are no specific requirements for this document.

Components Used

The information in this document is based on Cisco Unity version 4.x.

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.


An example scenario of this problem is when two Cisco Unity 4.0 servers run in the same domain with the same services account (UnityDirSvc and UnityMsgStoreSvc) with Exchange 2003. One of the servers is the Domain Controller (DC) and two subscribers are created in the Active Directory (User A and User B). One subscriber is imported in each Cisco Unity server. The primary location is set on both servers and the search scope is set to Dialing Domain. Each subscriber is assigned a phone. When User A's phone calls User B and leaves a voicemail message, the message is not delivered to User B's mailbox. Instead it is moved to the UnityMTA\Failed folder and this error message appears in the event log:

Message from an unidentified caller <xxxxxxxxxx> to
	 recipient <alias> could not be delivered [Error:800404DC]. It was moved
	 to the failed directory

This problem occurs when the Cisco Unity Messaging Repository (UMR) account does not have Send As/Receive As permissions for all subscribers. If for all of the Cisco Unity servers combined, you plan to import users from two or more containers, the Cisco Unity message store services account (UnityMsgStoreSvc) on each Cisco Unity server must be granted the Send As permission on every container from which users are imported on every Cisco Unity server in the forest, or identified subscriber messaging might not work between Cisco Unity servers. For example, if CiscoUnityServer1 imports users from Container1 and Container2, and if CiscoUnityServer2 imports users from Container3 and Container4, the Cisco Unity message store services account on each Cisco Unity server must have the Send As permission for all four containers.

Note: If there are failed voice mail messages in the Failed Folder, Cisco Unity prompts about the failed messages. It can be due to that Exchange or Cisco Unity is down. Once everything comes up, the messages from the failed folder should move to the inbox. If the messages are still there, then it is possible that these messages are not deliverable or can be corrupt that they are still in the Failed Folder.


Complete these steps in order to resolve this issue:

  1. Run the Permissions Wizard while you select the Containers/OUs that contain Cisco Unity subscribers on all Cisco Unity servers. This selection is made when the Permissions Wizard prompts you for where you want to create/import Cisco Unity subscribers. In addition to setting Add/Modify rights for the directory service account, the Permissions Wizard should also enable the Send As/Receive As permissions for the messaging account. Now, restart the AvUMRSyncSvr service.

    Note:  In order to recover and send the failed messsages to respective subscribers, you need to move the voicemail messages from the UnityMTA\Failed folder to UnityMTA folder before you restart the AvUMRSyncSv service.

  2. Verify that the Unity_<ServerName> exists in the Active Directory Users and Computers container you specified during the installation of Cisco Unity as the container for your Cisco Unity Subscribers. V by Run Permissions Wizard and point the permissions Wizard to that container in order to verify that your Cisco Unity accounts have the correct rights and permissions over that container. Refer to Verify the Unity_<ServerName> Account is in Active Directory for more information.

  3. If you reset the permissions in AD, this can also resolve the issue. Refer to Setting Permissions on Active Directory Containers Used for Importing Subscribers for more information on how to set the appropriate permissions.

Cisco Unity Unable to Deliver Voicemail Messages to Some Subscribers

Some of the Cisco Unity subscribers are not able to receive messages from Cisco Unity. When an attempt to leave a message for the affected subscribers is made, an Exchange NDR 5.1.1 message is presented to the user who attempts to leave the message, which states:

The e-mail account does not exist at the organization this message 
was sent to.  Check the e-mail address, or contact the recipient directly
to find out the correct address


Complete these steps:

  1. On the Cisco Unity server, go to C:\CommServer\TechTools. Right-click on adsiedit.msc and choose Open.

    Note: If the ADSIEdit tool cannot be opened, it is possible that it has not been installed in your Cisco Unity server. For Cisco Unity version 3.1 and later, the ADSIEdit utility is included in the Cisco Unity system under the folder C:\CommServer\TechTools, which assumes you have installed Cisco Unity on your C: drive. Type the C:\winnt\system32\regsvr32 c:\commserver\techtools\adsiedit.dll command at the command prompt in order to install the ADSIEdit.dll: A response window appears that reads DllRegiserServer in c:\commserver\techtools\adsiedit.dll succeeded.

  2. Enter a valid user name and password to access the ADSIEdit tool.

  3. Expand the folders in order to find the location of the user, which is experiencing the issue. The users are most likely located in the Domain NC [...] >...> CN=Users. Click on that folder so that the list of users are displayed on the right pane.

  4. Right-click on the user that has the issue and choose Properties.

  5. On the Attributes tab, in Select which properties to view choose Optional. In Select a property to view, choose legacyExchangeDN.

  6. Copy the complete string at Value(s) field. Paste this string in a Notepad file or another HTML editor and make sure that the user ID does not include the @domain information. If it does, delete the @domain information from the string, then paste the edited string under Edit Attribute, and then click on the Set button.

Related Information

Updated: Jun 09, 2010
Document ID: 72239