Cisco Unity

Document ID: 72239

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Solution
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Related Information

Introduction

The Cisco Unity server is unable to deliver some voicemail messages to the subscriber mailboxes (Microsoft Exchange 2000 and 2003) and moves the messages to the UnityMTA\Failed folder. 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 document discusses how to troubleshoot this issue.

Prerequisites

Requirements

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.

Conventions

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

Problem

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.

Solution

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.

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