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Cisco Unity ISM does not work with Exchange 2003 or Exchange 2000 Post-SP3 rollup, and voice mail messages are moved to the failed folder

Core Issue

The Cisco Unity Identified Subscriber Messaging (ISM) no longer delivers any messages to the Exchange mailboxes (Exchange 2000 and 2003) and moves themessages to the UnityMTA\Failed folder.

Two Cisco Unity 4.0 servers are running in the same domain with the same services account  (UnityDirSvc, UnityMsgStoreSvc) with Exchange 2003. One of the servers is the Domain Controller (DC).

Two subscribers are created in the Active Directory (User A and User B). One subscriber is imported in  each 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 message, the ISM message is not delivered to User B's mailbox, instead it is moved to the  UnityMTA\Failed folder.

The message is delivered successfully to the mailboxes from a non-local Cisco Unity suscriber. The only time it does not work is in the instance of a call being placed between the Cisco Unity subscribers.

Resolution

The issue here is with the permissions. It happens when the Cisco Unity Messaging Repository (UMR) account does not have Send As/Receive As permissions for all subscribers.

The solution is to run the Permissions Wizard 4.0.3 so that it covers all the OUs in which Cisco Unity subscribers might be located.

To resolve the situation, perform this procedure:

  1. Run the Permissions Wizard 4.0.3 while selecting the Containers/OUs that contain Cisco Unity subscribers on all Cisco Unity servers. This selection is made when the Permissions Wizard prompts the user for where they want to create/import Cisco Unity subscribers.  

       
  2. In addition to setting Add/Modify rights for the directory service account, the Permissions Wizard should enable the Send-As/Receive-As permissions for the messaging account as well.  

       
  3. Wait for Active Directory replication, and test the behavior. The ISM message should be delivered to the mailbox this time.

Alternatively, perform this procedure:

  1. Set the Send-As/Receive-As permissions manually for the Containers/OUs that contain Cisco Unity subscribers on all Cisco Unity servers.  

       
  2. Wait for Active Directory replication and then place a test call from one Cisco Unity subscriber to the second Cisco Unity subscriber on a different Cisco Unity server and verify the behavior.

This is an alternate procedure:

  1. Set the Send-As/Receive-As permissions manually for a single user.  

       
  2. Wait for active directory replication and then place a test call from one Cisco Unity subscriber to the second Cisco Unity subscriber on a different Cisco Unity server and verify the behavior.

This issue is identified in Cisco bug ID CSCeb75217 and has been fixed in Cisco Unity 4.0(3). Upgrading Cisco Unity to release 4.0(3) should solve the problem.

For additional information on setting the permissions on the Cisco Unity server, refer to these documents:

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