topic Re: WebEx Error MEssage in Webex Administration

WebEx Error MEssage

Scott Hanson — Wed, 14 Jul 2021 15:21:13 GMT

Hello, I have a user getting the following error message.

A user was not discovered for Hybrid Message because there was no corresponding user found in Unified CM IM and Presence. Validate this user is licensed for UCM IM&P and also has a valid email address configured on UCM IM&P"

The user is in fact listed as a user in CM. Any idea where to troubleshoot?

Thanks in advance.

Re: WebEx Error MEssage

Wade H. — Thu, 15 Jul 2021 17:43:48 GMT

You said they are listed in CM, but are they provisioned correctly for IM&P? Do you have other users this is working for? If so, do a side-by-side comparison of their configuration info in IM&P.

Re: WebEx Error MEssage

Nithin Eluvathingal — Thu, 15 Jul 2021 18:03:20 GMT

When you use bulk import or directory synchronization to import users, users must have email addresses in the source system. Those must be the addresses they use for Cisco Webex because you map them to the Cisco Webex user ID.

If a user does not have an email address in IM and Presence Service, the Message Connector cannot discover the user. Hybrid Message Service does not work for that user.

Using Cisco Directory Connector you can map a chosen attribute (eg. the mail attribute or the userPrincipalName attribute) to the Cisco Webex UID, but the value of the attribute must be the user's email address.