Unity Unified Messaging Email notification not working when second Exchange server is down

[NoBox]

Hello I am having an issue with Cisco Unity Unified Messaging Services.  Currently one of our Exchange servers is down and our email notification for voice mails is not working.  I checked Unity and the current Exchange server is set to a server that is online and working but for some reason we are still not receiving the voicemail notifications in email.  Here is the current setup

Cisco Unity Servers:

Publisher version 12.5

Subscriber version 12.5

Exchange On Prem:

Server1 Exchange 2016

Server2 Exchange 2016(currently down)

I have tested the user account in Unified Messaging Account Status and everything works.  I click test and it shows connectivity to the server and calendar.  

I think it has to do with some type of routing issue or Exchange issue with the other server being down.  Any suggestions on where to start troubleshooting would be greatly appreciated. 

[Vaijanath Sonvane]

Hi,

Make sure you have correct IP Address configured under Unity Connection Administration >> SMTP Configuration >> Smart Host. Unity Connection to sends message notifications by using SMTP,  and Unity Connection server must be configured to relay messages through a smart host.

[NoBox]

I think the smart host is set properly.  Currently it seems like there is a long delay for the notifications to appear.  I made some voicemails yesterday and when I logged in today they all appeared in my Outlook client.   I tried creating a new voicemail today but I have not received a notification yet.  

[NoBox]

I checked some logs in RTMT and found sometimes I get the error:

11:40:10.538 |12738,,{5eb33a8f-13e2-48e8-ac8d-2c8cc9912c99},CsEws,10,FAILED HTTP Response:

11:40:10.538 |12738,,{5eb33a8f-13e2-48e8-ac8d-2c8cc9912c99},CsEws,12,EWS X-DiagInfo: Header Missing, X-FEServer: , X-BEServer: Header Missing

This does not always happen but it is in the logs.  I don't know if something with EWS on the Exchange server is not working correctly. 

Also noticed it has the wrong exchange version in the logs. 

<t:RequestServerVersion Version="Exchange2007_SP1"/>

Does this have any significance? 

[Vaijanath Sonvane]

This seems to be exchange server timeout issue. I found similar issue on Microsoft support site:

https://social.technet.microsoft.com/Forums/en-US/d5264267-d6fa-4963-9741-2c3e03b7139c/ews-timeout?forum=exchangesvradmin

I would recommend to involve exchange engineer.

[NoBox · Accepted solution]

I figured it out, the service account in Unity did not have a mailbox in Exchange.  I found documentation that new versions of Exchange may require the service account to have a mailbox.  I added the mailbox for the account and it's now working.

[Vaijanath Sonvane]

I am glad that your issue is resolved. AFAIK, service account requires Application Impersonation management role to the unified messaging. Can you point to the document where it mentions about assigning mailbox to the service account?