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Tyler Wilkin
Cisco Employee
Cisco Employee

There are few steps in an Exchange 2007 to Exchange 2010 migration as detailed in the documentation, however there are some troubleshooting steps that may resolve some issues should there be a problem during the migration:


  • CTS-Manager is at least version 1.7, the minimum to support Exchange 2010. One should consider upgrading to at least 1.7.4 to avoid issues with recurring meetings.

  • Have the Exchange CTS-Manager super user account credentials and Exchange 2010 Certificate available. The super user account is often named something like "ctsmanaccount". The certificate can be downloaded in DER format from https://EXCHANGE_IP/EWS/Exchange.asmx from any browser.

  • DNS is configured in CTS-Manager under System Settings. Verify that we can resolve the hostname of the new Exchange 2010 CAS with utils network host [CAS hostname]. DNS must be configured for CTM to connect to Exchange without issues. If we can't hit the DNS server, look into network issues and ensure port 53 is open.

  • CTS-Manager can ping the new Exchange 2010 server and that port 443 is not being blocked on a firewall.

Migration Procedure

Link to documentation:

  1. Shut down the CTS-Manager from System Settings -> System in the GUI or "utils system shutdown" in the CLI. Before doing this make sure someone can turn the server back on either remotely on onsite.
  2. Migrate the CTS-Manager super user account mailbox (ctsmanaccount) from Exchange 2007 to 2010.
  3. Migrate the TelePresence room mailboxes from Exchange 2007 to 2010. Wait for everything to migrate over successfully.
  4. Turn on and log into the CTS-Manager GUI.
  5. Under Configure -> Microsoft Exchange Web Services -> Configuration, add the new hostname of the CAS server or CAS array. Use the credentials for the CTM super user account. Upload the new certificate for the 2010 CAS.
  6. Click Test Connection. If it fails to verify, check everything under the prerequisites carefully.
  7. Click Apply.

Note: If the Exchange connection "is verified" and applied but still shows in error in the GUI, try restarting CTM. After the reboot, it should sync the rooms correctly.


To verify that the Exchange migration has gone as expected, check the following:

  • The Sync status in the GUI, under Configure -> Microsoft Exchange Web Services -> Configuration, should be green for all migrated rooms.

  • Schedule a test meeting with the migrated rooms. If you don't get auto-accept emails back, this is an Exchange problem, so check the auto-accept configuration on that end. If you don't get the CTS-Manager confirmation email within a reasonable period of time, check that the CTS-Manager super user has Full Access priviledges to all rooms.

Important Note: It can take as long as 30-60 minutes following a migration for Exchange to fully sync up the new rooms. If some rooms don't send auto-accept emails right away, wait a half hour and schedule another test meeting before assuming the migration has failed. Documentation:

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