Cisco Unity Connection - Problem relaying voicemails to email addresses outside domain

Posted on 2012-09-20
Last Modified: 2014-03-19
Hello, we are running Unity Connection Version 8.6.2ES25.21900-25 and Exchange 2007. Prior to this week, voicemails were able to be relayed to email addresses outside the company. This week however, voicemails can only be relayed to addresses within the company. Unity is set to use our Exchange hub as the smart host for relaying. No changes to the Exchange server or Unity have been made and up until this week, Exchange was configured in such a way to allow this to function. My questions are: What exactly needs to be in place on Exchange for this to work? What might have happened on Exchange for this to stop working? Most importantly, Is there something in Unity that would prevent it from sending the voicemail to the smart host based on the email address used?

Appreciate any feedback on this. Thanks
Question by:stsadmin
    LVL 13

    Expert Comment

    If no settings were changed, you might want to consider expired certificates (like SSL) as a possible cause. In some setups, a secure connection is required at each link in the chain to delivering an email, and if any fail, it could stop the email.

    This is what you need to know about how Exchange routes email to external emails:

    Here is how to configure unity to use exchange as a smart host, which works provided these two conditions:
    1) The connection between the unity and exchange is solid. (correct address, nothing interfering with the connection between the two devices on the ports being used.) and
    2) Exchange is configured to forward these emails to the outside properly. (including things like settings/permissions [ie "Don't route messages with attachments with XXXX flag", or similar], and the steps mentioned in the MS technet article above.

    Author Comment

    As far as I know, all SSL certificates are current.

    Connection between Unity and the smarthost is solid. Voicemails arrive in a timely manner to mailboxes when a corporate email account is specified in a user's message action settings menu in Unity.

    We currently have a separate receive connector set up in Exchange that allows the Unity system to connect anomymously. TLS is also enabled in the connector.

    I collected some logs from the Unity system from the past couple of days when we have done testing of the issue. I see errors like "550 5.7.1 Unable to relay" and "CsUnitySmtpConnector;Failed adding recipient". Again, these errors are only showing up when a voicemail needs to get sent to an outside domain.

    It seems like something is happening when Exchange needs to decide what to do with the voicemail when it isn't going to someone in the organization. What else can I do?
    LVL 4

    Accepted Solution

    The problem you are facing is more than likely due to your Exchange not being configured to send to a third party (external).

    See the following link


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