Today I was contacted by a client who installed Exchange 2010 Service Pack 1 (SP1) and after the reboot voicemail no longer worked for users who were homed on the Cisco Call Manager and using Exchange for Voicemail. The customer was seeing the event ID 2021 with the following information in the application log on the Exchange server:
The Unified Messaging server rejected an incoming call with the ID “email@example.com”. Reason: “Invalid Route header: mismatched character: expected: ‘”‘, found: ‘EOF'”
The issue is described very well in this article (but no fix or link to a fix):
The problem is the Unity system is including a common in the Alerting Name (i.e Peters,Kevin).
To correct this behavior we modified the following fields for the Cisco user and removed the comma:
ASCII Alerting Name
ASCII Display Name
There is also an option to upgrade to build “7.1.5bsu2” or newer to correct the issue. However, there are many things to consider when upgrading versions of your Call Manager so I would suggest working with Cisco TAC to verify this upgrade is the right approach to resolve the issue while leaving your environment intact.