1© 2003, Cisco Systems, Inc. All rights reserved. CISCO CONFIDENTIAL

Voice User Interface TroubleshootingCisco Unity Connection 1.1

Mike Maas (mikemaas@cisco.com)Unified Communications Business Unit (UCBU)October 2005

2© 2003, Cisco Systems, Inc. All rights reserved. CISCO CONFIDENTIAL

Troubleshooting

Diagnostics

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Diagnostics

• Unity Diagnostics Standard UDT usage

Conversations MIU I/O Subscriber Conversations

• Nuance Logs Session log

Sequentially noted logs per recognition session Debug logging

Only useful if something really odd is happening

• CuVrt Diagnostics Event Viewer Console/Daemon mode

4© 2003, Cisco Systems, Inc. All rights reserved. CISCO CONFIDENTIAL

Troubleshooting

Installation and Operation

5© 2003, Cisco Systems, Inc. All rights reserved. CISCO CONFIDENTIAL

Installation

• No Voice User Interface Verify the user is in the right COS Check that the COS is properly configured for VUI Verify that the Nuance Recognition services are running

recserver.exe compilation-server.exe mrcp-server.exe

If a remote installation, check your network availability

• CuVrt is not installed Investigate for failures in the Cisco Unity Connection setup logs

6© 2003, Cisco Systems, Inc. All rights reserved. CISCO CONFIDENTIAL

Operation

• Poor name recognition Use phonetic spellings of alternate names to mitigate the problem

For example; Michael Kale could become Michael Cawlee Thousands of names may also impact the recognition speed/performance CuVrt is not running or has not updated the names Sluggish computer response, resource contention

• Not enough ASR ports Users get a warning and then booted to the TUI

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Operation

• Slow recognition Check for performance issues on the recognition resource server Make sure debugging is not enabled

• Poor or failed recognitions A number of factors can cause general poor recognition

Environment noise Line noise, Clipping, Jitter, Non-linear DSP transforms, etc. Slurred, accented, speedy, or non-native speech against the target

language Out-Of-Grammar, Recognition rejection

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Voice Recognition Transport

• Cisco Unity Voice Recognition Transport (CuVrt) On the local Unity Connection server:

Delete the existing static_subscribers.gsl file Rename the static_subscribers.gsl.backup file

Restart both the client and server Voice Recognition Transport roles Forces an immediate update of the name grammars

• Nuance Watcher Daemon Restart the Nuance Watcher Daemon on the machine performing

recognitions services Forces a reload of the name grammars into memory

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