© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 1

Cisco Unity Connection 2.0 VUI Troubleshooting

Mike Maas, Unified Communications Business Unit

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 2

Overview

VUI Failure Conditions

VUI Tracing and Logs

VUI Troubleshooting Scenarios

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 3

VUI

Soft Failure Situations:

Configuration Errors (Administration)

Missed recognition (Garbled Audio, Environmental Noise, etc.)

Connectivity (MRCP, Loss of Audio, etc.)

Core Dump (CuVrt, Nuance Processes)

Hard Failure Situations:

Failsafe (Conversations Error)

Core Dump (CsMgr, etc.)

VUI Failure Conditions

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 4

VUI

Cisco Unity Connection Micro Traces

CDE

10 - State Machine Trace

22 – Speech Recognition Grammar

MIU I/O

25 – ASR and MRCP

PhraseServer

10 – Speech Recognition

VUI (and CuVrt)

2 - Warning

3 - Info

4 - Grammar

VUI Tracing and Logging

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 5

VUI

Cisco Unity Connection Macro Traces

Voice User Interface/Speech Recognition Traces

CCL Levels 12, 13

CDE Levels 3, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22

CML Level 0

ConvSub Levels 0, 1, 2, 3, 4 ,5

MiuIO Levels 11, 25, 27

MiuMethods Level 12

PhraseServer Levels 1, 2, 3, 5, 6, 7, 8, 9, 10

VUI Levels 0, 1, 2, 3

VUI Tracing and Logging

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 6

VUI

Nuance Logging

Configuration File

/usr/local/SpeechWorks/OpenSpeechRecognizer/config/Baseline.xml

Enable Waveform Logging

To turn on waveform logging

Set swirec_suppress_waveform_logging to 0. (Or 1 to turn it off wave logging.)

To turn on waveform logging of pre-endpointed waveforms

Set swiep_suppress_waveform_logging to 0. (Or 1 to turn off wave logging.)

! Restart Connection Voice Recognizer !

VUI Tracing and Logging

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 7

VUI

Real Time Monitoring Tool

Unity Connection Outputs

CsMgr, CuVrt, Etc.

Nuance Outputs

OSR

VUI Tracing and Logging

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 8

VUI

Log Locations

Cisco Unity Connection Logs

/var/opt/cisco/connection/log

/common/log/taos-log-a/cuc

[Both link to /common/var-connection-(version)]

Both Diagnostic and Process Logs (CuVrt / Nuance / CsMgr) (out_*.txt)

Cisco Unity Connection Grammars

/var/opt/cisco/connection/cache/vui

Nuance Logs

/var/opt/cisco/connection/cache/vui/OSRdata/{DATETIME}

VUI Tracing and Logging

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 9

VUI

Configuration

Recognition

Grammars

Failsafe

VUI Troubleshooting Scenarios

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 10

VUI

Scenario

A User is not getting a VUI conversation when they login

Steps

Check for normal configuration problems

Incorrect Class of Service

Not properly set in the Phone Menu settings

VUI Troubleshooting Scenarios – Configuration

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 11

VUI

Scenario

A User is hearing a prompt indicating that voice recognition is not available

Steps

Verify that the Nuance Services are running

Verify that the Nuance Licensing service is running

Check for any errors

VUI Troubleshooting Scenarios – Configuration

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 12

VUI

Scenario

A User is getting poor recognition

Steps

Explicitly determine the location of the poor recognition

Check the User settings (Confidence)

Enable VUI conversation logs and reproduce

Evaluate the logs and recorded utterances

VUI Troubleshooting Scenarios – Recognition

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 13

VUI

Scenario

No names seem to be recognized

Steps

Verify that name grammars exist and are valid

Ensure that CuVrt is running

Verify that the Nuance Licensing service is running

Check the CuVrt process output (out_cuvrt.txt)

Check the Nuance Logs

VUI Troubleshooting Scenarios – Grammars

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 14

VUI

Scenario

A failsafe conversation is played to the User

Steps

Enable generic conversation logs and reproduce

Evaluate the logs and recorded utterances

VUI Troubleshooting Scenarios – Failsafe

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 15