1 © 2003, Cisco Systems, Inc. All rights reserved. CISCO CONFIDENTIAL Voice User Interface Troubleshooting Cisco Unity Connection 1.1 Mike Maas Unified Communications Business Unit (UCBU) October 2005

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

3 © 2003, Cisco Systems, Inc. All rights reserved. CISCO CONFIDENTIAL 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

7 © 2003, Cisco Systems, Inc. All rights reserved. CISCO CONFIDENTIAL 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

8 © 2003, Cisco Systems, Inc. All rights reserved. CISCO CONFIDENTIAL 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

9 © 2003, Cisco Systems, Inc. All rights reserved. CISCO CONFIDENTIAL 999 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID