1. © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 1 Cisco Unity Connection 2.0 VUI Troubleshooting Mike Maas, Unified Communications Business Unit

2. © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 2 Overview  VUI Failure Conditions  VUI Tracing and Logs  VUI Troubleshooting Scenarios

3. © 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

4. © 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

5. © 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

6. © 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

7. © 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

8. © 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

9. © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 9 VUI  Configuration  Recognition  Grammars  Failsafe VUI Troubleshooting Scenarios

10. © 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

11. © 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

12. © 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

13. © 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

14. © 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

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