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Cisco Personal Assistant 1.4 Installation and Administration Guide
OL-4590-03
Chapter 6 Troubleshooting Personal Assistant
Troubleshooting Failed System Refreshes
To resolve the problem, restart all license managers and speech servers from the control center (System >
Control Center).
If the problem recurs frequently, and you are using DHCP, consider using static IP addresses for the
Personal Assistant and speech servers.

Personal Assistant Is Not Intercepting Calls

If Personal Assistant is not intercepting calls (which means it cannot apply call routing rules), make sure
you have created the required interceptor ports and have configured the Personal Assistant servers
correctly for those ports.
If Personal Assistant never intercepts calls, potential problems might be:
• The CTI route points are not configured with the correct partition or calling search space.
• The calling search space of the calling phone might not include the PA partition as the first partition.
• The Personal Assistant server is not configured to intercept calls for the called phone.
• The CTI route points used as interceptor ports are not assigned to the Personal Assistant JTAPI user.
If the problem is intermittent, check to see if call screening is enabled for the user. If it is, it is likely that
a media port was not available for the call. Add more media ports or additional Personal Assistant
servers. It might also be that the user turned off call-routing rules from the Settings Page of the user
interface.

Personal Assistant Is Transferring Only Internal Calls or External Calls to Voice

Mail

If Personal Assistant is transferring internal calls but not external calls to voice mail, or vice versa, it
may be that the DTMF redirection sequences for external and internal calls have been configured with
the same value when they should have different values.
Ensure that the internal and external DTMF redirection sequences and the redirection delay values on
the Messaging Configuration page of the Personal Assistant Administration interface are configured
correctly. See the “Messaging Configuration” section on page A-10 for more information.
Troubleshooting Failed System Refreshes
If a system refresh is not successful, the Personal Assistant services may not run and some
Personal Assistant features may be unavailable.
Do the following procedure to troubleshoot a failed system refresh.
To Troubleshoot a Failed System Refresh
Step 1 On the Speech Services Configuration page of the Personal Assistant Administration interface, verify
that the entry in the License Key field is valid. If the Number of Licenses field does not display the
correct number of speech ports and available locales, re-enter the license key, and click Save to update
the information.