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1.4 manual
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Contents
viii
Cisco Personal Assistant 1.4 Instal
lation and Administration Guide
OL-4590-03
Contents
Main
Cisco Personal Assistant Installation and Administration Guide
Page
CONTENTS
Page
Page
Page
Page
Page
Preface
Overview
Audience
Related Documentation
Help and Document Conventions
Using Help
Document Conventions
Obtaining Documentation
Cisco.com
Ordering Documentation
Documentation Feedback
Obtaining Technical Assistance
Cisco Technical Support Website
Submitting a Service Request
Definitions of Service Request Severity
Obtaining Additional Publications and Information
Planning for Personal Assistant
Understanding Personal Assistant
Personal Assistant Features
Page
Cisco IP Telephony Terminology
Personal Assistant Interceptor Ports
CTI Route Points and Media Ports
Partitions and Calling Search Spaces
Cisco CallManager Clusters
How Personal Assistant Uses Directories
Role of Personal Assistant in the Cisco IP Telephony Network
Page
Personal Assistant and User Interactions
Interaction Terminology
Incoming Call Handling
Access to Personal Assistant
Understanding the Personal Assistant Server and Speech-Recognition Server
Speech-Recognition Server
Personal Assistant Server
License and Resource Managers
Interactions of the Personal Assistant Server and Speech-Recognition Server
Creating Server Clusters
Determining the Required Number of Personal Assistant Servers and Speech-Recognition Servers
Estimated Number of Simultaneous Sessions
Using the Session Estimates in Your Planning
Setting Up Personal Assistant Server Load Balancing
Configuring Load Balancing
Effect of Load Balancing on Users Who Access Personal Assistant
Effect of Load Balancing on Rule-Based Call Routing
Creating a Personal Assistant Server Cluster With Failover
Using Active Personal Assistant Servers for Failover
Using Spare Personal Assistant Servers for Failover
Intercepting Calls with Personal Assistant
Using Partitions and Calling Search Spaces Without Personal Assistant
Defining Partitions and Call Search Spaces for Personal Assistant
Adding Personal Assistant to Existing Partitions
Page
Adding Personal Assistant Without Previously Defined Partitions
Page
Why You Need a Partition for Personal Assistant Managed Phones
Why You Need Interceptor Port Error Handling
Customizing Implementation of Personal Assistant
Using Personal Assistant Without Speech Recognition
Using Personal Assistant Without Rule-Based Call Routing
Preventing Toll Fraud
Installing and Upgrading Personal Assistant
Task List for Installing Personal Assistant on a New System
Installing Personal Assistant Software
Page
Page
Task List for Upgrading from Personal Assistant Version 1.3(x)
Stopping Personal Assistant Components
Setting Up Active Directory as the Corporate Directory for Personal Assistant
Verifying That the Global Catalog Schema Includes Personal Assistant Attributes
Using an LDIF File
Disabling McAfee NetShield Services
Disabling Cisco Security Agent for Cisco Personal Assistant
Re-Enabling Cisco Security Agent for Cisco Personal Assistant
Installing the Enhanced Text to Speech Server
Refreshing the SystemUpdating User Information from the Corporate Directory
Page
Page
Configuring Cisco CallManager for Personal Assistant
Setting Up Cisco IP Phone Route Plans
Creating a Phone Partition
Creating a Phone Calling Search Space
Assigning the Partition and Calling Search Space to Phones
Setting Up Personal Assistant to Intercept Calls
Creating the Personal Assistant Partitions
Creating the Personal Assistant Calling Search Space
Creating Personal Assistant Interceptor Ports and Configuring Error Handling
Page
Page
Updating the Calling Search Space for End-User Phones
Updating the Partition for Managed Phones
Setting Up the Personal Assistant Number
Adding Personal Assistant as a JTAPI User
Adding Media Ports for Personal Assistant
Page
Configuring Cisco Unity in Cisco CallManager for Integration with Personal Assistant
Configuring Personal Assistant
Personal Assistant Configuration Task List
Page
Logging On to and Out of the Personal Assistant Administration Interface
Configuring Speech Recognition
Page
Page
Configuring Telephony Providers
Configuring the Corporate Directory
Page
Page
Configuring Personal Assistant Servers
Page
Configuring Messaging
Page
Configuring Enhanced Text to Speech
Creating a Simple Automated Attendant
Creating Dialing Rules
Configuring Directory Lookup Rules
Configuring Directory Hierarchies
Setting Up Systemwide Rules
Creating and Activating Systemwide Rules
Turning on Systemwide Rule Processing
Integrating Personal Assistant with a Cisco Unity Voice Messaging System
Page
Page
Integrating Personal Assistant with an Octel Voice Messaging System
Integrating Personal Assistant with Exchange 5.5
Page
Page
Preparing Users for Personal Assistant
Accessing the User Interface
Dialing Personal Assistant
Obtaining Help
Managing Users
How Administrative Changes Affect Users
Page
Troubleshooting Personal Assistant
Resolving Problems with Using Personal Assistant
Unable to Access the User Web Interface
Search Results Include Multiple Copies of a User
Unable to Use Speech Commands
Users Cannot Make Conference Calls (Cisco CallManager 3.3 or Later)
Directed to Operator Too Often
Too Many Available Options
Calls Transferred to Voice Mail Too Quickly
Dial Rules Not Working Properly
Calls Dropping
Callers Hear We Are Experiencing Technical Difficulties, Please Call Back Later
Personal Assistant Is Too Slow to Answer Calls
Callers Hear a Busy Tone When Calling Personal Assistant
A User Hears a Busy Tone When Calling Another User
Personal Assistant Does Not Recognize Users When They Call From Their Work Phones
Message Waiting Indicator Does Not Work
All Users Cannot Browse Voice Mail
Some Users Cannot Browse Voice Mail
Users Cannot Log On to Cisco Unity Voice Mail
Calendar-Based Call-Routing Rules Do Not Work
Users Hear Text to Speech Names Too Often
Personal Assistant Plays an Unexpected User Recorded Name
Resolving Problems with Managing Personal Assistant
Speech Server or License Manager Is Not Recognized
Servers Displaying Connectivity Problem
Server Processor Is Running at Maximum
Personal Assistant Is Not Intercepting Calls
Troubleshooting Failed System Refreshes
Monitoring Server Status
Monitoring Performance
Page
Collecting Call History Information
Starting and Stopping the Servers and License Manager
Collecting Trace and Debug Information
Integrating with Network Management Systems
CDP Support
Monitoring Personal Assistant Subsystem Status
Collecting System Logs with Syslog
Page
APPENDIX
A
Personal Assistant Administration Page Reference
AA Prompt Configuration
Control Center
Corporate Directory Settings
Page
Page
Cisco CallManager Internal Directory Configuration
Dial Rules Configuration
Directory Hierarchy Configuration
Directory Lookup Rules
Enhanced Text to Speech Configuration
Messaging Configuration
Page
Miscellaneous Settings
Page
Page
Reset User Information
Server Configuration
Page
Page
Page
Server Status
Speech Services Configuration
Page
Page
Page
Systemwide Rule Options
Systemwide Rules
Telephony Configuration
Page
Page
INDEX
A
B
C
D
E
F
G
H
I
M
N
O
P
R
S
T
U
V
W