Cisco Systems 1.4 Troubleshooting Personal Assistant

CHAPT ER

6-1

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

6

Troubleshooting Personal Assistant

This chapter contains the following sections:

• Resolving Problems with Using Personal Assistant, page 6-1

• Resolving Problems with Managing Personal Assistant, page 6-10

• Troubleshooting Failed System Refreshes, page 6-11

• Monitoring Server Status, page 6-12

• Monitoring Performance, page 6-12

• Collecting Call History Information, page 6-14

• Starting and Stopping the Servers and License Manager, page 6-14

• Collecting Trace and Debug Information, page 6-15

• Integrating with Network Management Systems, page 6-16

Resolving Problems with Using Personal Assistant

The following sections provide resolutions to problems users might encounter:

• Unable to Access the User Web Interface, page 6-2

• Search Results Include Multiple Copies of a User, page 6-2

• Unable to Use Speech Commands, page 6-2

• Users Cannot Make Conference Calls (Cisco CallManager 3.3 or Later), page 6-3

• Directed to Operator Too Often, page 6-3

• Too Many Available Options, page 6-3

• Calls Transferred to Voice Mail Too Quickly, page 6-4

• Dial Rules Not Working Properly, page 6-4

• Calls Dropping, page 6-4

• Callers Hear “We Are Experiencing Technical Difficulties, Please Call Back Later”, page 6-4

• Personal Assistant Is Too Slow to Answer Calls, page 6-5

• Callers Hear a Busy Tone When Calling Personal Assistant, page 6-5

• A User Hears a Busy Tone When Calling Another User, page 6-5

• Personal Assistant Does Not Recognize Users When They Call From Their Work Phones, page 6-6

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