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Cisco Personal Assistant 1.4 Installation and Administration Guide
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Chapter 6 Troubleshooting Personal Assistant
Resolving Problems with Using Personal Assistant
–
Refresh the speech grammar by clicking Refresh Now on the Speech Services Configuration
page (System > Speech Services). If the problem persists, verify that the package was created
(look for xcopy errors in the Personal Assistant log on the primary server), and contact
Cisco TAC.
• The time changed on the Personal Assistant server, or there is a large time difference between the
speech servers and the Cisco CallManager servers. To solve this problem:
–
Ensure that the times are consistent on these machines, which typically obtain their time from
the domain controller when the servers reside in a Windows domain.
Personal Assistant Is Too Slow to Answer Calls
If it takes a long time for Personal Assistant to answer calls to the Personal Assistant number, it is likely
that you are using IP addresses for speech server or license managers in your configuration, and your
DNS server is not set up to resolve an IP address to an IP address.
To resolve the problem, either reconfigure your DNS server to add IP address to the same IP address
mapping, or change the Personal Assistant configuration to identify the speech servers and license
managers by using DNS host names.
Callers Hear a Busy Tone When Calling Personal Assistant
When callers to the Personal Assistant number hear a busy tone, you might have one of the following
problems:
• Callers always hear busy tone—If callers always hear a busy signal, it could mean any of the
following problems exist:
–
Personal Assistant is not running. Check the status of the servers by using the control center
(System > Control Center).
–
No media ports are defined. Check the server configuration (Servers > Server Configuration)
and add ports if necessary. You must also create the ports in Cisco CallManager. See the
“Configuring Personal Assistant Servers” section on page 4-10 and the “Adding Media Ports for
Personal Assistant” section on page 3-10 for more information.
–
The Personal Assistant CTI route points are not assigned to the JTAPI user for
Personal Assistant. You must assign the route points used for the Personal Assistant number, the
automated attendant number (if any), and all route points used as Personal Assistant interceptor
ports.
• Callers occasionally hear a busy tone—Either add more media ports or install additional
Personal Assistant servers. When callers occasionally hear a busy tone, the call load from your users
is heavier than the existing setup can handle.
A User Hears a Busy Tone When Calling Another User
If two users each have phone DNs that exactly match the DNs of Personal Assistant interceptor port
route points that are configured in Cisco CallManager, the users will hear a busy tone when trying to
contact one another by using Personal Assistant.