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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
For example, user A has the DN 2001 and user B has the DN 2002. Two Personal Assistant interceptor
port route points with the DNs 2001 and 2002 are defined in Cisco CallManager. When user A attempts
to call user B, Cisco CallManager cannot transfer the call to Personal Assistant. Instead the call is
rejected and user A hears a busy tone.
Check the DNs of both users in Cisco CallManager against the Personal Assistant interceptor port route
points. To avoid the problem, we recommend that you use wildcards for the interceptor port route points.
See the “Creating Personal Assistant Interceptor Ports and Configuring Error Handling” section on
page 3-4.
If the DNs and interceptor port route points are not the problem, verify that the user phones are in the
correct partition. See the “Updating the Partition for Managed Phones” section on page 3-8.
Personal Assistant Does Not Recognize Users When They Call From Their Work Phones
If a user calls Personal Assistant from his or her work phone, and if Personal Assistant prompts the user
for an extension or first and last name:
• Verify that the user work phone is set correctly in the corporate directory. If applicable, modify the
entry and do a system refresh. Note that the user will not be recognized until the refresh has
completed successfully.
• Ensure that the directory lookup rule correctly translates the user work phone to the work phone
number as it is represented in the corporate directory, if applicable. See the “Directory Lookup
Rules” section on page A-8.
• Check whether a refresh or a server restart is in progress. During these processes, Personal Assistant
reads information from the corporate directory and cannot recognize users until the refresh or restart
has successfully completed.
Message Waiting Indicator Does Not Work
If the message waiting light on the phones no longer lights when a new message is received, the problem
might be in the calling search space configuration.
When setting the calling search space that you use for voice mail ports and for message waiting
indicators, ensure that it contains the PAManagedEmployees partition, but not the PA partition.
Otherwise, the message waiting indicators will not work.
You assign partitions and calling search spaces to voice mail ports on the Feature > Voice Mail > Cisco
Voice Mail Port > Voice Port Configuration page of the Cisco CallManager Administration interface.
You use the Cisco CallManager Administration interface to assign partitions and calling search spaces
to message waiting indicators in one of the following ways:
• On the Feature > Voice Mail > Message Waiting > Message Waiting Configuration page.
• On the Service Parameters Configuration page by going to Service > Service Parameters, and
clicking Cisco Messaging Interface for the applicable server. Set the calling search spaces on the
Service Parameters Configuration page only when a simplified message desk interface
(SMDI)-compliant external voice mail system is used.