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Cisco Unity Connection

Unity Connection Speechview Feature Problem Caused by Email Scanner

Document ID: 116937

Updated: Dec 17, 2013

Contributed by Scott Hills, Cisco TAC Engineer.

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Introduction

This document describes a problem encountered with attempts to use the Speechview feature for Cisco Unity Connection Versions 8.5.1 and later in order to obtain a transcription of a voice message to text. The retrieval of transcriptions from Nuance can sometimes cause problems. This document describes one such issue.

Problem

You attempt to obtain a transcription of a voice message to text, but the attempt fails. In order to verify the transcription problem, you must check the configuration and enable traces.

Complete these steps in order to verify the transcription problem:

  1. Enable these traces from the CLI:

    • Set cuc trace enable SttService 10 - 15
    • Set cuc trace enable SMTP 12, 15

  2. Send a test message via the CLI to an external Simple Mail Transfer Protocol (SMTP) address (run cuc smtptest external@domain.com, for example) in order to reproduce the issue.

  3. Open the Real Time Monitoring Tool (RTMT), and navigate to Trace & Log Central > Collect files.

  4. Navigate to Connection SMTP Server > Speechview Processor > Next > Next.

  5. Select the Relative Range, and the appropriate Time Range.

  6. Choose a location to save, and click Finish.

  7. Zip the file, and email the traces.

Here is the reply message that is sent from Nuance to Unity Connection from Microsoft Exchange, as shown in the diag_SMTP logs:


10:35:29.608 |28347,,,SMTP,15,Thread=SmtpSvr-uc-lab.cisco.local@8025;
 class="com".cisco.unity.smtp.CsUnitySmtpInstance;Connection accepted
 Remote IP=14.48.48.224 Remote Port=5324610:35:29.608 |28347,,,SMTP,15,
 Thread=SmtpSvr-uc-lab.cisco.local@8025;
 class="com".cisco.unity.smtp.CsUnitySmtpInstance;Add: Number of Active
 Client Connections=1
10:35:29.609 |28347,,,SMTP,15,Thread=SmtpSvr-uc-lab.cisco.local@8025;
 class="com".cisco.unity.smtp.CsUnitySmtpInstance;Check Max Connections.
 Current=1 Max=20
10:35:29.609 |30765,,,SMTP,15,Thread=Thread-SmtpSvr-21;
 class="com".cisco.unity.smtp.CsUnitySmtpSession;
 Starting Client Communication...
10:35:39.610 |30765,,,SMTP,15,Thread=Thread-SmtpSvr-21;
 class="com".cisco.unity.smtp.CsUnitySmtpSession;Remote Host Name=
 14.48.48.224 Remote Host Address=14.48.48.224
10:35:39.611 |30765,,,SMTP,15,Thread=Thread-SmtpSvr-21;
 class="com".cisco.unity.smtp.CsUnitySmtpSession;(server) 220 uc-lab
 UnityMailer (ver 1.0); Mon Dec 02 10:35:39 EST 2013
10:35:39.612 |30765,,,SMTP,15,Thread=Thread-SmtpSvr-21;
 class="com".cisco.unity.smtp.CsUnitySmtpSession;(client)
 HELO hybrid.cisco.com
10:35:39.612 |30765,,,SMTP,15,Thread=Thread-SmtpSvr-21;
 class="com".cisco.unity.smtp.CsUnitySmtpSession;(server) 250 uc-lab:8025
 Hello 14.48.48.224 [14.48.48.224]
10:35:39.613 |30765,,,SMTP,15,Thread=Thread-SmtpSvr-21;
 class="com".cisco.unity.smtp.CsUnitySmtpSession;(client) MAIL FROM:
 <transcriptions@cisco.com>
10:35:39.613 |30765,,,SMTP,15,Thread=Thread-SmtpSvr-21; class="com".
 cisco.unity.smtp.dirdb.CsUnitySmtpInstanceConfig;getMailDropFolder()called
10:35:39.617 |30765,,,SMTP,15,Thread=Thread-SmtpSvr-21;
 class="com".cisco.unity.smtp.CsUnitySmtpSession;(server) 250 2.1.0
 <transcriptions@cisco.com>. Sender ok
10:35:39.618 |30765,,,SMTP,15,Thread=Thread-SmtpSvr-21;
 class="com".cisco.unity.smtp.CsUnitySmtpSession;(client) RCPT TO:
 <stt-service@uc-lab.cisco.local>
10:35:39.618 |30765,,,SMTP,15,Thread=Thread-SmtpSvr-21;
 class="com".cisco.unity.smtp.CsUnitySmtpSession;(server) 250 2.1.5
 <stt-service@uc-lab.cisco.local>. Recipient ok
10:35:39.618 |30765,,,SMTP,15,Thread=Thread-SmtpSvr-21; class="com".
 cisco.unity.smtp.dirdb.CsUnitySmtpInstanceConfig;getMailDropFolder()called
10:35:39.619 |30765,,,SMTP,15,Thread=Thread-SmtpSvr-21;
 class="com".cisco.unity.smtp.CsUnitySmtpSession;(client) DATA
10:35:39.619 |30765,,,SMTP,15,Thread=Thread-SmtpSvr-21;
 class="com".cisco.unity.smtp.CsUnitySmtpSession;(server) 354 Enter mail,
 end with <CRLF>.<CRLF>
10:35:39.619 |30765,,,SMTP,15,Thread=Thread-SmtpSvr-21;
 class="com".cisco.unity.smtp.CsUnitySmtpSession;Creating file outFile:
 /var/opt/cisco/connection/smtp/default/temp/csUnitySmtp-41-1385998539619
10:35:39.621 |30765,,,SMTP,15,Thread=Thread-SmtpSvr-21;
 class="com".cisco.unity.smtp.CsUnitySmtpSession;SMTP Message File
 Information. Path=/var/opt/cisco/connection/smtp/default/temp/
 csUnitySmtp-41-1385998539619. Size=5705
10:35:39.621 |30765,,,SMTP,15,Thread=Thread-SmtpSvr-21;
 class="com".cisco.unity.smtp.CsUnitySmtpSession;Moving
 csUnitySmtp-41-1385998539619 to /var/opt/cisco/connection/spool/stt/drop.
10:35:39.621 |30765,,,SMTP,15,Thread=Thread-SmtpSvr-21;
 class="com".cisco.unity.smtp.CsUnitySmtpSession;(server) 250 2.6.0
 Message accepted for delivery (csUnitySmtp-41-1385998539619)
10:35:39.621 |30765,,,SMTP,15,Thread=Thread-SmtpSvr-21;
 class="com".cisco.unity.smtp.CsUnitySmtpSession;!!! Notify MTA Server !!!
10:35:39.622 |30765,,,SMTP,15,Thread=Thread-SmtpSvr-21;
 class="com".cisco.unity.smtp.CsUnitySmtpSession;(client) QUIT
10:35:39.622 |30765,,,SMTP,15,Thread=Thread-SmtpSvr-21;
 class="com".cisco.unity.smtp.CsUnitySmtpSession;(server)
 221 2.0.0 uc-lab closing connection
10:35:39.623 |30765,,,SMTP,15,Thread=Thread-SmtpSvr-21;
 class="com".cisco.unity.smtp.CsUnitySmtpSession;Client Communication Ended.

This data appears in the diag_SttService logs, which indicates that some portion of the message was touched or changed by an email scanner or similar service:


10:35:39.950 |28490,,,SttService,15,Thread=SttMain;
 class="com".cisco.unity.stt.service.SttService;Processing incoming
 registration response10:35:39.951 |28490,,,SttService,15,Thread=SttMain;
 class="com".cisco.unity.stt.service.TSPMessage;Wrote raw incoming message:
 incoming8
10:35:39.951 |28490,,,SttService,15,Thread=SttMain;
 class="com".cisco.unity.stt.service.TSPMessage;Verifying message of type
 multipart/signed; protocol="application/pkcs7-signature";
     micalg=sha1; boundary="----=_Part_253_1769310755.1385998523066";
     name="reg-response.xml"
10:35:39.956 |28490,,,SttService,11,Thread=SttMain;
 class="com".cisco.unity.stt.service.TSPMessage;Exception caught:
 org.bouncycastle.cms.CMSException: invalid signature format in message:
 content hash found in signed attributes different

10:35:39.956 |28490,,,SttService,11,Thread=SttMain;
 class="com".cisco.unity.stt.service.SttErrorWriter;!! Call Stack Trace
 of the Exception (reverse order)!!

Solution

Generally, this problem can be caused by an email scanner or similar service that might modify the email header of the message from the time the reply was sent from Nuance.

In order to resolve the issue, remove the email scanner, or do not let the scanner touch or make changes to the message.

Updated: Dec 17, 2013
Document ID: 116937