Unity Connection SpeechView Feature Troubleshoot

Introduction

This document describes how to troubleshoot the SpeechView feature on Unity Connection. SpeechView is a configurable, licensed voice-to-text transcription service in Unity Connection. It generates transcriptions of voicemail messages with the use of an external transcription service called Spinvox, powered by Nuance.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Microsoft Exchange Initial Configuration  
• Unity Connection Service Configuration 
• Supplemental Video for Unity Connection Configuration
• Connection 8.0(1) Training Material  

Components Used

The information in this document is based on Cisco Unity Connection.

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Background

You typically experience one of two scenarios when transcription failures are encountered:

• You experience garbled messages. You receive a transcription that is partially in symbols (#@$#&*) because the system is unable to process the full message.
• You receive a transcription failure notification from Unity Connection. The transcription failure is due to Cisco bug ID CSCts42004 (Ambiquous message sent from UCx in case naunce server failed to convert). Nuance cannot transcribe the message.

Nuance is unable to investigate anything older than three days. However, messages might not convert properly due to these reasons:

• Most words in the message are inaudible due to a disturbance in the audio.
• There is a lot of background noise when or where the message is recorded.
• The language used when the message is recorded is not English.
• An accent is used by the speaker that is not properly understood by the system.
• The message is spoken too fast.

If the WAV file is incorrect (in the wrong format, for example), it is rejected by the system. This is likely due to either audio quality or complexity. At this point, an upgrade to SpeechView Pro is typically suggested (which includes human assistance). However, professional SpeechView service involves automated transcription as well as human assistance in order to convert speech to text and deliver the text version of the voice message to your email inbox.

Troubleshoot

Follow these steps in order to troubleshoot the SpeechView feature on Unity Connection:

1. Check to see if the Simple Mail Transfer Protocol (SMTP) domain of Unity Connection is the same as the corporate routable email environment (not recommended). If it is, then SpeechView does not work as expected (Caveats).
2. Check to see if Unity Connection utilizes an unrestricted build. SpeechView might not work properly with an unrestricted build. In the SpeechView logs you can see:

   |28688,,,SttService,15,Thread=SttMain; 
   class="com".cisco.unity.stt.service.TSPMessage;
   Text content received: Attachment Error: 
   Client-Public key is not valid.

3. Determine if Microsoft Exchange 2007 or 2010 is used. If one of them is used, you must modify the sendconnector configured. Enter this command into the Microsoft Exchange Command Shell:

   Set-sendconnector "connector name" -forceHELO 1

   Enter this command to verify:

   Get-sendconnector "connector name" | format-list

4. In order to troubleshoot this on the "transcriptions mailbox", navigate to Mailbox > Mailflow > Delivery Options. Click the Deliver Message Forwarding and to Mailbox check box, and this message displays:

   5.1.7 format error - see the configuration piece for (3a)

   The initial email message makes it to the external account, but when the return message comes back through Microsoft Exchange, it is slightly modified and Unity rejects it. The source of the problem is that Microsoft Exchange 2007 and 2010 adds AUTH=<>to the end of the "MAIL FROM" SMTP command. When this happens, Unity Connection rejects the email with a "5.1.7 Sender Format Error." A dedicated Send Connector for Unity Connection must be set up in Microsoft Exchange in order to prevent the AUTH information send. The administrator must then manually go into the Microsoft Exchange Command Shell and force it to use HELO instead of EHLO on that Send Connector.
5. Check the email flow with run cuc smtptest external@domain.com. This process is typically:
   • Not a valid test unless the email is leaving the customer's local email environment.
   • A basic SMTP mailflow validation test. It does not mean that a registration request works.
   • Helpful to troubleshoot footers and signatures that customers typically have on their emails. For example: "This is a confidentiality notice......" These types of messages invalidate any registration requests sent to Nuance. When the request is sent from Unity Connection, it is locally encrypted and then sent out. The device (Microsoft Exchange) adds the footer as plain text because Nuance parses for registration requests that come in. Nuance sees a message with a non-encrypted part, and auto-rejects the message. Thus, Unity Connection sends a registration request out, but a response from Nuance is never received.
6. Set the traces for the initial configuration.

   Note: In order to troubleshoot other issues, refer to the official troubleshooting guide for more traces. (See the Related Information section.)

   1. Insert the traces log into the CLI, and enter:

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

   2. Reproduce the issue. Send a test message via the CLI to an external SMTP address (run cuc smtptest external@domain.com).
   3. Collect the logs:
      1. Open the Real Time Monitoring Tool (RTMT) and navigate to Trace & Log Central > Collect files.
      2. Choose Connection SMTP Server > Speechview Processor > Next > Next.
      3. Select the Relative Range, and then the appropriate Time Range.
      4. Choose a location to save and click Finish.
      5. Zip and email the traces.
   4. If a message is touched by an email scanner, you see these messages in the logs, followed by error call stack traces:

      12:16:13.299 |29767,,,SttService,15,Thread=SttMain; class="com".cisco.unity.stt.service.
      TSPMessage;Received unsigned message.Content-type: multipart/mixed;
      boundary="_1e5d8126-a5f5-4e69-9194-d9d37968017d_"Subject: Registration Response

      12:16:13.299 |29767,,,SttService,15,Thread=SttMain; class="com".cisco.unity.stt.service.
      TSPMessage;Received unencrypted message of type multipart/mixed;
      boundary="_1e5d8126-a5f5-4e69-9194-d9d37968017d

Related Information

• Cisco SpeechView Troubleshooting Guide
• Technical Support & Documentation - Cisco Systems