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Text-to-Speech Option Fails to Play Back Email Messages

Cisco - Text-to-Speech Option Fails to Play Back Email Messages

Document ID: 112059

Updated: Jul 15, 2010

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Introduction

Text-to-Speech (TTS) gives the ability to listen to your emails over the telephone. This document describes the procedures involved in fixing the TTS engine after it fails to read the emails from Cisco Unity 7.x.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

The information in this document is based on the Cisco Unity 7.x.

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.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

When you try to use TTS, it fails and you receive the error This email cannot be read now. Unity is only going to read voice mails stored on the root or under the Deleted Items folder of the Inbox. If you have a server rule that moves your messages to another location, then Cisco Unity is not going to read them.

As the initial step for resolving the issue, perform these steps:

  1. Make sure the mailbox of the subscribers using the TTS feature is on the same message store where it is intended to be.

  2. Access the mailbox through any email client like Outlook Web Access (OWA) with the UnityMsgStoreSvc credentials in order to ensure that you are able to access the email messages.

  3. Check if TTS is enabled for the subscriber.

  4. Check for any error message or if there are any application logs saying that the messages cannot be read.

Here are the application log error messages as seen from the Cisco Unity box when TTS fails:

  1. Event ID: 1030

    Event Type:	Error
    Event Source:	CiscoUnity_TTS
    Event Category:	Run 
    Event ID:	1030
    Date:		<date>
    Time:		<date>
    User:		N/A
    Computer:	<Computer Name>
    Description:
    Problem during initialization of a TTS session. The session may not have been
    created. Stop and restart the AvTtsSvr service. (Session get_Capabilities 
    failed with HRESULT 0x80045c04)
  2. Event ID: 1026

    Event Type:	Error
    Event Source:   CiscoUnity_TTS
    Event Category: Init
    Event ID: 1026
    Date:		<date>
    Time:		<date>
    User:		N/A
    Computer:	<Computer Name>
    Description:
    The preferred TTS provider Realspeak is not installed. Verify that you are
    using the correct license file and that you have installed the correct 
    provider. To view license settings, use the Cisco Unity Licensing snap-in, and
    to install providers, run Cisco Unity Setup.

Solution

Perform these steps in order to resolve the issue:

  1. Make sure the AvTtsSvr service is running and set to local.

  2. Restart the AvTtsSvr service.

  3. Confirm that there are files in the X:\CommServer\RealSpeak\Engine folder (X could be any drive where you have installed Cisco Unity). This is to ensure the Realspeak directory is within the Commserver directory.

After performing the previous steps, if the issue still persists, the best way to proceed is to re-install the TTS. Perform these steps in order to install TTS:

  1. Log on to the Unity Box by using the Cisco Unity installation account.

    Note: Disable virus-scanning and Cisco Security Agent services on the server. This can sometimes lead to installation failure.

  2. From the first Cisco Unity installation disc (the DVD disc that contains the installation files of Unity7 version.(CUICA)) or from the location to which you saved the downloaded Cisco Unity first disc installation image files, browse to the root directory and double-click Setup.exe.

  3. If prompted, double-click the language of your choice to continue with the upgrade.

  4. On the Cisco Unity Installation and Configuration Assistant Welcome screen, click Continue.

  5. In the main window of the assistant, click Run the Cisco Unity Setup Program.

  6. If prompted, double-click the language of your choice to continue the upgrade.

  7. If a message to stop services appears, click OK.

  8. Click Next or Continue without changing values until the Select Features dialog box appears.

  9. In the Select Features dialog box:

    1. Check the Upgrade Cisco Unity check box.

    2. If the Cisco Unity license includes text-to-speech, check the Enable TTS check box.

    3. Uncheck the Install Voice Card Software check box.

  10. Click Next or Continue without changing values until you are prompted to restart the CiscoUnity server.

Related Information

Updated: Jul 15, 2010
Document ID: 112059