Table Of Contents
Release Notes for Cisco Personal Assistant Release 1.3(2)
Published May 15, 2002
These release notes contain requirements, important notes, installation and upgrade instructions, caveat and workaround information, and documentation updates for Cisco Personal Assistant Release 1.3(2).
This document contains the following sections:
What's New in Personal Assistant
What's New—Version 1.3(2)
Personal Assistant version 1.3(2) includes the following major changes to address prevention of toll fraud:
Restricting Personal Assistant Access to Only Cisco CallManager Users
The Personal Assistant administrator can specify whether Personal Assistant users are authenticated against only the Cisco CallManager directory or against the entire corporate directory (of which the Cisco CallManager directory is a part). With the Cisco CallManager-only option, employees in the corporate directory who are not Cisco CallManager users cannot access Personal Assistant.
To set authentication against only the Cisco CallManager directory, in the Personal Assistant administration interface, go to the System > Miscellaneous Settings page, and check the Allow CallManager Users Only check box. (To set authentication against the entire corporate directory, uncheck the Allow CallManager Users Only check box.)
Restricting Personal Assistant Access to Only Registered Phones
The Personal Assistant administrator can configure the system to accept calls only from registered phones. Registered phones are work, home, and mobile numbers of all users in the corporate directory and any personal destinations set by Personal Assistant users. With the registered-phone-only option, when Personal Assistant receives a call from an unregistered phone, it transfers the call to the operator.
To disallow calls from unknown phones, in the Personal Assistant administration interface, go to the System > Miscellaneous Settings page, and uncheck the Allow Calls from Unregistered Phones check box.
Enforcing PIN Authentication
The Personal Assistant administrator can override user settings to bypass PIN authentication from personal destinations. With the enforce-authentication option, Personal Assistant enforces PIN authentication from any destination except a user's work phone as listed in the corporate directory.
To enforce authentication, go to System > Miscellaneous Settings and check the Enforce Authentication by PIN from Personal Destinations check box.
Setting the PIN
Users can set their PINs only from their work phones or in the Personal Assistant user web interface.
To set a PIN in the Personal Assistant user web interface, go to the Preferences > Change PIN page, reset the PIN, and click Update.
What's New—Version 1.3(1)
Personal Assistant version 1.3(1) includes the following major change:
Support for Multiple Locales
Personal Assistant 1.3(1) supports users and outside callers who speak different languages. For users, Personal Assistant uses the language they select through the user web interface. When you create a Personal Assistant automated attendant, outside callers can switch between languages that are included in the supported locales.
Supported Hardware and Software
The following platforms are supported for single-language use and multiple-language use of Personal Assistant version 1.3(2):
•Cisco Media Convergence Server (MCS) 7835-1266—Features a 1.26-GHz Intel Pentium III CPU, 1 GB of 133-MHz registered SDRAM, and dual 18.2-GB Ultra3 SCSI hot-plug hard disks with RAID support.
•Cisco Media Convergence Server (MCS) 7825-1133—Features a 1133-MHz Intel Pentium III CPU, 1 GB of SDRAM, and a single 20-GB Ultra ATA hard disk.
•Compaq ProLiant DL380G2
•Compaq ProLiant DL320
You can find descriptions of these platforms on Cisco.com at http://www.cisco.com/go/swonly.
The following platforms are also supported for single-language use of Personal Assistant version 1.3(2):
•Cisco Media Convergence Server (MCS) 7835-1000
•Cisco Media Convergence Server (MCS) 7825-1133
•Compaq ProLiant DL380
These platforms are described in the release notes for Cisco Personal Assistant 1.2(3) on Cisco.com at
Personal Assistant version 1.3(2) works with the following software:
•Cisco CallManager versions 3.1 and 3.2
Caution Personal Assistant 1.3(2) is not compatible with versions of Cisco CallManager earlier than 3.1.
•Cisco Intrusion Detection System (IDS) Host Sensor
•Cisco Unity versions 2.4(6), 3.0, and 3.1
•McAfee NetShield version 4.0
•Microsoft Exchange 5.5 and Exchange 2000 (for calendar scheduling and for Cisco Unity)
•Microsoft Internet Explorer 5.x
•Netscape 4.7x (Netscape 6.0 is not supported)
Note If you have a CiscoWorks 2000 server in your network, Personal Assistant error messages can be sent to Syslog for collection and analysis. The supported version for Personal Assistant is CiscoWorks 2000 RME 3.3.
Upgrading to Personal Assistant 1.3(2)
Personal Assistant version 1.3(2) is a patch release. To upgrade to Personal Assistant 1.3(2), you must have version 1.3(1) installed.
To install or upgrade to Personal Assistant 1.3(1), see the "Installing Personal Assistant 1.3(1)" section.
The following sections provide important information about using Personal Assistant versions 1.3(2) and 1.3(1):
Estimating Simultaneous Sessions and User Capacity for Personal Assistant Servers
The Cisco Personal Assistant Administration Guide includes information on estimating the number of simultaneous sessions a server can support for Personal Assistant, and on how to use the estimates to determine the number of servers you need. This section includes the most current estimates and changes in how to estimate usage based on call interception (interceptor ports). Use the numbers in this section instead of the examples in the administration guide.
Note The number of media ports you can configure is determined by the speech-recognition license you purchase for Personal Assistant. If you purchase a 20-session license, you can configure only up to 20 media ports, even if a server platform supports more than 20 ports.
The Cisco Personal Assistant Administration Guide describes how to estimate simultaneous-session support for two types of Personal Assistant usage:
•Call-interception session—Personal Assistant intercepts an incoming call and applies call-routing rules. (Based on interceptor ports.)
•Speech-recognition session—A user calls Personal Assistant, for example, to dial a user by name or to set up a conference call. (Based on media ports.)
The administration guide explains how to calculate the number of required simultaneous sessions for each of these usage types to help you estimate the number of users you can support on a single server.
Cisco recommendations on calculating these estimates have been changed:
•Call-interception session—The calculation method described in the administration guide is no longer used. Instead, Cisco recommends that you calculate the number of users per server based on the number of busy hour call attempts (BHCA) for the server platform. This figure estimates the number of calls that can be processed during an hour in the busy part of the day (that is, during regular business hours). To calculate the number of users, divide the BHCA by the expected average number of calls made to a person per hour. Cisco recommends that you estimate 6 calls per person per hour. Thus, if a server supports 15,000 BHCA, 15,000/6 is 2,500 users.
When you determine the number of users per server that you can support for call interception, configure the interceptor ports based on that number. Assign each Personal Assistant server a collection of interceptor port patterns that matches the number of users. For example, interceptor port 1XXX applies to 1,000 possible interceptor ports (1000 to 1999). Thus, if you want to support 2,500 users on a server, configuring these seven interceptor ports would accomplish the task (assuming the underlying phone numbers are all assigned to users): 1XXX, 2XXX, 31XX, 32XX, 33XX, 34XX, 35XX.
•Speech-recognition session—No changes. Continue to multiply the media port figures shown in Table 1 or Table 2 by the number of simultaneous calls to Personal Assistant that you want to support. Cisco recommends that you estimate 50 sessions per media port. For example, on an MCS-7835-1266 server where the Personal Assistant server and speech-recognition server are both installed, and the corporate directory has approximately 20,000 names or fewer, multiply 48 media ports by 50 sessions for a total of 2,400 users.
Or, in a reverse calculation, if you need to support 4,500 users, you need a total of 90 media ports. Because no single-server configuration can support as many as 90 media ports, you would require at least two servers, depending on the server platform you select.
Table 1 and Table 2 show the estimated number of sessions and users based on server type, speech-recognition package version, and the size of your corporate directory. Personal Assistant determines the best speech-recognition package to use during installation based on the server. Although not recommended, you can change this setting by modifying the \program files\cisco systems\personal assistant\etc\PABootstrap.properties file. The file includes instructions for updating the SPEECH_PACKAGE property.
The default speech packages are:
•English.America.1—For MCS-7825 servers. This package works well for phones on wires, but not for wireless phones or speaker phones. It also supports smaller corporate directories (up to 20,000 names). It requires significantly less processing power than English.America.3. You can also use this package on MCS-7835 servers. See Table 1.
•English.America.3—For MCS-7835 servers. This package offers the best speech recognition, and it supports large corporate directories (up to 45,000 names). However, it requires significant processing power. You cannot use this package on MCS-7825 servers. See Table 2.
For acoustic models other than American English, expect a performance capacity range of the following:
•Approximately the same performance capacity for other locales with a similar acoustic model (plus or minus 5%).
•Approximately 5-10% reduced performance capacity for each additional locale running on the same Personal Assistant speech server.
1 Divide the busy hour call attempts (BHCA) by the expected number of calls per person per hour to arrive at the number of users a Personal Assistant server will support for call interception. Cisco suggests that you estimate 6 calls per person per hour.
2 Cisco suggests that you estimate approximately 50 users per media port.
1 Divide the busy hour call attempts (BHCA) by the expected number of calls per person per hour to arrive at the number of users a Personal Assistant server will support will support for call interception. Cisco suggests that you estimate 6 calls per person per hour.
2 Cisco suggests that you estimate approximately 50 users per media port.
•When you install Personal Assistant, you must select the languages you want to support.
•Personal Assistant and Cisco IP Phone Productivity Services should not be installed on the same system.
•Personal Assistant cannot be installed on a system that is a domain controller. A domain controller system will not let you log on as a local administrator.
•If the Personal Assistant server belongs to a domain that has no administrator password, the Personal Assistant administration interface allows the administrator to log on by using any password.
Configuring Personal Assistant with Multiple Cisco CallManager Clusters
When you install a Personal Assistant server or a Personal Assistant speech-recognition server, you associate that server with a specified Cisco CallManager server database. The Cisco CallManager server that you specify must be a publisher. There is only one Cisco CallManager publisher for each Cisco CallManager cluster. The other Cisco CallManager servers in the cluster are subscribers.
Note The Cisco Personal Assistant Administration Guide uses the term "primary CallManager" instead of "publisher" in the section about how to install Personal Assistant.
If you did not associate each Personal Assistant server and speech-recognition server in the Personal Assistant cluster with the same Cisco CallManager publisher database, your Personal Assistant servers in that cluster do not point to the same Cisco CallManager cluster. We refer to this setup as "multiple Cisco CallManager clusters."
To install Personal Assistant 1.3(1) with multiple Cisco CallManager clusters, you must do some additional configuration steps for speech recognition to work correctly. These steps ensure that the ODBC data sources on all server systems in a Personal Assistant cluster point to the same publisher database.
Do the following procedure on each Personal Assistant server and each speech-recognition server in a Personal Assistant cluster.
To configure Personal Assistant with multiple Cisco CallManager clusters
Step 1 On the Windows Start menu, click Settings > Control Panel > Administrative Tools > Data Sources (ODBC).
Step 2 Click the System DSN tab.
Step 3 Double-click PACCMDB.
Step 4 In the Which SQL Server Do You Want to Connect To field, enter the IP address or hostname of the Cisco CallManager publisher database to which you want all of your Personal Assistant servers in the cluster to point. Personal Assistant will store all dynamic grammars (such as rule-set names) there.
Note The ODBC sources on all systems in the Personal Assistant cluster must use the same publisher database hostname.
Step 5 Click Next.
Step 6 Click Client Configuration, and in the Network Libraries section, select TCP/IP.
Step 7 Click Next until you get to the last page, then Click Finish. In the dialog box that appears, click Test Data Source. Confirm that you see "TESTS COMPLETED SUCCESSFULLY!" on the results page.
Step 8 Click OK to complete the configuration.
Configuring Personal Assistant Interceptor Route Points
When you configure the Personal Assistant interceptor route point, set the line Calling Search Space to the device Calling Search Space. Do not leave the line Calling Search Space as <None>.
Upgrading to Cisco CallManager 3.2 After You Have Installed Personal Assistant 1.3(1)
If you upgrade to Cisco CallManager version 3.2 after you have installed Personal Assistant version 1.3(1), you must update the JTAPI files on each Personal Assistant server for that Cisco CallManager.
To update the JTAPI files, run the pa-ccm32.bat script from the \program files\cisco systems\personal assistant\lib folder.
Note Running pa-ccm32.bat stops and restarts the Personal Assistant services, so you should plan to run it when the suspension of these services will have the least impact.
Alternatively, you can reinstall Personal Assistant 1.3(1) on each server. The installation process checks your Cisco CallManager version and installs the appropriate JTAPI files.
Netscape Directory Issues
To use the Netscape Directory for your corporate directory, you must have the directory plug-in that ships with Cisco CallManager 3.1(2c).
If you use the Netscape Directory for your corporate directory, on the Corporate Directory Settings page of the Personal Assistant administration interface, change the entry in the Directory Search Filter field from "(objectclass=person)" to "(objectclass=inetorgperson)".
To allow users to log on to Personal Assistant by using their uid rather than their full name, change the Unique User Attribute Name from "cn" to "uid" on the Corporate Directory Settings page.
Whenever you change the corporate directory information on the Corporate Directory Settings page, go to the Speech Services page and click Refresh.
Active Directory Issues
To use Active Directory for your corporate directory, you must have the directory plug-in that ships with Cisco CallManager 3.1(2c).
If you use Active Directory for your corporate directory, manually change the Full Name field to user ID when you create users. Or you can select a different unique field for Personal Assistant. When you create new users with Active Directory, the Full Name field is auto-generated when you fill the user Firstname and Lastname fields. If you do not change the Full Name field to user ID, Personal Assistant uses the auto-generated Firstname-Lastname pair as the unique ID. This requires the user to use his first and last name to log on to the Personal Assistant user web interface rather than using a shorter user ID.
Whenever you change the corporate directory information on the Corporate Directory Settings page, go to the Speech Services page and click Refresh.
Personal Assistant and Cisco Unity
Before you use Cisco Unity for voice-message browsing with Personal Assistant, make sure that the Personal Assistant server has been added to the Cisco Unity server's domain.
When you configure Cisco Unity on the Messaging Configuration page of the Personal Assistant administration interface, the Name field in the Voicemail Server Attributes section says "Unity Messaging" by default. The online documentation incorrectly says "Unity Messaging System." If you have only one Cisco Unity server, use the default mailbox name, "Unity Messaging."
If you have multiple Cisco Unity servers with Exchange, there will be multiple accounts called "Unity Messaging" with the server name as the suffix. In this case, Personal Assistant is not able to disambiguate the mailbox name, and logon to Cisco Unity fails.
To work around the problem, use one of the following solutions to fill in the Cisco Unity mailbox name field:
•"Unity Messaging System - unity_server1" where unity_server1 is the Cisco Unity server's host name (for example, your server's host name is E2KUTY1 so your Cisco Unity mailbox name is Unity Messaging System - E2KUTY1).
•Specify the e-mail address of the Cisco Unity mailbox with the prefix SMTP (for example, SMTP:firstname.lastname@example.org).
•Specify the alias name of the Unity Messaging account (for example, email@example.com).
For browsing voice messages by using Personal Assistant, a user's corporate directory e-mail address should be the same as the user's Exchange alias in Cisco Unity.
To use Personal Assistant with Cisco Unity and Exchange 2000, you must configure Exchange so that the Exchange administrator can access all of the Exchange user mailboxes. Otherwise, Personal Assistant will not be able to access the Exchange user mailboxes.
To configure Exchange to allow the administrator access to all Exchange user mailboxes
Step 1 On the Windows Start menu, click Programs > Microsoft Exchange > System Manager to bring up the Exchange System Manager window.
Step 2 On the Exchange System Manager form, under <Your organization>, select Servers. <Your Exchange Server> displays.
Step 3 Right-click <Your Exchange Server>.
Step 4 On the Properties form, click the Security tab. The Form displays Name and Permissions boxes.
Step 5 In the Name box, select the Administrator user (domain-name\Administrator).
Step 6 In the Permissions box, enable the Allow field for Receive As and Send As fields.
Step 7 Click OK.
Rule-Based Routing to Voice Mail
When you use rule-based routing to voice mail, the messages you receive from callers in your corporate directory may be marked from an "outside caller." To ensure that they are marked with the sender's name, use the Cisco CallManager Administration interface to set the Voice Message box to blank for all Personal Assistant media ports and route points. To blank the media ports, go to Media Port > Phone Configuration > Line 1 > Voice Message box. To blank the route points, go to Route Point > CTI Route Point Configuration > Line 1> Voice Message box.
If you have multiple Cisco Unity servers, your users should set their voice-mail destination to the pilot number of the Cisco Unity server to which they are homed.
Note Make sure that you do not have any special handlers for the mailboxes on your voice messaging system. If you have set up special handlers, a caller may not be able to leave you a message after Personal Assistant has redirected the call to your voice-mail box.
When you use Personal Assistant with Cisco CallManager 3.2, set the Voice Mail Profile to NoVoiceMail on Line 1 of the Interceptor Route Point and the media ports configured for Personal Assistant.
Canceling a Call When Dialing by Name
When a Personal Assistant user places a call using dial-by-name, Personal Assistant says the name of the called party just before placing the call, for example, "Calling John Doe." To stop the call to this party, the user can say, "Cancel" right after the party's name is said.
Increasing the Call Pickup Timeout for a Cell Phone
The call pickup timeout feature controls how many seconds Personal Assistant rings each destination in a destination group before moving on to the next destination.
The default setting for the timeout feature is 8 seconds. Because each ring takes about 3 seconds, the 8-second default setting means that Personal Assistant allows approximately two to three rings at each destination before trying the next destination in the group.
A cell phone company's call setup time may take longer than Personal Assistant's default timeout of 8 seconds. If you have a call-forwarding rule with a destination group that includes a cell phone, you may want to increase your call pickup timeout value.
Adding and Removing Supported Locales
When you install Personal Assistant, you select the locales you want to load onto your system. When you configure Personal Assistant, you select the locales you want to enable for users.
Later, you can change the locales that are available to users by adding or removing installed locales from the Speech Service page in the Personal Assistant administration interface. Newly added locales are available to users after the next system refresh.
Users whose preferred locale has been removed by the Personal Assistant system administrator must reset their preferred locale to another supported locale from their Settings page.
Preventing Toll Fraud
To prevent or limit name-dialing transfers from Personal Assistant to external numbers, use one of the following solutions:
•Configure your Cisco CallManager route plans, partitions, and calling search spaces to disable Personal Assistant from making long-distance calls.
•Configure Personal Assistant to operate in speech-enabled Auto Attendant mode so that callers and employees can access names in the corporate directory only from an external or internal route point.
•Configure an internal (non-DID) route point for Personal Assistant so that employees can access all Personal Assistant functionality only from the office.
In addition, administrators can customize Personal Assistant to use the restriction settings described in the "What's New—Version 1.3(2)" section.
Installing Personal Assistant 1.3(1)
This section includes the most current procedures for installing and upgrading to Personal Assistant version 1.3(1). Use the following procedures instead of the procedures in the Cisco Personal Assistant Administration Guide:
•Installing—See the "Installing Personal Assistant 1.3(1) On a New System" section.
•Upgrading—See the "Upgrading from Personal Assistant 1.2 to Personal Assistant 1.3(1)" section.
For information about supported hardware and software for Personal Assistant 1.3(1), see the "Supported Hardware and Software" section.
Installing Personal Assistant 1.3(1) On a New System
This procedure describes how to install Personal Assistant on a system that is not running a previous version of Personal Assistant.
Before You Begin
You cannot install Personal Assistant on the same system as any other Cisco IP Telephony application, such as Cisco CallManager, Cisco Interactive Voice Response (IVR), or Cisco Auto Attendant. The installation program will terminate if it detects any of these applications on the system.
You cannot install Personal Assistant on a Windows domain controller.
You must log on to the system from which you are running the Personal Assistant Installation program as the local administrator.
If you are integrating Personal Assistant with Cisco Unity or Exchange in a Windows 2000 domain, you cannot use the same product code to install both Windows 2000 and Personal Assistant. You must first install Windows 2000, restart the system, and join the domain before proceeding with the Personal Assistant installation.
To install Personal Assistant 1.3(1) on a new system
Step 1 Log on to the computer from which you are running the Personal Assistant Installation program as a local administrator.
Step 2 Insert the Personal Assistant Installation compact disc in the CD-ROM drive. The Personal Assistant installation program automatically launches.
Step 3 If prompted, enter the product key.
Step 4 Click OK. The welcome window appears.
Step 5 Click Next. The End-User License Agreement window appears.
Step 6 Read the agreement, and click I Agree to accept the terms and continue. Or click Exit to cancel the installation.
Step 7 In the Cisco Personal Assistant Components window, choose the Personal Assistant components to install:
During installation, the selected components install on the same system. If you want to install components on different systems, choose only those components you want installed together at this time. You must do subsequent installations to install the remaining components on different systems.
Step 8 If you are installing Personal Assistant in a Windows 2000 domain, click Use a Domain Account and enter values for the following fields:
The domain administrator account.
The password for the domain administrator account.
The domain in which you are installing Personal Assistant.
If you are installing multiple Personal Assistant servers, you must install them in the same Windows 2000 domain.
Step 9 Click Next.
Step 10 In the Cisco Personal Assistant Locales window, choose the locales to install.
The locales you choose during installation are the ones from which you choose to enable for users when you configure Personal Assistant.
If you chose to install only the Cisco Personal Assistant Speech-Recognition Server, skip to Step 14. Otherwise, continue with the next step.
Step 11 Click Next.
Step 12 In the Cisco CallManager Database Location window, enter values from the Cisco CallManager publisher database in the following fields:
The DNS name or IP address of the server running Cisco CallManager.
The settings on the server running Cisco CallManager.
SQL Server username
The SQL server used by Cisco CallManager.
The settings must match those on the server running Cisco CallManager. For example, if on that server you do not have passwords set for Windows2000 and SQL Server, do not enter them here. User names, however, are required.
Note You must be able to access the Cisco CallManager server from the computer on which you are installing Personal Assistant. When you click Next, the installer verifies connectivity to the Cisco CallManager server. If it cannot reach Cisco CallManager, it generates an error and installation cannot continue.
Step 13 Click Next. The Ready to Install Cisco Personal Assistant window appears.
Step 14 Click Next. The Personal Assistant components you selected are installed. Installation takes 10 to 15 minutes to complete. Once complete, the Cisco Product Activation window appears.
Step 15 Click Yes to restart the computer. Click No to continue installing other applications.
You must restart the computer before using Personal Assistant.
Step 16 Configure Cisco CallManager. Refer to the "Configuring Cisco CallManager for Personal Assistant" chapter of the Cisco Personal Assistant Administration Guide, available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/assist/assist3/index.htm.
Step 17 Configure Personal Assistant. Refer to the "Configuring Personal Assistant" chapter of the Cisco Personal Assistant Administration Guide, available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/assist/assist3/index.htm.
Upgrading from Personal Assistant 1.2 to Personal Assistant 1.3(1)
This section describes how to upgrade to Personal Assistant version 1.3(1) on a system that is currently running any version of Personal Assistant 1.2. The procedure assumes that the currently installed Personal Assistant component was installed correctly and is functioning.
Upgrading from Personal Assistant 1.1 to Personal Assistant 1.3(1) is not supported.
Before You Begin
To upgrade Personal Assistant cleanly, you must disable the product on your telephony network. Plan to upgrade the product on a day and time when the elimination of the Personal Assistant service will have the least impact.
When you install Personal Assistant 1.3(1), the installation process checks your Cisco CallManager version and installs the appropriate JTAPI files. If you install Personal Assistant 1.3(1) before upgrading to Cisco CallManager 3.2, see the "Upgrading to Cisco CallManager 3.2 After You Have Installed Personal Assistant 1.3(1)" section.
Caution It is better to upgrade existing servers than to install a new server cluster. During upgrade, Personal Assistant preserves user and system settings, such as dialing rules, call routing rules, personal address books, and destinations. If you install a new server cluster to replace an existing cluster, these settings are not preserved, and users will have to recreate their configurations.
You cannot mix different versions of Personal Assistant components in the same cluster.
To upgrade from Personal Assistant 1.2 to Personal Assistant 1.3(1)
Step 1 To stop the Personal Assistant components and remove Personal Assistant services from the telephony network, in the Personal Assistant administration interface, click System > Control Center.
Step 2 On the Control Center page, click Stop All in each of the three sections of the page to stop all Personal Assistant servers, license managers, and speech-recognition servers.
Step 3 Upgrade the Personal Assistant components by doing Steps 1 through 15 of the "To install Personal Assistant 1.3(1) on a new system" section.
Step 4 Click System > Speech Services, and click Refresh on the Speech Services Configuration page.
Personal Assistant refreshes the server configuration and reloads directory and speech-recognition grammars. After the refresh is finished, Personal Assistant should be running correctly and available for use.
Caveats are both expected behaviors and defects in software releases for a product.
If you have an account with Cisco.com, you can use Bug Toolkit to find more information on the caveats in this section, in addition to caveats of any severity for any release. Bug Toolkit is available at the website http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl.
Open Caveats—Release 1.3(2)
Resolved Caveats—Release 1.3(2)
This section lists errors in the current Personal Assistant documentation. The correct information will be incorporated in a future documentation release, or as otherwise noted.
Adding Media Ports: Cisco Personal Assistant Administration Guide
In Chapter 3, "Configuring Cisco CallManager for Personal Assistant," in the procedure for adding media ports for Personal Assistant, Step 7 should read, "Enter the extension, such as 5001, assigned to this port in the Directory Number field."
Troubleshooting Personal Assistant: Cisco Personal Assistant Administration Guide
•In Chapter 6, "Troubleshooting Personal Assistant," in the problems to check for when callers hear "We are experiencing technical difficulties, please call back later" under "Resolving Problems Using Personal Assistant," the path for speech packages should read, "\speech\grammar\static\pa\ <locale>\pa."
•In Chapter 6, "Troubleshooting Personal Assistant," in the "Users Cannot Log Into Voice Mail" section under "Resolving Problems Using Personal Assistant," the last paragraph should read, "If it is not there, and you are running the Personal Assistant server, create it by using PA/bin/PAUnity.prf."
Browsing Voice Mail: Cisco Personal Assistant User's Guide
In Appendix A, "Common Questions About Using Personal Assistant," the question "Why is Personal Assistant telling my callers that I am unavailable?" under "Browsing Voice Mail" should read:
Why do callers hear a fast-busy tone when they try to call me?
Q.) My callers hear a fast-busy tone when they try to call me, even though I am available. What's going on?
A.) Make sure your personal and corporate destinations are correct. If Personal Assistant tries to forward an incoming phone call to you at an invalid number, your caller hears a fast-busy tone. For help with destinations, see the "What Are Destinations" section on Page 3-1.
Synchronizing Your Personal Address Book: Cisco Personal Assistant User's Guide
In Chapter 4, "Setting Up Your Personal Address Book," in the "Synchronizing the Address Book with Your Exchange Contacts List" section, the tip for the procedure should read: "A conflict occurs when you have an entry with the same first and last names in both your personal address book and your Microsoft Exchange Contacts list. To resolve this, Personal Assistant then looks at the e-mail address and phone number to determine if they are really the same record."
Using the Touchtone Keys: Cisco Personal Assistant User's Guide
In Chapter 2, "Using Personal Assistant to Make Calls, Forward Calls, and Access Voicemail," in the "Using Personal Assistant Main Menu Options" section, the second paragraph should read: "Alternatively, you can use the touch-tone keys instead of the spoken commands."
This section lists new and additional information that is not included in the current Personal Assistant documentation. The new and additional information will be incorporated in a future documentation release, or as otherwise noted.
Troubleshooting Information: Cisco Personal Assistant Administration Guide
Table 5 lists some problems you might encounter, and provides ways to resolve them. For more troubleshooting information, refer to the Cisco Personal Assistant Administration Guide, available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/assist/assist3/index.htm.
These are the other documents available for Personal Assistant:
•Cisco Personal Assistant Administration Guide—Covers planning and administering Personal Assistant. Designed for system administrators. Available only in English:
–In the box—A copy of the manual ships with the product.
–In the software—The administration interface online Help is based on the manual.
•Cisco Personal Assistant User's Guide—Covers using the Personal Assistant user web interface, as well as how to talk to Personal Assistant over the phone to dial users by name, access voice mail, and accomplish other phone-enabled tasks. Designed for end users. Available in English, French, and German:
–In the software—The user web interface online Help is based on the manual.
You can also access documentation for Cisco IP Phone Productivity Services at http://www.cisco.com/univercd/cc/td/doc/product/voice/assist/assist3/index.htm. Available only in English.
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•Resolve technical issues with online support
•Download and test software packages
•Order Cisco learning materials and merchandise
•Register for online skill assessment, training, and certification programs
You can self-register on Cisco.com to obtain customized information and service. To access Cisco.com, go to the following URL:
Technical Assistance Center
The Cisco TAC is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two types of support are available through the Cisco TAC: the Cisco TAC Web Site and the Cisco TAC Escalation Center.
Inquiries to Cisco TAC are categorized according to the urgency of the issue:
•Priority level 4 (P4)—You need information or assistance concerning Cisco product capabilities, product installation, or basic product configuration.
•Priority level 3 (P3)—Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.
•Priority level 2 (P2)—Your production network is severely degraded, affecting significant aspects of business operations. No workaround is available.
•Priority level 1 (P1)—Your production network is down, and a critical impact to business operations will occur if service is not restored quickly. No workaround is available.
Which Cisco TAC resource you choose is based on the priority of the problem and the conditions of service contracts, when applicable.
Cisco TAC Web Site
The Cisco TAC Web Site allows you to resolve P3 and P4 issues yourself, saving both cost and time. The site provides around-the-clock access to online tools, knowledge bases, and software. To access the Cisco TAC Web Site, go to the following URL:
All customers, partners, and resellers who have a valid Cisco services contract have complete access to the technical support resources on the Cisco TAC Web Site. The Cisco TAC Web Site requires a Cisco.com login ID and password. If you have a valid service contract but do not have a login ID or password, go to the following URL to register:
If you cannot resolve your technical issues by using the Cisco TAC Web Site, and you are a Cisco.com registered user, you can open a case online by using the TAC Case Open tool at the following URL:
If you have Internet access, it is recommended that you open P3 and P4 cases through the Cisco TAC Web Site.
Cisco TAC Escalation Center
The Cisco TAC Escalation Center addresses issues that are classified as priority level 1 or priority level 2; these classifications are assigned when severe network degradation significantly impacts business operations. When you contact the TAC Escalation Center with a P1 or P2 problem, a Cisco TAC engineer will automatically open a case.
To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to the following URL:
Before calling, please check with your network operations center to determine the level of Cisco support services to which your company is entitled; for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). In addition, please have available your service agreement number and your product serial number.
Release Notes for Cisco Personal Assistant Release 1.3(2)
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