Troubleshooting Guide for Cisco Unity Release 5.x (With IBM Lotus Domino)
Voice Recognition
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Voice Recognition

Table Of Contents

Voice Recognition

Voice Commands Are Not Recognized

Using Trace Logs in the Cisco Unity Diagnostic Tool


Voice Recognition


This chapter contains the following sections:

Voice Commands Are Not Recognized

Using Trace Logs in the Cisco Unity Diagnostic Tool

Voice Commands Are Not Recognized

If the voice-recognition system does not recognize press-or-say commands and/or spoken subscriber names, consider the following tips:

Subscribers may find that voice recognition is less accurate when used in conditions where there is background noise — for example, if a subscriber is using a speaker phone or a mobile phone. In these situations, subscribers can either use key presses to enter commands or turn off the Press-or-Say feature for the duration of the call. For information on how to disable the Press-or-Say feature, see the "Managing Voice-Recognition Features" chapter in the System Administration Guide for Cisco Unity.

After subscribers say their entry, they must pause to allow Cisco Unity to detect that they are done with the entry. Because of the pause, the system may seem slower when saying options than when pressing keys for options.

When entering multi-digit numbers, it is important to say each digit individually. For example, to enter extension 3200, say "Three-two-zero-zero." Cisco Unity does not recognize "Thirty-two hundred" or "Three thousand, two hundred." For long extensions or phone numbers, you can say the entire number before pausing, but you must say each digit in the number.

It is not possible to say multi-digit shortcuts to jump ahead in the menus. For example, you cannot say "Four-one-two" to turn on the alternate greeting. Instead, you must say the single key number for the first menu option, then pause for the system to recognize your entry before you say the key number for the option in the next menu. (You can enter menu shortcuts by pressing keys.)

If subscriber names are not recognized, update the name grammar files. The names of new Cisco Unity subscribers and their alternate names are not immediately available to the voice-recognition system unless the grammar files are updated. These files should be updated immediately after Cisco Unity installation and configuration, and updated routinely anytime Cisco Unity subscribers are created, added or imported to the Cisco Unity directory.

If a subscriber's voice name is frequently not recognized, consider using alternate names to add phonetic spellings of hard-to-pronounce names. For example, you could add "Goolay" as an alternate name for the last name "Goulet." For information on managing alternate names, see the "Managing Voice-Recognition Features" chapter in the System Administration Guide for Cisco Unity.

Performance issues may be indicated by frequent time-outs, if the voice recognition system is slow to respond, or if there are consistent problems in understanding how a name is pronounced. Depending on the size of your global directory, you may want to limit searches to reduce the number of names processed by the voice-recognition server. For more information, see the "Managing Voice-Recognition Features" chapter in the System Administration Guide for Cisco Unity.

The System Administration Guide for Cisco Unity is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_maintenance_guides_list.html.

Using Trace Logs in the Cisco Unity Diagnostic Tool

The Cisco Unity Diagnostic Tool (UDT), located in the Cisco Unity Tools Depot, offers diagnostic micro traces for help in troubleshooting voice-recognition issues. Enable all of the following micro traces to see the voice-recognition and Press-or-Say responses within the context of the Cisco Unity conversation and menus:

PhraseServer

00 High level, method entry/exit & parameter values

01 Low level, method entry/exit & parameter values

02 New, alloc, delete, free, sysallocstring, etc

10 Phrase IDs

11 Phrase IDs, prompt file names, and audio stream info

12 DTMF input

13 General

14 Language Map


Note See the Cisco Unity Diagnostic Tool Help for more information about using micro traces.