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Cisco Personal Assistant Installation and Administration Guide, Release 1.4
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Index
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Preface
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Planning for Personal Assistant
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Installing and Upgrading Personal Assistant
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Configuring Cisco CallManager for Personal Assistant
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Configuring Personal Assistant
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Preparing Users for Personal Assistant
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Troubleshooting Personal Assistant
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Appendix A: Personal Assistant Administration Page Reference
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Table Of Contents
Personal Assistant Administration Page Reference
Cisco CallManager Internal Directory Configuration
Directory Hierarchy Configuration
Enhanced Text to Speech Configuration
Personal Assistant Administration Page Reference
The following sections describe the fields on the pages of the Personal Assistant Administration interface.
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Cisco CallManager Internal Directory Configuration
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AA Prompt Configuration
The AA Prompt Configuration page opens when you select System > AA Prompt.
Table A-1 describes the fields on the AA Prompt Configuration page. Use the AA Prompt Configuration page to load the prompt for a simple automated attendant (AA), if you create one. An automated attendant allows callers who are not Personal Assistant users to contact users by using the dial-by-name feature. The automated attendant does not provide access to conferencing, voice mail, or other Personal Assistant features.
If you support multiple locales, you can install a different prompt for each locale, spoken in the applicable language. When someone calls the automated attendant, Personal Assistant initially plays the prompt for your default locale. Callers can switch locales by pressing 8, and then choosing from a list of supported locales. If a caller changes locales, Personal Assistant plays the prompt recorded for the selected locale.
If you support multiple locales, your prompt should tell callers they can change locales by pressing 8.
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Control Center
The Control Center page opens when you select System > Control Center.
Table A-2 describes the fields on the Control Center page. Use the Control Center page to start and stop the major services on the servers within the Personal Assistant and speech-recognition server clusters.
Corporate Directory Settings
The Corporate Directory Settings page opens when you select System > Corporate Directory Settings.
Table A-3 describes the fields on the Corporate Directory Settings page. Use the Corporate Directory Settings page to identify the corporate directory server. This is the directory that contains information, such as phone numbers and locations, on all of the employees in the corporation. Personal Assistant uses this information to find the phone number for an employee when someone tries to phone the employee by using the employee name. When you have modified data in the fields on the page, click Save to save your changes.
Note that changes to corporate directory settings take effect on the next scheduled refresh. If you need the changes to take effect immediately, go to the Speech Services Configuration page, and click Refresh Now.
Table A-3 System > Corporate Directory Settings Page
Unique User Attribute Name
Enter the field within the directory that is unique for each record. This helps Personal Assistant correctly locate numbers when users attempt to dial a person by name.
The field that you use will depend on your corporate directory. Use one of the following fields:
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For any other directory, ask the directory administrator for the name of the unique field.
Note that the name is case-sensitive.
See the "How Personal Assistant Uses Directories" section for an explanation of how Personal Assistant uses directories.
Directory Server URL
Enter the URL for the corporate directory, including the port number, as follows. (Note that the options below use the default port numbers for each type of directory.)
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Directory Admin DN
Enter the administrator name for the directory, if authentication is required for accessing the directory.
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Note that Directory Manager is the default administrator user ID for Cisco CallManager DC Directory and for Netscape Directory. If your system uses a different administrator user ID, use the applicable value.
Directory Admin Password
Enter the administrative password for the directory, if authentication is required for accessing the directory.
Directory Search Base DN for Users
Enter the Distinguished Name (DN) for the user node of your corporate directory.
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Directory Search Filter
Enter an LDAP expression for restricting the entries retrieved. For example, you can limit the Personal Assistant directory lookups to a specific location, thus allowing users to use name dialing for employees only in the selected area. If your directory includes a "location" field, and "newyork" is a valid location in your directory, a directory search filter for limiting searches to New York would be "(location=newyork)."
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Note that the instructions above are valid for the typical configuration. The expression you enter might need additional search-filter parameters, depending on how your directory is structured. The expression must be valid for the directory you are using. If you do not know what to enter, refer to the documentation supplied with the directory, or ask your directory administrator for information on valid LDAP expressions for your corporate directory.
Click Test for Personal Assistant to validate the search filter.
Use LDIF File
Check this check box for Personal Assistant to read corporate directory information from an LDIF file that you specify, both when the system refreshes and when it restarts.
By default, Personal Assistant uses an LDAP query.
Uncheck this check box if you are not using an LDIF file.
LDIF File Location
Enter the UNC path for the file that you created in the "Using an LDIF File" section.
For example, enter \\Paserver\ldif\paldifdata.ldif.
Click Test for Personal Assistant to validate the file.
Limit Page Size
(for systems querying Active Directory only)
If the LDAP directory has a restriction on the number of results returned per query, check this check box for Personal Assistant to use the number of results per page that you specify.
Otherwise, uncheck this check box.
Number of Results per Page
(for systems querying Active Directory only)
Enter the number of results per page that Personal Assistant will use for LDAP queries.
Consult your LDAP administrator to determine the page size to use.
Cisco CallManager Internal Directory Configuration
The Cisco CallManager Internal Directory Configuration page opens when you select System > Cisco CallManager Directory.
Table A-4 describes the fields on the Cisco CallManager Internal Directory Configuration page. Use the Cisco CallManager Internal Directory Configuration page to specify the backup directory servers if you are using Personal Assistant version 1.4(3) or later and if Cisco CallManager is using its internal directory. When you have modified data in the fields on the page, click Save to save your changes.
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Dial Rules Configuration
The Dial Rules Configuration page opens when you select System > Dial Rules.
Table A-5 describes the fields on the Dial Rules Configuration page. Use the Dial Rules Configuration page to create global dialing rules. These rules can help you automatically remove digits from or add digits to the phone numbers that your users dial. For example, you can automatically add 9 in front of seven-digit numbers to permit users to access an outside line. Dial rules are applied when a user dials a number through Personal Assistant. A rule is applied to a dialed number only if all the conditions are met.
You configure dial rules by filling in the applicable fields, and clicking Add Rule.
You can create a rule that distinguishes between phone numbers based on the initial string of digits, on the length of the number, or both. You can remove numbers from the front of the dialed number, add numbers to the front, or both.
Each field is optional, but you must at least fill in either the Number of Prefix Digits to Remove field or the New Prefix field in order for the rule to be applied.
The list of dial rules is an ordered list of the rules you have created. Personal Assistant evaluates the rules from top to bottom, processing only the first rule that applies to the dialed number.
You can also modify, rearrange, or delete rules, as follows:
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Directory Hierarchy Configuration
The Directory Hierarchy Configuration page opens when you select System > Directory Hierarchy.
Table A-6 describes the fields on the Directory Hierarchy Configuration page. Use the Directory Hierarchy Configuration page to create locations and departments that a user can use to narrow a dial-by-name directory search. For example, if you create a location called NewYork, users can tell Personal Assistant to search the NewYork location for Roger Smith. This can help callers reach the correct party when dialing a person who has a common name.
You add a node by entering the information for a node and clicking Save. The new node is added to the list of nodes in the hierarchy. The list includes the number of matches for the node in the corporate directory.
You can also view or change a node by clicking on the node in the list. Personal Assistant opens the Update Hierarchy Node page, which shows the attributes of the node (as defined in this table). To change a node, change the applicable settings, and click Update. Note that you cannot change the name or type of the node.
To delete a node, click the Delete icon on the same line as the node.
If the changes to the directory hierarchy configuration need to take effect immediately, go to the System > Speech Services Configuration page, and click Refresh Now. Otherwise, configuration changes take effect on the next system refresh.
Directory Lookup Rules
The Directory Lookup Rules page opens when you select System > Directory Lookup Rules.
Table A-7 describes the fields on the Directory Lookup Rules page. Use the Directory Lookup Rules page to create rules for converting dialed numbers to numbers that exist in the corporate directory. This makes it possible for Personal Assistant to match the dialed number with the directory entry for the calling party. For example, if the incoming call is from 51234, but the corporate directory uses 10-digit numbers, you can create a rule to convert 51234 to 5555551234. This does not affect the number dialed; it only provides Personal Assistant with a valid number for looking up the user in the corporate directory.
Personal Assistant applies the directory lookup rules only to incoming calls that are internal to the corporate phone network. A rule is applied to an incoming call only if all conditions are met.
You configure directory lookup rules by filling in the applicable fields, and clicking Add Rule.
You can create a rule that distinguishes between phone numbers based on the initial string of digits, on the length of the number, or both. You can remove numbers from the front of the dialed number, add numbers to the front, or both.
Each field is optional, but you must at least fill in either the Number of Prefix Digits to Remove field or the New Prefix field in order for the rule to be applied.
The list of directory lookup rules is an ordered list of the rules you have created. Personal Assistant evaluates the rules from top to bottom, processing only the first rule that applies to the incoming call.
You can also modify, rearrange, or delete rules, as follows:
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Enhanced Text to Speech Configuration
The Enhanced TTS Configuration page opens when you select System > Enhanced TTS.
Table A-8 describes the fields on the Enhanced TTS Configuration page. Use the Enhanced TTS Configuration page to configure the settings for the enhanced Text to Speech server. When you have modified data in the fields on the page, click Save to save your changes. You can click Test to validate the new configuration. (Note that while the Personal Assistant server and the TTS server are not required to be in the same domain, the test cannot display configuration information if they are in different domains.)
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Messaging Configuration
The Messaging Configuration page opens when you select System > Messaging.
Table A-9 describes the fields on the Messaging Configuration page. Use the Messaging Configuration page to enable paging and calendar-based dial rule processing, and to configure the connection with the voice mail system. When you have modified data in the fields on the page, click Save to save your changes.
Miscellaneous Settings
The Miscellaneous Settings page displays when you select System > Miscellaneous Settings.
Table A-10 describes the fields on the Miscellaneous Settings page. Use the Miscellaneous Settings page to configure some settings that are applicable to all Personal Assistant users. When you have modified data in the fields on the page, click Save to save your changes.
Table A-10 System > Miscellaneous Settings Page
Allow Only Cisco CallManager Users
Check this check box for Personal Assistant to restrict access to users who are registered in the Cisco CallManager directory.
Uncheck this check box for Personal Assistant to allow access to users who are registered in the corporate directory (which includes users in the Cisco CallManager directory).
Disallow Calls from Unknown Phones
Check this check box for Personal Assistant to accept calls only from known phones. When this check box is checked, Personal Assistant transfers calls from unknown phones to the operator.
Known phones are user work, home, mobile, and personal destination numbers that are listed in the corporate directory.
Uncheck this check box for Personal Assistant to accept calls from any phone.
Enforce Authentication by PIN from Personal Destinations
Check this check box for Personal Assistant to enforce PIN authentication when users call from any phone except their work phone as listed in the corporate directory.
Note that if you set this feature, and if a user configures the setting to bypass PIN authentication from personal destinations, Personal Assistant ignores the user setting.
Uncheck this check box for Personal Assistant to use the setting the user configured.
Use Cisco Unity Phone Password for the Personal Assistant PIN
(for systems with Cisco Unity only)
Check this check box for Personal Assistant to use the Cisco Unity subscriber phone password as the Personal Assistant PIN.
Uncheck this check box for Personal Assistant to use the Cisco CallManager PIN instead.
Apply Rules Only to Calls to Corporate Destinations
Check this check box for Personal Assistant to apply active call-forwarding rules only to calls to destinations listed in the corporate directory.
Uncheck this check box for Personal Assistant to apply active call-forwarding rules to calls to destinations listed in the corporate directory and to calls to user-defined personal destinations.
Record and Play Name of Unknown Caller
Specify when Personal Assistant should prompt an unknown caller to record a name and then play it for a user whose active rule includes call screening. (A caller is considered unknown when caller ID is unavailable.)
Select from the following options:
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Allow Direct Transfer to Voice Mail
Check this check box for Personal Assistant to allow a caller to transfer to voice mail after the call is not picked up at the first user destination.
Caller Input Timeout
Enter the time (in seconds) Personal Assistant will wait for a caller to press the applicable key to continue to locate a user or to transfer to voice mail.
We recommend that you enter the following values, depending on your version of Personal Assistant:
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If the caller does not press the applicable key within the time interval, Personal Assistant rings the next destination in the rule.
You may need to adjust the time interval, depending on the locale.
Apply Rules for Calls through Personal Assistant Route Point
Configure this setting, according to the following guidelines:
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It is important to note that setting this option disables rule processing for calls made through a Personal Assistant route point. Rules are still applied when callers dial the user extension directly.
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Operator Extension
Enter the phone extension of the operator for your organization. Use a valid extension for a number dialed within your phone network.
For example, if you can reach the operator within your phone network by dialing 5 digits, enter the 5-digit number.
Personal Assistant might transfer a call to the operator for a variety of reasons, including when a call to Personal Assistant contains more speech-recognition errors than you allow for. You can configure settings that control when a call is transferred to the operator. See the "Speech Services Configuration" section.
Call Pickup Timeout
Enter the time (in seconds) that a user is allotted to answer a call when Personal Assistant is processing a rule that requires it to ring a series of phone numbers.
If the call is not answered within the timeout window, Personal Assistant rings the next phone number as defined in the rule.
Personal Assistant uses this value when a user does not have a value set for a destination in a destination group and does not have a default call pickup timeout value set on their Settings page.
Note that the value you set must be less than the Call Forward No Answer (CFNA) value set in Cisco CallManager. Otherwise, callers may be inadvertently transferred to voice mail. Because users are given fine control over their timeout values, we highly recommend that you notify them of the maximum timeout value to set.
Peer Keep-Alive Interval
Enter the interval (in seconds) for which each Personal Assistant server sends keep-alive messages to the other Personal Assistant servers within the cluster. If the other servers in the cluster do not receive a keep-alive message from a server within the expected interval, they assume the server is disabled and take over its calls.
The default is 20 seconds. Change this setting only if you find it does not suit your network (for example, disabled servers are not being identified quickly enough, or the cluster is creating too much keep-alive traffic).
Peer TCP Port
Enter the TCP port on which Personal Assistant servers listen for Personal Assistant inter-server communication.
The default is 16001. Change this only if another application on the server is already using this TCP port.
CiscoWorks2000 Host Name
(for systems writing to Syslog only)
Enter the fully-qualified DNS name of the CiscoWorks2000 server, for example server.domain.com.
Do not use an IP address.
Write to Syslog
(for systems writing to Syslog only)
Check this check box for Personal Assistant to write log messages to the CiscoWorks2000 Syslog facility.
Uncheck this check box for Personal Assistant to write messages only to a local log on the Personal Assistant server.
Before you enable this feature, ensure that Personal Assistant can connect to the CiscoWorks2000 server. Otherwise, Personal Assistant does not write to Syslog.
Number of Buffered Trace Lines
(for systems writing to Syslog only)
Enter the number of messages for Personal Assistant to collect before writing them to syslog. The larger the number, the less frequently data is written to syslog (improving system performance). However, if you buffer too many messages, syslog information might not be sufficiently up-to-date to be useful to you.
The default is 4 messages.
Reset User Information
The Reset User Information page opens when you select System > Reset User Information.
Table A-11 describes the fields on the Reset User Information page. Use the Reset User Information page to manage user accounts.
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Table A-11 System > Reset User Information Page
Select Users
Create the list of accounts to modify by doing the following:
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When you have created the list, make the applicable modifications to the account(s), as follows:
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Note that this field appears only when the system is configured to use the Cisco CallManager PIN (which is the default). When the system is configured to use the Cisco Unity phone password, the Personal Assistant PIN can only be reset by changing the phone password in Cisco Unity.
When the system is configured to use the Cisco CallManager PIN, you can have Personal Assistant automatically notify users of PIN changes by e-mail. For more information about automatic PIN change notification, see the "Messaging Configuration" section.
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Deleting an employee record from the corporate directory does not remove the user account data from the Personal Assistant directory. We highly recommend that when a user is deleted from the network, you also delete the Personal Assistant account information.
You might also delete a user account when information has become associated with a user incorrectly. For example, if a device (such as a cell phone) is transferred from one user to another, and the old user has rules that include the device, the new user might receive unexpected and undesired calls. Deleting the old user account ensures that the new user will not receive calls inadvertently transferred to the device.
Server Configuration
The Server Configuration page opens when you select Servers > Server Configuration.
Table A-12 describes the fields on the Server Configuration page. Use the Server Configuration page to add Personal Assistant servers to the Personal Assistant server cluster and to configure them. These settings determine which user phone extensions are assigned to each server, as well as how the server manages its resources.
Table A-12 Servers > Server Configuration Page
Server List
A list of the Personal Assistant servers that you have inserted into the Personal Assistant server cluster (shown in the left column).
Click a server to view or change its configuration.
Server Name
A unique name for the Personal Assistant server. This is not the same as the server DNS name or IP address. It is a name that Personal Assistant uses internally for identifying the server.
The name must be unique within the Personal Assistant cluster. Choose a naming convention that is meaningful to you.
Hostname or IP Address
The DNS name or IP address of the Personal Assistant server.
Media Termination UDP Port Begin
The start of the range of UDP ports that the Personal Assistant server will use for phone calls. The number should be even: Personal Assistant will only use even port numbers. For example, if you use 32000 as the starting port, Personal Assistant will use ports 32000, 32002, 32004, and so forth.
The number of UDP ports used is based on the Personal Assistant Number of Telephony Ports setting.
Route Address Provider
The CTI Manager that will provide the JTAPI service required for the Personal Assistant and automated attendant CTI route points (phone number).
You must select a provider that resides in the same Cisco CallManager cluster in which the CTI route points are configured.
You must first configure a JTAPI provider. See the "Telephony Configuration" section for more information.
Route Address
The phone extension for the Personal Assistant server, which you must define as a CTI route point in Cisco CallManager.
Users call this number to reach Personal Assistant.
If you are using more than one Personal Assistant server, you should consider configuring the "call forward busy" and "call forward no answer" extensions for the CTI route point to use the number of another Personal Assistant server. This ensures that a user can reach Personal Assistant even if the server the user calls is busy. See the "Setting Up Personal Assistant Server Load Balancing" section.
AA Route Address
The phone extension for a simple automated attendant that will use Personal Assistant to allow callers to reach a user by saying the user name. You must define this extension as a CTI route point in Cisco CallManager.
You must also record and configure a prompt for the automated attendant. See the "Creating a Simple Automated Attendant" section for more information.
Media Port Provider
The Cisco CallManager server that will provide the Skinny service required for the media ports.
You must select a provider that resides in the same Cisco CallManager cluster in which the Personal Assistant CTI route point is configured.
You must first configure a Skinny provider. See the "Telephony Configuration" section for more information.
Media Port Beginning Address
The start of the range of ports defined in Cisco CallManager that will be used to terminate calls to Personal Assistant. When Personal Assistant answers a call, it is assigned to an available port in this range.
The number of telephony ports used is based on the Personal Assistant Number of Telephony Ports setting.
Number of Media Ports
The number of ports available for user calls. The number you select must be based on how you have installed Personal Assistant, the hardware platform you are using, and whether you are configuring failover for the server.
For example, if you enter 12, Personal Assistant can handle 12 simultaneous calls with users. If the server fails, and you have configured a failover server, the failover server must be able to take on 12 additional ports.
See the "Creating Server Clusters" section for information about the maximum available ports for the various hardware platforms and installation configurations.
Interceptor Port Provider
The CTI Manager that will provide the JTAPI service required for the Personal Assistant interceptor ports.
You must select a provider that resides in the same Cisco CallManager cluster in which the Personal Assistant CTI route points are configured. The provider you select here can be a different CTI Manager than the one selected for Route Address Provider.
You must first configure a JTAPI provider. See the "Telephony Configuration" section for more information.
Interceptor Ports
The phone extensions of the users who are using Personal Assistant. The numbers you list here must be defined as CTI route points in Cisco CallManager. Any number you enter here must already be configured in the Cisco CallManager cluster controlled by the CTI Manager identified in the Interceptor Port Provider field.
You can specify:
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If you are using more than one Personal Assistant server, you should divide the supported extensions among the Personal Assistant servers.
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Calls are directed to Personal Assistant so that the user call-routing rules can be evaluated for incoming calls.
Configuring an extension for Personal Assistant Interceptor Ports is not sufficient to ensure that calls are transferred to Personal Assistant for a user. In Cisco CallManager, you must also update the partitions and calling search spaces. See the "Defining Partitions and Call Search Spaces for Personal Assistant" section and the "Setting Up Personal Assistant to Intercept Calls" section for more details.
Failover Server Names
A list of Personal Assistant servers that can take over for a server if it fails.
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Establishing failover servers requires careful planning. If you specify failover servers, your Personal Assistant servers must have enough available ports to take over for a failed server. See the "Creating Server Clusters" section.
Trace Package List
A selection of subsystems for which you need to collect brief trace information. Select subsystems only at the request of Cisco Technical Support; the trace information is for the use of Cisco in resolving problems that you cannot solve yourself.
If you select a subsystem for debug, you do not have to select it for trace.
See the "Collecting Trace and Debug Information" section on page 6-15 for an explanation of each field.
Debug Package List
A selection of subsystems for which you need to collect detailed debug information. Debug information includes trace messages as well as more detailed messages. Select subsystems only at the request of Cisco Technical Support; the debug information is for the use of Cisco in resolving problems that you cannot solve yourself.
See the "Collecting Trace and Debug Information" section on page 6-15 for an explanation of each field.
Server Status
The Server Status page opens when you select Servers > Server Status.
Table A-13 describes the fields on the Server Status page. All fields on the page are display only. Use the Server Status page to view the current status of the Personal Assistant servers and their subsystems. The status can help you identify problems that need to be addressed. An up arrow indicates that the server, port, or other item is running correctly; a down arrow indicates that it is not.
Personal Assistant refreshes the Server Status page every 60 seconds.
Table A-13 Servers > Server Status Page
Server List
Display only. A list of the Personal Assistant servers that you have inserted into the Personal Assistant server cluster (shown in the left column).
Click a server name to view its status.
Server
Display only. Indicates whether the Personal Assistant server is available (up) or unavailable (down).
If the server is unavailable, try restarting it by using the Control Center (see the "Control Center" section). If restarting the Control Center does not solve the problem, check the server itself to determine the problem. The problem might be related to the network connection to the server or the subnet where the server resides.
Failover Server
(only when failover is configured)
Display only. The name of the server that has taken over for this server if it is unavailable.
Route Point
Display only. The status of the Personal Assistant route point.
If the route point is unavailable, check it in Cisco CallManager to determine the problem.
AA Route Point
Display only. The status of the automated attendant route point.
If the route point is unavailable, check it in Cisco CallManager to determine the problem.
Media Ports
Display only. The status of each media port you defined.
Interceptor Ports
Display only. The status of each interceptor port you defined.
Media Ports in Use
Display only. The number of media ports currently being used.
Speech Services Configuration
The Speech Services Configuration page opens when you select System > Speech Services.
Table A-14 describes the fields on the Speech Services Configuration page. Use the Speech Services Configuration page to configure the speech servers and the speech-recognition characteristics used when a user dials a number by speaking the name of the party to be called or when accessing voice mail. When you have modified data in the fields on the page, click Save to save your changes.
If you have made changes on the Corporate Directory Settings page, and you need the changes to take effect immediately, use the Speech Services page to refresh the corporate directory information by clicking Refresh Now.
Personal Assistant comes preconfigured for dialing by name, so you only need to change the speech recognition settings if you find they do not work well for your organization. You might want to change these settings if there are a large number of similarly named people in your organization, or if speech patterns among your users prevent the speech-recognition software from confidently interpreting their requests. Trial and error is the only effective way to determine whether you need to make changes to these settings to best suit your needs.
If the speech-recognition software encounters too many problems in understanding a caller, the caller is sent to the operator. You enter the operator extension on the System > Miscellaneous Settings page.
Table A-14 System > Speech Services Configuration Page
Daily Automatic Refresh
Check this check box for Personal Assistant to automatically update user information from the corporate directory on a daily schedule.
Changes to the corporate directory require Personal Assistant to recompile its speech-recognition grammar and to update various information that is kept in cache, such as phone numbers for call routing. Because it can take Personal Assistant a significant amount of time to do this, pick a time when directory updates are complete for the day, and there is less user access to Personal Assistant and the directory.
Uncheck this check box if you want to do only manual refreshes.
You can click Refresh Now at any time to have Personal Assistant update user information immediately. For example, you might want to force a refresh if a large number of updates have been made to the directory, or if Personal Assistant is encountering a large number of speech-recognition errors.
You can also view information about the last refresh by clicking Last Refresh Details.
Note that if a refresh is not successful, Personal Assistant services may not run and some Personal Assistant features may be unavailable. For information on resolving problems with refreshes, see the "Troubleshooting Failed System Refreshes" section on page 6-11.
Refresh Schedule
Use the hour and minute lists to set the time for Personal Assistant to run the daily refresh.
Send Refresh Status
Check this check box for Personal Assistant to send you the refresh status by e-mail when a refresh has completed.
Administrator E-mail Address
Enter the e-mail address where you want Personal Assistant to send the refresh notification.
License Key
Enter the license key for the speech-recognition software. You must enter a valid key to enable speech recognition.
Cisco provides the license key based on how many speech-recognition license ports you purchased.
Changes to this setting take effect only after a refresh.
If users complain that they are too frequently routed to touch-tone dialing rather than dial-by-name, consider adding additional speech ports.
Number of Licenses
Display only. The maximum number of simultaneous speech ports and locales available when using this license key.
Speech Recognition Server Hosts
Use this field to set up the list of speech servers. The list creates the speech-recognition server cluster. Enter the DNS name or IP address of a server and click Add to add a speech-recognition server to the cluster.
To remove a speech-recognition server, select the server from the list, and click Remove.
Changes to this setting take effect only after a refresh.
Use the Control Center to manage which speech servers are active. See the "Control Center" section.
Speech Recognition License Manager Hosts
Use this field to specify the speech-recognition license managers. The list identifies which Personal Assistant servers in the cluster will manage the licenses for the speech-recognition server cluster. The speech-recognition servers will not operate without a license manager that has a valid license.
Enter the DNS name or IP address of the associated Personal Assistant server and click Add to add a license manager to the cluster.
Cisco recommends that you identify two license managers. This ensures that a backup is available if one manager is disabled.
To remove a license manager, select the server from the list, and click Remove.
Changes to this setting take effect only after a refresh.
Use the Control Center to manage which Personal Assistant servers have active license managers. See the "Control Center" section.
Available and Supported Locales
Use these fields to set up the locales to support the Personal Assistant phone and user web interface.
The list of available locales shows the locales that were selected when you installed Personal Assistant. From this list, you select the locales you want to enable for users, and move them into the list of supported locales. Users can select from these locales by using the user web interface to set the language used on the interface and when they call Personal Assistant.
To support a locale, select it in the Available Locales list, and click >> to move it to the Supported Locales list.
To remove support for a locale, select it in the Supported Locales list, and click <<.
A locale includes the language plus locale-specific standards for displaying date and time.
You must have a Personal Assistant licenses for multiple locales in order to support more than one locale.
You can change the supported locales at any time. Newly added locales are available to users after the next system refresh.
Note that when a locale is removed from the supported list, users who have set it as their preferred locale must reset their preferred locale through the web user interface. Otherwise, they will be unable to access Personal Assistant by phone.
Default Locale
Select the locale Personal Assistant will use for the speech-recognition interface and user web interface unless the user selects a different locale. We recommend that you select the locale most of your users prefer.
Note that if you do not set a default locale, users will not have speech recognition and will be unable to access the user web interface.
Maximum Number for Disambiguation
Enter the number of selections to present to a user when more than one party matches the spoken name.
For example, if you enter 3, when a user tries to call John Smith (and when there are two or three John Smiths in the directory), Personal Assistant plays each John Smith recorded name or extension, allowing the user to choose the correct one.
When there is a greater number of matches for the spoken name than the Maximum Number for Disambiguation value, Personal Assistant sends the user to the operator for assistance in reaching the person.
If only one number matches the spoken name, the number is dialed immediately.
The default is 3.
Allow Barge-In
Check this check box for Personal Assistant to allow a user to interrupt prompts.
Uncheck this check box to have users always wait until Personal Assistant finishes speaking.
The default is enabled.
Use caution in disabling this feature. Typically, you should not disable it unless there is excessive background noise at the user locations.
Rejection Confidence Level
Enter the percentage confidence level below which a user request is rejected.
The speech-recognition software assigns a percentage confidence level to every session. If the confidence level is less than the Rejection Confidence Level, Personal Assistant tells the user that the request could not be understood. The user can then repeat the request or try phrasing it differently.
Enter a number between 0 and 100. The default is 45. Do not include the percentage sign in the field.
Reconfirm Confidence Level
Enter the percentage confidence level below which the user is asked to confirm the speech-recognition software interpretation of the request.
If the confidence level is between the Rejection Confidence Level and the Reconfirm Confidence Level, Personal Assistant tells the speaker its interpretation of the request and asks the speaker to confirm the interpretation.
If the confidence level is higher than the Reconfirm Confidence Level, Personal Assistant completes the request without asking the speaker for confirmation. However, the speaker can tell Personal Assistant to cancel or stop the action.
If you set this level too high, users will have to reconfirm most commands. If you set it too low, Personal Assistant might perform too many unintended tasks.
Enter a number between 0 and 100. The default is 60. Do not include the percentage sign in the field.
Max Error Count per Dialog
Enter the maximum number of speech-recognition errors allowed in a single dialog. One user session with Personal Assistant or voice mail consists of several dialogs; for example, the attempt to dial a person is a single dialog.
If the user exceeds this error count, Personal Assistant transfers the user to the operator.
The default is 3.
Max Error Count per Call
Enter the maximum number of speech-recognition errors allowed in an entire Personal Assistant or voice-mail session (that is, the sum of errors in each dialog).
If the user exceeds this error count, Personal Assistant transfers the user to the operator.
The Max Error Count per Call must be larger than Max Error Count per Dialog.
When the user is in voice mail, the user must encounter three times the error count configured here before the count is considered exceeded.
The default is 8.
Max Help Count per Dialog
Enter the maximum number of times the user can ask Personal Assistant or the voice mail system for help within a single dialog.
If the user asks for help more times than this number, Personal Assistant transfers the user to the operator.
When a user asks for help, Personal Assistant or the voice mail system tells the user the various actions the user can perform at that point in the dialog.
The default is 2.
Max Help Count per Call
Enter the maximum number of times the user can ask Personal Assistant for help in an entire Personal Assistant or voice mail session.
If the user asks for help more times than this number, Personal Assistant transfers the user to the operator.
The Max Help Count per Call must be larger than Max Help Count per Dialog.
When the user is in voice mail, the user must ask for help three times the count configured here before the count is considered exceeded.
The default is 5.
Systemwide Rule Options
The Systemwide Rule Options page opens when you select Systemwide Rules > Systemwide Rule Options.
Table A-15 describes the fields on the System Rule Options page. If you want Personal Assistant to apply the rules of a systemwide rule set to incoming calls, you must both activate the rule set and specify the conditions under which the rules are applied. Use the System Rule Options page to specify the systemwide rule conditions. When you are done setting the conditions, click Save.
Systemwide Rules
The Systemwide Rule Sets page opens when you select Systemwide Rules > Systemwide Rules.
Use the Systemwide Rule Sets page to create sets of rules that can be applied to all calls that come through the Personal Assistant system. For example, you might want to send all calls to user voice mailboxes after regular work hours.
You set up destinations and destination groups, personal address book callers and caller groups, and rules and rule sets, in much the same way a user would. (Refer to the Personal Assistant User Guide for instructions on how to set these up.)
However, when creating systemwide rules, in addition to regular destinations, you can select from one of five virtual destinations—User Work Phone, User Home Phone, User Mobile Phone, User Pager, User Voice Mail—that map to actual user destination values when a rule is applied.
For example, you can create the rule "Direct the call to destination "User Voice Mail" and do not screen the call." When Personal Assistant intercepts a call, it searches the directory for the user voice mail number, and routes the call there.
You can also use the call-forwarding rule tester to see how Personal Assistant would forward an incoming call based on your systemwide rules. Note that the call-forwarding rule tester for systemwide rules always assumes that the option Always Apply System Rules is selected.
After you create and activate systemwide rule sets, return to the main configuration page by clicking System Configuration > Return to System Configuration, then turn on the systemwide rule-processing feature by specifying the conditions under which the rules are applied. See the "Systemwide Rule Options" section.
Telephony Configuration
The Telephony Configuration page opens when you select System > Telephony.
Table A-16 describes the fields on the Telephony Configuration page. Use the Telephony Configuration page to configure the telephony providers that create the connection between Personal Assistant and Cisco CallManager.
Note
