Table Of Contents

Troubleshooting Personal Assistant

Resolving Problems with Using Personal Assistant

Unable to Access the User Web Interface

Search Results Include Multiple Copies of a User

Unable to Use Speech Commands

Users Cannot Make Conference Calls (Cisco CallManager 3.3 or Later)

Directed to Operator Too Often

Too Many Available Options

Calls Transferred to Voice Mail Too Quickly

Dial Rules Not Working Properly

Calls Dropping

Callers Hear "We Are Experiencing Technical Difficulties, Please Call Back Later"

Personal Assistant Is Too Slow to Answer Calls

Callers Hear a Busy Tone When Calling Personal Assistant

A User Hears a Busy Tone When Calling Another User

Personal Assistant Does Not Recognize Users When They Call From Their Work Phones

Message Waiting Indicator Does Not Work

All Users Cannot Browse Voice Mail

Some Users Cannot Browse Voice Mail

Users Cannot Log On to Cisco Unity Voice Mail

Calendar-Based Call-Routing Rules Do Not Work

Users Hear Text to Speech Names Too Often

Personal Assistant Plays an Unexpected User Recorded Name

Resolving Problems with Managing Personal Assistant

Speech Server or License Manager Is Not Recognized

Servers Displaying Connectivity Problem

Server Processor Is Running at Maximum

Personal Assistant Is Not Intercepting Calls

Personal Assistant Is Transferring Only Internal Calls or External Calls to Voice Mail

Troubleshooting Failed System Refreshes

Monitoring Server Status

Monitoring Performance

Collecting Call History Information

Starting and Stopping the Servers and License Manager

Collecting Trace and Debug Information

Integrating with Network Management Systems

CDP Support

Monitoring Personal Assistant Subsystem Status

Collecting System Logs with Syslog

Troubleshooting Personal Assistant

---

This chapter contains the following sections:

•Resolving Problems with Using Personal Assistant

•Resolving Problems with Managing Personal Assistant

•Troubleshooting Failed System Refreshes

•Monitoring Server Status

•Monitoring Performance

•Collecting Call History Information

•Starting and Stopping the Servers and License Manager

•Collecting Trace and Debug Information

•Integrating with Network Management Systems

Resolving Problems with Using Personal Assistant

The following sections provide resolutions to problems users might encounter:

•Unable to Access the User Web Interface

•Search Results Include Multiple Copies of a User

•Unable to Use Speech Commands

•Users Cannot Make Conference Calls (Cisco CallManager 3.3 or Later)

•Directed to Operator Too Often

•Too Many Available Options

•Calls Transferred to Voice Mail Too Quickly

•Dial Rules Not Working Properly

•Calls Dropping

•Callers Hear "We Are Experiencing Technical Difficulties, Please Call Back Later"

•Personal Assistant Is Too Slow to Answer Calls

•Callers Hear a Busy Tone When Calling Personal Assistant

•A User Hears a Busy Tone When Calling Another User

•Personal Assistant Does Not Recognize Users When They Call From Their Work Phones

•Message Waiting Indicator Does Not Work

•All Users Cannot Browse Voice Mail

•Some Users Cannot Browse Voice Mail

•Users Cannot Log On to Cisco Unity Voice Mail

•Calendar-Based Call-Routing Rules Do Not Work

•Users Hear Text to Speech Names Too Often

Unable to Access the User Web Interface

If users cannot access the Personal Assistant user web interface pages, it may be that the systemwide default locale for the speech-recognition interface and user web interface has not been set. If the Default Locale field on the Speech Services Configuration page of the Personal Assistant Administration interface is blank, move applicable locales from the available locales list to the supported locales list. Then, click the default locale in the list. See the "Speech Services Configuration" section on page A-21 for instructions.

If users cannot log on to the Personal Assistant user web interface, verify that they are using the correct logon name. The logon name should match the unique user attribute that you defined on the Corporate Directory settings page of the Personal Assistant Administration interface. For example, if your organization uses the employee e-mail address as the unique user attribute, verify that users are entering an e-mail address and not another attribute, such as a phone number.

Search Results Include Multiple Copies of a User

If Personal Assistant returns multiple copies of a user when you search for users in the Personal Assistant user web interface, and if your directory is Cisco CallManager DC Directory, ensure that the corporate directory search filter includes the string !(description=CiscoPABUser), if the user search base is set to the root of the directory. The full entry in the Directory Search Filter field should be (&(objectclass=person)(!(description=CiscoPABUser))). Otherwise, Personal Assistant cannot distinguish between users in the corporate directory and users in the personal address book. See the "Corporate Directory Settings" section on page A-3 for instructions on setting the directory search filter.

Unable to Use Speech Commands

If users cannot use speech commands and instead must use touch-tone dialing to interact with Personal Assistant:

•Verify that the speech recognition server is up and running. See the "Starting and Stopping the Servers and License Manager" section.

•Establish whether you have recently added a new speech-recognition server or additional license manager hosts. If you have, you must refresh the servers before they can support users. See the "Configuring Speech Recognition" section.

•Consider whether you have an adequate number of speech-recognition servers to handle the number of users. See the "Creating Server Clusters" section. You might want to add more speech licenses to accommodate usage.

Users Cannot Make Conference Calls (Cisco CallManager 3.3 or Later)

If you are using Cisco CallManager version 3.3 or later and if users are unable to make conference calls, it may be that the Cisco CallManager service parameter for ad hoc conferencing is not set correctly. Note that not all Cisco CallManager service releases and support patch releases contain the parameter.

Do the following procedure to verify the ad hoc conferencing parameter and reset it, if applicable.

To Verify the Ad Hoc Conferencing Service Parameter in Cisco CallManager

---

Step 1 Navigate to the Service Parameters Configuration page of the Cisco CallManager administration interface.

Step 2 Click <Cisco CallManager server> in the Server list, and click Cisco CallManager in the Service list. The Service Parameters Configuration page appears.

Step 3 Under Clusterwide Parameters (Feature - General), confirm that the ad hoc conferencing parameter is set correctly, depending on the Cisco CallManager version:

Cisco CallManager 4.1	Drop Ad Hoc Conference should be set to Never.
Cisco CallManager 4.0	Drop Ad Hoc Conference When Controller Leaves should be set to False.
Cisco CallManager 3.3	Drop Ad Hoc Conference When Creator Leaves should be set to False.

Note that the parameter is not present in some engineering specials and service releases of the versions listed.

If the value is incorrect, click the correct value, and click Update.

---

Caution The ad hoc conferencing parameter may be used by other telephony applications in your system. We highly recommend that you contact your telephony system administrator before changing the value.

---

---

Directed to Operator Too Often

If users report that they are being directed to the operator too often when using Personal Assistant, check the speech recognition settings on the Personal Assistant server. See the "Configuring Speech Recognition" section.

Too Many Available Options

If users report they are given too many options when using dial-by-name, you should reduce the Max Disambiguate parameter of the speech recognition settings on the Personal Assistant server.

Calls Transferred to Voice Mail Too Quickly

By using the miscellaneous settings in the Personal Assistant Administration interface, you can designate the call pickup time. This determines how long Personal Assistant waits for a call to be picked up before it moves on to the next defined dial rule.

However, users can also configure the call pickup time (by selecting Preferences > Settings from the user interface), and the user setting takes precedence over the setting in the Personal Assistant Administration. For example, if the server setting is 20 seconds, but a user has set call pickup time to 10 seconds, Personal Assistant uses 10 seconds as the call pickup time.

If users state that they are being transferred too quickly to voice mail, check the call pickup setting in both the administrator and user interfaces.

Dial Rules Not Working Properly

You can configure dial rules through the Personal Assistant administration and user interfaces. However, rules configured in the administration interface take priority over those configured through the user interface. Therefore, if a user has configured a dial rule that conflicts with or produces different results from the one you configured as the administrator, the user rules are ignored.

Calls Dropping

Under normal circumstances, users should not experience dropped calls while using Personal Assistant. However, if you have recently changed settings on the Personal Assistant server and saved the settings, the server might have restarted. If you do not have any failover servers, Personal Assistant might have been unavailable during this restart.

If a user is actively interacting with Personal Assistant when the server becomes unavailable, the call will drop. However, if Personal Assistant has already completed its role in the call, such as a successful transfer, the call will not be dropped.

To prevent calls from being dropped while Personal Assistant is being used, limit the changes and restarts to the Personal Assistant server to off-peak times. Also, if you do not have a failover server, consider adding one in order to more reliably support your users.

Callers Hear "We Are Experiencing Technical Difficulties, Please Call Back Later"

If users call Personal Assistant and consistently hear this message, there are two main problems to check for:

•Problems with the speech recognition subsystem. The speech or license servers are not running, or the speech package is not available in the expected location in \Speech\Grammar\Static\<Locale>\Pa in the Personal Assistant installation directory. To solve this problem:

–Use the control center (System > Control Center) to see if the speech servers and license managers are running. Try stopping and restarting them to see if this resolves the problem.

–Refresh the speech grammar by clicking Refresh Now on the Speech Services Configuration page (System > Speech Services). If the problem persists, verify that the package was created (look for xcopy errors in the Personal Assistant log on the primary server), and contact Cisco TAC.

•The time changed on the Personal Assistant server, or there is a large time difference between the speech servers and the Cisco CallManager servers. To solve this problem:

–Ensure that the times are consistent on these machines, which typically obtain their time from the domain controller when the servers reside in a Windows domain.

Personal Assistant Is Too Slow to Answer Calls

If it takes a long time for Personal Assistant to answer calls to the Personal Assistant number, it is likely that you are using IP addresses for speech server or license managers in your configuration, and your DNS server is not set up to resolve an IP address to an IP address.

To resolve the problem, either reconfigure your DNS server to add IP address to the same IP address mapping, or change the Personal Assistant configuration to identify the speech servers and license managers by using DNS host names.

Callers Hear a Busy Tone When Calling Personal Assistant

When callers to the Personal Assistant number hear a busy tone, you might have one of the following problems:

•Callers always hear busy tone—If callers always hear a busy signal, it could mean any of the following problems exist:

–Personal Assistant is not running. Check the status of the servers by using the control center (System > Control Center).

–No media ports are defined. Check the server configuration (Servers > Server Configuration) and add ports if necessary. You must also create the ports in Cisco CallManager. See the "Configuring Personal Assistant Servers" section and the "Adding Media Ports for Personal Assistant" section for more information.

–The Personal Assistant CTI route points are not assigned to the JTAPI user for Personal Assistant. You must assign the route points used for the Personal Assistant number, the automated attendant number (if any), and all route points used as Personal Assistant interceptor ports.

•Callers occasionally hear a busy tone—Either add more media ports or install additional Personal Assistant servers. When callers occasionally hear a busy tone, the call load from your users is heavier than the existing setup can handle.

A User Hears a Busy Tone When Calling Another User

If two users each have phone DNs that exactly match the DNs of Personal Assistant interceptor port route points that are configured in Cisco CallManager, the users will hear a busy tone when trying to contact one another by using Personal Assistant.

For example, user A has the DN 2001 and user B has the DN 2002. Two Personal Assistant interceptor port route points with the DNs 2001 and 2002 are defined in Cisco CallManager. When user A attempts to call user B, Cisco CallManager cannot transfer the call to Personal Assistant. Instead the call is rejected and user A hears a busy tone.

Check the DNs of both users in Cisco CallManager against the Personal Assistant interceptor port route points. To avoid the problem, we recommend that you use wildcards for the interceptor port route points. See the "Creating Personal Assistant Interceptor Ports and Configuring Error Handling" section.

If the DNs and interceptor port route points are not the problem, verify that the user phones are in the correct partition. See the "Updating the Partition for Managed Phones" section.

Personal Assistant Does Not Recognize Users When They Call From Their Work Phones

If a user calls Personal Assistant from his or her work phone, and if Personal Assistant prompts the user for an extension or first and last name:

•Verify that the user work phone is set correctly in the corporate directory. If applicable, modify the entry and do a system refresh. Note that the user will not be recognized until the refresh has completed successfully.

•Ensure that the directory lookup rule correctly translates the user work phone to the work phone number as it is represented in the corporate directory, if applicable. See the "Directory Lookup Rules" section on page A-8.

•Check whether a refresh or a server restart is in progress. During these processes, Personal Assistant reads information from the corporate directory and cannot recognize users until the refresh or restart has successfully completed.

Message Waiting Indicator Does Not Work

If the message waiting light on the phones no longer lights when a new message is received, the problem might be in the calling search space configuration.

When setting the calling search space that you use for voice mail ports and for message waiting indicators, ensure that it contains the PAManagedEmployees partition, but not the PA partition. Otherwise, the message waiting indicators will not work.

You assign partitions and calling search spaces to voice mail ports on the Feature > Voice Mail > Cisco Voice Mail Port > Voice Port Configuration page of the Cisco CallManager Administration interface.

You use the Cisco CallManager Administration interface to assign partitions and calling search spaces to message waiting indicators in one of the following ways:

•On the Feature > Voice Mail > Message Waiting > Message Waiting Configuration page.

•On the Service Parameters Configuration page by going to Service > Service Parameters, and clicking Cisco Messaging Interface for the applicable server. Set the calling search spaces on the Service Parameters Configuration page only when a simplified message desk interface (SMDI)-compliant external voice mail system is used.

All Users Cannot Browse Voice Mail

If users are transferred to the main voice mail number when they try to access voice mail in Personal Assistant, rather than being taken directly to the applicable voice mailbox, check the messaging configuration (System > Messaging). Ensure that the voice mail servers are identified by unqualified DNS name, for example unity1 rather than unity1.domain.com. Do not use IP addresses.

If the DNS name is not the problem, reinstall the Personal Assistant servers and specify a Cisco Unity domain and administrative user when asked for Windows domain information.

Some Users Cannot Browse Voice Mail

If users in general can access voice mail, but some users cannot, there is probably a problem with the Cisco Unity user setup information, or a consistency problem with Cisco CallManager.

Make sure the user voice mailbox number matches the user extension in Cisco CallManager, and that the user ID is the same in Cisco Unity and Cisco CallManager.

If the mailbox number and extension are not the problem, check the Personal Assistant messaging configuration (System > Messaging), and ensure that the user voice mail server is properly configured in Personal Assistant.

Finally, if you are using more than one voice mail server, users can select the voice mail number when configuring Personal Assistant user settings. Check the user configuration to ensure that the correct voice mail number has been selected.

Users Cannot Log On to Cisco Unity Voice Mail

If users cannot log on to the voice mail system from Personal Assistant, it is likely that the Personal Assistant voice mail profile in the Outlook Client was not created correctly. The profile should be automatically created the first time someone accesses voice mail through the Personal Assistant server.

Do the following two procedures to verify whether the profile was created and to manually create it, if applicable.

To Verify the Personal Assistant Profile in the Outlook Client

---

Step 1 On the Personal Assistant Server, click Start > Settings > Control Panel.

Step 2 Double-click the Mail icon.

---

Note If a memory error message appears, it may be that the Outlook path has not been added to the system path variable. Add the Outlook path and repeat this procedure.

---

If the profile window is blank, Personal Assistant failed to create the profile. Skip to the "To Manually Create the Personal Assistant Voice Mail Profile in the Outlook Client" procedure. When you are done creating the profile, repeat this procedure to verify it.

If the Cisco Unity System Profile Properties window opens, skip to Step 3.

Step 3 Click Properties.

Step 4 In the Microsoft Exchange Server window, verify the Cisco Unity server name in the Microsoft Exchange Server field.

If the server name is incorrect, enter the correct name or IP address. For example: amishak. (Do not use the fully qualified domain name.)

Step 5 Verify the Cisco Unity system mailbox name in the Mailbox Name field.

If the mailbox name is incorrect, enter the correct name.

Step 6 If the mailbox name is not underlined, click Check Name, to verify the name.

Depending on how your system is configured, you might be prompted for the domain, user name, and password.

The mailbox name should be underlined, and the Check Name button should be disabled.

Step 7 Click OK twice.

---

To Manually Create the Personal Assistant Voice Mail Profile in the Outlook Client

---

Step 1 On the Personal Assistant server, browse to the directory C:\Program Files\Cisco Systems\Personal Assistant\Bin, and open the file paUnity.prf in Notepad.

Step 2 Under [Service1], set Homeserver to the Microsoft Exchange server name.

Step 3 Under [Service1], set MailboxName to the Administrator Mailbox Firstname Lastname.

Step 4 Save the changes, and close the file.

Step 5 Open a command prompt (DOS) window.

Step 6 Change the directory to C:\Program Files\Cisco Systems\Personal Assistant\Bin\Outlook.

Step 7 Run the new profile setup program by entering newprof.exe -p -s, and then pressing Enter.

Step 8 When the Newprof window appears, browse to the directory C:\Program Files\Cisco Systems\Personal Assistant\Bin, and click the file paUnity.prf.

Step 9 Click Execute.

Step 10 When you are done creating the profile, repeat the "To Verify the Personal Assistant Profile in the Outlook Client" procedure.

---

Calendar-Based Call-Routing Rules Do Not Work

If a user has set up calendar-based call routing rules, and the rules are not working properly, you might have an incorrect messaging configuration, or the user meeting information might not yet be synchronized (thus making it unavailable for Personal Assistant).

Check the messaging configuration (System > Messaging) to ensure that the correct calendar server name and calendar mailbox name are configured. If you are using Cisco Unity with Microsoft Exchange, use "Unity Messaging" in the Calendar Mailbox Name field, unless the account uses a different name. If you are using Exchange without Cisco Unity, use the first and last name of the administrator account on the Exchange server. See the "Messaging Configuration" section on page A-10 for more information and for detailed instructions.

If you are using Cisco Unity with Personal Assistant, verify that the two Personal Assistant services are running under an account with domain administrator privileges in the domain of the Cisco Unity server. See the "To Configure Two Personal Assistant Services to Log on with Cisco Unity Domain Administrator Privileges" procedure.

If you are using Cisco Unity and if your message store is Exchange 2003 or Exchange 2000, also ensure that Send-As and Receive-As permissions are granted to the account that the Personal Assistant services log on as. Otherwise, Personal Assistant cannot access the Exchange user mailboxes. See the "To Grant Send-As and Receive-As Permissions to the Account That the Personal Assistant Services Log On As" procedure.

If the messaging configuration is not the problem, create a schedule in Outlook for the user and make sure the information is being published to the Exchange server.

If users are also not able to access voice mail, see the "All Users Cannot Browse Voice Mail" section.

Users Hear Text to Speech Names Too Often

When a user calls Personal Assistant and tries to dial a party by name, Personal Assistant plays the recorded name of the party before dialing the party, if a recorded name is available. Otherwise, Personal Assistant uses Text to Speech to generate a spoken version of the name. This Text to Speech version is sometimes not a close pronunciation match to the real name.

To populate the system with recorded names (that is, with names recorded by the parties themselves), you have two options:

•If you are using Cisco Unity voice mail, you can synchronize the Cisco Unity spoken name with the Personal Assistant spoken name. Select System > Messaging, and click Load Recorded Names in the Cisco Unity Recorded Names section. This will take the recording that already exists in Cisco Unity and reuse it for Personal Assistant.

•Encourage users to call Personal Assistant. When a user calls Personal Assistant, Personal Assistant checks whether a spoken name exists. If one does not exist, the user is prompted to record one.

Users can erase and rerecord their name at any time by using the user interface. You can also erase a user spoken name by selecting System > Reset User Information and clicking Reset in the Recorded Name section.

Personal Assistant Plays an Unexpected User Recorded Name

If a caller dials Personal Assistant from a phone that is not associated with any user in the corporate directory—for example, a conference room phone—and if Personal Assistant greets the caller with a user recorded name, that user may have configured the phone as a personal destination.

Have the user remove the phone from their personal destinations.

If necessary, you can remove all of the user account information—destinations and destination groups, callers and caller groups, rules and rule sets, personal address book information, personal settings, and the recorded name—from the directory by selecting System > Reset User Information and clicking Delete Personal Assistant Information.

Resolving Problems with Managing Personal Assistant

The following sections provide resolutions to problems you might encounter when managing Personal Assistant:

•Speech Server or License Manager Is Not Recognized

•Servers Displaying Connectivity Problem

•Server Processor Is Running at Maximum

•Personal Assistant Is Not Intercepting Calls

•Personal Assistant Is Transferring Only Internal Calls or External Calls to Voice Mail

Speech Server or License Manager Is Not Recognized

If you recently added a new speech recognition server or additional license manager hosts, you must refresh the servers before they can support users. See the "Configuring Speech Recognition" section.

Servers Displaying Connectivity Problem

The Personal Assistant Control Center provides you with information about the status of the Personal Assistant servers. To access the Control Center, select System > Control Center from the Personal Assistant administration web interface.

Table 6-1 indicates the possible server status. Use this information to determine the current server status and to resolve any problems.

Table 6-1 Server Status

Icon	Explanation	Solution
	Server is stopped.	You or Personal Assistant have stopped the server. Personal Assistant stops the servers during a normal refresh.
	Server is experiencing connectivity or permission errors.	Verify that the Personal Assistant servers are connected and up and running properly. If you have added Personal Assistant to a Windows 2000 domain, ensure that the server has administrator privileges in the domain. This is configured during installation.
	Server is started.	Server is functioning normally.

Server Processor Is Running at Maximum

If the Personal Assistant server is consistently running at 100 percent, where nlm and recserver are consuming all of the CPU cycles, you have a network connection problem. Possible causes include the cable being unplugged or a DHCP release/renew event.

To resolve the problem, restart all license managers and speech servers from the control center (System > Control Center).

If the problem recurs frequently, and you are using DHCP, consider using static IP addresses for the Personal Assistant and speech servers.

Personal Assistant Is Not Intercepting Calls

If Personal Assistant is not intercepting calls (which means it cannot apply call routing rules), make sure you have created the required interceptor ports and have configured the Personal Assistant servers correctly for those ports.

If Personal Assistant never intercepts calls, potential problems might be:

•The CTI route points are not configured with the correct partition or calling search space.

•The calling search space of the calling phone might not include the PA partition as the first partition.

•The Personal Assistant server is not configured to intercept calls for the called phone.

•The CTI route points used as interceptor ports are not assigned to the Personal Assistant JTAPI user.

If the problem is intermittent, check to see if call screening is enabled for the user. If it is, it is likely that a media port was not available for the call. Add more media ports or additional Personal Assistant servers. It might also be that the user turned off call-routing rules from the Settings Page of the user interface.

Personal Assistant Is Transferring Only Internal Calls or External Calls to Voice Mail

If Personal Assistant is transferring internal calls but not external calls to voice mail, or vice versa, it may be that the DTMF redirection sequences for external and internal calls have been configured with the same value when they should have different values.

Ensure that the internal and external DTMF redirection sequences and the redirection delay values on the Messaging Configuration page of the Personal Assistant Administration interface are configured correctly. See the "Messaging Configuration" section on page A-10 for more information.

Troubleshooting Failed System Refreshes

If a system refresh is not successful, the Personal Assistant services may not run and some Personal Assistant features may be unavailable.

Do the following procedure to troubleshoot a failed system refresh.

To Troubleshoot a Failed System Refresh

---

Step 1 On the Speech Services Configuration page of the Personal Assistant Administration interface, verify that the entry in the License Key field is valid. If the Number of Licenses field does not display the correct number of speech ports and available locales, re-enter the license key, and click Save to update the information.

Step 2 Verify the DNS names or IP addresses in the Speech Recognition Server Hosts and the Speech Recognition License Manager Hosts lists. If any information is incorrect, make the applicable modifications, and click Save to update the information.

Step 3 Navigate to the Control Center page and verify that the license manager is running. If the license manager has not started, click the Start button on the same line as the server name.

Step 4 Return to the Speech Services Configuration page and click Refresh Now.

Step 5 After the refresh has completed, verify that the refresh was successful by clicking Last Refresh Details.

If the refresh was not successful, contact Cisco TAC to resolve the problem before proceeding.

---

Monitoring Server Status

You can view the current status of a Personal Assistant server by selecting Servers > Server Status. The "Server Status" section on page A-20 explains how to read the status and includes suggestions on resolving problems that might be displayed.

Monitoring Performance

Personal Assistant uses the Windows Performance Monitor to collect and display performance statistics. You can use these statistics to help identify suspected problems with the system, or simply to view system use.

The statistics shown are those that accumulated since the last time the server was restarted.

To Monitor Performance

The Performance Monitor Help provides additional information on using the Performance Monitor.

---

Step 1 Start Performance Monitor, by selecting Start > Programs > Administrative Tools > Performance.

Step 2 Click the Add button. Performance Monitor opens the Add Counters window.

Step 3 Select the Personal Assistant server you want to monitor, either by selecting Use Local Computer Counters or by selecting Select Counters from Computer and entering the UNC path of the server.

Step 4 Click Cisco PA in the Performance Object list. Performance Monitor loads the Personal Assistant counters in the Select Counters window.

Step 5 Either select All Counters to view statistics for all counters, or use Ctrl-click to highlight the specific counters you want from the list. You can also use Shift-click to select a range of counters.

Step 6 Click Add, then Close.

Performance Monitor returns to the main window, where it shows a graphical and numeric representation of the counters. See Table 6-2 for descriptions of the counters available.

---

Table 6-2 Personal Assistant Performance Monitor Counters 

Counter	Description
Calls Answered	The total number of calls that Personal Assistant answered.
Call Failure	The total number of calls to Personal Assistant that did not succeed in completing a task. If the caller hangs up without completing a task, the call is considered a failure (for example, if Personal Assistant did not recognize the name of a party to be called).
Calls to PA	The total number of calls made to Personal Assistant.
Calls Transferred to DTMF	The total number of calls that were transferred from speech recognition to DTMF response.
Call Success	The total number of calls to Personal Assistant that succeeded in completing a task (such as getting Personal Assistant to dial a party by saying the name of the party).
Destinations Tried	The total number of destinations that Personal Assistant tried before a call was answered or dropped.
Dial-By-Name	The total number of times users tried to dial a party by name.
Dial-By-Name: Disambiguations	The total number of times Personal Assistant found more than one match to the spoken name, and asked the caller to pick from a list of possible parties.
Dial-By-Name: Implicit Confirmations	The total number of times speech recognition confidence was high enough that Personal Assistant did not ask the caller to confirm the name of the party to be dialed.
Dial-By-Name: Operator	The total number of times callers to Personal Assistant explicitly asked to be transferred to the operator while trying to use dial-by-name.
Dial-By-Name: Reconfirmations	The total number of times Personal Assistant asked users to confirm that the party Personal Assistant identified was the intended party.
Dial-By-Name: Speech Help Invoked	The total number of times callers explicitly ask Personal Assistant for help when trying to dial a party by name.
Dial-By-Name: Speech System Error	The total number of errors in the speech system while callers were trying to dial a party by name.
False Acceptance	The total number of times a call was accepted incorrectly.
Intercept:Media Port Called	The total number of times Personal Assistant used a media port after intercepting a call.
Intercept:Number of Calls	The total number of calls that Personal Assistant intercepted.
PA Login Failure	The total number of times users tried to log on to Personal Assistant but failed, for example, because they gave the wrong PIN.
PA Rules Applied	The total number of times Personal Assistant applied call routing rules.
Refresh Failed	The total number of times Personal Assistant failed in an attempt to refresh corporate directory information.
Speech Channel Create Failure	The total number of times Personal Assistant failed to create a speech channel.
Speech Recognition: Total Error	The total number of times the speech recognition software failed to understand a spoken command.
Total Active Sessions	The number of sessions currently active (both speech sessions and non-speech sessions).
Total Speech Sessions	The number of currently active speech sessions.
Transfer Failed	The total number of times Personal Assistant tried but failed to transfer a call to another number.
Voice Mail	The total number of times callers asked to access voice mail.
Voice Mail: Disambiguation	The total number of times Personal Assistant found more than one match to the spoken name, and asked the caller to pick from a list of possible parties, while using voice mail.
Voice Mail: Login Failure	The total number of unsuccessful attempts to log into the voice mail system while using Personal Assistant.
Voice Mail: Reconfirmation	The total number of times Personal Assistant asked users to confirm that the party Personal Assistant identified was the intended party while using voice mail.

Collecting Call History Information

Personal Assistant maintains call history logs that you can use to help identify toll fraud. These logs are not to be used for call billing.

If you configure Personal Assistant to use the CiscoWorks2000 Syslog facility, call history information is written to syslog. See the "Collecting System Logs with Syslog" section for information on using syslog.

If you do not use syslog, Personal Assistant writes call history records to a series of files named PACallHistoryxx.log in the /Logs directory on the Personal Assistant server, where xx is a number from 01 to 99. These files are limited to 2MB each, and when all logs are full, Personal Assistant begins reusing the logs.

The first line in the log documents how to read the call history records.

Starting and Stopping the Servers and License Manager

You can start and stop the Personal Assistant servers, speech recognition servers, and license managers through the Personal Assistant administrative web interface. This can help you add or remove servers from the Personal Assistant and speech server clusters in an orderly manner. It can also help you bring down a server that is not functioning properly.

To Start and Stop the Servers and License Manager

---

Step 1 Select System > Control Center. Personal Assistant opens the control center.

The control center is divided into three sections:

•Personal Assistant Server—lists the Personal Assistant server systems in the cluster

•Speech License Manager—lists the license manager systems in the cluster

•Personal Assistant Speech Server—lists the speech server systems in the cluster

The status of one type of server does not affect the status of any other type of server on the same system. For example, you can stop a license manager without stopping the Personal Assistant server on the same system, and vice versa.

Step 2 Find the Personal Assistant server, speech-recognition server, or license manager you want to start or stop, and click the Start or Stop button that is on the same line as the server.

You can start or stop all of the Personal Assistant servers, speech-recognition servers, or license managers as a group by clicking the Start All or Stop All button associated with the group.

---

---

Tip At least one license manager must be started in order for Personal Assistant to use the speech-recognition servers. When you are stopping and starting license managers, start and stop them in an order that ensures that at least one is always active.

During a refresh, the speech-recognition servers are automatically stopped and started in an order that ensures that at least one is always active.

---

Collecting Trace and Debug Information

When you contact Cisco TAC for help with a problem you are having with Personal Assistant, Cisco might request that you collect trace and debug information.

Because collecting trace and debug information will affect the performance of Personal Assistant, you should turn on tracing and debugging only when requested by Cisco TAC. The generated information is for the use of Cisco TAC in resolving product problems.

Do the following procedure to collect trace and debug information for Cisco TAC.

To Collect Trace and Debug Information

---

Step 1 From the Personal Assistant web interface, select Servers > Server Configuration. Personal Assistant opens the Server Configuration page.

Step 2 From the left column, select the server from which you need to collect debug or trace information. Personal Assistant displays the settings for the server.

Step 3 Scroll down to the Personal Assistant Debug Package List and Personal Assistant Trace Package List sections. Select the packages that Cisco Technical Support has requested. The lists in each section are identical; make sure that you select the package in the list Cisco requested. Packages selected in the Debug list generate trace information plus extra debug data. If Cisco requests that you select all packages, click Select All from the applicable list.

These settings apply to both the server and user interfaces unless noted otherwise.

The available packages include:

•PASRV—The main Personal Assistant server system. This applies only to the server.

•SS_PA_TEL—The telephony subsystem.

•SS_PA—The Personal Assistant subsystem for LDAP access.

•SS_PA_MAIL—The subsystem that interacts with voice mail and paging.

•PASCCP—The Skinny protocol subsystem.

•PARULES—The rules-based call routing subsystem. This applies only to the user interface.

•PADtmf—The DTMF interface.

•Perfmon—The performance monitoring subsystem.

•PASpeech—The speech recognition subsystem.

Step 4 Click Save Settings to save and activate your changes.

Personal Assistant begins generating the requested trace and debug information.

The information is placed in a log file in the \Logs subdirectory of the Personal Assistant installation directory. Or, if you configured Personal Assistant to use the CiscoWorks 2000 Syslog facility when you installed Personal Assistant, the data is sent to syslog. See the "Collecting System Logs with Syslog" section for information on using syslog.

Step 5 Send the information to the Cisco TAC group with which you are working.

Step 6 When you have finished generating debug and trace information, turn off debug and trace by clicking Clear All for each section in which you have made a selection. Then click Save to complete the change.

---

Integrating with Network Management Systems

You can manage the status of the Personal Assistant server remotely by using CiscoWorks2000 or another SNMP-based network management system. CiscoWorks2000 is the standard Cisco network management system, but it is not bundled with Personal Assistant. For more information about CiscoWorks2000, Campus Manager, and Topology Services, refer to the documentation available at the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cw2000/index.htm

The following sections provide information to assist you in integrating Personal Assistant with network management systems:

•CDP Support

•Monitoring Personal Assistant Subsystem Status

•Collecting System Logs with Syslog

CDP Support

Personal Assistant uses the Cisco Discovery Protocol (CDP) to periodically send out CDP messages, on the active interface, to a designated multicast address. These messages contain information such as device identification, interface name, system capabilities, SNMP agent address, and time-to-live. Any Cisco device with CDP support can locate a Personal Assistant server by listening to these periodic messages.

By using information provided through CDP, the CiscoWorks2000 Server can detect the Personal Assistant Server, and the Campus Manager application (Topology Services) can build topology maps displaying the Personal Assistant server.

Monitoring Personal Assistant Subsystem Status

Personal Assistant supports the SYSAPPL-MIB that allows you to use CiscoWorks2000 or a third-party SNMP browser to remotely access information about the following Personal Assistant components:

•Personal Assistant Server

–PAServer.exe

–PASPRM.exe

–PASPNLM.exe

•Personal Assistant Web Administration

–PAWebAdmin.exe

•Personal Assistant Speech Recognition

–PASPREC.exe

–PASPCS.exe

The SYSAPPL-MIB uses the Simple Network Management Protocol (SNMP). Personal Assistant supports the following SYSAPPL-MIB tables:

•SysApplInstallPkgTable—provides installed application information such as manufacturer, product name, version installed, date installed, and location, which is a partial URL for accessing the associated Application Administration web page (when applicable).

•SysApplRunTable—describes the application starting time and run-time status.

•SysApplInstallElmtTable—describes the individual application elements, or associated executables, which comprise the applications defined in the SysApplInstallPkgTable.

•SysApplElmtRunTable—describes the processes or executables that are currently running on the host system.

Collecting System Logs with Syslog

You can configure Personal Assistant to use the Cisco Syslog Collector. Cisco Syslog Collector and Cisco Syslog Analyzer are offered with CiscoWorks2000 as part of the Resource Management Essentials package. You can also adapt Syslog output from Personal Assistant for use with other network management systems.

The Cisco Syslog Collector keeps common system logs of messages reported to the Personal Assistant.

The Cisco Syslog Analyzer controls and displays all events efficiently so they can easily be read, interpreted, and used for system maintenance and problem solving.

To Collect System Logs with Syslog

---

Step 1 Select System > Miscellaneous Settings. Personal Assistant opens the Miscellaneous Settings page.

Step 2 In CiscoWorks2000 Host Name, enter the fully-qualified DNS name of the CiscoWorks2000 server, for example server.domain.com.

Step 3 Check the Write to Syslog check box.

Step 4 Click Save to save your changes.

Personal Assistant immediately begins writing messages to syslog.

---

---

Tip You can change the frequency with which Personal Assistant writes to syslog by changing the number of lines buffered between writes (Number of Buffered Trace Lines). The more lines you buffer, the less frequently data is written to syslog, which improves performance. However, if you buffer too many lines, syslog data might become too out-of-date.

---