Table Of Contents
Troubleshooting Personal Assistant
Resolving Problems Using Personal Assistant
Unable to Access User Interface
Directed to Operator Too Often
Calls Transferred to Voice Mail Too Quickly
Dial Rules Not Working Properly
Resolving Problems Managing Personal Assistant
Speech Server or License Manager Not Recognized
Servers Displaying Connectivity Problem
Starting and Stopping the Servers and License Manager
Collecting Trace and Debug Information
Integrating with Network Management Systems
Monitoring Personal Assistant Subsystem Status
Collecting System Logs with Syslog
Troubleshooting Personal Assistant
These topics address problems you might encounter, and provide ways to resolve them; also included are other tasks associated with problem resolution.
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Resolving Problems Using Personal Assistant
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Resolving Problems Using Personal Assistant
These topics provide resolutions to problems users might encounter:
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Unable to Access User Interface
If users cannot log in to the Personal Assistant user interface, verify that they are using the correct log-in name. The log-in name should match the unique user attribute you defined in the System Configuration settings. For example, if your company is using the employee e-mail address as the unique user attribute, verify that users are entering their e-mail address and not another attribute, such as their phone number.
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Unable to Use Speech Commands
If users cannot use speech commands and are forced to use touch-tone dialing to interact with Personal Assistant:
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Directed to Operator Too Often
If users report that they are being directed to the operator too often when using Personal Assistant, check the Dial by Name settings on the Personal Assistant server. See the "Fine-Tuning Speech Recognition (Dial By Name)" section on page 4-5.
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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 Dial by Name settings on the Personal Assistant server.
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Calls Transferred to Voice Mail Too Quickly
Using the JTAPI Configuration options 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 this setting takes precedence. For example, if the server setting is 20 seconds, but a user has set their setting 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.
Related Topics
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 or produces different results than one you configured as the administrator, their rules are ignored.
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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 bed 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-peek or other times of lower demand. Also, if you do not have a failover server, consider adding one in order to more reliably support your users.
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Resolving Problems Managing Personal Assistant
These topics provide resolutions to problems you might encounter when managing Personal Assistant:
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Speech Server or License Manager 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 "Configuring Personal Assistant Global Settings" section on page 4-2.
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.
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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.
Procedure
Step 1
Personal Assistant opens the control center. The control center is divided into three sections:
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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
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.
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Collecting Trace and Debug Information
When you contact Cisco Technical Support 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 Personal Assistant's performance, you should only turn on tracing and debugging at Cisco's request. The generated information is for Cisco's use in resolving product problems.
To collect trace and debug information, perform the following steps.
Procedure
Step 1
Personal Assistant opens the Server Configuration page.
Step 2
Personal Assistant displays the settings for the server.
Step 3
The available packages include:
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Step 4
Personal Assistant begins generating the requested trace and debug information.
The information is placed in a log file in the /log 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. Send this information to the Cisco Technical Support group with which you are working.
Step 5
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Integrating with Network Management Systems
You can manage the status of the Personal Assistant server remotely 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.htmThese topics provide information to assist you in integrating Personal Assistant with network management systems:
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Understanding 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.
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:
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The SYSAPPL-MIB uses the Simple Network Management Protocol (SNMP). Personal Assistant supports the following SYSAPPL-MIB tables:
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Collecting System Logs with Syslog
During installation of Personal Assistant, you can choose whether to integrate with Cisco Syslog Collector (see the "Personal Assistant Installation Procedures" section on page 2-4 for details). 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.
