Users Hear the Phone Keypad Conversation Instead of Voice-Recognition Conversation
Use the following questions to determine the source of the problem and to correct it:
Does this problem occur for all users whose accounts are configured for voice recognition? If yes, do the following:
Confirm that the class of service (COS) is configured to enable voice recognition. On the Edit Class of Service page, under Licensed Features, check the Allow Access to Advanced Features check box and then check the Allow Users to Use Voice Recognition check box.
Confirm that the affected users are associated with the correct COS.
Does this problem occur only for a single user whose account is configured for voice recognition? If yes, do the following:
Confirm that the affected user is associated with the correct class of service.
Confirm that the phone menu input style is set to voice recognition. The input style can be set either in the Messaging Assistant web tool or in Cisco Unity Connection Administration.
Do users hear a prompt indicating that voice-recognition services are not available when they first sign in?
If so, see the Error Prompt: There Are Not Enough Voice-Recognition Resources .
Is the correct codec being used?
Voice recognition does not work if the Unity Connection server or the phone system is using G.729a, if the G.729a prompts are installed, or if greetings and names were recorded in an audio format other than G.711 Mu-Law.
Error Prompt: There Are Not Enough Voice-Recognition Resources
When a user hears the error prompt “There are not enough voice-recognition resources at this time. You need to use the standard touchtones for the duration of this call,” do the following:
Confirm that the Connection Voice Recognizer service is running on the Tools > Service Management page in Cisco Unity Connection Serviceability.
For information on Cisco Unity Connection Serviceability, see the Administration Guide for Cisco Unity Connection Serviceability Release 12.x, at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/serv_administration/b_12xcucservag.html.
Check the Unity Connection license on the System Settings > Licenses page in Cisco Unity Connection Administration. It may be that all licensed voice-recognition sessions are being used. If users report that the error occurs frequently, it is likely that voice-recognition usage has outgrown current licensing capacity on your Unity Connection server.
Check for errors generated by the Unity Connection Voice Recognizer service. You can use the Real-Time Monitoring Tool (RTMT) to view errors in the diagnostic logs that are generated with the default traces turned on. The trace log filenames are in the format diag_NSSserver_*.uc.
For information on RTMT, see the applicable Cisco Unified Real-Time Monitoring Tool Administration Guide at https://www.cisco.com/c/en/us/support/unified-communications/unity-connection/products-maintenance-guides-list.html.