1. Check for warnings or errors in Cisco Unity Connection Administration:

   • On the System Settings > Licenses page. An error message on this page alerts you if you have a license violation. Confirm that your SpeechView usage is as you expect by looking at the number of SpeechView users listed under License Count. For more information about license issues, see the Troubleshooting Licensing chapter.

   • On the Unified Messaging > SpeechView Transcription> Service page. Make sure that on the Transcription Service for SpeechView page, the Enabled check box is checked.

   • On the System Settings > Advanced System Settings > Unified Messaging Services page> Transcriptions: Time to Wait for a Transcription Response before Timing Out (In Seconds) field.

Many of the warning and error messages on these pages also include information on how to resolve the problem.

1. Confirm that the voicemail users for which SpeechView needs to be enabled have the class of service setting enabled. In Cisco Unity Connection Administration, expand Class of Service and select Class of Service. Select the applicable class of service. On the Edit Class of Service page, check the Allow Users to Access SpeechView Transcription Service check box and select Save.

If accessing the transcription service via a proxy server, troubleshoot the proxy server:

1. In Cisco Unity Connection Serviceability, use the Voice Network Map tool to verify the health of the digital network. See the “Using the Voice Network Map Tool” chapter of the Administration Guide for Cisco Unity Connection Serviceability Release 14, at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/14/serv_administration/guide/b_14cucservag.html.

2. Verify that the server designated as a proxy system is configured to advertise transcription services.

3. Continue with this task list on the proxy server.

1. If the transcription service registration is failing or times out, review the registration task execution results window for specific error messages.

2. If registration has succeeded, use the Test button to troubleshoot the transcription service configuration:

   In Cisco Unity Connection Administration, expand Unified Messaging > SpeechView Transcription and select Services.

   Select the Test button.

   View the test task execution results for specific warnings and error messages.

3. If the test you ran above fails and the transcription service was previously working successfully but has suddenly stopped working, use the Register button to reestablish the registration with the external transcription service:

   In Cisco Unity Connection Administration, expand Unified Messaging > SpeechView Transcription and select Services.

   Select the Register button. Another window displaying the results open. The registration process normally takes several minutes.

   View the registration task execution results for specific warnings and error messages.

4. In Unity Connection Serviceability, verify that the Unity Connection SpeechView Processor and the Unity Connection SMTP Server services are running. See the “Confirming that Connection SpeechView Processor and Connection SMTP Server Services are Running” section on page 10-3.

5. Run the SMTP test to verify that messages can successfully be sent from Unity Connection to an external email account outside of your organization. This SMTP test helps you determine whether the registration problem is due to issues in the communication path to the third-party transcription service. See the “Running SMTP Test to Verify Outgoing and Incoming SMTP Path” section on page 10-4.

6. Generate the SpeechView Activity Summary Report to verify that the transcriptions are arriving at the Unity Connection server. For more information, see the “Generating and Viewing Reports” section in the “Using Reports” chapter of the Administration Guide for Cisco Unity Connection Serviceability Release 14, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/14/serv_administration/guide/b_14cucservag.html.

1. Confirm that the message in question is of a type that is transcribed. The following messages are never transcribed:

   • Private messages

   • Broadcast messages

   • Dispatch messages

Secure messages are transcribed only if the user belongs to a class of service for which the Allow Transcriptions of Secure Messages option is enabled.

1. Verify that the problem message was not already deleted by the user. When a transcription is received from the third-party transcription service, the transcription text is attached to the original voice message. If users delete a voice message before the transcription is received from the transcription service, the transcription text is attached to the deleted message. It is not considered a new message and is not sent to a notification device.

   Note	If users belong to a class of service that is configured to move deleted messages to the Deleted Items folder, users can see the transcription in the Deleted Items folder of an IMAP client.

2. If the transcription service is unable to provide a transcription of a message, the user receives a message stating that the transcription cannot be provided and to call Unity Connection to listen to the message. See the “Messages that Cannot be Transcribed” section on page 10-5 for details.

Troubleshoot the notification device configuration. See the Troubleshooting Notification Devices.

If you still have problems after following all the troubleshooting steps described in this chapter, enable traces and contact the Cisco Technical Assistance Center (TAC). See the “Using Diagnostic Traces to Troubleshoot SpeechView” section on page 10-6.