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.

   • Ensure that Unity Connection cluster is onboarded on Cisco Webex Cloud - Connected UC. For more information, see the "Set up Webex Cloud-Connected UC for on-premises devices" in webex Help Center at https://help.webex.com/en-us/article/nzt6c0b/Set-up-Webex-Cloud-Connected-UC-for-on-premises-devices. To know about Network Requirements for Cisco Webex Cloud-Connected UC, refer https://help.webex.com/en-us/article/fg3qim/Network-Requirements-for-Webex-Cloud-Connected-UC.

   • Ensure that "Speechview Voicemail Transcript" service is enabled on the Service Management Page of Cisco Webex Cloud-Connected UC. For more information, refer https://help.webex.com/en-us/article/oh49ck/Enable-or-Disable-Webex-Cloud-Connected-UC-Services-in-Control-Hub.

   • On the Unified Messaging > SpeechView Transcription> Service page. Confirm that SpeechView Status is Enabled on the Transcription Service for SpeechView page.

2. 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.

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

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 15, at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/serv_administration/guide/b_15cucservag.html.

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

3. Continue with Task List for Troubleshooting SpeechView on the proxy server.

1. Select Sync License Status button and check for any warnings. If there are any resolve them.

2. 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.

   Follow the Recommendations present on the task execution results page to resolve the warnings and error messages.

3. In Unity Connection Serviceability, verify that the Unity Connection SpeechView Processor is running. See the "Confirming that Connection SpeechView Processor is Running" section on page 11-3.

4. 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 15, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/serv_administration/guide/b_15cucservag.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

     Note	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.

2. Verify that the problem message was not already deleted by the user. When a transcription is received from the Cisco Webex in-house 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.

3. 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 11-5 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 11-6.