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Cisco Unity Connection 2.0 VUI Troubleshooting

Cisco Unity Connection 2.0 VUI Troubleshooting. Mike Maas, Unified Communications Business Unit. Overview. VUI Failure Conditions VUI Tracing and Logs VUI Troubleshooting Scenarios. VUI. VUI Failure Conditions. Soft Failure Situations: Configuration Errors (Administration)

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Cisco Unity Connection 2.0 VUI Troubleshooting

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  1. Cisco Unity Connection 2.0 VUI Troubleshooting Mike Maas, Unified Communications Business Unit

  2. Overview • VUI Failure Conditions • VUI Tracing and Logs • VUI Troubleshooting Scenarios

  3. VUI VUI Failure Conditions • Soft Failure Situations: • Configuration Errors (Administration) • Missed recognition (Garbled Audio, Environmental Noise, etc.) • Connectivity (MRCP, Loss of Audio, etc.) • Core Dump (CuVrt, Nuance Processes) • Hard Failure Situations: • Failsafe (Conversations Error) • Core Dump (CsMgr, etc.)

  4. VUI VUI Tracing and Logging • Cisco Unity Connection Micro Traces • CDE • 10 - State Machine Trace • 22 – Speech Recognition Grammar • MIU I/O • 25 – ASR and MRCP • PhraseServer • 10 – Speech Recognition • VUI (and CuVrt) • 2 - Warning • 3 - Info • 4 - Grammar

  5. VUI VUI Tracing and Logging • Cisco Unity Connection Macro Traces • Voice User Interface/Speech Recognition Traces • CCL Levels 12, 13 • CDE Levels 3, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22 • CML Level 0 • ConvSub Levels 0, 1, 2, 3, 4 ,5 • MiuIO Levels 11, 25, 27 • MiuMethods Level 12 • PhraseServer Levels 1, 2, 3, 5, 6, 7, 8, 9, 10 • VUI Levels 0, 1, 2, 3

  6. VUI VUI Tracing and Logging • Nuance Logging • Configuration File • /usr/local/SpeechWorks/OpenSpeechRecognizer/config/Baseline.xml • Enable Waveform Logging • To turn on waveform logging • Set swirec_suppress_waveform_logging to 0. (Or 1 to turn it off wave logging.) • To turn on waveform logging of pre-endpointed waveforms • Set swiep_suppress_waveform_logging to 0. (Or 1 to turn off wave logging.) • ! Restart Connection Voice Recognizer !

  7. VUI VUI Tracing and Logging • Real Time Monitoring Tool • Unity Connection Outputs • CsMgr, CuVrt, Etc. • Nuance Outputs • OSR

  8. VUI VUI Tracing and Logging • Log Locations • Cisco Unity Connection Logs • /var/opt/cisco/connection/log • /common/log/taos-log-a/cuc • [Both link to /common/var-connection-(version)] • Both Diagnostic and Process Logs (CuVrt / Nuance / CsMgr) (out_*.txt) • Cisco Unity Connection Grammars • /var/opt/cisco/connection/cache/vui • Nuance Logs • /var/opt/cisco/connection/cache/vui/OSRdata/{DATETIME}

  9. VUI VUI Troubleshooting Scenarios • Configuration • Recognition • Grammars • Failsafe

  10. VUI VUI Troubleshooting Scenarios – Configuration • Scenario • A User is not getting a VUI conversation when they login • Steps • Check for normal configuration problems • Incorrect Class of Service • Not properly set in the Phone Menu settings

  11. VUI VUI Troubleshooting Scenarios – Configuration • Scenario • A User is hearing a prompt indicating that voice recognition is not available • Steps • Verify that the Nuance Services are running • Verify that the Nuance Licensing service is running • Check for any errors

  12. VUI VUI Troubleshooting Scenarios – Recognition • Scenario • A User is getting poor recognition • Steps • Explicitly determine the location of the poor recognition • Check the User settings (Confidence) • Enable VUI conversation logs and reproduce • Evaluate the logs and recorded utterances

  13. VUI VUI Troubleshooting Scenarios – Grammars • Scenario • No names seem to be recognized • Steps • Verify that name grammars exist and are valid • Ensure that CuVrt is running • Verify that the Nuance Licensing service is running • Check the CuVrt process output (out_cuvrt.txt) • Check the Nuance Logs

  14. VUI VUI Troubleshooting Scenarios – Failsafe • Scenario • A failsafe conversation is played to the User • Steps • Enable generic conversation logs and reproduce • Evaluate the logs and recorded utterances

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