Cisco Cisco Unified Customer Voice Portal 10.5(1)
A-21
Cisco Customer Voice Portal (CVP) Release 3.0(0) Configuration and Administration Guide
Appendix A Troubleshooting
Transfer and Connect
Transfer and Connect
describes how to resolve problems you might encounter during call transfer or connection.
Large number of invalid
entries for speech recognition
entries for speech recognition
Possible Cause:
Call Manager has an incorrectly configured service parameter
Possible Solution:
When the Speech recognition server recognizes voice input, it
determines a confidence score that signifies how confident the server is
that it correctly matched caller input. This confidence score is anywhere
from 0 to 1.0 where 1.0 is 100% confidence that the grammar match is
correct.
determines a confidence score that signifies how confident the server is
that it correctly matched caller input. This confidence score is anywhere
from 0 to 1.0 where 1.0 is 100% confidence that the grammar match is
correct.
By default, CVP tells the Speech recognition server to throw an invalid
entry error for all confidences below 0.7 or 70% for "GetDigits" and
"Menu" and 0.5 or 50% for "GetSpeech". For some applications, this
value is too high and will result in false invalid entry errors.
entry error for all confidences below 0.7 or 70% for "GetDigits" and
"Menu" and 0.5 or 50% for "GetSpeech". For some applications, this
value is too high and will result in false invalid entry errors.
Consult the ASR vender to determine if the default confidence
thresholds used by CVP (0.7 for GetDigits and Menu, 0.5 for
GetSpeech) is incorrect for your applications. If the default values are
indeed incorrect and need to be changed, the CVP templates will need
to be adjusted. Contact Cisco TAC for instructions on template
modification.
thresholds used by CVP (0.7 for GetDigits and Menu, 0.5 for
GetSpeech) is incorrect for your applications. If the default values are
indeed incorrect and need to be changed, the CVP templates will need
to be adjusted. Contact Cisco TAC for instructions on template
modification.
Intermittently, prompts are
not played - Random
prompts, random ICM scripts
not played - Random
prompts, random ICM scripts
Possible Cause:
Media file caching is not configured correctly on the gateway.
Possible Solution:
If media caching is not enabled on the gateway, the gateway must fetch
every prompt for every call. We have seen that this overloads some
internal mechanism on the gateway and causes prompt play failures.
For procedures on how to set up gateway caching, see
every prompt for every call. We have seen that this overloads some
internal mechanism on the gateway and causes prompt play failures.
For procedures on how to set up gateway caching, see
of this manual.
Clicking noise is heard
during Scansoft TTS on IP
phones
during Scansoft TTS on IP
phones
Possible Cause:
Change made to Scansoft OSSserver.cfg file under
ScanSoft\SpeechWorks OpenSpeech Media Server\Server\config
Possible Solution:
Set the following:
server.transport.audio.playerPacketDataSize VXIInteger 160
Excessive unavailable ASR
errors in CVP VXML Server
application error log.
errors in CVP VXML Server
application error log.
e.g. SERVER ERROR:A
VoiceXML exception
occurred:error.com.cisco.me
dia.resource.unavailable.asr
VoiceXML exception
occurred:error.com.cisco.me
dia.resource.unavailable.asr
Possible Cause:
The default MRCP timeout value of 3 seconds needs to be increased.
Possible Solution:
The default MRCP timeout values need to be increased to 5 seconds on
the gateway as follows:
the gateway as follows:
mrcp client timeout connect 5
mrcp client timeout message 5
Table A-4
Audio Troubleshooting (continued)
Symptom
Possible Cause and Solution