Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Guía Para Resolver Problemas
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Cisco Unified Contact Center Express Servicing and Troubleshooting Guide, Release 7.0(1)
Chapter 8 Troubleshooting Tips
Automatic Speech Recognition Problems
Error message appears indicating connection with database is broken
Symptom
During generation of an Agent Detail Report or an Abandoned Call Detail Activity Report, an
error message might appear indicating that the connection with the database has been broken.
Error Message
Connection with database is broken
.
Possible Cause
This message might appear if the system is under a heavy load while generating either of
these reports. A heavy load can include tens of thousands of calls during the report period or the
maximum number of skills configured in the system.
maximum number of skills configured in the system.
Recommended Action
To work around this problem, reduce the length of the report period or reconfigure
CSQs so that there are more CSQs with fewer skills each.
Automatic Speech Recognition Problems
This section contains the following troubleshooting tips on Media Resource Control Protocol (MRCP)
Automatic Speech Recognition (ASR) problems:
Automatic Speech Recognition (ASR) problems:
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Names are not recognized
Symptom
For calls that have been allocated a channel from a MRCP ASR Dialog Control Group, names
are not consistently recognized by the Name to User step.
Error Message
None
.
Possible Cause
The Name Grammar Generator was not run after a new Cisco Unified CCX installation
or after you added or changed an existing name.
Recommended Action
Run the Name Grammar Generator and complete the following steps:
Step 1
Select Tools > User Management > Name Grammar Generation. (Run the Name Grammar Generator
at off-peak times.)
at off-peak times.)
Step 2
Verify that you have selected the correct Grammar Variant. If you use Nuance, select "Nuance." If you
use any other vendor, select "Standard," and in the case of a mixed environment, select "Both."
use any other vendor, select "Standard," and in the case of a mixed environment, select "Both."