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Diagnosing and Correcting Cisco CRA Problems
Nuance ASR Problems
52
Troubleshooting Cisco Customer Response Applications
OL-3051-01
A call using the Nuance ASR Dialog Channel goes to the default
script instead of to the configured script
script instead of to the configured script
Symptom
A call to a CTI route point that uses ASR dialog channels goes to the
default script instead of to the configured script. Initial prompts may be played
correctly if they are played by the Play Prompt step. The CRA trace files will
include the following exception:
correctly if they are played by the Play Prompt step. The CRA trace files will
include the following exception:
NUANCE_SERVER_NOT_ACCESSIBLE
.
Possible Cause
When a call reaches a trigger that uses a Nuance ASR dialog
channel and the trigger uses a language that was not installed for Nuance ASR,
subsequent steps with speech recognition will fail. If a step fails, the call goes to
the default script.
subsequent steps with speech recognition will fail. If a step fails, the call goes to
the default script.
Recommended Action
Make sure that the language that the trigger uses is installed
for ASR. (For a trigger that does not use a Nuance ASR dialog Channel, you can
use any language that was installed for CRA.)
use any language that was installed for CRA.)
The ASR subsystem is out of service
Symptom
The Engine Status area in the Engine web page shows that the Nuance
ASR subsystem is out of service.
Possible Cause
The Speech Server is not configured from the Nuance ASR
Configuration web page.
Recommended Action
1.
Verify that the Nuance Speech Server is installed on the CRA Server and on
the Speech Server.
the Speech Server.
2.
Verify that Speech Servers are configured through the Nuance ASR
Configuration web page. If no Speech Server is configured, configure the
Speech Server(s) and then stop and restart the CRA Engine.
Configuration web page. If no Speech Server is configured, configure the
Speech Server(s) and then stop and restart the CRA Engine.