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Cisco Personal Assistant 1.4 Installation and Administration Guide
OL-4590-03
Chapter 6 Troubleshooting Personal Assistant
Resolving Problems with Using Personal Assistant
Calls Transferred to Voice Mail Too Quickly
By using the miscellaneous settings in the Personal Assistant Administration interface, you can
designate the call pickup time. This determines how long Personal
Assistant waits for a call to be picked
up before it moves on to the next defined dial rule.
However, users can also configure the call pickup time (by selecting Preferences > Settings from the user
interface), and the user setting takes precedence over the setting in the Personal
Assistant
Administration. For example, if the server setting is 20 seconds, but a user has set call pickup time to 10
seconds, Personal
Assistant uses 10 seconds as the call pickup time.
If users state that they are being transferred too quickly to voice mail, check the call pickup setting in
both the administrator and user interfaces.
Dial Rules Not Working Properly
You can configure dial rules through the Personal Assistant administration and user interfaces. However,
rules configured in the administration interface take priority over those configured through the user
interface. Therefore, if a user has configured a dial rule that conflicts with or produces different results
from the one you configured as the administrator, the user rules are ignored.
Calls Dropping
Under normal circumstances, users should not experience dropped calls while using Personal Assistant.
However, if you have recently changed settings on the Personal
Assistant server and saved the settings,
the server might have restarted. If you do not have any failover servers, Personal
Assistant might have
been unavailable during this restart.
If a user is actively interacting with Personal Assistant when the server becomes unavailable, the call
will drop. However, if Personal
Assistant has already completed its role in the call, such as a successful
transfer, the call will not be dropped.
To prevent calls from being dropped while Personal Assistant is being used, limit the changes and
restarts to the Personal
Assistant server to off-peak times. Also, if you do not have a failover server,
consider adding one in order to more reliably support your users.
Callers Hear “We Are Experiencing Technical Difficulties, Please Call Back
Later”
If users call Personal Assistant and consistently hear this message, there are two main problems to check
for:
• Problems with the speech recognition subsystem. The speech or license servers are not running, or
the speech package is not available in the expected location in
\Speech\Grammar\Static\<Locale>\Pa in the Personal
Assistant installation directory. To solve this
problem:
–
Use the control center (System > Control Center) to see if the speech servers and license
managers are running. Try stopping and restarting them to see if this resolves the problem.