Troubleshooting Transcription (SpeechView) in Cisco Unity Connection 10.x

See the following sections for information on troubleshooting problems with the SpeechView feature:

Task List for Troubleshooting SpeechView

Issues Related to Basic Configuration Settings

1.blank.gif Check for warnings or errors in Cisco Unity Connection Administration:

–blank.gif On the System Settings > Licenses page. An error message on this page alerts you if you have a license violation. Confirm that your SpeechView usage is as you expect by looking at the number of SpeechView users listed under License Count. For more information about license issues, see the “Troubleshooting Licensing in Cisco Unity Connection 10.x” chapter.

–blank.gif On the Unified Messaging > SpeechView Transcription> Service page. Make sure that on the Transcription Service for SpeechView page, the Enabled check box is checked.

–blank.gif On the System Settings > Advanced System Settings > Unified Messaging Services page> Transcriptions: Time to Wait for a Transcription Response before Timing Out (In Seconds) field.

Many of the warning and error messages on these pages also include information on how to resolve the problem.

2.blank.gif Confirm that the voicemail users for which SpeechView needs to be enabled have the class of service setting enabled. In Cisco Unity Connection Administration, expand Class of Service and select Class of Service. Select the applicable class of service. On the Edit Class of Service page, check the Allow Users to Access SpeechView Transcription Service check box and select Save.

Issues with a Proxy Server

If accessing the transcription service via a proxy server, troubleshoot the proxy server:

1.blank.gif In Cisco Unity Connection Serviceability, use the Voice Network Map tool to verify the health of the digital network. See the “Using the Voice Network Map Tool in Version 10.x” chapter of the Administration Guide for Cisco Unity Connection Serviceability Release 10.x, at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/serv_administration/guide/10xcucservagx/10xcucservag060.html.

2.blank.gif Verify that the server designated as a proxy system is configured to advertise transcription services.

3.blank.gif Continue with this task list on the proxy server.

Issues with the Transcription Service Configuration

1.blank.gif If the transcription service registration is failing or times out, review the registration task execution results window for specific error messages.

2.blank.gif If registration has succeeded, use the Test button to troubleshoot the transcription service configuration:

a.blank.gif In Cisco Unity Connection Administration, expand Unified Messaging > SpeechView Transcription and select Services.

b.blank.gif Select the Test button.

c.blank.gif View the test task execution results for specific warnings and error messages.

3.blank.gif If the test you ran above fails and the transcription service was previously working successfully but has suddenly stopped working, use the Register button to reestablish the registration with the external transcription service:

a.blank.gif In Cisco Unity Connection Administration, expand Unified Messaging > SpeechView Transcription and select Services.

b.blank.gif Select the Register button. Another window displaying the results open. The registration process normally takes several minutes.

c.blank.gif View the registration task execution results for specific warnings and error messages.

4.blank.gif In Unity Connection Serviceability, verify that the Unity Connection SpeechView Processor and the Unity Connection SMTP Server services are running. See the “Confirming that Connection SpeechView Processor and Connection SMTP Server Services are Running” section.

5.blank.gif Run the SMTP test to verify that messages can successfully be sent from Unity Connection to an external email account outside of your organization. This SMTP test helps you determine whether the registration problem is due to issues in the communication path to the third-party transcription service. See the “Running SMTP Test to Verify Outgoing and Incoming SMTP Path” section.

6.blank.gif Generate the SpeechView Activity Summary Report to verify that the transcriptions are arriving at the Unity Connection server. For more information, see the “Generating and Viewing Reports in Version 10.x” section in the “Using Reports in Version 10.x” chapter of the Administration Guide for Cisco Unity Connection Serviceability Release 10.x, available at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/serv_administration/guide/10xcucservagx/10xcucservag050.html#pgfId-1051587.

Issues Related to User Expectations

1.blank.gif Confirm that the message in question is of a type that is transcribed. The following messages are never transcribed:

–blank.gif Private messages

–blank.gif Broadcast messages

–blank.gif Dispatch messages

Secure messages are transcribed only if the user belongs to a class of service for which the Allow Transcriptions of Secure Messages option is enabled.

2.blank.gif Verify that the problem message was not already deleted by the user. When a transcription is received from the third-party transcription service, the transcription text is attached to the original voice message. If users delete a voice message before the transcription is received from the transcription service, the transcription text is attached to the deleted message. It is not considered a new message and is not sent to a notification device.

note.gif

Noteblank.gif If users belong to a class of service that is configured to move deleted messages to the Deleted Items folder, users can see the transcription in the Deleted Items folder of an IMAP client.

3.blank.gif If the transcription service is unable to provide a transcription of a message, the user receives a message stating that the transcription cannot be provided and to call Unity Connection to listen to the message. See the “Messages that Cannot be Transcribed” section for details.

Issues with Transcription Notifications

Troubleshoot the notification device configuration. See the “Troubleshooting Transcription Notifications” section.

Enabling Traces and Contacting Cisco TAC

If you still have problems after following all the troubleshooting steps described in this chapter, enable traces and contact the Cisco Technical Assistance Center (TAC). See the “Using Diagnostic Traces to Troubleshoot SpeechView” section.

Confirming that Connection SpeechView Processor and Connection SMTP Server Services are Running

The Connection SpeechView Processor service needs to be running only on the acting primary server of a Unity Connection cluster server pair.

The Connection SMTP Server service needs to be running on both servers in a Unity Connection cluster server pair.

To Confirm That the Connection SpeechView Processor and Connection SMTP Server Services are Running

Step 1blank.gif In Cisco Unity Connection Serviceability, on the Tools menu, select Service Management.

Step 2blank.gif On the Control Center – Feature Services page, under Optional Services, locate the Connection SpeechView Processor service.

Step 3blank.gif Confirm that the activate status for the Connection SpeechView Processor service is Activated. If the activate status is Deactivated, select Activate.

Step 4blank.gif Confirm that the service status for the Connection SpeechView Processor service is Started. If the service status is Stopped, select Start.

Step 5blank.gif Confirm that the activate status for the Connection SMTP Server service is Activated. If the activate status is Deactivated, select Activate.

Step 6blank.gif Confirm that the service status for the Connection SMTP Server service is Started. If the service status is Stopped, select Start.

Step 7blank.gif If using a Unity Connection cluster, repeat Step 5 and Step 6 on the secondary server.

 

Running SMTP Test to Verify Outgoing and Incoming SMTP Path

The SMTP test is a CLI command that sends a test message to a specified email address. You then access the email account and reply to the test message without changing the subject line. The test passes when the response is received by the Unity Connection server. The success or failure of parts of the test help to narrow down whether the source of the problem is in the outgoing or incoming SMTP configuration.

To Run the SMTP Test to Verify the Outgoing and Incoming SMTP Path

Step 1blank.gif On the Unity Connection server, use the CLI (Command Line Interface) command run cuc smtptest <email address>. Use an email address that is outside of your organization.

For example, enter “run cuc smtptest johndoe@isp.com”.

note.gif

Noteblank.gif For details on using CLI commands, see the applicable Command Line Interface Reference Guide for Cisco Unified Communications Solutions at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.

Step 2blank.gif Sign in to the email account that you used in Step 1.

Step 3blank.gif If the outgoing message is not received at the email address that you specified in Step 1, do the following sub-steps to troubleshoot the problem:

a.blank.gif Verify that the SMTP smart host setting is configured in Cisco Unity Connection Administration. For details, see the “Task List for Configuring SpeechView” section in the “SpeechView” chapter of the System Administration Guide for Cisco Unity Connection Release 10.x, available at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/administration/guide/10xcucsagx/10xcucsag130.html.

b.blank.gif Verify that Unity Connection can reach the smart host using the CLI command utils network ping <smarthost>.

c.blank.gif Verify that the smart host is configured to route messages from the Unity Connection server to the outside world.

d.blank.gif Review the logs on the smart host server.

Step 4blank.gif Repeat Step 1 through Step 3 until the test message successfully arrives at the email address you specified in Step 1.

Step 5blank.gif Reply to the test message. Do not change the subject line.

Step 6blank.gif If the incoming reply message is not received by the CLI test, do the following sub-steps to troubleshoot the problem:

a.blank.gif Verify that the email address entered in the Incoming SMTP Address field on the Unified Messaging > SpeechView Transcription > Service page in Cisco Unity Connection Administration is being routed correctly. It must be routed by your email infrastructure to the “stt-service” account on the Unity Connection server domain.

For example, if the Incoming SMTP Address is “transcriptions@example.com,” the email system must be configured to route transcriptions@example.com to stt-service@connection.example.com.

b.blank.gif View the Unity Connection SMTP Server component log files to see if the message reached Unity Connection. The SMTP logs are located in diag_SMTP_*.uc. If you see “untrusted client Unity Connection refused” messages in the log files, you need to configure Unity Connection to trust incoming traffic from your email system.

For details on configuring Unity Connection to trust incoming traffic from your email system, see the “Task List for Configuring SpeechView” section in the “SpeechView” chapter of the System Administration Guide for Cisco Unity Connection Release 10.x, available at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/administration/guide/10xcucsagx/10xcucsag130.html.

c.blank.gif View the log files for your email infrastructure for additional clues.

Step 7blank.gif Repeat Step 5 through Step 6 until the test message reply is received.

Step 8blank.gif If the test continues to fail, enable traces and contact Cisco TAC. See the “Using Diagnostic Traces to Troubleshoot SpeechView” section.

 

Troubleshooting Transcription Notifications

The problem with transcription notifications may be solved by any of the steps in the procedure, which are arranged in order of likelihood. After each step, retest transcription notifications, and if the problem has not been resolved, continue on to the next step in the procedure.

To Troubleshoot Transcription Notifications

Step 1blank.gif Confirm that messages are being transcribed by following Step 1. through Step 3. in the “Task List for Troubleshooting SpeechView” section.

Step 2blank.gif Confirm that the Send Transcriptions of Voice Messages setting is enabled for the SMS or SMTP notification device on the Edit Notification Device page for the user account in Cisco Unity Connection Administration.

Step 3blank.gif If the message is a secure message, confirm that the user belongs to a class of service that allows transcriptions of secure messages to be sent to notification devices.

Step 4blank.gif Test to see whether the SMS or SMTP notification device receives non-transcription messages by doing the following sub-steps:

a.blank.gif Verify that the device is configured to notify the user for All Voice Messages.

b.blank.gif Send a voice message to the user.

c.blank.gif If the device is not receiving any notifications, see the “Troubleshooting Notification Devices in Cisco Unity Connection 10.x” chapter for further troubleshooting information.

Step 5blank.gif If these steps do not resolve the problem, enable traces and contact Cisco TAC. See the “Using Diagnostic Traces to Troubleshoot SpeechView” section.

 

Messages that Cannot be Transcribed

The third-party transcription service may have problems transcribing messages if the recording is inaudible or if the sender was speaking in a language that is not supported by the transcription service. In these cases, the service returns a transcription that instructs the user to call Unity Connection to listen to the message.

Using Diagnostic Traces to Troubleshoot SpeechView

You can use Unity Connection traces to troubleshoot problems with the SpeechView transcription feature.

Enable the following micro traces to troubleshoot SpeechView problems:

  • MTA (level 10, 11, 12, 13)
  • SMTP (all levels)
  • SttClient (all levels)
  • SttService (all levels)
  • SysAgent (level 10, 11, 12, 16)
  • Notifier (level 16, 21, 25, 30) —if you are troubleshooting problems with delivery to notification devices.

For detailed instructions on enabling and collecting diagnostic traces, see the “Diagnostic Traces in Cisco Unity Connection 10.x” chapter.