Cisco 1.4 - Manuals

Contents vi Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Calls Transferred to Voice Mail Too Quickly 6-4 Dial Rules Not Working Properly 6-4 Calls Dropping 6-4 Callers Hear “We Are Experiencing Technical Difficulties, Please Call Back Later” 6-4 Personal Assistant Is...

ix Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Preface This preface describes who should read this publication and its document conventions. Overview The Cisco Personal Assistant Installation and Administration Guide provides you with the information you need to und...

x Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Preface Related Documentation The tasks described in this guide are considered to be administration-level tasks. Because of the close interaction of Personal Assistant with Cisco CallManager, these tasks require you to b...

xi Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Preface Obtaining Documentation Document Conventions The Cisco Personal Assistant Installation and Administration Guide uses the following conventions: The Cisco Personal Assistant Installation and Administration Guide ...

xii Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Preface Documentation Feedback You can access the Cisco website at this URL: http://www.cisco.com You can access international Cisco websites at this URL: http://www.cisco.com/public/countries_languages.shtml Ordering ...

xiii Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Preface Obtaining Technical Assistance Access to all tools on the Cisco Technical Support Website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, ...

xiv Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Preface Obtaining Additional Publications and Information Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your busi...

C H A P T E R 1-1 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 1 Planning for Personal Assistant Before you install Cisco Personal Assistant into your production network, you should take the time to understand it and how it fits in the rest of the IP telephony networ...

1-3 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 1 Planning for Personal Assistant Understanding Personal Assistant Cisco IP Telephony Terminology Personal Assistant and other components of the IP telephony network, such as Cisco CallManager, use terminology ...

1-4 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 1 Planning for Personal Assistant Understanding Personal Assistant Partitions and Calling Search Spaces In a Cisco CallManager setup, each phone extension is assigned to a partition and a calling search space. ...

1-5 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 1 Planning for Personal Assistant Understanding Personal Assistant How Personal Assistant Uses Directories With Personal Assistant, you must have a supported LDAP directory installed, to meet network requiremen...

1-7 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 1 Planning for Personal Assistant Understanding Personal Assistant Personal Assistant and User Interactions The following sections can assist you in understanding how Personal Assistant interacts with users: • ...

1-8 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 1 Planning for Personal Assistant Understanding the Personal Assistant Server and Speech-Recognition Server Access to Personal Assistant The following sequence illustrates the processes involved when users acce...

1-9 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 1 Planning for Personal Assistant Understanding the Personal Assistant Server and Speech-Recognition Server For specific items, such as user names in the corporate directory, the grammar is generated and automa...

1-10 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 1 Planning for Personal Assistant Creating Server Clusters Interactions of the Personal Assistant Server and Speech-Recognition Server Personal Assistant separates the speech-recognition functions from call ro...

1-12 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 1 Planning for Personal Assistant Creating Server Clusters • Whether you enable automatic failover for Personal Assistant server redundancy. Failover ensures that if a server goes down, another server takes ov...

1-13 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 1 Planning for Personal Assistant Creating Server Clusters 2. Choose a server, for example the MCS-7835-H1-IPC1. 3. Determine how to install the Personal Assistant components, for example, whether you want the...

1-14 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 1 Planning for Personal Assistant Creating Server Clusters To create a simple Personal Assistant server cluster, do not specify failover servers in the server configurations when you configure each server thro...

1-15 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 1 Planning for Personal Assistant Creating Server Clusters Effect of Load Balancing on Rule-Based Call Routing If you are not using failover servers, and if a Personal Assistant server becomes disabled, the in...

1-16 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 1 Planning for Personal Assistant Intercepting Calls with Personal Assistant If you defined more than 18 media ports on server A and server B, the servers will not be able to take on the full load of the other...

1-18 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 1 Planning for Personal Assistant Intercepting Calls with Personal Assistant On the other hand, User 5555 can dial User 3000, because the calling search space of User 5555, cssGW, includes the Lobby partition ...

1-22 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 1 Planning for Personal Assistant Intercepting Calls with Personal Assistant When User 1002 dials User 1001, Cisco CallManager uses the calling search space of User 1002, cssPhones, and finds that 1XXX, in the...

1-23 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 1 Planning for Personal Assistant Customizing Implementation of Personal Assistant Why You Need Interceptor Port Error Handling You configure interceptor port error handling to tell Cisco CallManager how to ro...

1-24 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 1 Planning for Personal Assistant Preventing Toll Fraud Preventing Toll Fraud To prevent or limit name-dialing transfers from Personal Assistant to external numbers, we recommend that you use one of the follow...

C H A P T E R 2-1 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 2 Installing and Upgrading Personal Assistant This chapter contains the following sections: • Task List for Installing Personal Assistant on a New System, page 2-1 • Installing Personal Assistant Software...

2-2 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 2 Installing and Upgrading Personal Assistant Installing Personal Assistant Software 4. If the system uses Active Directory for the corporate directory, prepare the directory system to work with Personal Assist...

2-5 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 2 Installing and Upgrading Personal Assistant Task List for Upgrading from Personal Assistant Version 1.3(x) Confirm that the test completes successfully. Step 15 Click OK to complete the configuration. Task Li...

2-6 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 2 Installing and Upgrading Personal Assistant Setting Up Active Directory as the Corporate Directory for Personal Assistant 11. If Cisco CallManager is configured in a cluster, specify the Cisco CallManager int...

2-7 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 2 Installing and Upgrading Personal Assistant Setting Up Active Directory as the Corporate Directory for Personal Assistant Using an LDIF File LDIF is a standard format used to import and export data from an LD...

2-8 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 2 Installing and Upgrading Personal Assistant Disabling McAfee NetShield Services Sample LDIF File Creation For example, assume that the directory is Active Directory and that you are setting up the LDIF file P...

2-9 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 2 Installing and Upgrading Personal Assistant Re-Enabling Cisco Security Agent for Cisco Personal Assistant Step 6 Close the Services MMC. Re-Enabling Cisco Security Agent for Cisco Personal Assistant To Re-Ena...

3-2 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 3 Configuring Cisco CallManager for Personal Assistant Setting Up Cisco IP Phone Route Plans • PACSS—includes the PAManagedEmployee and Employee partitions The examples are based on a single Cisco CallManager c...

3-3 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 3 Configuring Cisco CallManager for Personal Assistant Setting Up Personal Assistant to Intercept Calls Step 2 Click Add a New Calling Search Space . The Calling Search Space Configuration page opens. Step 3 In...

3-4 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 3 Configuring Cisco CallManager for Personal Assistant Setting Up Personal Assistant to Intercept Calls • Updating the Partition for Managed Phones, page 3-8 Creating the Personal Assistant Partitions Do the fo...

3-7 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 3 Configuring Cisco CallManager for Personal Assistant Setting Up Personal Assistant to Intercept Calls Step 14 Continue with the following “To Create Translation Patterns to Correspond to the Personal Assistan...

3-8 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 3 Configuring Cisco CallManager for Personal Assistant Setting Up the Personal Assistant Number Updating the Partition for Managed Phones To convert a phone to Personal Assistant management, assign the phone to...

3-9 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 3 Configuring Cisco CallManager for Personal Assistant Adding Personal Assistant as a JTAPI User Step 8 In the Directory Number field, enter the phone number to be used for calling Personal Assistant (for examp...

3-10 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 3 Configuring Cisco CallManager for Personal Assistant Adding Media Ports for Personal Assistant Adding Media Ports for Personal Assistant Media ports terminate the media between Personal Assistant and the end...

C H A P T E R 4-1 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 4 Configuring Personal Assistant The following sections describe how to configure Personal Assistant: • Personal Assistant Configuration Task List, page 4-1 • Logging On to and Out of the Personal Assista...

4-4 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 4 Configuring Personal Assistant Configuring Speech Recognition Step 4 Click Session > Logout in the menu bar to log out of the system when you are finished configuring Personal Assistant. The system automat...

4-7 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 4 Configuring Personal Assistant Configuring Telephony Providers Configuring Telephony Providers You must configure the telephony interface between Personal Assistant and the Cisco CallManager clusters so that ...

4-10 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 4 Configuring Personal Assistant Specifying the Cisco CallManager Internal Directory Configuration (Personal Assistant Version 1.4(3) or Later) Specifying the Cisco CallManager Internal Directory Configuration...

4-12 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 4 Configuring Personal Assistant Configuring Messaging – Adding Personal Assistant Without Previously Defined Partitions, page 1-20 • Failover Server Names—The ordered list of servers that should take over for...

4-14 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 4 Configuring Personal Assistant Configuring Enhanced Text to Speech We recommend that you use 2000 milliseconds for a Cisco Unity system, and 4000 milliseconds for other systems, such as Octel. c. Add each vo...

4-15 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 4 Configuring Personal Assistant Creating a Simple Automated Attendant Step 6 Click Test to validate the configuration. Note that while the Personal Assistant server and the TTS server are not required to be i...

4-16 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 4 Configuring Personal Assistant Creating Dialing Rules Step 7 Click Save . The automated attendant is now operational. Creating Dialing Rules You can create global dialing rules to automatically modify outgoi...

4-17 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 4 Configuring Personal Assistant Configuring Directory Lookup Rules Tip To change a rule, find it in the list of rules, modify the properties as desired, and click Update on the line with the rule. To change t...

4-18 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 4 Configuring Personal Assistant Configuring Directory Hierarchies • New Prefix—Enter the string of digits that Personal Assistant will add to the front of the dialed number, after removing the specified numbe...

4-19 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 4 Configuring Personal Assistant Setting Up Systemwide Rules Step 6 In the LDAP Search Filter field, enter the LDAP search filter that defines the group. You must know the correct LDAP expression used by your ...

4-20 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 4 Configuring Personal Assistant Integrating Personal Assistant with a Cisco Unity Voice Messaging System To Create and Activate Systemwide Rules Step 1 In the Personal Assistant Administration, select Systemw...

4-24 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 4 Configuring Personal Assistant Integrating Personal Assistant with Exchange 5.5 Octel system as the people who are being called), and which calls Octel would treat as external calls (calls from callers who d...

C H A P T E R 5-1 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 5 Preparing Users for Personal Assistant There are some configuration changes that you can make that affect how users use Personal Assistant. You should communicate these changes if you make them. In gene...

5-2 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 5 Preparing Users for Personal Assistant Dialing Personal Assistant Dialing Personal Assistant You need to tell users what number to dial to access Personal Assistant in order to use the dial-by-name feature, t...

5-3 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 5 Preparing Users for Personal Assistant How Administrative Changes Affect Users • Reset the recorded name—You can erase the name a user recorded, which forces the user to rerecord the name the next time they c...

C H A P T E R 6-1 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 6 Troubleshooting Personal Assistant This chapter contains the following sections: • Resolving Problems with Using Personal Assistant, page 6-1 • Resolving Problems with Managing Personal Assistant, page ...

6-2 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 6 Troubleshooting Personal Assistant Resolving Problems with Using Personal Assistant • Message Waiting Indicator Does Not Work, page 6-6 • All Users Cannot Browse Voice Mail, page 6-7 • Some Users Cannot Brows...

6-3 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 6 Troubleshooting Personal Assistant Resolving Problems with Using Personal Assistant Users Cannot Make Conference Calls (Cisco CallManager 3.3 or Later) If you are using Cisco CallManager version 3.3 or later ...

6-4 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 int...

6-5 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 6 Troubleshooting Personal Assistant Resolving Problems with Using Personal Assistant – Refresh the speech grammar by clicking Refresh Now on the Speech Services Configuration page (System > Speech Services)...

6-6 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 6 Troubleshooting Personal Assistant Resolving Problems with Using Personal Assistant For example, user A has the DN 2001 and user B has the DN 2002. Two Personal Assistant interceptor port route points with th...

6-7 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 6 Troubleshooting Personal Assistant Resolving Problems with Using Personal Assistant All Users Cannot Browse Voice Mail If users are transferred to the main voice mail number when they try to access voice mail...

6-8 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 6 Troubleshooting Personal Assistant Resolving Problems with Using Personal Assistant Step 4 In the Microsoft Exchange Server window, verify the Cisco Unity server name in the Microsoft Exchange Server field. I...

6-9 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 6 Troubleshooting Personal Assistant Resolving Problems with Using Personal Assistant If you are using Cisco Unity with Personal Assistant, verify that the two Personal Assistant services are running under an a...

6-10 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 6 Troubleshooting Personal Assistant Resolving Problems with Managing Personal Assistant Resolving Problems with Managing Personal Assistant The following sections provide resolutions to problems you might enc...

6-11 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 6 Troubleshooting Personal Assistant Troubleshooting Failed System Refreshes To resolve the problem, restart all license managers and speech servers from the control center (System > Control Center). If the...

6-12 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 6 Troubleshooting Personal Assistant Monitoring Server Status Step 2 Verify the DNS names or IP addresses in the Speech Recognition Server Hosts and the Speech Recognition License Manager Hosts lists. If any i...

6-14 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 6 Troubleshooting Personal Assistant Collecting Call History Information Collecting Call History Information Personal Assistant maintains call history logs that you can use to help identify toll fraud. These l...

6-15 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 6 Troubleshooting Personal Assistant Collecting Trace and Debug Information • Personal Assistant Speech Server —lists the speech server systems in the cluster The status of one type of server does not affect t...

6-16 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 6 Troubleshooting Personal Assistant Integrating with Network Management Systems • PASCCP—The Skinny protocol subsystem. • PARULES—The rules-based call routing subsystem. This applies only to the user interfac...

6-17 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Chapter 6 Troubleshooting Personal Assistant Integrating with Network Management Systems Monitoring Personal Assistant Subsystem Status Personal Assistant supports the SYSAPPL-MIB that allows you to use CiscoWorks2000...

A-1 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 A P P E N D I X A Personal Assistant Administration Page Reference The following sections describe the fields on the pages of the Personal Assistant Administration interface. • AA Prompt Configuration, page A-1 • Contr...

A-2 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Appendix A Personal Assistant Administration Page Reference Control Center If you support multiple locales, you can install a different prompt for each locale, spoken in the applicable language. When someone calls the ...

A-3 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Appendix A Personal Assistant Administration Page Reference Corporate Directory Settings Corporate Directory Settings The Corporate Directory Settings page opens when you select System > Corporate Directory Settings...

A-6 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Appendix A Personal Assistant Administration Page Reference Cisco CallManager Internal Directory Configuration Cisco CallManager Internal Directory Configuration The Cisco CallManager Internal Directory Configuration p...

A-7 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Appendix A Personal Assistant Administration Page Reference Directory Hierarchy Configuration You can also modify, rearrange, or delete rules, as follows: • To modify a rule, change the rule and click Update. • To chan...

A-8 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Appendix A Personal Assistant Administration Page Reference Directory Lookup Rules If the changes to the directory hierarchy configuration need to take effect immediately, go to the System > Speech Services Configur...

A-9 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Appendix A Personal Assistant Administration Page Reference Enhanced Text to Speech Configuration calling party. For example, if the incoming call is from 51234, but the corporate directory uses 10-digit numbers, you c...

A-10 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Appendix A Personal Assistant Administration Page Reference Messaging Configuration Table A-8 describes the fields on the Enhanced TTS Configuration page. Use the Enhanced TTS Configuration page to configure the setti...

A-12 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Appendix A Personal Assistant Administration Page Reference Miscellaneous Settings Miscellaneous Settings The Miscellaneous Settings page displays when you select System > Miscellaneous Settings. Internal DTMF Redi...

A-15 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Appendix A Personal Assistant Administration Page Reference Reset User Information Reset User Information The Reset User Information page opens when you select System > Reset User Information. Table A-11 describes ...

A-16 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Appendix A Personal Assistant Administration Page Reference Server Configuration Server Configuration The Server Configuration page opens when you select Servers > Server Configuration. Table A-12 describes the fie...

A-21 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Appendix A Personal Assistant Administration Page Reference Speech Services Configuration Speech Services Configuration The Speech Services Configuration page opens when you select System > Speech Services. Table A...

A-25 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Appendix A Personal Assistant Administration Page Reference Systemwide Rule Options Systemwide Rule Options The Systemwide Rule Options page opens when you select Systemwide Rules > Systemwide Rule Options. Table A...

A-26 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 Appendix A Personal Assistant Administration Page Reference Telephony Configuration Use the Systemwide Rule Sets page to create sets of rules that can be applied to all calls that come through the Personal Assistant s...

IN-1 Cisco Personal Assistant 1.4 Installation and Administration Guide OL-4590-03 I N D E X A AA Route Address, field description A-17 AA Route Point, field description A-20 Administrator E-mail Address Messaging Configuration Page, field description A-12 Speech Services Configuration page, field d...