Recognition Never Times Out; Alternate Pronunciations And Nicknames Are Not Recognized; Reduced Call Completion Rate Under Heavy Load While Using An Mrcp Asr Group - Cisco Unified Contact Center Express Servicing And Troubleshooting Manual

Automatic Speech Recognition (ASR) Problems

Recognition never times out

Symptom
Error Message None.
Possible Cause
Recommended Action
ASR software provider, set the initial timeout value to the smallest value greater than 0 (zero). For other
ASR vendors, simply set the initial timeout to 0 (zero).

Alternate pronunciations and nicknames are not recognized

Symptom
used in the ASR mode.
Error Message None.
Possible Cause
Recommended Action
Complete the following steps:
Step 1 Select Tools > User Management > Name Grammar Generation. (Run the Name Grammar Generator
at off-peak times.)
Step 2 Verify that you have select 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."
Reduced call completion rate under heavy load while using an MRCP ASR
Group
Symptom
have a reduced call completion rate.
Error Message None.
Possible Cause
Recommended Action
additional 20 percent. For example, if your application requires 100 MRCP ASR channels, then
configure 120 MRCP ASR channels. Complete the following steps:
Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
8-54
While waiting for speech input, speech recognition waits indefinitely.
This problem is caused by setting the initial timeout value to 0 (zero). The problem will
occur only if the ASR provider is Nuance. Nuance defines an initial timeout value of zero to mean
that it will never time out. Other vendors interpret this value to mean that it must time out
immediately.
If an immediate timeout is required, do the following: When using Nuance as the
Alternate pronunciations and nicknames are not recognized in the Name to User step when
The Name Grammar Generator was not run after a new CRS installation or after you
added or changed a nickname or pronunciation in the user administration page.
Run the Name Grammar Generator.
Under heavy load, calls that utilize a channel from an MRCP ASR Dialog Control Group, can
The MRCP channels utilized by calls can take some additional time to clean up all the
sessions set up with MRCP resources.
Overprovision MRCP ASR Dialog Control Groups by a factor of 1.2 or by an
Chapter 8 Troubleshooting Tips