Troubleshooting Voice Director

This section suggests solutions for some common problems you may experience when using Voice Director. Additional troubleshooting suggestions are included in the Voice Director online help and throughout the Voice Director documentation. See NT Application Log for information pertaining to the Event Viewer.

If you experience a problem, the first action you should take is check the status of the Voice Director feature on the Windows NT Workstation. To check the status:

1. On the Windows NT Workstation, slide your cursor over of the Voice Director icon located in the lower right corner of your Windows NT Workstation.
2. A popup displays indicating the current status.


 


Note: If Voice Director is properly running, the correct status for the feature is Voice Director Recognition Running. See Verifying the Status of Voice Director for an explanation of the various status levels.

Verifying Connectivity

If the status does not indicate a problem, send a 'ping' from the Intuity AUDIX machine to the Voice Director server to verify connectivity. To ping the Voice Director server:

1. Select Customer/Services Administration from the Intuity Main Menu.

The Customer/Service Administration screen displays.

2. Select Diagnostics.

The Diagnostics screen is displayed.

3. Select TCP/IP Diagnostics.
4. Select Send & Receive Test Packets.

If the problem persists, try stopping and restarting the Voice Director server. See Basic Operations for instructions to complete these actions.

If Voice Director is properly running and you are still experiencing undesirable results, consider the following:
 

Speaking style	Use a natural tone and pace. Over enunciating or yelling does not make the recognizer "hear" better. Speak to be understood. Speak just the first and last name.
Speaking rate	Speak without pausing between first and last name. A pause greater than .5 seconds could impact results.
Environment	Speak normally, do not speak too quietly. Noisy environments can impair accuracy. Cell/speaker phone can be less accurate or have "drop outs" where the recognizer does not hear the caller.
Similar name in grammar	Reduce grammar size either by selecting fewer Intuity AUDIX machines or carefully reviewing the grammar to eliminate unnecessary entries. Turn on choices.

The following table provides a list of problems and resolutions you can review to troubleshoot Voice Director.
 

Table: Troubleshooting Voice Director

Voice Director Server Status	Explanation	Solutions
Voice Director service not running	When the status is indicated, you know that the software is installed but the service is not running.	Check the level of service indicated in the tray of the taskbar. See Verifying the Status of Voice Director for descriptions of the various levels of service.
Voice Director service running but has not made (or lost) the network connection with the Intuity AUDIX.	This may be a temporary state. The software attempts to correct detected problems by disconnecting, waiting, and reconnecting. Note: The default "waiting" period is 10 minutes.	Check to verify Voice Director is turned on. Check the Intuity AUDIX IP address located in the Voice Director Control Panel Applet. Ping the Intuity AUDIX system.
Voice Director service connected.	Networking between the Voice Director server and the Intuity AUDIX is established. However, the a pronunciation database is not created. The recognition services have not been assigned to the Windows NT Workstation.	Verify the Voice Director server IP address is correct in the Voice Director Administration screen. Verify Number of Services is specified for the Voice Director IP address. See Voice Director Administration Screen for information on administering this screen.
Voice Director recognition is running.	Following a successful installation, the Intuity AUDIX has sent configuration data and grammars to the Voice Director server. The recognition engines have started and you need to verify selected entries in the pronunciation database.	Execute President's Name test. See Testing Name Dialing for information on running this test.
Cursor won't move, Voice Director locked up.	There is a problem with the Windows operating system or personal computer.	User should exit and restart Voice Director and the operating system. Reboot the personal computer if necessary.
Voice Director does not play messages or connect to the Intuity AUDIX machine.	There is a problem with the LAN or TCP/IP connection.	Have the PC/LAN administrator ping the server. Bring up another Windows-based application that uses the LAN. For example, try printing a page using another application. Check that the correct TCP/IP drivers are installed on the PC drive. Have the PC/LAN administrator check the physical connections between the PC and the LAN and the LAN interface card configuration.
The user cannot access Voice Director.	The user may not be administered for Voice Director.	Check that the user is properly administered, either individually or through Class of Service. See Using the Class of Service Screen for information on administering the Class of Service screen. Verify that the Intuity AUDIX machine was rebooted after TCP/IP administration was performed.
Speech recognition is not offered all of the time.	If speech recognition is not available all of the time, it is possible that not all Voice Director servers are not running. This would occur if a server was manually taken down or went down for other reasons. This problem also occurs when additional channels need added to the system.	Check the number of network services running versus number of services purchased. The number running cannot exceed the number purchased. Consider purchasing additional channels or adding an additional Voice Director server.
A name is mis-recognized.	If a particular name is constantly mis-recognized (especially if the caller can be recognized using other names) then most likely the person is either not in the pronunciation database at all or has a different pronunciation as spoken by the caller.	Use the Pronunciation Editor see if the person is in the grammar with a first name then last name form.
Voice Director rejects name (does not respond to speech).	The term 'rejected' means that the recognizer does not offer a name or extension number. This could be that the 'endpointer' within the recognizing is not detecting speech. The caller may be calling from a noisy location, a speaker phone, or speaking too softly.	Check the environment.

Basic operations include starting and stopping the Voice Director server. The following table describes the steps necessary to complete these operations.
 

Table: Basic Operations

Requirement	Method	Steps
Starting Voice Director Server	NT Workstation Resource Kit 'sc'	Type Sc\\<machine | IP address> start Voice Director
	DOS	Type Sc\\<machine | IP address> start Voice Director
Starting Voice Director on the Intuity AUDIX	UNIX	Type net start Voice Director
Stopping Voice Director	NT Workstation Resource Kit 'sc'	Type Sc\\<machine | IP address> stop Voice Director
	DOS	Type Sc\\<machine | IP address> start Voice Director
Stopping Voice Director on the Intuity AUDIX	UNIX	Type net stop Voice Director
Shutdown the Windows NT Workstation	Windows	Click Start. Slide the cursor to Programs. Click Resource Kit 4.0. Click Management. Click Shutdown Workstation.
	Remote	Shutdown/R/Y\\<machine IP address> where /R represents reboot and /Y represents YES. This prompt is necessary to save data prior to exiting the application.

NT Application Log

The application log is a collection of data that is viewable using the Event Viewer. Voice Director writes messages to the application log for logins and reboots. The security log contains messages pertaining to service start-up failures. The following table indicates messages Voice Director might generate.

 

Note: The response returned by Voice Director is shown as <message>.

 

Event	Type	Source	Detailed Description
0	Error	VoiceDir	VoiceDir Service: <message>.
1	Informational	VoiceDir	VoiceDir Service has started successfully.
3	Error	VoiceDir	VoiceDir Service has stopped.
4	Informational	VoiceDir	VoiceDir Service <message> restarted.
5	Error	VoiceDir	VoiceDir Service unable to install handler.
6	Informational	VoiceDir	VoiceDir Service unknown service request.
7	Error	VoiceDir	VoiceDir Service unable to initialize Windows socket interface, error <message>.
8	Error	VoiceDir	VoiceDir Service unable to initialize, error <message>.
9	Error	VoiceDir	VoiceDir Service unable to initialize socket connection, error <message>.
10	Informational	VoiceDir	Socket connection is terminating.
11	Informational	VoiceDir	Too many recognizers were requested, not all were started.
12	Error	VoiceDir	Voice Director Service unable to reconnect, error <message>.
13	Informational	VoiceDir	Voice Director Service successfully connected to host.
14	Error	VoiceDir	Voice Director Service unable to respawn recognizer, error <message>.
15	Informational	VoiceDir	Voice Director Service unknown wait object.
16	Error	VoiceDir	Voice Director Service unable to start retry timer, error <message>.
17	Informational	VoiceDir	Voice Director Service will retry connection in <message> minutes.
18	Error	VoiceDir	Voice Director Service unable to spawn recognizer, error <message>.
19	Informational	VoiceDir	Voice Director Service running under debug level <message>.
20	Error	VoiceDir	Voice Director Service encountered an error <message> while processing a socket message.
21	Informational	VoiceDir	Voice Director Service was asked to shutdown.

Viewing the NT Event Viewer

To view the NT Event Viewer:

1. Click Start.
2. Click Run.
3. Type eventvwr in the Open: dialog box.
4. Click OK.

If the system cannot find eventvwr.exe or you want to check the event log for a different machine on the network:

1. Click Start.
2. Point to Programs.
3. Point to Administrative Tools (Common).
4. Click Event Viewer.
5. Select Log from the Menu bar.
6. Select Computer.
7. Select the name or IP address of your computer name from the list of names provided.
8. Click OK.

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