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Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
Chapter 8 Troubleshooting Tips
Automatic Speech Recognition (ASR) Problems
Error message appears indicating connection with database is broken
Symptom During generation of an Agent Detail Report or an Abandoned Call Detail Activity Report, an
error message might appear indicating that the connection with the database has been broken.
Error Message Connection with database is broken.
Possible Cause This message might appear if the system is under a heavy load when either of these
reports is generated. A heavy load can include tens of thousands of calls during the report period or
the maximum number of skills configured in the system.
Recommended Action To work around this problem, reduce the length of the report period or reconfigure
CSQs so that there are more CSQs with fewer skills each.
Automatic Speech Recognition (ASR) Problems
This section contains the following troubleshooting tips on Media Resource Control Protocol (MRCP)
ASR problems:
• Names are not recognized, page 8-53
• Recognition never times out, page 8-54
• Alternate pronunciations and nicknames are not recognized, page 8-54
• Reduced call completion rate under heavy load while using an MRCP ASR Group, page 8-54
• MRCP ASR subsystem is out of service, page 8-55
• Changes, additions, or deletions to MRCP ASR Providers, MRCP Servers, or Groups do not take
effect, page 8-55
• Calling a route point with an MRCP ASR Dialog Group results in default treatment, page 8-56
Names are not recognized
Symptom For calls that have been allocated a channel from a MRCP ASR Dialog Control Group, names
are not consistently recognized by the Name to User step.
Error Message None.
Possible Cause The Name Grammar Generator was not run after a new CRS installation or after you
added or changed an existing name.
Recommended Action Run the Name Grammar Generator.
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."