Cisco Personal Assistant User Manual

Download

Cisco Personal Assistant Installation and Administration Guide

Release 1.4 Revised November 29, 2004

Corporate Headquarters

Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000

800 553-NETS (6387)

Fax: 408 526-4100

Text Part Number: OL-4590-03

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.

THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.

The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California.

NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS” WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.

IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

CCIP, CCSP, the Cisco Arrow logo, the Cisco Powered Network mark, Cisco Unity, Follow Me Browsing, FormShare, and StackWise are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, and iQuick Study are service marks of Cisco Systems, Inc.; and Aironet, ASIST, BPX, Catalyst, CCDA, CCDP, CCIE, CCNA, CCNP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, the Cisco IOS logo, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Empowering the Internet Generation, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, GigaDrive, GigaStack, HomeLink, Internet Quotient, IOS, IP/TV, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, LightStream, Linksys, MeetingPlace, MGX, the Networkers logo, Networking Academy, Network Registrar, Pac ke t, PIX, Post-Routing, Pre-Routing, ProConnect, RateMUX, Registrar, ScriptShare, SlideCast, SMARTnet, StrataView Plus, SwitchProbe, TeleRouter, The Fastest Way to Increase Your Internet Quotient, TransPath, and VCO are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.

All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0403R)

IMPLIED, INCLUDING, WITHOUT

Cisco Personal Assistant 1.4 Installation and Administration Guide

Preface ix

Overview ix

Audience ix

Overview

Preface

This preface describes who should read this publication and its document conventions.

The Cisco Personal Assistant Installation and Administration Guide provides you with the information you need to understand, install, configure, and manage the Cisco

The following table provides an overview of the organization of this guide.

Personal Assistant application.

Audience

Chapter Description

Chapter 1, “Planning for Personal Assistant” Explains what Personal Assistant does for your

users, how it works, and how it fits into your IP telephony network.

Chapter 2, “Installing and Upgrading Personal Assistant”

Chapter 3, “Configuring Cisco CallManager for Personal Assistant”

Chapter 4, “Configuring Personal Assistant” Provides procedures for configuring

Chapter 5, “Preparing Users for Personal Assistant”

Chapter 6, “Troubleshooting Personal Assistant” Provides tips for resolving problems with

Appendix A, “Personal Assistant Administration Page Reference”

Outlines the tasks and provides procedures for installing and upgrading Personal

Provides procedures for configuring Cisco

CallManager for use with

Personal

Describes information you should communicate to your users.

Personal

Describes the fields on the pages used in the Cisco interface.

Assistant.

Personal Assistant Administration

Assistant.

OL-4590-03

Network engineers, system administrators, and telecom engineers should review this guide to learn the steps required to properly set up Personal

Assistant in the network.

Cisco Personal Assistant 1.4 Installation and Administration Guide

Help and Document Conventions

The Personal Assistant Help system provides task-oriented Help and context-sensitive Help that is available from every window that contains a Help menu or button.

Preface

Using Help

The Help system includes an index and is organized the same way as the Personal Assistant documentation set.

You can access Help in any of the following ways:

• From the Help menu:

–

Access Help for the page you are viewing by selecting Help > For This Screen.

–

Access the contents of the Help system by selecting Help > Contents and Index.

• For a printed version of the manual associated with the application, or to view or search an Adobe

Acrobat version of the Help system, click the PDF button in the top left of the Help system. If you have Adobe Acrobat installed (either as an independent application or as a plug-in to your browser), the document opens.

From Acrobat, you can search the entire manual, print the entire manual or selected pages, or read the manual online. Click the Bookmarks and Page button to view a table of contents for the document in the left-hand margin if it is not already displayed. The bookmarks provide an easy way to navigate through the document.

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Preface

Document Conventions

The Cisco Personal Assistant Installation and Administration Guide uses the following conventions:

Convention Description

boldfaced text Boldfaced text is used for:

< >

(angle brackets)

italic text Arguments for which you supply values are in italics.

(right angle bracket)

• Key and button names. (Example: Click OK.)

• Information that you enter. (Example: Enter

Administrator in the User Name box.)

Angle brackets are used around parameters for which you supply a value. (Example: In the Command Prompt window, enter ping <IP Address>.)

A right angle bracket is used to separate selections that you make:

• On menus. (Example: On the Windows Start menu,

click Settings Modem Options.)

• In the graphical user interface of the

Personal

> Control Panel > Phone and

Assistant Administration.

Obtaining Documentation

The Cisco Personal Assistant Installation and Administration Guide also uses the following conventions:

Note Means reader take note. Notes contain helpful suggestions or references to material not covered in the

publication.

Caution Means reader be careful. In this situation, you might do something that could result in equipment

damage or loss of data.

Obtaining Documentation

Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain technical assistance and other technical resources. These sections explain how to obtain technical information from Cisco Systems.

Cisco.com

You can access the most current Cisco documentation at this URL:

http://www.cisco.com/univercd/home/home.htm

OL-4590-03

Cisco Personal Assistant 1.4 Installation and Administration Guide

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 Documentation

You can find instructions for ordering documentation at this URL:

http://www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm

You can order Cisco documentation in these ways:

• Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from

the Ordering tool:

http://www.cisco.com/en/US/partner/ordering/index.shtml

• Nonregistered Cisco.com users can order documentation through a local account representative by

calling Cisco Systems Corporate Headquarters (California, USA) at 408 North America, by calling 1 800

Preface

526-7208 or, elsewhere in

553-NETS (6387).

Documentation Feedback

You can send comments about technical documentation to bug-doc@cisco.com.

You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address:

Cisco Systems Attn: Customer Document Ordering 170 West Tasman Drive San Jose, CA 95134-9883

We appreciate your comments.

Obtaining Technical Assistance

For all customers, partners, resellers, and distributors who hold valid Cisco service contracts, Cisco Technical Support provides 24-hour-a-day, award-winning technical assistance. The Cisco Technical Support Website on Cisco.com features extensive online support resources. In addition, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not hold a valid Cisco service contract, contact your reseller.

Cisco Technical Support Website

xii

The Cisco Technical Support Website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day, 365 days a year, at this URL:

http://www.cisco.com/techsupport

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Preface

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, you can register at this URL:

http://tools.cisco.com/RPF/register/register.do

Note Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting

a web or phone request for service. You can access the CPI tool from the Cisco Technical Support Website by clicking the Too l s & R e so u rce s link under Documentation & Tools. Choose Cisco Product

Identification Tool from the Alphabetical Index drop-down list, or click the Cisco Product Identification Tool link under Alerts & RMAs. The CPI tool offers three search options: by product ID

or model name; by tree view; or for certain products, by copying and pasting show command output. Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call.

Submitting a Service Request

Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco TAC engineer. The TAC Service Request Tool is located at this URL:

Obtaining Technical Assistance

http://www.cisco.com/techsupport/servicerequest

For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco TAC engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly.

To open a service request by telephone, use one of the following numbers:

Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227) EMEA: +32 2 704 55 55 USA: 1 800 553-2447

For a complete list of Cisco TAC contacts, go to this URL:

http://www.cisco.com/techsupport/contacts

Definitions of Service Request Severity

To ensure that all service requests are reported in a standard format, Cisco has established severity definitions.

Severity 1 (S1)—Your network is “down,” or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.

Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.

OL-4590-03

Severity 3 (S3)—Operational performance of your network is impaired, but most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.

Cisco Personal Assistant 1.4 Installation and Administration Guide

xiii

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 business operations.

Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is available from various online and printed sources.

• Cisco Marketplace provides a variety of Cisco books, reference guides, and logo merchandise. Visit

Cisco Marketplace, the company store, at this URL:

http://www.cisco.com/go/marketplace/

• The Cisco Product Catalog describes the networking products offered by Cisco Systems, as well as

ordering and customer support services. Access the Cisco Product Catalog at this URL:

http://cisco.com/univercd/cc/td/doc/pcat/

• Cisco Press publishes a wide range of general networking, training and certification titles. Both new

and experienced users will benefit from these publications. For current Cisco Press titles and other information, go to Cisco Press at this URL:

http://www.ciscopress.com

Preface

• Pack et magazine is the Cisco Systems technical user magazine for maximizing Internet and

networking investments. Each quarter, Packet delivers coverage of the latest industry trends, technology breakthroughs, and Cisco products and solutions, as well as network deployment and troubleshooting tips, configuration examples, customer case studies, certification and training information, and links to scores of in-depth online resources. You can access Packet magazine at this

URL:

http://www.cisco.com/packet

• iQ Magazine is the quarterly publication from Cisco Systems designed to help growing companies

learn how they can use technology to increase revenue, streamline their business, and expand services. The publication identifies the challenges facing these companies and the technologies to help solve them, using real-world case studies and business strategies to help readers make sound technology investment decisions. You can access iQ Magazine at this URL:

http://www.cisco.com/go/iqmagazine

• Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering

professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:

http://www.cisco.com/ipj

• World-class networking training is available from Cisco. You can view current offerings at

this

URL:

http://www.cisco.com/en/US/learning/index.html

xiv

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

CHA P TER

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 network. You should also determine the best server configuration to support your users.

Use the following sections to learn about the features and components of Personal Assistant, how it works, and how it fits into your IP telephony network:

• Understanding Personal Assistant, page 1-1

• Understanding the Personal Assistant Server and Speech-Recognition Server, page 1-8

• Creating Server Clusters, page 1-10

• Intercepting Calls with Personal Assistant, page 1-16

• Customizing Implementation of Personal Assistant, page 1-23

• Preventing Toll Fraud, page 1-24

Understanding Personal Assistant

Personal Assistant can selectively handle your incoming calls and help you make outgoing calls. The following sections provide you with an overview of Personal network:

• Personal Assistant Features, page 1-1

• Cisco IP Telephony Terminology, page 1-3

• Role of Personal Assistant in the Cisco IP Telephony Network, page 1-5

• Personal Assistant and User Interactions, page 1-7

Personal Assistant Features

Personal Assistant provides the following features:

Follow-Me Call Transferring

Users can tell Personal Assistant to use an alternate phone number as their primary location for a period of time. Personal a hotel room phone during a business trip.

Assistant routes calls to the follow-me phone. For example, a user could route calls to

Assistant and its role in the IP telephony

OL-4590-03

Cisco Personal Assistant 1.4 Installation and Administration Guide

1-1

Understanding Personal Assistant

Proxy Access

Users can give other users permission to access and manage their Personal Assistant accounts.

Rule-Based Call Routing

Personal Assistant can forward and screen incoming calls based on rules that users devise. Incoming calls can be handled according to caller ID, date and time of day, or the meeting status of the user based on the user calendar (considering information such as office hours, meeting schedules, vacations, or holidays). Personal call to a desk phone can be routed to a cell phone, home phone, or other phone, based on the call routing rules that your users create. An incoming call can even generate an e-mail-based page.

To use rule-based call routing, you must allow Personal Assistant to intercept incoming calls. See the

“Intercepting Calls with Personal Assistant” section on page 1-16 for additional information.

Your users set up these rules through a web-based interface, and activate different sets of rules through the interface or by talking to Personal

Personal Assistant,” for information on how users access the user interface.

Simple Automated Attendant for Dial by Name

You can set up a simple automated attendant to allow callers to reach people by saying their names rather than having to know their phone numbers. See the

page 4-15 for more information.

Chapter 1 Planning for Personal Assistant

Assistant can also selectively route calls to other phone numbers. Thus, an incoming

Assistant over the phone. See Chapter 5, “Preparing Users for

“Creating a Simple Automated Attendant” section on

Speech-Enabled Directory Dialing

Users can dial phone numbers by telling Personal Assistant the applicable name. Personal Assistant obtains the phone number from the corporate directory or personal address book.

To use any speech-enabled feature, you must add a sufficient number of speech and license servers to your Personal

Assistant installation. See the “Creating Server Clusters” section on page 1-10 for

additional information.

Speech-Enabled Simple Ad Hoc Conferencing

Users can initiate conference calls by telling Personal Assistant to set up a conference call with the desired participants or groups.

Speech-Enabled Voice-Mail Browsing

Users can use voice commands to browse, listen to, and delete voice mail messages.

Support for Multiple Locales

You can support users or outside callers who speak different languages. For your users, Personal Personal

Systemwide Rules

Assistant uses the language they select through the user web interface. If you create a Assistant automated attendant, callers can switch between supported locales.

You can set up rules to apply to all calls that come through the Personal Assistant system. For example, you might want to send all incoming calls to user voice mail after regular work hours. See the

“Setting

Up Systemwide Rules” section on page 4-19 for more information.

1-2

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Chapter 1 Planning for Personal Assistant

Cisco IP Telephony Terminology

Personal Assistant and other components of the IP telephony network, such as Cisco CallManager, use terminology and concepts that might not be familiar to you. The following sections explain these concepts and how Personal

• Personal Assistant Interceptor Ports, page 1-3

• CTI Route Points and Media Ports, page 1-3

• Partitions and Calling Search Spaces, page 1-4

• Cisco CallManager Clusters, page 1-4

• How Personal Assistant Uses Directories, page 1-5

Personal Assistant Interceptor Ports

The Personal Assistant interceptor ports identify the phone extensions that Personal Assistant will intercept from Cisco and identify them in the Personal Personal

Assistant to intercept the calls.

Assistant uses them:

CallManager. You configure these ports in Cisco CallManager as CTI route points

Understanding Personal Assistant

Assistant server configuration. The route points configuration allows

You can use wildcards when creating the route points so that one route point covers many extensions. For example, the route point 1XXX covers all extensions from 1000 to 1999.

When you configure the interceptor ports, you should also set up the call forwarding configuration for interceptor port error handling to allow calls to go through to the extension if the Personal server is unavailable. The way you configure interceptor port error handling will differ depending on the version of Cisco

Handling” section on page 1-23 for additional information on interceptor port error handling).

CallManager that the system uses (see the “Why You Need Interceptor Port Error

CTI Route Points and Media Ports

When you assign a phone number to a Personal Assistant server, you must define the extension as a Computer Telephony Integration (CTI) route point in Cisco

Personal Assistant Number” section on page 3-8). The number you assign as the CTI route point is the

phone number your users use to access Personal Assistant.

A CTI route point is a virtual device that lets the Personal Assistant server receive multiple calls simultaneously.

When a user calls the Personal Assistant server phone number that is defined as a CTI route point, Personal add one media port for each simultaneous Personal

Ports for Personal Assistant” section on page 3-10). For example, if you need 24 simultaneous sessions,

add 24 ports. Then, in the Personal Assistant server configuration, you enter 24 as the number of media ports (see the

Assistant assigns the call to an available media port on the server. In Cisco CallManager, you

“Server Configuration” section on page A-16).

Assistant

CallManager (see the “Setting Up the

Assistant session you require (see the “Adding Media

OL-4590-03

If all media ports on a Personal Assistant server are in use, subsequent callers receive a busy signal unless you have set up load balancing (see the

section on page 1-13).

Note If you use Personal Assistant to create an automated attendant, you also create a route point for the

attendant phone number. The attendant uses media ports in the same manner as Personal Assistant.

Cisco Personal Assistant 1.4 Installation and Administration Guide

“Setting Up Personal Assistant Server Load Balancing”

1-3

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.

A partition is a group of devices with similar reachability characteristics. Devices you can place in partitions include IP phones, extensions, and gateways. By default, extensions are assigned to the “none” partition. The “none” partition is a default setting in Cisco non-existent partition.

A calling search space is an ordered list of partitions. When a user makes a call from an extension, the call can only be completed if the dialed number is within a partition identified in the calling search space. The calling search space always includes the none partition.

Calling search spaces and partitions make it possible to separate parts of your phone network. This can be useful if you are providing phone service to a large building occupied by separate companies or organizations (such as an office tower).

You must configure partitions and calling search spaces in Cisco CallManager to enable Personal

Assistant to intercept calls and support rule-based call routing.

Cisco CallManager Clusters

Chapter 1 Planning for Personal Assistant

CallManager that is treated as the null or

Cisco CallManager allows you to create clusters of Cisco CallManager systems that share a common database. Cisco across a converged IP network infrastructure to support IP telephony, to facilitate redundancy, and to provide feature transparency and scalability.

If you are using Cisco CallManager clusters in your IP telephony network, it is important to understand how Personal Personal

Cisco CallManager Clusters and Personal Assistant

The pool of addresses that you create in Cisco CallManager to support Personal Assistant (interceptor ports, CTI route points, translation patterns, and media ports) is registered with the primary Cisco

CallManager server in the cluster. Each Personal Assistant server can register with multiple primary Cisco ports belong.

When the primary Cisco CallManager system of a media port goes down, the Personal Assistant server is notified and attempts to register with the secondary Cisco proceeding in a round-robin fashion. Once Personal Cisco

CallManager server, it registers the media port with it. When the primary Cisco CallManager system is online, the Personal

Cisco CallManager Clusters and Rule-Based Call Routing

To understand how Cisco CallManager clusters affect rule-based call routing, assume that you have two users whose IP phones are configured within the same Cisco Personal to User B, the call is not intercepted as an incoming call; it is simply transferred. Any Personal rules configured by User B do not take effect.

However, if these two users are in separate Cisco CallManager clusters, calls are not simply transferred. Instead, the transferred call from User A (in Cisco to User B (in Cisco B has configured go into effect. This might erroneously cause calls for User A to have rules processed and applied as if they were calls to User B.

CallManager clusters provide a mechanism for distributing call processing seamlessly

Assistant interacts with them. The number of clusters you have affects the number of

Assistant servers you need.

CallManager servers, based on the telephony provider to which these route points and

CallManager systems in the cluster,

Assistant establishes a connection with a secondary

Assistant server will re-register with it.

CallManager cluster. User A configures a

Assistant rule that forwards all her calls to the extension of User B. When the call is transferred

Assistant

CallManager Cluster 1) is treated as an incoming call

CallManager Cluster 2). Because it is treated as an incoming call, any rules that User

1-4

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Chapter 1 Planning for Personal Assistant

How Personal Assistant Uses Directories

With Personal Assistant, you must have a supported LDAP directory installed, to meet network requirements. The directory contains records for each user in your organization, and includes information such as name, phone extension, e-mail address, and office location. This LDAP directory is typically called the corporate directory. Personal Personal

Personal Assistant also uses the directory to maintain Personal Assistant configuration information and some Personal user). For this information, Personal uses.

You can also use the Cisco CallManager directory as the corporate directory, but this is not required. Many installations prefer a corporate directory that is independent from Cisco Personal integrated with Cisco for information on identifying the directory to Personal Assistant.

The Personal Assistant system configuration includes a setting for unique user name attribute. This is the name of the field within your directory that is unique for each user. Ask your directory administrator for the name of this field if you do not know it. See the

page A-3 for information on updating the Personal Assistant configuration with this information.

Assistant to dial a number by telling Personal Assistant the applicable name.

Assistant user information (for example, the call routing rules and spoken name of a

Assistant fully supports this separation. Or, your corporate directory might already be

CallManager. See the “Configuring the Corporate Directory” section on page 4-7

Understanding Personal Assistant

Assistant accesses this directory when a user asks

Assistant automatically uses the directory that Cisco CallManager

CallManager, and

“Corporate Directory Settings” section on

Role of Personal Assistant in the Cisco IP Telephony Network

Personal Assistant interacts with many elements in your IP telephony network. Some network elements need to be informed of the presence of Personal Personal voice-over-IP network in place before installing Personal

Assistant and do not require such information. You should have a fully-functional

Assistant; other elements interact indirectly with

Assistant in your telephony network.

OL-4590-03

Cisco Personal Assistant 1.4 Installation and Administration Guide

1-5

Understanding Personal Assistant

Figure 1-1 illustrates the connection of Personal Assistant to the IP telephony network.

Figure 1-1 Personal Assistant in the IP Telephony Network

Personal Assistant

server clusters

LDAP

Personal Assistant and User Interactions

The following sections can assist you in understanding how Personal Assistant interacts with users:

• Interaction Terminology, page 1-7

• Incoming Call Handling, page 1-7

• Access to Personal Assistant, page 1-8

Understanding Personal Assistant

Interaction Terminology

The following terms can be useful in understanding how Personal Assistant works:

• A grammar includes a list of words and possible sequences in which a user can state them.

• An utterance is a user response or command that Personal Assistant recognizes as valid.

• A dialog is a prompt from Personal Assistant, followed by a response from the user.

• A session represents any interaction with Personal Assistant or call interception by

Personal (interaction), or when Personal

Incoming Call Handling

The following sequence illustrates the processes involved when incoming calls arrive at extensions configured to use Personal

1. An incoming call arrives at a Personal Assistant-enabled number.

2. Because a Personal Assistant interceptor port (CTI route point) is configured for this extension,

Cisco

3. Personal Assistant retrieves user information from the LDAP directory.

4. If the user has configured rules, the rules initiate depending on the type of destination included in

the rules:

–

Assistant. For example, a session occurs when a user uses the dial-by-name feature

Assistant routes a call based on a user rule (interception).

Assistant:

CallManager routes the call to Personal Assistant.

Calendar information—Personal Assistant accesses information from the Exchange Server.

An e-mail or page—Personal Assistant sends e-mail by using the messaging system.

Phone number—Personal Assistant transfers the call through Cisco CallManager.

OL-4590-03

Cisco Personal Assistant 1.4 Installation and Administration Guide

1-7

Understanding the Personal Assistant Server and Speech-Recognition Server

Access to Personal Assistant

The following sequence illustrates the processes involved when users access Personal Assistant:

1. Users dial the Personal Assistant number (the extension of the CTI route-point configured for

Personal

2. The call is routed to the first available media port. If no port is available, the call is rejected and the

caller hears a busy signal.

3. If a media port is available, the speech channel opens, and Personal Assistant plays a welcome

prompt. Users can then dial other users by name or access voice mail.

If speech resources are not available, Personal Assistant opens a non-speech session with the user, enabling the user to use the phone keypad for touch-tone dial-by-name.

4. If users use dial-by-name to call another user:

a. User says: “Call ‘John Smith’.”

b. The command is received and processed by the speech-recognition server.

c. The user name is passed to Personal Assistant, and Personal Assistant retrieves user

d. Based on the confidence level, Personal Assistant either prompts the user, or transfers the call.

Assistant in Cisco CallManager).

information from the LDAP directory.

Chapter 1 Planning for Personal Assistant

Understanding the Personal Assistant Server and Speech-Recognition Server

Personal Assistant has a modular structure, which allows you to install various pieces of the product on different server platforms. This provides a fault-tolerant redundant structure that you need for ensuring that the Personal

The following sections provide information about the Personal Assistant servers and their interactions with each other:

• Speech-Recognition Server, page 1-8

• Personal Assistant Server, page 1-9

• License and Resource Managers, page 1-9

• Interactions of the Personal Assistant Server and Speech-Recognition Server, page 1-10

Speech-Recognition Server

If you plan to implement any of the speech-enabled features of Personal Assistant, you must install at least one speech-recognition server. During installation, you are given the option to install a speech-recognition server, and you can either install it on the same system as the Personal server or on a separate one.

The speech-recognition server prompts users and recognizes user responses based on a pre-defined grammar, which includes a list of words and possible sequences in which a user can state them. During a call to Personal commands. Also, the Help included with the Personal by using examples of valid prompts and responses.

Assistant system is always available to your users.

Assistant, you can ask for help and Personal Assistant will tell you the available

Assistant end-user interface defines this grammar

Assistant

1-8

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Chapter 1 Planning for Personal Assistant

For specific items, such as user names in the corporate directory, the grammar is generated and automatically compiled during the system refresh (see the

page 4-4). As new users are added to the directory, their names are automatically recognized after the

refresh.

Personal Assistant Server

The Personal Assistant server manages the interaction between the user and Personal Assistant, processes call routing and dial rules, and manages the overall configuration of the Personal system.

You must install the Personal Assistant server during installation, and you manage its functions and processes from the administrator web-based interface (see the

Personal Assistant Administration Interface” section on page 4-3 for information about accessing the

interface).

You can have more than one Personal Assistant server configured. In fact, you should do this if you want to provide failover protection (see the

Understanding the Personal Assistant Server and Speech-Recognition Server

“Configuring Speech Recognition” section on

Assistant

“Logging On to and Out of the

“Creating Server Clusters” section on page 1-10 for details).

License and Resource Managers

The license and resource managers are subcomponents of the Personal Assistant server; they are installed with it. However, they actually work in conjunction with the speech-recognition and Personal services, they are closely linked, in that every system that functions as a license manager also functions as a resource manager.

License Manager

The license manager maintains the license for the speech-recognition software. The speech-recognition servers work only if there is at least one active license manager with a valid license. Although every Personal license manager.

You only need one license manager within a single Personal Assistant server cluster, although Cisco recommends that you define two license managers for redundancy.

Resource Manager

The resource manager manages the interaction between the Personal Assistant server cluster and the speech-recognition servers in the speech-recognition server cluster. Although every Personal server includes a resource manager, only one resource manager is used as the active connection between the Personal automatically chooses the resource manager to be used, and if that manager becomes disabled, another resource manager takes over.

Once a resource manager establishes a connection between a Personal Assistant server and an available speech-recognition server for a particular call, the Personal server interact directly for the duration of that call. The resource manager is not a permanent communication link between the servers.

Assistant servers. Although the license manager and resource managers provide different

Assistant server includes a license manager, not every Personal Assistant server needs an active

Assistant server cluster and the speech-recognition server cluster. Personal Assistant

Assistant

Assistant server and speech-recognition

OL-4590-03

The resource manager does not manage communication between Personal Assistant servers; Personal

Assistant servers communicate directly.

Cisco Personal Assistant 1.4 Installation and Administration Guide

1-9

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 routing and other basic functions of the Personal interaction between the cluster of Personal servers. This section describes how the clusters interact, and what you need to do to enable the interaction.

Figure 1-2 illustrates the Personal Assistant server structure. The dotted line between Personal Assistant

server B and speech-recognition server 3 illustrates the direct interaction between these servers after the connection is established through the resource manager on Personal

Figure 1-2 Personal Assistant Server Structure

Assistant server. Because these functions are separate, you must configure the

Assistant servers and the cluster of speech-recognition

Assistant server C.

Personal Assistant Server Cluster

PA server A

PA server B

PA server C license mgr,

resource mgr

Speech-Recognition Server Cluster

51291

Figure 1-2 assumes that you are installing Personal Assistant servers and speech-recognition servers on

separate platforms. However, you can install the Personal Assistant servers and speech-recognition servers on the same platform. When installed on the same platform, the servers still establish communications through a resource manager, even if the resource manager is on the same system. In fact, you could create a redundant Personal Personal

Assistant server, license manager, and speech-recognition server. Logically, this minimal

cluster looks the same as the one illustrated in

Assistant speech cluster with two systems, each running a

Figure 1-2.

To enable the interaction between the Personal Assistant servers and speech-recognition servers, you must identify the license managers to a Personal

Assistant server. See the “Configuring Speech

Recognition” section on page 4-4 for information on how to do this.

Creating Server Clusters

Personal Assistant servers and speech-recognition servers work together in server clusters. This makes it possible to share the load among servers, and to set up failover relationships so that if a server becomes disabled, another server can take over with minimal interruption for your users.

To set up the server clusters, you must:

1. Determine your server and speech-recognition requirements and install the Personal Assistant

server and speech-recognition software on an applicable number of servers.

The number of servers required is based on the number of sessions each server supports, the number of users you are supporting, and how many users you are willing to support per session.

It is also affected by the number of Cisco CallManager clusters you have, and the distribution of WAN connections between them.

Cisco Personal Assistant 1.4 Installation and Administration Guide

1-10

OL-4590-03

Chapter 1 Planning for Personal Assistant

During server installation, you must specify the same Cisco CallManager publisher for all of the Personal

2. Configure the Personal Assistant servers.

During server configuration, you can configure the Personal Assistant servers either to balance the call load among themselves or to support failover. If you use failover, you need more servers than you would otherwise need for a given number of media ports.

3. Configure the speech-recognition servers.

You must also identify at least one license manager for the speech software. The speech software requires that an active, valid license be available at all times for it to work. See the

Speech Recognition” section on page 4-4 for information about adding speech-recognition servers

to the server cluster.

See the following sections for detailed discussions on determining the number of Personal Assistant servers required, how to use load balancing, and how failover affects your calculations:

• Determining the Required Number of Personal Assistant Servers and Speech-Recognition Servers,

page 1-11

• Setting Up Personal Assistant Server Load Balancing, page 1-13

Creating Server Clusters

Assistant and speech-recognition servers in the same Personal Assistant cluster.

“Configuring

• Creating a Personal Assistant Server Cluster With Failover, page 1-15

Determining the Required Number of Personal Assistant Servers and Speech-Recognition Servers

The quantity of servers you install should be adequate to support the number of sessions defined in the Personal the cluster).

The number of Personal Assistant servers and speech-recognition servers that are required in your clusters depends on several factors:

• The number of concurrent calls to Personal Assistant that you need to support. For example, a sales

Assistant server cluster (that is, the sum of sessions on all active Personal Assistant servers in

and marketing organization that is very phone-dependent would probably need more servers than an engineering group that uses the phone less frequently.

When considering this, you should make separate calculations of the number of simultaneous sessions with Personal

Assistant and the number of simultaneous sessions with the

speech-recognition server. For example:

–

Call-interception sessions—the number of users who will set up rules to enable Personal

–

Speech-recognition sessions—the number of users who will access voice mail and dial other

Assistant to intercept calls for them.

users by name.

OL-4590-03

• The server model that you use. A more powerful server can support more concurrent calls than a less

powerful server.

• Whether you run the Personal Assistant servers and speech-recognition servers on the same system.

Running both servers on a single system reduces the number of concurrent calls the server can support.

Cisco Personal Assistant 1.4 Installation and Administration Guide

1-11

Creating Server Clusters

• Whether you enable automatic failover for Personal Assistant server redundancy. Failover ensures

that if a server goes down, another server takes over the responsibilities of the failed server. If you configure failover, you should enable only half of the ports that would otherwise be supported on a server.

• The number of Cisco CallManager clusters in your network, and the distribution of WAN links

between them.

Because you can easily add and remove servers from a cluster, you do not have to be precise on your first estimate. As users become familiar with Personal increases, you can add servers to accommodate the increased usage.

Estimated Number of Simultaneous Sessions

Table 1-2 explains the estimated number of simultaneous sessions supported on each server platform,

based on server model and session type. However, depending on your particular system usage, these values can vary considerably. Use the information in needs.

Ta b l e 1-2 Estimated Number of Simultaneous Sessions

Chapter 1 Planning for Personal Assistant

Assistant, and their use of Personal Assistant

Table 1-2 as a starting point to estimate your server

MCS-7825 Series MCS-7835 Series

Server Installation

Personal Assistant server and

Interceptor Ports

Media Ports

50 sessions 24 sessions 70 sessions 36 sessions

Interceptor Ports1Media Ports

speech-recognition server installed on different systems

Personal Assistant server and

22 sessions 20 sessions 30 sessions 24 sessions speech-recognition server installed on the same system

1. We recommend that you estimate approximately 25 users per session using interceptor ports.

2. We recommend that you estimate approximately 50 users per session using media ports.

When evaluating the information in Table 1-2, keep in mind that:

• Media port sessions indicate how many simultaneous sessions use speech-recognition features such

as dialing by name, browsing voice mail, and initiating conference calls. In these sessions, users are directly interacting with Personal

• Interceptor port sessions indicate how many simultaneous sessions involve Personal Assistant

Assistant.

intercepting incoming calls for users. In these sessions, once users have configured their dial rules, they do not directly interact with Personal

Assistant. Personal Assistant seamlessly routes the

incoming calls based on the dial rules.

• As an initial guideline, we recommend that you estimate approximately 25 users per

call-interception session, and approximately 50 users per speech-recognition session.

• These estimates represent the system capacities and might not necessarily reflect the number of

licenses you have purchased.

Using the Session Estimates in Your Planning

To estimate how many ports you need to support your users, consider the following example:

1. Determine the number of users, for example 1750.

Cisco Personal Assistant 1.4 Installation and Administration Guide

1-12

OL-4590-03

Chapter 1 Planning for Personal Assistant

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

Personal

4. Determine how many sessions you must support for your users:

–

1750 users divided by 25 = 70 call-interception sessions

–

1750 users divided by 50 = 35 speech-recognition sessions

You need enough servers to support at least this number of sessions. When you configure the servers, you specify the actual number of ports in use, so if you intend to use fewer than the maximum, take this into consideration when determining the number of servers that you need.

5. Use the information in Table 1-2 to determine that if you install the Personal Assistant server and

the speech-recognition server on separate MCS-7835-H1-IPC1 systems (for a total of two systems) you can support:

–

70 call-interception sessions

–

36 speech-recognition sessions

Therefore, you can support 1750 users by using two MCS-7835-H1-IPC1 systems: one system for the Personal

6. Be sure to add the servers by using the Personal Assistant administrative interface:

Creating Server Clusters

Assistant server and speech-recognition servers on separate systems.

Assistant server and one system for the speech-recognition server.

–

Add the speech-recognition servers to the System Configuration settings. See the “Configuring

Speech Recognition” section on page 4-4.

–

Add the Personal Assistant servers to the Server Configuration settings. See the “Configuring

Personal Assistant Servers” section on page 4-10.

7. You also must add the number of supported ports by using the Personal Assistant administrative

interface:

–

Add the supported number of media ports in the Server Configuration settings. See the

“Configuring Personal Assistant Servers” section on page 4-10. Although your selected server

configuration supports up to 36 ports, you only need 35 ports for your users.

–

Add the interceptor port addresses in Server Configuration settings. See the “Configuring

Personal Assistant Servers” section on page 4-10. In this setting, enter the interceptor ports that

cover all 1750 users. Although your configuration supports 70 simultaneous sessions, the interceptor ports must cover all users you are supporting.

8. Consider configuring load balancing (see the “Setting Up Personal Assistant Server Load

Balancing” section on page 1-13) or adding failover servers (see the “Creating a Personal Assistant Server Cluster With Failover” section on page 1-15) for greater redundancy.

Setting Up Personal Assistant Server Load Balancing

A single Personal Assistant server can handle a number of simultaneous sessions, which you define when you set the number of media ports (see the all media ports are being used, new callers receive a busy signal from Personal Assistant unless you set up load balancing among the Personal

Assistant servers in each Personal Assistant server cluster.

If you are not using failover servers, and if a Personal Assistant server becomes disabled, no other server takes over the media ports of the disabled server. This reduces the number of available simultaneous sessions with Personal

Assistant. However, you can set up load balancing in the cluster to mitigate the

effects of a disabled server.

“Server Configuration” section on page A-16). When

OL-4590-03

Cisco Personal Assistant 1.4 Installation and Administration Guide

1-13

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 through the Personal (See the

“Configuring Personal Assistant Servers” section on page 4-10 for information on configuring

the Personal Assistant servers into a cluster, and the “Server Configuration” section on page A-16 for reference information on the server configuration settings.)

The following sections describe how to configure load balancing:

• Configuring Load Balancing, page 1-14

• Effect of Load Balancing on Users Who Access Personal Assistant, page 1-14

• Effect of Load Balancing on Rule-Based Call Routing, page 1-15

Configuring Load Balancing

Personal Assistant load balancing is based on the “call forward busy” and “call forward no answer” numbers assigned to each Personal these settings correctly in Cisco calls for busy servers without the knowledge of your users.

If you create a chain of servers, your users will need only one phone number to reach Personal Assistant. This can make it easier for your users to use Personal

Table 1-3 shows an example setup in which three Personal Assistant servers are chained so that they

share the call load. In this example, users have been told to call extension 5600 to reach Personal call. If it does not have an available media port, the call is forwarded to 5700 (Personal

2). If Personal forwarded to 5800 (Personal available media port, the call is forwarded to 5600 (Personal Personal

Assistant. If Personal Assistant Server 1 has an available media port, it handles an incoming

Assistant by calling Personal Assistant Server 2 or 3 directly.

Chapter 1 Planning for Personal Assistant

Assistant administration interface.

Assistant server phone number (CTI route point). If you configure

CallManager, the Personal Assistant servers in the cluster can answer

Assistant.

Assistant Server

Assistant Server 2 has an available media port, it handles the call; otherwise, the call is

Assistant Server 3). If Personal Assistant Server 3 does not have an

Assistant Server 1). Users can also reach

Ta b l e 1-3 Personal Assistant Server Load Balancing

Personal Assistant

Cisco CallManager Setting

Server 1

CTI route point (phone number) 5600 5700 5800

Call forward busy 5700 5800 5600

Call forward no answer 5700 5800 5600

Effect of Load Balancing on Users Who Access Personal Assistant

If you are using load balancing without a failover server, and if a Personal Assistant server becomes disabled, all calls that the server is currently handling are cut off. However, if Personal already completed its role in the call process (for example, has transferred a call based on call-routing rules), the call remains in progress. Subsequent calls to the disabled server are forwarded to another server based on the “call forward no answer number” configured in Cisco number of available simultaneous sessions is reduced because the active server must support the sessions from the disabled server in addition to its normal load.

Personal Assistant Server 2

CallManager. However, the

Personal Assistant Server 3

Assistant has

1-14

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Chapter 1 Planning for Personal Assistant

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 interceptor port route points registered with that particular server are unavailable. Because the remaining servers were not configured as failover servers, these interceptor ports cannot re-register with these servers. Instead, Personal for the affected users will be unavailable and all calls will ring directly through to the applicable extensions.

Assistant cannot intercept calls for these extensions. Thus, all rule-based call routing

Creating a Personal Assistant Server Cluster With Failover

If load balancing, as explained in the “Setting Up Personal Assistant Server Load Balancing” section on

page 1-13, does not provide you with sufficient redundancy, you can configure failover servers in the

Personal Assistant cluster.

If you are using failover and a Personal Assistant server becomes disabled, the failover server takes control of the media ports and interceptor ports that were configured on the disabled server. For example, if you configured 15 media ports on the disabled server, the failover server would add 15 media ports to its configuration. Thus, if you use failover servers, you must have twice as many servers for a given number of media ports as would be required if you were not using failover servers.

Although the failover server takes on the media and interceptor ports of the disabled server, it cannot take over active calls. Any active calls on the disabled server are dropped. However, if Personal has completed its role in the call process (for example, it had transferred a call based on call-routing rules), the call remains in progress.

In addition to taking over the disabled server ports, the failover server registers itself with Cisco

CallManager as the disabled server CTI route point.

Creating Server Clusters

Assistant

When the disabled server becomes active again, it asks the failover server to return its ports. The failover server returns the ports as they become available; no active calls are dropped. When the reactivated server regains all media ports, it reregisters itself as the CTI route point with Cisco

There are two main techniques for setting up failover servers:

• Using Active Personal Assistant Servers for Failover, page 1-15

• Using Spare Personal Assistant Servers for Failover, page 1-16

Using Active Personal Assistant Servers for Failover

When you use an active Personal Assistant server as a failover server, the server works as a regular Personal

However, if the primary server becomes disabled, the failover server must be able to handle the media and interceptor ports of the disabled server, as well as its own. Thus, you must have sufficient capacity on the failover server to accommodate the ports defined on the disabled server.

For example, if you are using two MCS-7835-H1-IPC1 Personal Assistant servers, each server supports a maximum of 36 media ports (see you must reduce the media ports on each server to no more than 18. So, if server A goes down, server B will take over the 18 ports of server A, and server B will temporarily run with 36 ports (its original 18 plus the 18 of server A).

Assistant server managing calls with users. The server is not idle.

Table 1-2). If you use the servers as failover servers for each other,

CallManager.

OL-4590-03

Cisco Personal Assistant 1.4 Installation and Administration Guide

1-15

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 server if it becomes disabled. For example, if you define 18 ports on server A and 24 on server B, and server A fails, Personal load exceeded 36, calls would be dropped (because each server supports a maximum of 36 media ports) and the quality of service experienced by your users would deteriorate.

In general, if you use active Personal Assistant servers as failovers, you should divide the ports per server in half, and double the number of Personal

Although you can assign more than one Personal Assistant server to handle failover for any given server (for example, server A could use server B and server C as failovers), only one server is actually used if a server becomes disabled. The disabled server ports are not distributed among the designated failover servers.

Using Spare Personal Assistant Servers for Failover

When you use a spare Personal Assistant server as a failover server, it sits idle unless an active server becomes disabled.

To create a spare server, do not define a CTI route point in Cisco CallManager for that server. When an active server becomes disabled, the spare server registers itself with Cisco point, in place of the disabled server.

Chapter 1 Planning for Personal Assistant

Assistant assigns 42 ports to B. If the simultaneous call

Assistant servers in the cluster.

CallManager as the CTI route

When adding a spare server to a Personal Assistant server cluster, do not define any media ports or interceptor ports (see the being used for anything except failover.

Because a spare failover server does not have any active ports, it can take over for a fully-loaded Personal spare servers, you can configure 36 media ports on the active server. If the active server becomes disabled, the spare will be able to take over the 36 media ports.

Because servers should seldom become disabled, you can have fewer failover servers than you have active servers. For example, you might define two failover servers for six active servers. The ratio you use depends on your network reliability and uptime service level agreements. The key is that a failover server must be able to take over all the media ports you define on an active server.

Assistant server. For example, if you are using MCS-7835-H1-IPC1 systems for your active and

“Server Configuration” section on page A-16), thus preventing the server from

Intercepting Calls with Personal Assistant

Personal Assistant interacts with Cisco CallManager to intercept incoming calls to user extensions. By intercepting these calls, Personal can configure a rule that instructs Personal

Although Cisco CallManager does not require that you set up partitions, you must create partitions if you install Personal Personal

If you are not yet using partitions and calling search spaces in Cisco CallManager, the following examples provide tips on setting them up with the minimum amount of effort. If you do not set up and configure partitions and calling search spaces, Personal however, still use the speech features provided by Personal speech-enabled voice mail access (see the

The following sections provide examples of using partitions and calling search space in your IP telephony network before and after adding Personal

• Using Partitions and Calling Search Spaces Without Personal Assistant, page 1-17

Assistant.

Assistant and want to enable the rule-based call routing feature or

Assistant can redirect them based on user rules. For example, a user

Assistant to send all incoming calls to voice mail.

Assistant cannot intercept user calls. You can,

Assistant, such as dial-by-name and

“Speech-Recognition Server” section on page 1-8).

Assistant:

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

• Defining Partitions and Call Search Spaces for Personal Assistant, page 1-18

Using Partitions and Calling Search Spaces Without Personal Assistant

To illustrate partitions and calling search spaces, consider this example in which partitions and calling search spaces are used without Personal

The following partitions were created to support lobby phones, employee phones, and calls destined for the PSTN.

Partition Name Designated Devices Assigned to Partition

Lobby All lobby phones

Employee All employee IP phones

PSTN All externally destined route patterns (local PSTN)

The following calling search spaces were created and the partitions were assigned to them to provide different services. For example, to disallow external calls from the lobby phones, the cssLobby calling search space does not include the PSTN partition.

Assistant:

Calling Search Space Partitions Assigned To

cssLobby Employee

Lobby

cssEmp Lobby

Employee

PSTN

cssGW Lobby

Employee

The following partitions and calling search spaces were assigned to individual extensions.

Cisco CallManager Setting User 1001 User 1002 User 3000 User 5555

Phone extension 1001 1002 3000 5555

Partition Employee Employee Lobby PSTN

Calling search space cssEmp cssEmp cssLobby cssGW

When User 3000 dials User 1001, Cisco CallManager looks in the calling search space of User 3000, cssLobby. Because cssLobby includes the Employee partition in which the extension of User 1001 exists, the call goes through successfully.

However, if User 3000 dials User 5555, the call cannot be completed, because the cssLobby calling search space does not include the PSTN partition in which the extension of User 5555 exists. Effectively, this means that people using the lobby phone cannot make outside calls.

Devices (such as lobby IP phones) that can dial only internal numbers.

Devices (such as employee IP phones) that can dial both internal and external numbers.

PSTN voice gateway used for outside callers to access lobby and employee phones.

OL-4590-03

Cisco Personal Assistant 1.4 Installation and Administration Guide

1-17

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 in which the extension of User 3000 exists.

To understand how Personal Assistant uses partitions and call search spaces to intercept user calls, see the

“Defining Partitions and Call Search Spaces for Personal Assistant” section on page 1-18.

Defining Partitions and Call Search Spaces for Personal Assistant

You need to create or update partitions and calling search spaces in Cisco CallManager to support Personal settings and add ones specific to Personal Cisco

The following sections provide examples of using partitions and calling search spaces with Personal

• Adding Personal Assistant to Existing Partitions, page 1-18

• Adding Personal Assistant Without Previously Defined Partitions, page 1-20

Assistant. If you are already using these features, you simply need to update your existing

Assistant. If you are not currently using these features in

CallManager, you must add a minimal set to enable Personal Assistant to intercept calls.

Assistant:

Adding Personal Assistant to Existing Partitions

To understand how Personal Assistant uses partitions and calling search spaces, recall that the previous example (the

page 1-17) showed partitions (Employee, Lobby, and PSTN) and calling search spaces (cssLobby,

cssEmp, and cssGW). To add Personal Assistant to this scenario, you must do the following:

1. Add a Personal Assistant partition, for example PA, and a Personal Assistant managed phones

partition, for example PAManaged.

Add the interceptor ports (to intercept incoming calls) to the PA partition.

Add the phones of all employees who will use Personal Assistant to the PAManaged partition.

Leave other employees phones in the NonPAManaged partition, and add the following devices and ports to it:

–

Partition Name Designated Devices Assigned to Partition

Lobby All lobby phones

NonPAManaged All employee IP phones not managed by

PA Personal Assistant interceptor ports

PAManaged All employee IP phones managed by

PSTN All externally destined route patterns (local PSTN)

“Using Partitions and Calling Search Spaces Without Personal Assistant” section on

CTI route point (the pilot port to access Personal Assistant)

Media ports (to support Personal Assistant sessions)

Personal

Assistant, Personal Assistant CTI route

point, and Personal

Personal

Assistant

Assistant media ports

1-18

2. Add the PA partition to the cssLobby, cssEmp, and cssGW calling search spaces. Be sure to add the

PA partition to the top of the list to force Cisco

Cisco Personal Assistant 1.4 Installation and Administration Guide

CallManager to search the PA partition first.

OL-4590-03

Chapter 1 Planning for Personal Assistant

3. Create the calling search space for Personal Assistant, in this example, cssPA, and add the partitions

indicated in the following table to it.

Calling Search Space

cssPA PAManaged

cssLobby PA

cssEmp PA

cssGW PA

Partitions Assigned To

Devices that will not have Personal Assistant evaluate the

Lobby

NonPAManaged

PSTN

NonPAManaged

Lobby

NonPAManaged

PSTN

Lobby

NonPAManaged

called number for interception.

Devices (such as lobby IP phones) that can dial internal numbers and access Personal

Devices (such as employee IP phones) that can dial internal and external numbers and access Personal

PSTN voice gateway used for outside callers to access lobby phones, employees, and Personal

Intercepting Calls with Personal Assistant

Assistant.

4. Change the partition of User 1002 to PAManaged (see the “Why You Need a Partition for

Personal Assistant Managed Phones” section on page 1-22 for a complete explanation of this task)

Cisco CallManager Setting

User 1001 User 1002 User 1003

PA Interceptor Port Route Point

Phone extension 1001 1002 1003 1XXX

Partition NonPAManaged PAManaged-

NonPAManaged PA

Employee

Calling search space cssEmp cssEmp cssEmp cssPA

With Personal Assistant now added to this example, you can understand how user calls are intercepted.

When User 1001 calls User 1002, Cisco CallManager uses the calling search space of User 1001, cssEmp. Cisco 1XXX (where X matches any digit), which exists in the PA partition. Therefore, Cisco routes the call to Personal

CallManager determines that the best match to extension 1002 within the cssEmp is

CallManager

Assistant instead of sending it to the phone of User 1002. Personal Assistant processes the active call routing rules of User 1002 and uses the applicable rule. If no rule applies, the call goes directly to the extension of User 1002, because the calling search space of Personal

Assistant, cssPA, contains the partition PAManaged, which is the partition in which the extension of User 1002 exists. If the applicable rule instructs Personal 1003, Cisco calling search space of Personal

CallManager finds the best match to extension 1003 in the NonPAManaged partition of the

Assistant, cssPA, and sends the call directly to User 1003.

Assistant to transfer User 1002 calls to the phone of User

OL-4590-03

Cisco Personal Assistant 1.4 Installation and Administration Guide

1-19

Intercepting Calls with Personal Assistant

Note that because cssPA contains the NonPAManaged partition and does not contain the PA partition, Personal

Assistant does not intercept the call a second time to process the active call routing rules of

User 1003.

When User 1002 calls User 1001, Cisco CallManager uses the calling search space of User 1002, cssEmp, and finds the best match to extension 1001 in the NonPAManaged partition. (While cssEmp includes the PA partition, and 1XXX in the PA partition is a match for extension 1001, 1001 exists in the NonPAManaged partition and is the best match.) The call is sent directly to extension 1001. Because Personal

Assistant does not intercept the call, no call routing rules are applied.

Adding Personal Assistant Without Previously Defined Partitions

If you are not already using partitions, then you must create a minimal set in order to implement rule-based call routing by using Personal

When you have not yet created any partitions or calling search spaces specific to your needs, all of your IP phones currently exist by default in the “none” partition in Cisco partition exists in all calling search spaces, you can selectively enable Personal extensions. If Personal

Assistant is not intercepting the dialed number, Cisco CallManager will find the

number in the none partition, and ring the applicable phone.

You can selectively support Personal Assistant depending on how you assign the partitions and calling search spaces. Consider this example:

Assistant.

Chapter 1 Planning for Personal Assistant

CallManager. Because the none

Assistant for different

1. Create a Personal Assistant partition, for example PA, and a Personal Assistant managed phones

partition, for example PAManaged.

Add the interceptor ports (to intercept incoming calls) to the PA partition.

Add the phones of all employees who will use Personal Assistant to the PAManaged partition. (Placing these phones in the PAManaged partition effectively removes them from the “none” partition.)

Leave all other phones in the “none” partition, including the CTI route point (the pilot port to access Personal

Assistant) and the media ports (to support Personal Assistant sessions).

Partition Name Designated Devices Assigned to Partition

none All other phones (including lobby phones, employee

IP phones not managed by Personal and the Personal

Assistant CTI route point and media

Assistant), PSTN,

ports

PA Personal Assistant interceptor ports

PAManaged All employee IP phones managed by

Personal

2. Next, create the following calling search spaces:

–

cssPA—Add the PAManaged partition to it.

Assistant

1-20

–

cssPhones—Add the PA partition to it.

Note that every calling search space includes the “none” partition by default.

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Chapter 1 Planning for Personal Assistant

Calling Search Space

cssPA PAManaged

cssPhones PA

3. Update each IP phone extension that you want managed with the new PAManaged partition and the

cssPhones calling search space.

If you do not want to enable Personal Assistant on a particular phone (such as a lobby phone), you can leave the extension assigned to the none partition, but you must update the calling search space.

If you need to update hundreds or thousands of user extensions, consider using the Cisco

CallManager Bulk Administration Tool (BAT).

Partitions Assigned To

Devices that will not have Personal Assistant evaluate the

none

called number for interception.

Devices (such as employee IP phones) that can dial internal and external numbers and access Personal

Intercepting Calls with Personal Assistant

Assistant.

Cisco CallManager Setting

User 1001 User 1002 User 1003

PA Interceptor Port Route Point

Phone extension 1001 1002 1003 1XXX

Partition none PA Ma na ge d none PA

Calling search space cssPhones cssPhones cssPhones cssPA

4. It is important to understand how these changes affect User 1001 and User 1002.

In this example, we have reconfigured the phone of User 1002 to use Personal Assistant by adding it to the PAManaged partition. We have also left the phone of User 1001 in the “none” partition. Finally, we have updated the calling search spaces to search the Personal

Assistant partition (PA).

These changes enable the call routing rules of User 1002 to be applied to all incoming calls. To complete the configuration, we have created the 1XXX interceptor port (X matches any digit) in the PA partition so that Personal

Assistant will intercept calls to the extension of User 1002.

When User 1001 calls User 1002, Cisco CallManager uses the calling search space of User 1001, cssPhones. Cisco is 1XXX, which exists in the PA partition. Therefore, Cisco Personal

Assistant instead of sending it to the phone of User 1002. Personal Assistant processes the

CallManager determines that the best match to extension 1002 within cssPhones

CallManager routes the call to

active call routing rules of User 1002 and uses the applicable rule. If no rule applies, the call goes directly to the extension of User 1002, because the calling search space of Personal

Assistant, cssPA, contains the partition PAManaged, which is the partition in which the extension of User 1002 exists. If the applicable rule instructs Personal phone of User 1003, Cisco

CallManager finds the best match to extension 1003 in the “none”

partition of the calling search space of Personal

Assistant to transfer the calls of User 1002 to the

Assistant, cssPA, and sends the call directly to User

1003.

OL-4590-03

Note that because cssPA contains the NonPAManaged partition and does not contain the PA partition, Personal

Assistant does not intercept the call a second time to process the active call

routing rules of User 1003.

Cisco Personal Assistant 1.4 Installation and Administration Guide

1-21

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 PA partition matches. Because Cisco the best match within the partitions of the calling search space, it continues to search and finds 1001 in the “none” partition. Cisco

CallManager rings the phone of User 1001.

Why You Need a Partition for Personal Assistant Managed Phones

When you create the partitions needed for Personal Assistant, you create a partition that will contain the phones that Personal create a partition that will contain the interceptor port route points (in our examples, PA). This section explains why you need both partitions.

Recall how Cisco CallManager routes calls:

1. Cisco CallManager identifies the calling search space assigned to the extension from which the call

is made. For example, if User A calls User B, the calling search space of the phone of User A is used to complete the call.

2. Cisco CallManager tries to find the best match for the called extension, searching top to bottom in

the list of partitions contained in the calling search space. If the first match uses wildcards (for example, 1XXX), subsequent partitions are searched in an attempt to find a better match. If an exact match is found, it is used, even if a wildcard match exists in a partition higher in the list of partitions in the calling search space.

Assistant will manage (in our examples, this partition is PAManaged). You also

Chapter 1 Planning for Personal Assistant

CallManager looks for

Because you are going to use wildcards when you create interceptor port route addresses, you must prevent Cisco

CallManager from finding exact matches to use in place of the interceptor addresses.

Consider an example of a call between non-Personal Assistant users:

• The PA partition includes 1XXX as the interceptor route points.

• The NonPAManaged partition includes the extensions of User 1001 and User 1003.

• The cssEmp calling search space includes the PA and NonPAManaged partitions, in that order.

• The extensions of User 1001 and User 1003 use the cssEmp calling search space.

Now, when User 1001 calls User 1003, Cisco CallManager first checks the PA partition, and finds a match: 1XXX. However, because this match uses wildcards, the search continues to the NonPAManaged partition, where an exact match, 1003, is found. Cisco of User 1003, found in the NonPAManaged partition. Thus, Personal

CallManager then routes the call to the extension

Assistant has no role in the call.

Now, consider the case of a phone in the PAManaged partition:

• The PA partition includes 1XXX as the interceptor route points.

• The NonPAManaged partition includes the extension of User 1001 and User 1003.

• The PAManaged partition includes the extension of User 1002.

• The cssEmp calling search space includes the PA and NonPAManaged partitions, in that order.

• The extensions of User 1001, User 1003, and User 1002 use the cssEmp calling search space.

In this example, when User 1001 calls User 1002, Cisco CallManager first checks the PA partition, and finds a match: 1XXX. Again, because this match uses wildcards, the search continues to the NonPAManaged partition, but this time, an exact match is not found because the extension of User 1002 is no longer in the NonPAManaged partition. Cisco route point found in the PA partition. Thus, Personal

CallManager routes the call based on the 1XXX

Assistant intercepts the call, and applies the call

routing rules of User 1002 to it.

1-22

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Chapter 1 Planning for Personal Assistant

Why You Need Interceptor Port Error Handling

You configure interceptor port error handling to tell Cisco CallManager how to route calls to Personal interceptor port error handling, and if Personal called, and the caller will hear a fast busy tone.

The way you configure interceptor port error handling differs according to which version of Cisco

Cisco CallManager Version 3.x

If you are using Cisco CallManager version 3.x, when you create an interceptor port, you create two entities: a route point, and a translation pattern. Cisco handling. Each translation pattern must match the set of numbers in the corresponding interceptor port route point. The translation patterns must not be placed in the PA partition, as this could cause a match even when the Personal

Cisco CallManager Version 4.0 or Later

If you are using Cisco CallManager version 4.0 or later, you configure interceptor port error handling by setting the Forward No Answer destination and calling search space to the same values as the directory number configured for the interceptor CTI route point.

Assistant users when the Personal Assistant server is unavailable. If you do not configure

CallManager you are using, as follows.

Assistant server is available.

Customizing Implementation of Personal Assistant

Assistant is unavailable, a user phone will not ring when

CallManager uses the translation pattern for error

Customizing Implementation of Personal Assistant

Personal Assistant provides users with the ability to access their voice mail, to call other users by using speech commands, and to configure rules for handling incoming calls. If you choose not to use some of these features, the following sections can assist you in determining what you need to do:

• Using Personal Assistant Without Speech Recognition, page 1-23

• Using Personal Assistant Without Rule-Based Call Routing, page 1-23

Using Personal Assistant Without Speech Recognition

You can use Personal Assistant without using the speech-recognition capability. Without speech recognition, your users can interact with Personal instead of talking to Personal through voice mail, and they must spell out names using the keypad.

If you do not want to use speech recognition, do not install speech-recognition servers.

Assistant, the user must learn the key sequences required to navigate

Using Personal Assistant Without Rule-Based Call Routing

If you do not allow Personal Assistant to intercept incoming calls, you can use Personal Assistant without rule-based call routing. Without rule-based call routing, your users cannot have Personal

If you do not want to use rule-based call routing, do not configure partitions and calling search spaces in Cisco recognition, you must configure the CTI route point and media ports in Cisco

Assistant intercept and handle their incoming calls.

CallManager. You also do not need to configure intercept ports. However, if you use speech

Assistant only by using the touch-tone interface. Thus,

CallManager.

OL-4590-03

Cisco Personal Assistant 1.4 Installation and Administration Guide

1-23

Preventing Toll Fraud

To prevent or limit name-dialing transfers from Personal Assistant to external numbers, we recommend that you use one of the following solutions:

• Configure your Cisco CallManager route plans, partitions, and calling search spaces to disable

Personal

• Configure Personal Assistant to operate in speech-enabled Auto Attendant mode so that callers and

employees can access names in the corporate directory only from an external or internal route point.

• Configure an internal (non-DID) route point for Personal Assistant so that employees can access all

Personal

In addition, you can customize Personal Assistant to use the following restriction settings:

• Restrict access to Personal Assistant only to Cisco CallManager users.

• Restrict access to Personal Assistant only to registered phones.

• Enforce PIN authentication from personal destinations.

For details on how to configure these settings, see the “Miscellaneous Settings” section on page A-12.

Assistant from making long-distance calls.

Assistant functionality only from the office.

Chapter 1 Planning for Personal Assistant

1-24

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

CHA P TER

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, page 2-2

• Task List for Upgrading from Personal Assistant Version 1.3(x), page 2-5

• Setting Up Active Directory as the Corporate Directory for Personal Assistant, page 2-6

• Disabling McAfee NetShield Services, page 2-8

• Disabling Cisco Security Agent for Cisco Personal Assistant, page 2-8

• Re-Enabling Cisco Security Agent for Cisco Personal Assistant, page 2-9

• Installing the Enhanced Text to Speech Server, page 2-9

• Refreshing the System—Updating User Information from the Corporate Directory, page 2-10

Task List for Installing Personal Assistant on a New System

Personal Assistant consists of three components that you can install separately or together on one system: the Personal server; and the speech recognition server.

Although you configure some Personal Assistant settings during installation, you do most of the configuration after installation by using the Personal

Use the following task list to install Personal Assistant on a system that is not running a previous version of Personal

Personal Assistant Version 1.3(x)” section on page 2-5.

1. Before installing Personal Assistant on a new system, review the planning information in Chapter 1,

2. Verify the hardware and software requirements for the Personal Assistant 1.4 system. Refer to the

3. Review the system limitations and restrictions on how Personal Assistant can be configured in the

Assistant. If you are upgrading Personal Assistant, see the “Task List for Upgrading from

“Planning for Personal Assistant.” You must have a clear understanding of how many users you need

to support and the best configuration of the Personal Assistant components for your requirements, as you will need this information to make decisions during the installation process.

“System Requirements and Supported Software” section of the Release Notes for Personal Assistant

Ve r s i o n 1 . 4 . The release notes are available at

http://www.cisco.com/en/US/products/sw/voicesw/ps2026/prod_release_notes_list.html.

network. Refer to the Notes for Personal Assistant Version 1.4.

Assistant web interfaces for end users and administrators; the Personal Assistant

Assistant administration interface.

“Personal Assistant Configuration on the Network” section of the Release

OL-4590-03

Cisco Personal Assistant 1.4 Installation and Administration Guide

2-1

Installing Personal Assistant Software

4. If the system uses Active Directory for the corporate directory, prepare the directory system to work

with Personal

Personal Assistant” section on page 2-6.

5. If McAfee NetShield is installed on the Personal Assistant server, disable the virus-scanning

services so that they do not interfere with the installation program. See the

NetShield Services” section on page 2-8. Otherwise, skip to Task 6.

6. If Cisco Security Agent for Cisco Personal Assistant is installed on the Personal Assistant server,

disable the Cisco Security Agent service so that it does not interfere with the installation program. See the Otherwise, skip to Task 7.

7. Install the Personal Assistant server, speech recognition server, and user and administrative

interfaces. See the

8. Install the enhanced Text to Speech server, if applicable. See the “Installing the Enhanced Text to

Speech Server” section on page 2-9.

9. Configure Cisco CallManager. See Chapter 3, “Configuring Cisco CallManager for

Personal Assistant.”

10. Configure Personal Assistant. See Chapter 4, “Configuring Personal Assistant.”

11. Load user information from the corporate directory. See the “Refreshing the System—Updating

User Information from the Corporate Directory” section on page 2-10.

Chapter 2 Installing and Upgrading Personal Assistant

Assistant. See the “Setting Up Active Directory as the Corporate Directory for

“Disabling McAfee

“Disabling Cisco Security Agent for Cisco Personal Assistant” section on page 2-8.

“Installing Personal Assistant Software” section on page 2-2.

12. When the refresh has completed, re-enable the Cisco Security Agent service, if applicable. See the

“Re-Enabling Cisco Security Agent for Cisco Personal Assistant” section on page 2-9.

13. When the refresh has completed, if applicable, re-enable the McAfee NetShield services that you

disabled in Task

5. Refer to the virus-scanning software documentation for information about

re-enabling the services.

Installing Personal Assistant Software

If you are integrating Personal Assistant with Cisco Unity or Microsoft Exchange in a Windows 2000 domain, you cannot use the same product code to install both Windows You must first install Windows Personal

To Install Personal Assistant Software

Step 1 Log on to the computer from which you are running the Personal Assistant Installation program as a

Assistant installation.

local administrator.

Step 2 Insert the Personal Assistant Installation CD into the CD-ROM drive. The Personal Assistant installation

program automatically launches.

Step 3 If prompted, enter the product key.

Step 4 Click OK. The welcome window opens.

Step 5 Click Next. The End-User License Agreement window opens.

2000, restart the system, and join the domain before proceeding with the

2000 and Personal Assistant.

2-2

Step 6 Read the agreement, and click I Agree to accept the terms and continue. Or, click Exit to cancel the

installation. The Cisco

Cisco Personal Assistant 1.4 Installation and Administration Guide

Personal Assistant Components window opens.

OL-4590-03

Chapter 2 Installing and Upgrading Personal Assistant

Step 7 Do the following substeps on the Cisco Personal Assistant Components window:

a. Choose the Personal Assistant components to install:

• Cisco Personal Assistant Server—Manages the interaction between the user and

Cisco

Personal Assistant, processes call routing and dial rules, and manages the overall

configuration of the Cisco

• Cisco Personal Assistant Speech Recognition Server—Processes speech commands.

• Cisco Personal Assistant Web Administration—Is used to administer and access

Personal

Assistant by using a web browser.

During installation, the selected components install on the same system. If you want to install components on different systems, choose only those components you want installed together at this time. You must perform subsequent installations to install the remaining components on different systems.

b. To install Personal Assistant on an Windows 2000 Domain, select Use a Domain Account and enter

the following:

• Account—Domain administrator account.

• Password—Password for the domain administrator account.

• Domain—Domain in which you are installing Cisco Personal Assistant.

If you are installing multiple Personal Assistant servers, you must install them in the same Windows

2000 domain.

Installing Personal Assistant Software

Personal Assistant system.

If you chose to install only the Personal Assistant Speech Recognition Server, skip to Step 12. Otherwise, continue with Step 8.

Step 8 Click Next. The Cisco Personal Assistant Locales window opens.

Step 9 Check the check boxes for the desired locales.

Step 10 Click Next. The Cisco CallManager Database Location window opens.

Step 11 On the Cisco CallManager Database Location window, enter the settings from the Cisco CallManager

publisher:

• Host name—The DNS name or IP address of the Cisco CallManager publisher.

• Windows 2000 username and password—The settings on the server that is the Cisco CallManager

publisher.

• SQL Server username and password—The SQL server used by Cisco CallManager publisher. Enter

the information only if you are installing Personal Personal

Assistant version 1.4(3) or later, the installation program does not display the SQL Server

Assistant version 1.4(2) or earlier. Note that for

username and password fields.

These settings must match those on the Cisco CallManager publisher server. For example, if you do not have a password set for Windows

2000 on that system, do not enter it here. However, a user name is

required.

Note You must specify the same Cisco CallManager publisher for all of the Personal Assistant and

speech-recognition servers in the same Personal

Assistant cluster.

You must be able to access the Cisco CallManager system from the computer on which you are installing Personal Cisco

CallManager system. If it cannot reach Cisco CallManager, it generates an error and the

Assistant. When you click Next, the installer verifies connectivity to the

installation will not continue.

OL-4590-03

Cisco Personal Assistant 1.4 Installation and Administration Guide

2-3

Installing Personal Assistant Software

Step 12 Click Next. The Ready to Install Cisco Personal Assistant window opens.

If an error message appears saying, “Connected successfully using the information supplied, but could not find a Call Manager database on the server. Please check the information and retry,” exit the installation program and do the following procedure “

Cisco CallManager Database (Personal Assistant 1.4(2) and Earlier).” When you are done creating the

data source, repeat this procedure.

Step 13 Click Next.

The Personal Assistant components you selected are installed. Installation takes approximately 10 to 15 minutes to complete. Once complete, the Cisco Product Activation window opens.

Step 14 Click Yes to restart the computer. Click No to continue installing other applications. Note that you must

restart before using Personal

If you are installing Personal Assistant version 1.4(2) or 1.4(1) and if the installation of Personal

Assistant reports errors about connecting to the Cisco CallManager database, do the following procedure to create a system data source in the ODBC Data Source Administrator to use TCP/IP to connect to the Cisco Otherwise, skip the procedure.

Chapter 2 Installing and Upgrading Personal Assistant

To Manually Create a System Data Source for the

Assistant.

CallManager database. Do the procedure on each Personal Assistant server.

To Manually Create a System Data Source for the Cisco CallManager Database (Personal Assistant 1.4(2) and Earlier)

Step 1 On the Windows Start menu, click Settings > Control Panel > Administrative Tools > Data Sources

(ODBC).

Step 2 Click the System DSN tab, and click Add.

Step 3 In the Create New Data Source dialog box, click SQL Server from the list, and click Finish.

Step 4 In the Create a New Data Source to SQL Server dialog box, enter a name (for example, PACCMDB) and

a description for the data source in the applicable fields.

Step 5 In the Server list, click the hostname or IP address of the Cisco CallManager publisher server.

Note The ODBC sources on all servers in the Personal Assistant cluster must use the same publisher

database.

Step 6 Click Next.

Step 7 Click Client Configuration.

Step 8 In the Add Network Library Configuration dialog box, confirm that the correct Cisco CallManager

hostname or IP address appear in the Server Alias and Server Name fields.

Step 9 Under Network Libraries, click TCP/IP.

Step 10 Update the information in the Port Number field, if applicable.

Step 11 Click OK.

2-4

Step 12 Click With SQL Server Authentication Using a Login ID and Password Entered by the User, then

enter the Login ID and Password for the Cisco

Step 13 Click Next until you get to the last page, then Click Finish.

Step 14 In the dialog box that appears, click Test Data Source.

Cisco Personal Assistant 1.4 Installation and Administration Guide

CallManager publisher database.

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 List for Upgrading from Personal Assistant Version 1.3(x)

Use the following task list to upgrade Cisco Personal Assistant on a system that is currently running a

1.3(x) version of the software. The task list assumes the currently-installed Personal component was installed correctly and is functioning.

Personal Assistant will be out of service while the system is upgraded. Plan to upgrade the product on a day and time where the elimination of the Personal

Assistant service will have the least impact.

If you are installing Personal Assistant on a server that does not have a version already installed, see the

“Task List for Installing Personal Assistant on a New System” section on page 2-1.

Caution Do not upgrade from Personal Assistant version 1.2(x) directly to version 1.4. For this upgrade, you must

first upgrade to Personal Administration Guide for version 1.3 for instructions.

Assistant version 1.3. Refer to the Cisco Personal Assistant Installation and

Upgrading from Personal Assistant version 1.1(x) is not supported.

Assistant

1. If McAfee NetShield is installed on the Personal Assistant server, disable the virus-scanning

services so that they do not interfere with the installation program. See the

“Disabling McAfee

NetShield Services” section on page 2-8. Otherwise, skip to Task 2.

2. If Cisco Security Agent for Cisco Personal Assistant is installed on the Personal Assistant server,

disable the Cisco Security Agent service so that it does not interfere with the installation program. See the

“Disabling Cisco Security Agent for Cisco Personal Assistant” section on page 2-8.

Otherwise, skip to Task 3.

3. Upgrade Cisco CallManager to the required version. See Tab le 1-1 on page 1-6 for the required

version, and refer to the Cisco CallManager documentation for upgrade instructions.

4. Stop all Personal Assistant components to remove Personal Assistant services from the telephony

network. See the

5. Install the Personal Assistant server, speech recognition server, and user and administrative

interfaces. See the

6. If you are upgrading to the enhanced Text to Speech server, install the enhanced server. See the

“Stopping Personal Assistant Components” section on page 2-6.

“Installing Personal Assistant Software” section on page 2-2.

“Installing the Enhanced Text to Speech Server” section on page 2-9.

7. Reload user information from the corporate directory. See the “Refreshing the System—Updating

User Information from the Corporate Directory” section on page 2-10.

8. When the refresh has completed, re-enable the Cisco Security Agent service, if applicable. See the

“Re-Enabling Cisco Security Agent for Cisco Personal Assistant” section on page 2-9.

9. When the refresh has completed, if applicable, re-enable the McAfee NetShield services that you

disabled in Task

1. Refer to the virus-scanning software documentation for information about

re-enabling the services.

OL-4590-03

10. If you are upgrading to the enhanced Text to Speech server, configure the Text to Speech. See the

“Configuring Enhanced Text to Speech” section on page 4-14.

Cisco Personal Assistant 1.4 Installation and Administration Guide

2-5

Setting Up Active Directory as the Corporate Directory for Personal Assistant

11. If Cisco CallManager is configured in a cluster, specify the Cisco CallManager internal directory

configuration. See the

(Personal Assistant Version 1.4(3) or Later)” section on page 4-10.

“Specifying the Cisco CallManager Internal Directory Configuration

Stopping Personal Assistant Components

To Stop Personal Assistant Components

Step 1 Log on to the computer from which you are running the Personal Assistant upgrade program as a local

administrator.

Step 2 In the Personal Assistant administration interface, select System > Control Center. Personal Assistant

opens the Control Center page.

Step 3 Click Stop All in each of the three sections of the page to stop all Personal Assistant Servers, license

managers, and speech recognition servers.

Chapter 2 Installing and Upgrading Personal Assistant

Setting Up Active Directory as the Corporate Directory for Personal

Verifying That the Global Catalog Schema Includes Personal Assistant Attributes

Ta b l e 2-1 Personal Assistant Attributes

Assistant

Do the following two subsections, if applicable.

If you are using Active Directory for the corporate directory, and if you have users defined in multiple domains, you must use the global catalog server when you configure the corporate directory.

If you use the global catalog server, the global catalog schema must include the attributes specific to Personal

In addition to the attributes listed, if you create directory hierarchies that use other attributes (for example, City=San Jose), ensure that the additional attributes are also included in the schema.

Verify with your Active Directory administrator that the global catalog schema has the applicable attributes.

Active Directory Attribute Name Attribute Name in Personal Assistant

sAMAccountName Unique Attribute

givenName First Name

sn Last Name

alias Nick Name

telephoneNumber Work Phone

Assistant, as listed in Tabl e 2-1.

2-6

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Chapter 2 Installing and Upgrading Personal Assistant

Table 2-1 Personal Assistant Attributes (continued)

Active Directory Attribute Name Attribute Name in Personal Assistant

mobile Cell Phone

homeNumber Home Phone

pager Pager Address

mail E-mail Address

Using an LDIF File

LDIF is a standard format used to import and export data from an LDAP directory. You can set up Personal the system refreshes and when it restarts. By default, Personal result in a large amount of network traffic, depending on the size of the data and the complexity of the system. Instead of having each server in a multiple Personal resource-intensive LDAP query, you can set up an LDIF file at a shared location and configure each server to read from it.

Note that Personal Assistant will still use LDAP queries for functions such as name-dialing, searching the corporate directory to copy users to the address book, and so on.

To use an LDIF file, you first set up the system to generate the LDIF file that includes attributes specific to Personal file. The

Assistant to read from an LDIF file to obtain information from the corporate directory when

Assistant. When you later configure the corporate directory, you specify the location of this

“To Configure the Corporate Directory” procedure on page 4-8 will alert you when to do this.

Setting Up Active Directory as the Corporate Directory for Personal Assistant

Assistant uses an LDAP query, which can

Assistant cluster run a large,

Table 2-2 lists the Personal Assistant attributes required in the LDIF file. Note that in addition to the

listed fields, if you configured directory hierarchies that use other attributes (for example, City=San Jose), you must include the additional attributes in the file. See the below for an example of how to set up an LDIF file for Personal Assistant.

Ta b l e 2-2 LDIF File Attributes

LDAP Attribute Name Attribute Name in Personal Assistant

cn, uid, or sAMAccountName Unique Attribute

givenName First Name

sn Last Name

alias Nick Name

telephoneNumber Work Phone

mobile Cell Phone

homeNumber Home Phone

pager Pager Address

mail E-mail Address

“Sample LDIF File Creation” section

OL-4590-03

Cisco Personal Assistant 1.4 Installation and Administration Guide

2-7

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 Paldifdata.ldif in the directory C:/Ldif. To create the file, run the ldifde command, as follows:

ldifde -s global-catalog-server -t 3268 -d “dc=sample,dc=com” -r “(ObjectCategory=Person)” -p SubTree -l “givenName,sn,alias,homePhone,telephoneNumber,mobile,pager,mail” -n -f “C:/Ldif/Paldifdata.ldif”

The example produces the following output:

dn: CN=jdoe,CN=users,CN=sample,CN=com changetype: add mail: jdoe@sample.com givenName: John sn: Doe telephoneNumber: 12345

Disabling McAfee NetShield Services

If McAfee NetShield is installed on the Personal Assistant server, the virus-scan services must be disabled before you run the Personal or upgrade process. (The task list alerts you when to re-enable the services.)

Assistant installation program in order to speed up the installation

Chapter 2 Installing and Upgrading Personal Assistant

To Disable McAfee NetShield Services

Step 1 On the Windows Start menu, click Programs > Administrative Tools > Services.

Step 2 In the right pane, double-click each of the services listed below. For each service, on the General tab,

click Stop, click Disabled in the Startup Type list, and then click OK.

• Network Associates Alert Manager

• Network Associates McShield

• Network Associates Task Manager

Step 3 Close the Services MMC.

Disabling Cisco Security Agent for Cisco Personal Assistant

To Disable the Cisco Security Agent Service

Step 1 On the Windows Start menu, click Programs > Administrative Tools > Services.

Step 2 In the right pane, double-click Cisco Security Agent.

Step 3 Click the General tab, and click Stop.

Step 4 In the Startup Type list, click Disabled, and click OK.

Step 5 Click OK to close the Cisco Security Agent Properties dialog box.

2-8

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-Enable the Cisco Security Agent Service

Step 1 On the Windows Start menu, click Programs > Administrative Tools > Services.

Step 2 In the right pane, double-click Cisco Security Agent.

Step 3 On the General tab, in the Startup Type list, click Automatic.

Step 4 Click Start.

Step 5 Click OK to close the Cisco Security Agent Properties dialog box.

Step 6 Close the Services MMC.

Installing the Enhanced Text to Speech Server

The platform requirements for the enhanced Text to Speech server are the same as the requirements for the Personal Personal Assistant Version 1.4. The release notes are available at

http://www.cisco.com/en/US/products/sw/voicesw/ps2026/prod_release_notes_list.html.

The enhanced Text to Speech server can be installed on the Personal Assistant server or on a separate server, but not on the Cisco able to connect to the Text to Speech server. Otherwise enhanced text to speech generation will fail and the default text to speech server will be used instead.

Do the following two procedures, if applicable.

To Install the Enhanced Text to Speech Server and Any Applicable Locale(s)

Step 1 Log on to the computer from which you are installing the Text to Speech server as a local administrator.

Step 2 If you are installing the Text to Speech server on the Personal Assistant server, as a best practice, we

recommend that you stop one of the Personal

a. On the Windows Start menu, click Programs > Administrative Tools > Services.

b. In the right pane, double-click PATTSServer.

c. Click the General tab, and click Stop. If a message appears saying that the PATTServer service

could not be stopped, click OK.

d. Close the Services MMC.

Step 3 Insert the Cisco Personal Assistant Enhanced TTS Server CD1 in the CD-ROM drive.

Assistant server. Refer to the “Hardware Requirements” section of the Release Notes for

CallManager or Cisco Unity server. The Personal Assistant server must be

Assistant services. Do the following substeps:

OL-4590-03

If the installation program does not appear, browse to the root directory of the CD, and double-click Setup.exe.

Step 4 Follow the on-screen prompts until you are prompted to select the components to install.

Cisco Personal Assistant 1.4 Installation and Administration Guide

2-9

Refreshing the System—Updating User Information from the Corporate Directory

Step 5 Check the Enhanced TTS Server check box.

Step 6 Check the check box(es) of the locale(s) that you want to install.

Step 7 Enter a port number between 1024 and 65535 on which to run the TTS server, in the TTS Port Number

field, and click Next. (The default is 6666.)

We recommend that you make note of this number. This is the port number that you will enter on the Enhanced TTS Configuration page of the Administration interface.

Step 8 Continue to follow the on-screen prompts until the setup is complete.

Step 9 When the setup is complete, click OK.

To install additional locales, do the following procedure.

To Install Additional Enhanced Text to Speech Server Locales

Step 1 Ensure that you are logged on to the computer from which you are installing the additional enhanced

Text to Speech server locales as a local administrator.

Step 2 If you are installing the additional locales on the Personal Assistant server, as a best practice, we

recommend that you stop one of the Personal

Chapter 2 Installing and Upgrading Personal Assistant

Assistant services. Do the following substeps:

a. On the Windows Start menu, click Programs > Administrative Tools > Services.

b. In the right pane, double-click PATTSServer.

c. Click the General tab, and click Stop. If a message appears saying that the PATTServer service

could not be stopped, click OK.

d. Close the Services MMC.

Step 3 Insert the Cisco Personal Assistant Enhanced TTS Server CD2 in the CD-ROM drive.

If the installation program does not appear, browse to the root directory of the CD, and double-click Setup.exe.

Step 4 Follow the on-screen prompts until you are prompted to select the components to install.

Step 5 Check the check boxes for the applicable locales, and click Next.

Step 6 Continue to follow the on-screen prompts until the setup is complete.

Step 7 When the setup is complete, click OK.

Refreshing the System—Updating User Information from the Corporate Directory

Do the following procedure to have Personal Assistant load speech recognition grammars and user information from the corporate directory.

Ensure that the virus-scanning services are disabled during the first system refresh.

2-10

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Chapter 2 Installing and Upgrading Personal Assistant

To Refresh the System

Step 1 Log on to the Personal Assistant administration interface.

Step 2 Select System > Speech Services. The Speech Services Configuration page appears.

Step 3 Click Refresh Now.

Note that the refresh can take up to an hour, depending on the size of the corporate directory, the number of locales installed, and the number of directory hierarchies configured.

Step 4 After the refresh has completed, verify that the refresh was successful by clicking Last Refresh Details.

Step 5 If the refresh was not successful, the Personal Assistant services may not run and some

Personal

a. On the Speech Services Configuration page, verify that the entry in the License Key field is valid.

Assistant features may be unavailable. Do the following substeps:

If the Number of Licenses field does not display the correct number speech ports and available locales, re-enter the license key, and click Save to update the information.

b. Verify the DNS names or IP addresses in the Speech Recognition Server Hosts and the Speech

Recognition License Manager Hosts lists. If any information is incorrect, make the applicable modifications, and click Save to update the information.

c. Navigate to the Control Center page and verify that the license manager is running. If the license

manager has not started, click the Start button on the same line as the server name.

Refreshing the System—Updating User Information from the Corporate Directory

d. Return to the Speech Services Configuration page and click Refresh Now.

e. After the refresh has completed, verify that the refresh was successful by clicking Last Refresh

Details.

If the refresh was not successful, contact Cisco TAC to resolve the problem before proceeding.

OL-4590-03

Cisco Personal Assistant 1.4 Installation and Administration Guide

2-11

Refreshing the System—Updating User Information from the Corporate Directory

Chapter 2 Installing and Upgrading Personal Assistant

2-12

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

CHA P TER

Configuring Cisco CallManager for Personal Assistant

After installing Personal Assistant, you must complete tasks in Cisco CallManager, as described in the following sections:

• Setting Up Cisco IP Phone Route Plans, page 3-2

• Setting Up Personal Assistant to Intercept Calls, page 3-3

• Setting Up the Personal Assistant Number, page 3-8

• Adding Personal Assistant as a JTAPI User, page 3-9

• Adding Media Ports for Personal Assistant, page 3-10

• Configuring Cisco Unity in Cisco CallManager for Integration with Personal Assistant, page 3-12

Cisco Personal Assistant Configuration Wizard

The Cisco Personal Assistant Configuration Wizard is a tool that can be used to automatically configure most of the objects that Cisco that you install Personal

CallManager needs for integration with Personal Assistant the first time

Assistant.

OL-4590-03

Note that the wizard can only be used with Personal Assistant version 1.4(3) or later.

If you use the wizard to complete the tasks in Cisco CallManager automatically, you will still have to do the tasks in the following two sections to configure phones manually:

• Assigning the Partition and Calling Search Space to Phones, page 3-3

• Updating the Partition for Managed Phones, page 3-8

You can download the wizard for free from the Personal Assistant Software Download page at

http://www.cisco.com/cgi-bin/tablebuild.pl/assist.

For more information on using the wizard—including instructions for installing and running it—refer to the Personal Software Download page.

Note that to access the software download page, you must b e logged on to Cisc o.com as a registered user.

Understanding the Cisco CallManager Examples

The setup sections in this chapter represent an example setup, with sample values included for reference only. Your particular configuration depends on the needs of your network. For the examples, the following calling search spaces and partitions are used:

• EmployeeCSS—includes the PA and Employee partitions

Assistant Configuration Wizard Readme file, also available on the Personal Assistant

Cisco Personal Assistant 1.4 Installation and Administration Guide

3-1

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 cluster. If you have more than one cluster, you must repeat the configuration in each cluster. The route points and translation patterns (if applicable) will be different in each cluster, but you can use the same partition and calling search space names, and the same Personal

For detailed information about how Personal Assistant uses calling search spaces and partitions, see the

“Partitions and Calling Search Spaces” section on page 1-4.

Assistant user name.

Setting Up Cisco IP Phone Route Plans

Before configuring Personal Assistant, you must ensure that the Cisco IP Phones are added and registered with Cisco assistance adding and registering the Cisco IP Phones.

The following sections provide an example setup for your network:

• Creating a Phone Partition, page 3-2

• Creating a Phone Calling Search Space, page 3-2

• Assigning the Partition and Calling Search Space to Phones, page 3-3

CallManager. Refer to the Cisco CallManager documentation and Help if you need

• Using Partitions and Calling Search Spaces Without Personal Assistant, page 1-17

Creating a Phone Partition

If you have not already created a partition for the Cisco IP Phones, do the following procedure to create one.

To Create a Phone Partition

Step 1 Navigate to the Find and List Partitions page of the Cisco CallManager administration interface.

Step 2 Click Add a New Partition. The Partition Configuration page opens.

Step 3 In the Partition Name and Description field, enter a descriptive name (for example, “Employee”).

Optionally, you can include a description.

Step 4 Click Insert to add the new partition.

Creating a Phone Calling Search Space

If you do not already have a calling search space defined for the Cisco IP Phones, do the following procedure to create one.

3-2

To Create a Calling Search Space

Step 1 Navigate to the Find and List Calling Search Spaces page of the Cisco CallManager administration

interface.

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 the Calling Search Space Name field, enter a descriptive name (for example, “EmployeeCSS”).

Step 4 In the Available Partitions list box, select the Employee partition and add it to the Selected Partitions

list box by clicking the arrow buttons between the two list boxes.

Step 5 Click Insert to add the new calling search space.

Assigning the Partition and Calling Search Space to Phones

After you have created the Employee partition and calling search space, you must configure the IP phones to use them.

You can use the Bulk Administration Tool (BAT) to change the partition and calling search space on phones in much less time than it takes to make the changes to each phone individually. If you prefer to make the changes individually on each phone, do the following procedure. For instructions on using the BAT, refer to the Cisco

CallManager documentation.

To Assign a Partition and Calling Search Space to Phones

Step 1 Navigate to the Find and List Phones page of the Cisco CallManager administration interface.

Step 2 In the search field, select Device Name Is Not Empty and click Find.

Cisco CallManager lists all of the phones in the bottom frame.

Step 3 Click the phone whose configuration you want to change. The Phone Configuration page opens.

Step 4 Click the line number you want to configure in the left-hand column. The Directory Number

Configuration page opens.

Step 5 Change the partition to Employee, and the calling search space to EmployeeCSS.

Step 6 Click Insert to save your changes.

Setting Up Personal Assistant to Intercept Calls

Personal Assistant can intercept incoming calls and route them according to user-defined rules. To enable Personal configure two Personal interceptor port route points, and update the calling search space and change the partition on the end-user phones.

The following sections describe the steps involved in configuring Cisco CallManager to enable Personal

Assistant to intercept calls between two extensions, such as 1006 and 1007, you must

Assistant partitions and a calling search space, create the Personal Assistant

Assistant to intercept calls:

OL-4590-03

• Creating the Personal Assistant Partitions, page 3-4

• Creating the Personal Assistant Calling Search Space, page 3-4

• Creating Personal Assistant Interceptor Ports and Configuring Error Handling, page 3-4

• Updating the Calling Search Space for End-User Phones, page 3-7

Cisco Personal Assistant 1.4 Installation and Administration Guide

3-3

Setting Up Personal Assistant to Intercept Calls

• Updating the Partition for Managed Phones, page 3-8

Creating the Personal Assistant Partitions

Do the following procedure to create the two Personal Assistant partitions:

• PA—The partition that will contain the route points used as Personal Assistant interceptor ports.

Used to intercept calls to the phones that Personal

• PAManagedEmployee—The partition for phones whose calls will be intercepted by

Personal

To Create Personal Assistant Partitions

Step 1 Navigate to the Find and List Partitions page of the Cisco CallManager administration interface.

Step 2 Click Add a New Partition. The Partition Configuration page opens.

Step 3 In the Partition Name field, enter a descriptive name (for example, “PA”).

Step 4 Click Insert to add the new partition.

Step 5 Repeat Step 2 through Step 4 to create the PAManagedEmployee partition.

Assistant.

Chapter 3 Configuring Cisco CallManager for Personal Assistant

Assistant manages.

Creating the Personal Assistant Calling Search Space

To Create a Personal Assistant Calling Search Space

Step 1 Navigate to the Find and List Calling Search Spaces page of the Cisco CallManager administration

interface.

Step 2 Click Add a New Calling Search Space. The Calling Search Space Configuration page opens.

Step 3 In the Calling Search Space Name field, enter a descriptive name (for example, “PACSS”).

Step 4 In the Available Partitions list box, select the PAManagedEmployee and Employee partitions, and add

them to the Selected Partitions list box by clicking the arrow buttons between the two list boxes. Arrange the partitions so that PAManagedEmployee is at the top of the list.

If you are using any other partitions, add them to this list.

Step 5 Click Insert to add the new calling search space.

Creating Personal Assistant Interceptor Ports and Configuring Error Handling

When you configure the Personal Assistant servers, you assign the route points you create here to the individual servers. Thus, you should define route points based on how you will divide the managed phones between servers.

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

These route points coincide with the phone extensions. The most efficient way to configure Personal

Assistant is to use wildcards to define a single route point that covers many extensions. For example, the single route point 1XXX covers extensions 1000 to 1999. To define a route point that covers a single extension, enclose the last digit in square brackets. For example, 240[5] covers only the extension 2405.

In addition to creating the Personal Assistant interceptor port route points, you configure interceptor port error handling to enable Cisco Personal

Assistant server is unavailable.

CallManager to route calls to Personal Assistant users when the

See the applicable section, depending on the Cisco CallManager version you are using:

• Creating Personal Assistant Interceptor Port Route Points and Configuring Error

Handling—Cisco CallManager Version 4.0 and Later, page 3-5

• Creating Personal Assistant Interceptor Port Route Points and Configuring Error

Handling—Cisco CallManager Version 3.x, page 3-6

Creating Personal Assistant Interceptor Port Route Points and Configuring Error Handling—Cisco

CallManager Version 4.0 and Later

When the system uses Cisco CallManager version 4.0 or later, you configure the error handling at the same time that you create each Personal

To Create Route Points and Configure Error Handling for the Personal Assistant Interceptor Ports

Step 1 Navigate to the Find and List CTI Route Points page of the Cisco CallManager administration

Assistant interceptor port route point.

interface.

Step 2 Click Add a New CTI Route Point. The CTI Route Point Configuration page opens.

Step 3 In the Device Name field, enter a unique meaningful name to identify this as a Personal Assistant route

point interceptor number. (For example, if you are creating the 1XXX route point, “PA1XXX” or “PARP1XXX” might be useful names.)

Step 4 From the Device Pool menu, select the applicable device pool.

Step 5 From the Calling Search Space menu for the device, select the calling search space that is configured for

Personal

Step 6 Click Insert to add the new CTI route point.

Step 7 Click OK to add a directory number for line 1 of the CTI Route Point. The Directory Number

Assistant (for example, “PACSS”).

Configuration window for line 1 opens.

Step 8 In the Directory Number field, enter the phone number to be used for a Personal Assistant interceptor

port (for example, “1XXX”).

Step 9 From the Partition menu, select the phone partition that is configured for Personal Assistant (for

example, “PA”).

OL-4590-03

Step 10 From the Calling Search Space menu for the line, select the same calling search space that you chose for

the device in

Step 5.

Do not leave <None> as the calling search space for line 1.

Step 11 Click No Voice Mail in the Voice Mailbox Profile list. Otherwise, Personal Assistant cannot mark user

messages with the sender name.

Step 12 In the Forward No Answer Destination field, enter the same phone number that you entered in the

Directory Number field in

Step 8.

Cisco Personal Assistant 1.4 Installation and Administration Guide

3-5

Chapter 3 Configuring Cisco CallManager for Personal Assistant

Setting Up Personal Assistant to Intercept Calls

Step 13 In the Calling Search Space menu for the Forward No Answer field, click the same calling search space

that you chose for the directory number in

Step 14 Repeat Step 12 and Step 13 for Forward Busy and Forward on Failure.

Step 15 Click Insert.

Step 16 Repeat Step 2 through Step 15 to create any additional route points.

Step 10.

Creating Personal Assistant Interceptor Port Route Points and Configuring Error Handling—Cisco

CallManager Version 3.x

When the system uses Cisco CallManager version 3.x, you configure error handling by creating a corresponding translation pattern for each Personal

Do the following two procedures to define the route points and translation patterns that will be used as Personal

To Create Route Points for the Personal Assistant Interceptor Ports

Assistant interceptor ports.

Assistant interceptor port that you configure.

Step 1 Navigate to the Find and List CTI Route Points page of the Cisco CallManager administration

interface.

Step 2 Click Add a New CTI Route Point. The CTI Route Point Configuration page opens.

Step 3 In the Device Name field, enter a unique meaningful name to identify this as a Personal Assistant route

point interceptor number. For example, if you are creating the 1XXX route point, “PA1XXX” or “PARP1XXX” might be useful names.

Step 4 From the Device Pool menu, select the applicable device pool.

Step 5 From the Calling Search Space menu for the device, select the calling search space that is configured for

Personal

Step 6 Click Insert to add the new CTI route point.

Step 7 Click OK to add a directory number for line 1 of the CTI Route Point. The Directory Number

Assistant (for example, “PACSS”).

Configuration window for line 1 opens.

Step 8 In the Directory Number field, enter the phone number to be used for a Personal Assistant interceptor

port (for example, “1XXX”).

Step 9 From the Partition menu, select the phone partition that is configured for Personal Assistant (for

example, “PA”).

Step 10 From the Calling Search Space menu for the line, select the same calling search space that you chose for

the device in

Step 5.

Do not leave <None> as the calling search space for line 1.

Step 11 If the system uses Cisco CallManager version 3.2 or later, click No Voice Mail in the Voice Mailbox

Profile list. If the system uses Cisco Otherwise, Personal

Step 12 Click Insert.

Step 13 Repeat Step 2 through Step 12 to create any additional route points.

Assistant cannot mark user messages with the sender name.

CallManager version 3.1, leave the Voice Message Box field blank.

3-6

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Chapter 3 Configuring Cisco CallManager for Personal Assistant

Step 14 Continue with the following “To Create Translation Patterns to Correspond to the Personal Assistant

Route Points” procedure.

To Create Translation Patterns to Correspond to the Personal Assistant Route Points

Step 1 Navigate to the Find and List Translation Patterns page of the Cisco CallManager administration

interface.

Step 2 Click Add a New Translation Pattern. The Translation Pattern Configuration window opens.

Step 3 In the Translation Pattern field, enter one of the directory numbers of the route points you configured

(for example, “1XXX”).

Step 4 In the Partition field, select Employee.

Step 5 In the Calling Search Space field, select PAC S S .

Step 6 Deselect Provide Outside Dial Tone.

Step 7 Click Insert to save your changes.

Step 8 Repeat Step 2 through Step 7 for every route point you configured in the previous “To Create Route

Points for the Personal Assistant Interceptor Ports” procedure.

Setting Up Personal Assistant to Intercept Calls

Updating the Calling Search Space for End-User Phones

After adding Personal Assistant to your network, you need to update the calling search space assigned to the end-user phones.

To Update a Calling Search Space for End-User Phones

Step 1 Navigate to the Find and List Calling Search Spaces page of the Cisco CallManager administration

interface.

Step 2 In the search field, enter EmployeeCSS and click Find, or to list all calling search spaces, click Find

with no search argument.

Step 3 Select EmployeeCSS from the calling search space list.

The Calling Search Space Configuration page opens.

Step 4 In the Available Partitions list box, select the PA partition, and add it to the Selected Partitions list box

by clicking the arrow buttons between the two list boxes.

Step 5 Rearrange the order of the partitions to ensure that the PA partition is first.

Step 6 Click Update to update the calling search space.

Step 7 If you are using other calling search spaces for phones, repeat Step 2 through Step 6 to update them.

OL-4590-03

Cisco Personal Assistant 1.4 Installation and Administration Guide

3-7

Setting Up the Personal Assistant Number

Updating the Partition for Managed Phones

To convert a phone to Personal Assistant management, assign the phone to the PAManagedEmployees partition. You can do a phased deployment of Personal subset of your phones at a time.

You can use the Bulk Administration Tool (BAT) to change the partition on phones in much less time than it takes to make the changes to each phone individually. If you prefer to make the changes individually on each phone, do the following procedure. For instructions on using the BAT, refer to the Cisco

CallManager documentation.

To Update the Partition for Managed Phones

Step 1 Navigate to the Find and List Phones page of the Cisco CallManager administration interface.

Step 2 To view all phones, select Device Name Is Not Empty, or enter a limited search string to view the phone

subset you want to configure, and click Find.

Cisco CallManager lists the phones in the bottom frame.

Step 3 Click the phone whose configuration you want to change. The Phone Configuration page opens.

Step 4 In the left-hand column, click the line number you want to configure. The Directory Number

Configuration page opens.

Chapter 3 Configuring Cisco CallManager for Personal Assistant

Assistant by changing the partition of only one

Step 5 Change the partition to PAManagedEmployee.

Step 6 Click Insert to save your changes.

Setting Up the Personal Assistant Number

You must configure a CTI route point in Cisco CallManager to identify the phone number that is used to access Personal to configure the automated attendant number.

To Set Up the Personal Assistant Number

Step 1 Navigate to the Find and List CTI Route Points page of the Cisco CallManager administration

interface.

Step 2 Click Add a New CTI Route Point. The CTI Route Point Configuration page opens.

Step 3 In the Device Name field, enter a unique name (for example, “PANumber”) to identify this as the

Personal

Step 4 From the Device Pool menu, select the applicable device pool.

Step 5 From the Calling Search Space menu for the device, select the Personal Assistant calling search space

you configured (for example, “PACSS”).

Step 6 Click Insert to add the new CTI route point.

Step 7 Click OK to add a directory number for line 1 of the CTI Route Point. The Directory Number

Configuration window for line 1 opens.

Assistant. If you are also setting up an automated attendant, do the following procedure

Assistant access number.

3-8

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Chapter 3 Configuring Cisco CallManager for Personal Assistant

Step 8 In the Directory Number field, enter the phone number to be used for calling Personal Assistant (for

example, “4000”).

Step 9 From the Partition menu, select the phone partition you configured (for example, “Employees”).

Step 10 From the Calling Search Space menu for the line, select the Personal Assistant calling search space you

configured (for example, “PACSS”).

Ensure that you set the Calling Search Space for the line to the Calling Search Space for the device. Do not leave <None> as the Calling Search Space for the line.

Step 11 Assign the Call Forward No Answer and Call Forward Busy to the PAC S S calling search space.

Step 12 If you want to use load balancing and have configured multiple CTI route points, enter the extension to

forward to in the Call Forward No Answer and Call Forward Busy Destination field.

Step 13 Click Insert and Close.

For additional assistance, refer to the documentation and Help included with Cisco CallManager.

Adding Personal Assistant as a JTAPI User

You need to add Personal Assistant as a JTAPI user. The settings you enter here are used when configuring a JTAPI telephony provider in Personal

To Add Personal Assistant as a JTAPI User

Step 1 In Cisco CallManager, select User > Add a New User.

Step 2 Complete the following required fields:

• First Name—Use a descriptive name (for example, “Personal”).

• Last Name—Use a descriptive name (for example, “Assistant”).

• UserID—Use a descriptive name (for example, “PA”).

• User Password and Confirm Password—Enter and confirm a password.

• PIN and Confirm PIN—Enter and confirm a PIN.

Step 3 Check the Enable CTI Application Use check box.

Step 4 Click Insert to create the user.

Step 5 In the left-hand column, click Device Association.

Step 6 In the User Devices Assignment window, fill in the search field and click Select Devices to list the route

Assistant.

points. Check the check boxes associated with the Device Name fields for the route points used as the Personal

Step 7 Click Update to save your changes.

Assistant number, the automated attendant number, and the interceptor ports.

OL-4590-03

Tip If you do not select all of the CTI route points defined for the use of Personal Assistant, callers will hear

a busy tone when calling Personal

Assistant or the automated attendant, or calls to certain extensions

will not be intercepted.

Cisco Personal Assistant 1.4 Installation and Administration Guide

3-9

Chapter 3 Configuring Cisco CallManager for Personal Assistant

Adding Media Ports for Personal Assistant

Media ports terminate the media between Personal Assistant and the end-user Cisco IP Phones. Add a media port for each simultaneous Personal simultaneous sessions, add 24 ports.

After configuring these ports in Cisco CallManager, you must also enter the number of ports in the Personal

Assistant administration interface (see the “Configuring Personal Assistant Servers” section on

page 4-10).

You create media ports as Cisco7960 devices, even if you are using other types of phones in your network.

This section contains two procedures for adding media ports. Do the applicable procedure for your version of Cisco

• To Add Media Ports for Personal Assistant (Cisco CallManager 4.0 and Later), page 3-10

• To Add Media Ports for Personal Assistant (Cisco CallManager 3.3 and Earlier), page 3-11

To Add Media Ports for Personal Assistant (Cisco CallManager 4.0 and Later)

CallManager:

Assistant session you require. For example, if you need 24

Step 1 In Cisco CallManager, select Device > Add a New Device.

Step 2 From the Device Type drop-down list box, select Phone, and click Next.

Step 3 From the Phone Type drop-down list box, select Cisco7960, and click Next. The Phone Configuration

options page opens.

Step 4 Enter the MAC address, as follows:

Enter the extension number, preceded by an adequate number of nines (as a place holder for all unoccupied digits to the left of the extension) so that the end result is a 12-digit number. For example, if the extension is 5001, the MAC address should be 999999995001.

Step 5 From the Device Pool menu, select the applicable device pool.

Step 6 From the Phone Button Template menu, select Standard 7960.

Step 7 Click Insert to add the Device.

Step 8 When you are asked if you want to configure line 1, click OK. The Directory Number Configuration

page opens.

Step 9 In the Directory Number field, enter the extension assigned to this port (for example, “5001”).

Step 10 From the Partition menu, select the phone partition you configured (for example, “Employees”).

Step 11 From the Voice Mail Profile menu, select NoVoiceMail. (Note that if you do not set this to NoVoiceMail,

Personal

Step 12 From the Calling Search Space menu, select the calling search space configured for Personal Assistant

Assistant cannot mark user messages with the sender name.)

(for example, “PACSS”).

Step 13 Ensure that no values are entered for the Call Forward and Pickup settings.

3-10

Step 14 In the Maximum Number of Calls field, enter 2.

Step 15 In the Busy Trigger field, enter 1.

Step 16 Click Add.

Step 17 Repeat Step 1 through Step 16 for each port that you need to add.

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Chapter 3 Configuring Cisco CallManager for Personal Assistant

For example, if you need 24 simultaneous sessions, follow these steps to create 24 media ports. Assign consecutive numbers to the ports (for example, “4001–4024”).

To Add Media Ports for Personal Assistant (Cisco CallManager 3.3 and Earlier)

Step 1 In Cisco CallManager, select Device > Add a New Device.

Step 2 From the Device Type drop-down list box, select Phone, and click Next.

Step 3 From the Phone Type drop-down list box, select Cisco7960, and click Next. The Phone Configuration

options page opens.

Step 4 Enter the MAC address, as follows:

Step 5 From the Device Pool menu, select the applicable device pool.

Step 6 From the Phone Button Template menu, select Standard 7960.

Step 7 Click Insert to add the Device.

Step 8 When you are asked if you want to configure line 1, click OK. The Directory Number Configuration

page opens.

Adding Media Ports for Personal Assistant

Step 9 In the Directory Number field, enter the extension assigned to this port (for example, “5001”).

Step 10 From the Partition menu, select the phone partition you configured (for example, “Employees”).

Step 11 From the Voice Mail Profile menu, select NoVoiceMail. (Note that if you do not set this to NoVoiceMail,

Personal

Step 12 From the Calling Search Space menu, select the Personal Assistant calling search space you configured

Assistant cannot mark user messages with the sender name.)

(for example, “PACSS”).

Step 13 From the Call Waiting menu, select Off.

Step 14 Ensure that no values are entered for the Call Forward and Pickup settings.

Step 15 Click Insert to save your changes.

Step 16 Repeat Step 1 through Step 15 for each port that you need to add.

For example, if you need 24 simultaneous sessions, follow these steps to create 24 media ports. Assign consecutive numbers to the ports (for example, “4001–4024”).

Tip You can use the Cisco Bulk Administrator Tool (BAT) to configure several ports at once.

OL-4590-03

Cisco Personal Assistant 1.4 Installation and Administration Guide

3-11

Chapter 3 Configuring Cisco CallManager for Personal Assistant

Configuring Cisco Unity in Cisco CallManager for Integration with Personal Assistant

Configuring Cisco Unity in Cisco CallManager for Integration with Personal

When adding Cisco Unity to Cisco CallManager, and setting the calling search space that you use for voice mail ports and for message waiting indicators, ensure that it contains the PAManagedEmployees partition, but not the PA partition. Otherwise, the message waiting indicators will not work.

You assign partitions and calling search spaces to voice mail ports on the Feature > Voice Mail > Cisco Voice Mail Port > Voice Port Configuration page of the Cisco CallManager Administration interface.

You use the Cisco CallManager Administration interface to assign partitions and calling search spaces to message waiting indicators in one of the following ways:

• On the Feature > Voice Mail > Message Waiting > Message Waiting Configuration page.

• On the Service Parameters Configuration page by going to Service > Service Parameters, and

Refer to the documentation included with Cisco Unity and Cisco CallManager for detailed instructions on integrating Cisco

Assistant

clicking Cisco Messaging Interface for the applicable server. Set the calling search spaces on the Service Parameters Configuration page only when a simplified message desk interface (SMDI)-compliant external voicemail system is used.

Unity with Cisco CallManager.

3-12

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

CHA P TER

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 Assistant Administration Interface, page 4-3

• Configuring Speech Recognition, page 4-4

• Configuring Telephony Providers, page 4-7

• Configuring the Corporate Directory, page 4-7

• Specifying the Cisco CallManager Internal Directory Configuration (Personal Assistant Version

1.4(3) or Later), page 4-10

• Configuring Personal Assistant Servers, page 4-10

• Configuring Messaging, page 4-12

• Configuring Enhanced Text to Speech, page 4-14

• Creating a Simple Automated Attendant, page 4-15

• Creating Dialing Rules, page 4-16

• Configuring Directory Lookup Rules, page 4-17

• Configuring Directory Hierarchies, page 4-18

• Setting Up Systemwide Rules, page 4-19

• Integrating Personal Assistant with a Cisco Unity Voice Messaging System, page 4-20

• Integrating Personal Assistant with an Octel Voice Messaging System, page 4-23

• Integrating Personal Assistant with Exchange 5.5, page 4-24

Personal Assistant Configuration Task List

Personal Assistant does not function until you complete a minimal configuration. After installing Personal Personal various directories, voice mail systems, and other servers that Personal

OL-4590-03

Assistant, you use the administration interface to create speech server clusters and

Assistant server clusters, and to configure the connections between these clusters and the

Cisco Personal Assistant 1.4 Installation and Administration Guide

Assistant should use. The

4-1

Personal Assistant Configuration Task List

following task list helps you understand what you must do to make Personal Assistant operational, and also indicates which configuration steps are optional. The cross-references lead to sections that provide details for each configuration step.

1. Log on to the Personal Assistant Administration interface. See the “Logging On to and Out of the

Personal Assistant Administration Interface” section on page 4-3.

2. If you are using Personal Assistant speech-recognition capabilities, create and configure the speech

server clusters. See the

3. Create the telephony providers that the Personal Assistant servers will require. You must create

these providers before you create the server clusters. See the

section on page 4-7.

4. Identify the corporate directory to Personal Assistant. See the “Configuring the Corporate

Directory” section on page 4-7.

5. Create and configure the Personal Assistant server clusters. See the “Configuring Personal Assistant

Servers” section on page 4-10.

6. If you are using Personal Assistant version 1.4(3) or later and if Cisco CallManager is using its

internal directory, specify the Cisco

“Specifying the Cisco CallManager Internal Directory Configuration (Personal Assistant Version

1.4(3) or Later)” section on page 4-10.

7. Configure the following messaging features, as applicable to your configuration:

Chapter 4 Configuring Personal Assistant

“Configuring Speech Recognition” section on page 4-4.

“Configuring Telephony Providers”

CallManager internal directory configuration. See the

• Calendar-based call routing rules.

• The ability for users to create call routing rules that send e-mail pages to them.

• The ability for users to access voice mail while calling Personal Assistant, or to create call

routing rules that send callers directly to voice mail.

• Automatic notification from Personal Assistant when user PINs have been changed (only

available if the system is configured to use the Cisco

CallManager PIN).

See the “Configuring Messaging” section on page 4-12.

8. Identify the operator to whom Personal Assistant will transfer calls if a user has problems with

Personal

Note From the Miscellaneous Settings page, you can also set up logging, and can modify

Assistant. See the “Miscellaneous Settings” section on page A-12.

additional settings. Many settings on the Miscellaneous Settings page are optional, and need

to be changed only if you find the default settings inappropriate for your network.

9. If you are using the enhanced Text to Speech feature, configure the settings for your enhanced

Tex t

to Speech server. See the “Configuring Enhanced Text to Speech” section on page 4-14.

10. If you want to use Personal Assistant as a simple automated attendant, which would allow callers to

dial users by name rather than by number (thus enabling callers to find an employee without knowing the phone number), configure the AA prompt and route point. See the

“Creating a Simple Automated Attendant” section on page 4-15 and the “Configuring Personal Assistant Servers” section on page 4-10.

11. If you want to make dialing easier for users, you can configure dial rules that will automatically

modify the numbers they dial. For example, if your phone system requires you to dial 9 to access an outside line, you can set up Personal automatically add a 9 to the front of the number. See the

Assistant to look for dialed numbers that are 7 digits and

“Creating Dialing Rules” section on

page 4-16.

4-2

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Chapter 4 Configuring Personal Assistant

12. Personal Assistant looks up callers in the corporate directory when an internal caller is placing a call

to another user. In order for Personal the number as written in the corporate directory. If the numbers do not match, Personal will not be able to determine the caller. This can happen, for example, if you enable 5-digit calling on the internal network, but you use 7- or 10-digit numbers in the corporate directory.

If you want Personal Assistant to be able to identify callers (which is required for effective call routing rule processing), configure directory lookup rules. See the

Rules” section on page 4-17.

13. If you have a large number of users, users might encounter problems when trying to dial a party by

name. For example, there might be too many parties that have the same or similar names. To help users narrow the Personal specify a location or department to search. See the

page 4-18.

14. If you want to set up rules to apply to all calls that come through the Personal Assistant system,

create and configure systemwide rules. See the

page 4-19.

15. If you are using Cisco Unity, configure the integration with the messaging system to enable voice

mail browsing for your users. See the

Messaging System” section on page 4-20.

Logging On to and Out of the Personal Assistant Administration Interface

Assistant to find the caller, the number of the caller must match

Assistant

“Configuring Directory Lookup

Assistant search, you can create directory hierarchies that will let users

“Configuring Directory Hierarchies” section on

“Setting Up Systemwide Rules” section on

“Integrating Personal Assistant with a Cisco Unity Voice

16. If you are using Octel voice messaging, configure the integration with the messaging system to allow

Personal

Personal Assistant with an Octel Voice Messaging System” section on page 4-23.

17. If you are using Exchange 5.5, configure the integration with Exchange to allow Personal Assistant

to send e-mail for refresh notification, PIN changes, and paging. See the

Personal Assistant with Exchange 5.5” section on page 4-24.

Assistant to distinguish between internal and external Octel numbers. See the “Integrating

“Integrating

Logging On to and Out of the Personal Assistant Administration Interface

You must log on to the Personal Assistant Administration interface to view or change the Personal accounts. You must use an account with administrative privileges on the Windows the administration interface in order to change the Personal

To Log On to and Out of the Personal Assistant Administration Interface

Step 1 From a supported web browser window, open the Personal Assistant Administrator page by using the

format http://<PA host>/pasystemadmin, where PA administration interface.

For example, if you installed the administration interface on a server named paserver, the URL would be http://paserver/pasystemadmin.

The Log on screen displays.

Step 2 Enter a Windows 2000 local user name that has administrator authority, and its password. The user name

must be defined on the system that is running the administrator interface.

Assistant configuration. Personal Assistant manages logons based on Windows 2000 local user

2000 system running

Assistant configuration.

host is the server on which you installed the

OL-4590-03

Step 3 Click Login. Personal Assistant logs you on to the system, and you can access the various configuration

pages.

Cisco Personal Assistant 1.4 Installation and Administration Guide

4-3

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 automatically logs you out after 30 minutes of inactivity.

Configuring Speech Recognition

You must configure speech services to create speech server clusters. This allows users to talk to Personal See the recognition with Personal Assistant, you can skip this configuration.

You can also fine-tune speech recognition if users are having problems with the speech recognition interface. See the address include:

• Users being asked too often to confirm their commands.

• Users being transferred to the operator too often because:

Assistant over the phone, for example, dialing parties by name rather than by phone number.

“To Configure Speech Recognition” procedure on page 4-4. If you are not using speech

“To Fine-Tune Speech Recognition” procedure on page 4-5. Problems that you can

–

There are a large number of similarly named people in your corporate directory.

Chapter 4 Configuring Personal Assistant

–

Errors occur in Personal Assistant understanding spoken commands.

–

Users ask for help from Personal Assistant too often during a session.

Make sure you have the license document included in the Personal Assistant package.

Personal Assistant uses defaults for all speech recognition parameters, and these should work well with most installations. Before fine-tuning the speech recognition parameters, confirm that any reported problems are widespread. If changes are necessary, trial and error is the only way to determine effective settings for these parameters for your specific needs.

To Configure Speech Recognition

Step 1 In the Personal Assistant Administration, select System > Speech Services. The Speech Services

Configuration page opens.

Step 2 If you want Personal Assistant to automatically refresh cached user information from the corporate

directory on a daily schedule, check the Daily Automatic Refresh check box, and set the time by using the Refresh Schedule hour and minute lists. This ensures that the corporate directory information stays up-to-date, and that the speech recognition software has the data required to understand spoken commands.

Note Depending on the size of your corporate directory, the number of locales installed, and the

number of directory hierarchies configured, it can take a significant amount of time to fetch this information, compile it, and publish it to the speech servers. Pick a time when directory updates are complete for the day, and there is reduced user access to Personal Assistant and the directory.

4-4

Step 3 If you want Personal Assistant to send you the refresh status by e-mail when a refresh has completed,

check the Send Refresh Status check box, and enter your e-mail address in the Administrator E-mail Address field.

Step 4 In the License Key field, enter your speech recognition license key.

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Chapter 4 Configuring Personal Assistant

After clicking Save, Personal Assistant displays the number of licenses, which is the maximum number of simultaneous speech ports and locales available when using this license key.

Step 5 Create the speech server cluster by doing the following substeps:

a. For each speech server, in the Speech Recognition Server Hosts field, enter the server IP address or

DNS name, and click Add. Note that the speech servers are not activated until the next refresh.

b. Identify one or two Personal Assistant servers that should be used as the license manager hosts. All

Personal actively used for distributing licenses.

c. In the Speech Recognition License Manager Hosts field, enter the IP address or DNS name of the

Personal servers, so that there is a backup license manager. Speech recognition works when there is at least one active license manager.

Step 6 From the Available Locales list, select the locales you want to support, and click >>. You can select

multiple locales by using Ctrl-Click or Shift-click. Personal locale only if your license key allows it.

Step 7 From the Default Locale list, select the language Personal Assistant will initially use in the

speech-recognition interface and on the user web interface.

Note that if you do not set a default locale, users will not have speech recognition and will be unable to access the user web interface.

Configuring Speech Recognition

Assistant servers include license managers, but you must identify which ones will be

Assistant server you want to use, and click Add. Cisco recommends that you identify two

Assistant allows you to add more than one

Note Users can later select a different locale for their use by using the user web interface.

Personal

Assistant uses the locale the user selects once it identifies who is calling or who is

logging on to the user web interface.

Step 8 Click Save to save and activate your changes.

Tip Select System > Miscellaneous Settings and enter the operator extension so that users are transferred to

the operator if they encounter too many speech recognition problems.

To Fine-Tune Speech Recognition

Step 1 In the Personal Assistant Administration, select System > Speech Services. The Speech Services

Configuration page opens.

Step 2 If you are trying to resolve problems in which users are being transferred to the operator too quickly, you

can make any of the following changes:

• If users are being transferred to the operator because there are many similarly named people in your

phone directory, change the Maximum Number for Disambiguation parameter.

The Maximum Number for Disambiguation setting determines the number of options (people, numbers, and so on) a user can select from when trying to call a person with a common name, such as John Smith. By increasing this number, Personal

Assistant presents additional selections and

reduces transfers to the operator.

OL-4590-03

Cisco Personal Assistant 1.4 Installation and Administration Guide

4-5

Configuring Speech Recognition

If Maximum Number for Disambiguation is set to “3,” a user will be presented with up to three selections if there are multiple people with the requested name. Therefore, if three people in your company share the name “John Smith,” Personal for each of the three, allowing users to select the applicable John Smith. If there are more than three people with the name John Smith, the user is transferred to the operator.

• If Personal Assistant is being interrupted too often and fails to provide users with the applicable

prompts, uncheck the Allow Barge-In check box.

Barge-In allows a user to interrupt Personal Assistant and issue a command in the middle of a prompt. However, in situations with excessive background noise, Personal accepting the noise as valid interruptions.

• If users are being transferred to the operator because they are encountering speech-recognition

errors, increase the number of errors allowed. When the Max Error Count per Dialog is reached during a dialog, or the Max Error Count per Call is reached during an entire session, the user is transferred to the operator. However, if you set the values too high, users can become frustrated while using Personal

• If users are being transferred to the operator because they are requesting help too often, you can

increase the number of times they are allowed to request help. When the Max Help Count per Dialog is reached during a dialog, or the Max Help Count per Call is reached during an entire Personal

Chapter 4 Configuring Personal Assistant

Assistant plays the recorded name and extension

Assistant might be

Assistant.

Assistant session, the user is transferred to the operator.

Step 3 If you are trying to resolve problems in which users are being asked to confirm their commands too often,

you can change the Rejection Confidence Level and Reconfirm Confidence Level parameters.

The speech-recognition software assigns a percentage confidence level to every recognized utterance. The default Rejection Confidence Level is 45 percent.

• If the software is less confident that it understood the speaker than the Rejection Confidence Level,

Personal

Assistant tells the user it did not understand the request: “Sorry, I didn’t understand.” The

user can then repeat or rephrase the request.

• If the confidence level is between Rejection Confidence Level and the Reconfirm Confidence Level

percentages, Personal

Assistant tells the speaker its interpretation of the request and asks the speaker to confirm the interpretation: “John Smith? Is this correct?” The speaker can then say yes or no. If yes, Personal

Assistant completes the request. If no, the speaker must repeat or rephrase the

request.

• If the confidence level is higher than the Reconfirm Confidence Level, Personal Assistant initiates

the request without asking for confirmation: “Calling John Smith.” The speaker can stop Personal

Assistant by saying “cancel” or “no.”

If you set Reconfirm Confidence Level too high, users will have to reconfirm most commands. If you set it too low, Personal

Step 4 Click Save to save and activate your changes.

Step 5 If you are installing or upgrading Personal Assistant, continue to follow the applicable task list.

Assistant might initiate too many unintended tasks.

Otherwise, if you added or removed a speech server or license manager, click Refresh Now to update the Personal

Assistant configuration and load the new servers with the information required for them to

operate correctly. (Ensure that the refresh is successful by clicking Last Refresh Details when the refresh is complete. If the refresh is not successful, see the

“Troubleshooting Failed System Refreshes”

section on page 6-11 to resolve the problem before proceeding.)

4-6

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Chapter 4 Configuring Personal Assistant

Configuring Telephony Providers

You must configure the telephony interface between Personal Assistant and the Cisco CallManager clusters so that Personal enter here must correspond to the Personal

“Adding Personal Assistant as a JTAPI User” section on page 3-9).

You must create one JTAPI provider and one Skinny provider for every Cisco CallManager cluster in which Personal have five Cisco must define at least ten providers (five JTAPI, five Skinny).

Personal Assistant uses both JTAPI and Skinny protocols, and must have providers for both. JTAPI is used for interceptor ports and route points; Skinny is used for media ports.

See the “Configuring Personal Assistant Servers” section on page 4-10 for more information on server configuration.

To Configure Telephony Providers

Assistant servers have their phone numbers and route points defined. For example, if you

CallManager clusters in which Personal Assistant servers have numbers defined, you

Assistant can successfully receive and transfer phone calls. The settings you

Configuring Telephony Providers

Assistant user you created in Cisco CallManager (see the

Step 1 In the Personal Assistant Administration, select System > Telephony. The Telephony Configuration

page opens.

Step 2 In the Provider Group Name field, enter a meaningful name for the provider group you are adding. When

configuring Personal field.

Step 3 In the Provider Type field, select the type of telephony service the group is providing.

Step 4 Identify the provider, based on provider type:

• JTAPI—For JTAPI providers, enter the DNS name or IP address of the CTI Manager for the

Cisco

CallManager cluster, and click Add. You can identify more than one CTI Manager, but they

must be in the same cluster. Then, enter the user name and password for the Personal added to Cisco Cisco

CallManager.

• Skinny—Enter the DNS name or IP address of the Cisco CallManager server, and click Add. You

can identify more than one server, but they must be in the same cluster. Do not enter a user name and password for Skinny providers.

Step 5 Click Insert to add the provider to the left-hand list of providers.

Tip To view or modify the configuration for a provider, or to delete it, click the provider name in the left-hand

list. The provider settings are loaded into the page, and you change them if required.

Assistant servers, you will select providers based on the names you enter in this

Assistant user

CallManager. Personal Assistant uses this information to log into

Configuring the Corporate Directory

You must identify the corporate directory so that Personal Assistant can look up information such as phone numbers and locations for all of the employees in the corporation. Personal information to find the phone number for an employee when someone tries to phone the employee by using the employee name.

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Assistant uses this

4-7

Configuring the Corporate Directory

Before you begin the procedure, you must know some details about the corporate directory. Review the procedure and contact your directory administrator to obtain any information you do not know.

To Configure the Corporate Directory

Step 1 In the Personal Assistant Administration, select System > Corporate Directory Settings. The

Corporate Directory Settings page opens.

Step 2 In the Unique User Attribute Name field, enter the unique identifier attribute field used in the corporate

directory.

Personal Assistant uses this attribute to identify each user. For example, even if two users have the same name (John Smith), they have unique e-mail addresses.

The field that you use depends on your corporate directory. Use the applicable field, as follows:

• For Cisco CallManager DC Directory—enter cn

• For Active Directory—enter sAMAccountName

• For Netscape Directory—enter either cn or uid

For any other directory, ask the directory administrator for the name of the unique field.

Note that the name is case sensitive.

Step 3 In the Directory Server URL field, enter the URL for the corporate directory, including the port number.

Chapter 4 Configuring Personal Assistant

The value that you enter depends on your corporate directory. Use the applicable value, as follows: (Note that these options use the default port numbers for each type of directory.)

• For Cisco CallManager DC Directory—Enter ldap://<Fully qualified domain name of the corporate

directory server>:8404.

• For Active Directory, single domain—If your users are contained in a single domain, enter

ldap://<Fully qualified domain name of the domain controller>:389.

• For Active Directory, multiple domains—If you have defined users in multiple domains, enter

ldap://<Fully qualified domain name of the Global Catalog server>:3268.

• For Netscape Directory—Enter ldap://<IP address of the Netscape Directory server>:389.

For any other directory, ask the directory administrator for the value to use.

Step 4 If the directory requires authentication for access, enter the administrator name in the Directory Admin

DN field, and enter the password in the Directory Admin Password field.

The value that you enter in the Directory Admin DN field depends on your corporate directory. Use the applicable value, as follows:

• For Cisco CallManager DC Directory—Enter cn=Directory Manager,o=domain.com.

• For Active Directory—Enter <Active Directory administrator user ID>@<Fully qualified domain

name>.

• For Netscape Directory—Enter cn=Directory Manager.

Note that Directory Manager is the default administrator user ID for Cisco CallManager DC Directory and for Netscape Directory. If your system uses a different administrator user ID, use the applicable value.

For any other directory, ask the directory administrator for the value to use.

Step 5 In the Directory Search Base DN for Users field, enter the Distinguished Name (DN) for the user node

of your corporate directory.

4-8

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Chapter 4 Configuring Personal Assistant

The value that you enter depends on your corporate directory. Use the applicable value, as follows:

• For Cisco CallManager DC Directory—Enter ou=<Root user DC Directory node>,o=<Fully

qualified domain name>. For example: ou=Users,o=Domain.com.

• For Active Directory—Enter a comma-separated list of each component of the distinguished name

for the user node in Active Directory. For example: if the node is UserNode1.Subdomain1.Domain.com, enter dc=UserNode1,dc=Subdomain1,dc=Domain,dc=com.

• For Netscape Directory—Enter ou=People,o=<Fully qualified domain name>. For example:

ou=People,o=UserNode1.Subdomain1.Domain.com.

For any other directory, ask the directory administrator for the value to use.

Step 6 In the Directory Search Filter field, enter an LDAP expression for restricting the entries retrieved. For

example, you can limit the Personal Assistant directory lookups to a specific location, thus allowing users to use name dialing for employees only in the selected area. If your directory includes a “location” field, and “newyork” is a valid location in your directory, a directory search filter for limiting searches to New York would be “(location=newyork).”

The expression you enter depends on your corporate directory:

• For Cisco CallManager DC Directory—If the user search base is set to the root node or domain,

append !(description=ciscoPABUser) to the Directory Search Filter. For example, (&(objectclass=person)(!(description=ciscoPABUser))). Otherwise, Personal unable to distinguish between users in the corporate directory and users in the address book.

Configuring the Corporate Directory

Assistant will be

• For Active Directory—If your message store is Exchange 5.5, enter

(&(objectclass=user)(objectcategory=Person)). Otherwise, enter (&(objectclass=user)(objectcategory=Person)(legacyExchangeDN=*)).

• For Netscape Directory—Enter (objectClass=person).

Note that the instructions above are valid for the typical configuration. The expression you enter might need additional search-filter parameters, depending on how your directory is structured. The expression must be valid for the directory you are using. If you do not know what to enter, refer to the documentation supplied with the directory, or ask your directory administrator for information on valid LDAP expressions for your corporate directory.

Step 7 Click Te st to have Personal Assistant validate the search filter.

Step 8 If you are using an LDIF file, check the Use LDIF File check box, and in the LDIF File Location field,

enter the UNC path for the file that you created in the

“Using an LDIF File” section on page 2-7. For

example, enter \\Paserver\ldif\paldifdata.ldif.

Step 9 Click Te st to have Personal Assistant validate the LDIF file.

Step 10 If the system uses Active Directory, and if the LDAP directory has a restriction on the number of results

returned per query, check the Limit Page Size check box, and fill in the Number of Results Per Page. Otherwise, uncheck the check box.

Consult your LDAP administrator to determine the page size to use.

Step 11 Click Save to save your changes.

If you are installing or upgrading Personal Assistant, continue to follow the applicable task list. Otherwise, changes to corporate directory settings take effect on the next refresh. If you need the changes to take effect immediately, go to the Speech Services Configuration page, and click Refresh Now.

OL-4590-03

Cisco Personal Assistant 1.4 Installation and Administration Guide

4-9

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 (Personal

Personal Assistant uses the directory Cisco CallManager is using to maintain system configuration information such as corporate directory settings and some user information such as call routing rules and user recorded names. In a typical configuration, Cisco Directory. When Cisco publisher server. If Cisco configuration to have Personal same cluster if the publisher is unavailable.

Note that because Personal Assistant can only read information from a subscriber server, it cannot update configuration information unless the publisher is in service.

To specify the Cisco CallManager internal directory configuration, you identify the subscriber servers in the Cisco

Do the following procedure only if you are using Personal Assistant version 1.4(3) or later and if Cisco

To Specify the Cisco CallManager Internal Directory Configuration

Step 1 In the Personal Assistant Administration, select System > Cisco CallManager Directory. The

Cisco

Step 2 In the Cisco CallManager Subscriber Server field, enter the host name or the IP address of the subscriber

server, and click Add.

Personal Assistant adds the server to the list of subscriber servers for the Cisco CallManager cluster.

Step 3 Repeat Step 2 for each subscriber server.

CallManager cluster.

CallManager is using its internal directory.

CallManager Internal Directory Configuration page opens.

Assistant Version 1.4(3) or Later)

CallManager uses its internal directory, DC

CallManager is in a cluster, Personal Assistant maintains information on the

CallManager is using its internal directory, you can specify the directory

Assistant read information from an available subscriber server in the

Step 4 Click Save to save and activate your changes.

Configuring Personal Assistant Servers

You must configure each Personal Assistant server to define its operating characteristics and to add it to the server cluster.

To Configure Personal Assistant Servers

Step 1 In the Personal Assistant Administration, select Servers > Server Configuration. The Server

Configuration page opens.

This page has two columns:

• The left column lists the Personal Assistant servers you have already added to the Personal Assistant

server cluster. Click a server name to view and change the server properties. The primary Personal

Assistant server is indicated by a red arrow.

4-10

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Chapter 4 Configuring Personal Assistant

• The right column contains the settings for the selected server. When you initially open the page, this

column is empty of settings, so that you can add a new Personal to add a new Personal before entering settings.

Step 2 Enter settings for a new server, or change the existing settings, as applicable. See the “Server

Configuration” section on page A-16 for explanations of each setting. At a minimum, you must

configure the following settings to enable a fully-functional server:

• Server Name—A unique name for the server. This is not the same as the DNS name or IP address

of the server. Instead, it is a name used internally by Personal convention that is meaningful to you.

• Hostname or IP Address—The DNS name or IP address of the Personal Assistant server.

• Route Address Provider—The telephony provider you created to supply JTAPI services for the route

point. See the the provider. The provider you select must be in the same Cisco CallManager cluster in which the route points are defined.

• Route Address—The CTI route point for the Personal Assistant server, as defined in

Cisco

CallManager. This is the phone number users dial to contact Personal Assistant. See the “CTI

Route Points and Media Ports” section on page 1-3 and the “Setting Up Personal Assistant Server Load Balancing” section on page 1-13 for detailed information on the CTI route address.

• Media Port Provider—The telephony provider you created to supply Skinny services for the media

ports. See the the provider. The provider you select must be in the same Cisco CallManager cluster in which the Personal

• Media Port Beginning Address—The start of the range of ports defined in Cisco CallManager that

will be used to terminate calls to Personal assigned to an available port in this range.

Configuring Personal Assistant Servers

Assistant server. If you later want

Assistant server while viewing the properties of an existing server, click New

Assistant. Choose a naming

“Configuring Telephony Providers” section on page 4-7 for information on creating

Assistant route point is defined.

Assistant. When Personal Assistant answers a call, it is

• Number of Media Ports—The number of ports you want to support on the server. This number

determines how many simultaneous speech-recognition sessions the server can handle. The number you choose depends on the server platform you are using, and whether you are using failover. See the

“Creating Server Clusters” section on page 1-10 for information about the maximum ports that

are available for the various hardware platforms and installation configurations.

• Interceptor Port Provider—The telephony provider you created to supply JTAPI services for the

route points used as Personal

Assistant interceptor ports. See the “Configuring Telephony

Providers” section on page 4-7 for information on creating the provider. The provider you select

must be in the same Cisco CallManager cluster in which the route points are defined.

• Interceptor Ports—The phone extensions for which you want this Personal Assistant server to

intercept incoming calls. Personal the applicable call routing rules. This list is central to the functions of Personal Personal

Assistant to intercept calls to these extensions requires careful planning and changes to the

extension properties in Cisco

Assistant intercepts calls to these extensions so that it can apply

Assistant; setting up

CallManager.

The extensions you enter must be defined in Cisco CallManager. If you defined route points by using wildcards, such as 25XX, you can enter them here.

Read the following sections for detailed explanations and examples:

–

Creating Personal Assistant Interceptor Ports and Configuring Error Handling, page 3-4

–

Partitions and Calling Search Spaces, page 1-4

–

Defining Partitions and Call Search Spaces for Personal Assistant, page 1-18

OL-4590-03

Cisco Personal Assistant 1.4 Installation and Administration Guide

4-11

Configuring Messaging

Step 3 Save your changes as applicable:

Tip Do not configure the debug or trace settings unless instructed to by Cisco Technical Support. Debug and

Chapter 4 Configuring Personal Assistant

–

Adding Personal Assistant Without Previously Defined Partitions, page 1-20

• Failover Server Names—The ordered list of servers that should take over for the server if it becomes

disabled. Using the Personal number of telephony ports you can define for the servers. See the

on page 1-10 for an explanation of configuring Personal Assistant clusters with and without failover.

• If you are creating a new server, click Insert. Personal Assistant saves the server settings and adds

the new server to the list in the left column.

• If you are updating an existing server, click Save. Personal Assistant saves and activates your

changes.

trace settings can have an adverse effect on server performance, and they generate a large amount of data that only Cisco can interpret. These features exist so that Cisco can use them to help identify and fix any problems you encounter with the software. See the

on page 6-15 for more information.

You can remove a server by selecting it in the left column, and then clicking Delete when the server properties are displayed.

The Personal Assistant server restarts automatically when any changes, except those made to the trace and debug settings, are saved. To manually start or stop the servers, or to verify that a particular server is up and running, use the Control Center by selecting System

Stopping the Servers and License Manager” section on page 6-14 for details.

Assistant failover capability requires careful planning, and affects the

“Creating Server Clusters” section

“Collecting Trace and Debug Information” section

> Control Center. See the “Starting and

Configuring Messaging

Personal Assistant can provide e-mail paging, calendar-based call routing services, and direct access to the voice mail system. Personal call routing, and if you are using Cisco you are already using. Personal their PINs have been changed. You must configure the messaging parameters to enable these services for your users. If you do not want to enable one or more of these services, leave the settings for the service blank.

Personal Assistant must have administrator access to Microsoft Exchange to obtain a user calendar information. This information is used when evaluating call routing rules that include calendar-based conditions.

You must have the voice mail server set up and configured on a system separate from Personal Assistant.

Personal Assistant must have administrator access to the voice mail system to obtain user mailbox account information and stored voice mail messages. These voice mail settings are also used to redirect calls to user voice mail without ringing the user phone, based on the user rules that include voice mail as a destination.

If you are using Cisco Unity, and you do not know the Cisco Unity mailbox name, do the following two procedures in the order listed. Otherwise, skip to the

Cisco Personal Assistant 1.4 Installation and Administration Guide

4-12

Assistant integrates with Microsoft Exchange to provide calendar-based

Unity, Personal Assistant can integrate with the Exchange server

Assistant can also automatically send e-mail notification to users when

“To Configure Messaging” procedure on page 4-13.

OL-4590-03

Chapter 4 Configuring Personal Assistant

To Identify the Cisco Unity System Mailbox Name

Step 1 On the Cisco Unity server, on the Windows Start menu, click Programs > Microsoft Exchange >

System Manager.

Step 2 Expand Servers.

Step 3 Expand <Cisco Unity Partner Exchange Server Name>.

Step 4 Expand First Storage Group.

Step 5 Expand Mailbox Store.

Step 6 Click Mailboxes.

Step 7 From the list of mailboxes in the right pane, identify the Cisco Unity mailbox.

The name is typically either Unity Messaging or Unity Messaging System <Server Name>. If you cannot identify the mailbox, see your Cisco

To Configure Messaging

Configuring Messaging

Unity administrator.

Step 1 In the Personal Assistant Administration, select System > Messaging. The Messaging Configuration

page opens.

Step 2 To enable calendar-based call routing rule services, do the following substeps:

a. In the Calendar Server Name field, enter the Exchange server name. (You can use a DNS name or

an IP address.)

b. In the Calendar Mailbox Name field, enter the first and last name of the Exchange administrator

account. See the

“Messaging Configuration” section on page A-10 for detailed information on the

account name you must enter.

Step 3 To enable e-mail paging, do the following substeps:

a. In the Paging SMTP Server Name field, enter the DNS name or IP address of your e-mail paging

server.

b. In the Paging SMTP Server Port field, enter the SMTP port used to send messages to the SMTP

server.

c. In the Paging SMTP Domain Name field, enter the domain in which the paging SMTP server

belongs.

Step 4 To allow users to access their voice mail through Personal Assistant, or to create call routing rules that

send incoming calls directly to voice mail, identify the voice mail servers to Personal

Assistant by doing

the following substeps, as applicable:

a. If you are using Cisco Unity, enter the mailbox name for the Cisco Unity system profile in the

Mailbox Name field, and enter the number of ports allowed by your license in the Number of Cisco

Unity Licenses field. Use the name that you identified in the “To Identify the Cisco Unity

System Mailbox Name” procedure on page 4-13. The number of ports determines the allowed

number of simultaneous voice mail sessions. These fields are optional for other voice mail systems.

b. In the Redirection Delay field, enter the time in milliseconds to delay transferring the call to the

desired voice mailbox after a call is transferred to the voice mail system. This delay ensures that a call connects to the voice mail system before Personal

Assistant enters the DTMF sequence to

redirect the call to the desired mailbox.

OL-4590-03

Cisco Personal Assistant 1.4 Installation and Administration Guide

4-13

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 voice mail server to the list of servers by entering the Voice Mail Server Name (for

example, unity1), the Pilot Number (the phone number used to reach voice mail), and the internal and external DTMF Redirection Sequences required to direct a call to a specific voice mailbox. Click Add Server after entering the information.

The voice mail server name is required only for Cisco Unity voice mail systems. The name must be an unqualified DNS name, for example, unity1 rather than unity1.cisco.com. Do not use IP addresses. See the these fields.

Step 5 If you configure the system to use the Cisco CallManager PIN, and if you want Personal Assistant to

automatically send e-mail notification to users when their PINs are changed, check the Notify Users of PIN Change check box, and enter your corporate e-mail address in the Administrator E-mail Address

field. (Personal

Note that Personal Assistant does not send e-mail notification if the system is configured to use the Cisco

Unity subscriber phone password as the Personal Assistant PIN.

Step 6 If you are using Cisco Unity, select a field from the Unique Attribute for Corporate Directory list and a

field from the Unique Attribute for Message Store list whose entries are likely to match. For example, select cn for the corporate directory field and sAMAccountName for the message store field. The fields are used to integrate Cisco subscribers can browse voice mail.

To validate your choice of attributes, click Test Attributes, enter a value on which to search, and click Test Va lu e .

Step 7 If you are using Cisco Unity, and you want Personal Assistant to use the name the user already recorded

in the Cisco Names. Personal Personal

Assistant loads only subscriber names recorded in CCITT Mu-Law format (G.711 Mu-Law).

Chapter 4 Configuring Personal Assistant

“Messaging Configuration” section on page A-10 for more information about

Assistant uses this e-mail address as the return address for the message.)

Unity with Personal Assistant so that users who are also Cisco Unity

Unity voice mail system as the Personal Assistant user spoken name, click Load Recorded

Assistant plays this name to callers when they try to call the user. Note that

Step 8 Click Save to save and activate your changes.

Configuring Enhanced Text to Speech

If you installed the enhanced Text to Speech server, you must configure Personal Assistant to use it. Otherwise, Personal

To Configure Enhanced Text To Speech

Step 1 In the Personal Assistant Administration, select System > Enhanced TTS. The Enhanced TTS

Configuration page opens.

Step 2 In the TTS Server Name field, enter the name or IP address of the enhanced Text to Speech server.

Step 3 In the TTS Port Number field, enter the TTS Port Number you specified when you installed the enhanced

Text to Speech server.

Step 4 In the TTS License Key field, enter the license key for the enhanced Text to Speech feature.

Step 5 Click Save to save and activate your changes.

The Number of Licenses shows the number of ports available for your TTS license key.

Assistant uses the default Text to Speech server.

4-14

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Chapter 4 Configuring Personal Assistant

Step 6 Click Te st to validate the configuration.

Note that while the Personal Assistant server and the TTS server are not required to be in the same domain, the test cannot display configuration information if they are in different domains.

Creating a Simple Automated Attendant

You can use Personal Assistant as an automated attendant to provide callers who are not Personal without knowing their extensions, and without involving a live operator.

When someone calls the automated attendant number, Personal Assistant plays a welcome prompt you supply, and then presents the caller with the dial-by-name speech interface, including spoken Help. This is the same interface your regular Personal other than dial-by-name.

If a caller enters a number on the keypad, Personal Assistant verifies that a user is associated with the number in the corporate directory before transferring the caller. Callers to the automated attendant can reach only those phone numbers that are associated with a person in the corporate directory.

If you support multiple locales, you can set up the automated attendant so that callers can select the language they are most comfortable with. Personal your default locale. Your prompt should direct callers to press 8 if they want to change languages. You might want to include multiple languages in your default locale prompt to assist callers who do not know your default language. For example, if your default locale is American English, but you are supporting Canadian French callers, your English prompt might include a short statement in French instructing the French speaker to press 8 and select French.

Assistant users with the ability to dial users by name. This allows callers to contact users

Assistant users can use, but it does not include any features

Assistant initially plays the prompt associated with

Creating a Simple Automated Attendant

To Create an Automated Attendant

Step 1 Create a route point for the automated attendant in Cisco CallManager. This is the phone number people

will use to connect to the automated attendant.

Step 2 Record a welcome prompt for the automated attendant. The file must be a WAV file in CCITT Mu-Law

format (G.711 Mu-Law). You can use any recording software that will save a file in this format. Personal

Step 3 In the Personal Assistant Administration, select System > AA Prompt.

Step 4 Enter the path of the prompt file you created in Step 2, or browse to the location to which you saved the

Assistant does not include a recorder.

file, and click Update.

Note that if you support multiple locales, you can have separate prompts for each locale. For each locale, enter the applicable prompt file path, and click Update.

To verify that the correct prompt file is loaded, click the locale. To restore the default prompt, click Restore. (The Restore button is not displayed when the default prompt is used.)

Step 5 Select Servers > Server Configuration, and from the left-hand column list of servers, select the

Personal new Personal

Step 6 In the AA Route Address field, enter the route point that you created in Step 1.

Assistant server that you want to manage the automated attendant. (Alternatively, configure a

Assistant server for the automated attendant to use.)

OL-4590-03

Cisco Personal Assistant 1.4 Installation and Administration Guide

4-15

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 outgoing phone numbers. These changes only affect the user when he or she uses Personal outside of Personal rules will not be applied. The user must be connected to Personal through Personal

Global dialing rules are applied before any dialing rules that users create for Personal Assistant.

Rules can distinguish between phone numbers based on the initial string of digits in the number, on the length of the number, or both. Rules can remove numbers from the front of the dialed number, add numbers to the front, or both.

For example, you can create a rule that if the number of digits of the phone number is 7, then prefix the number with 9. This rule then automatically enters a 9 when dialing an outside number.

Assistant. For example, if a user simply picks up the phone and dials a number, these

Assistant for the rules to be applied.

Chapter 4 Configuring Personal Assistant

Assistant; they do not apply to the telephony system

Assistant and dialing the number

To Configure Dialing Rules

Step 1 In the Personal Assistant Administration, select System > Dial Rules. The Dial Rules Configuration

page opens.

The page is divided into two sections:

• Add Rule—This section contains fields and the Add Rule button.

• List of Dial Rules—This is a list of rules, in order of priority. Rules are applied from top to bottom.

If a phone number satisfies the conditions of a rule, the rule is applied and no subsequent rules are considered.

Step 2 Enter information in the fields in the Add Rule section to create the desired dialing rule. Each field is

optional, but you must at least fill in either the Number of Prefix Digits to Remove field or the New Prefix field in order for the rule to be applied.

• Phone Number Prefix—Enter one or more digits at the beginning of the number the user dials. The

distinguishing string of digits can be as many digits as the number itself.

• Number of Digits—Enter the total number of digits in the phone number the user dials. Do not count

hyphens or spaces.

• Number of Prefix Digits to Remove—Enter the number of digits that Personal Assistant will delete

from the front of the dialed number. For example, if you enter 4, and the dialed number is 1-500-555-6262, Personal

• New Prefix—Enter the string of digits that Personal Assistant will add to the front of the dialed

Assistant removes 1500, and leaves 555-6262.

number, after removing the specified number of digits. For example, you might need to add a prefix of 9 in order to dial an external number.

• Priority (Personal Assistant version 1.4(5) and later only)—Enter the position for the rule in the list

of rules. If you do not specify a priority, the rule will be placed at the bottom of the list.

4-16

Step 3 Click Add Rule. Personal Assistant adds the rule to the list of rules.

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Chapter 4 Configuring Personal Assistant

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 the priority of a rule, use the up and down arrows until the rule is correctly positioned. For Personal

Assistant version 1.4(5) and later, you can also enter the applicable value in the New Priority

field, and click Update on the line with the rule.

To delete a rule, find it in the list of rules, and click the Delete icon on the same line as the rule.

Configuring Directory Lookup Rules

You can create directory lookup rules to automatically modify incoming internal phone numbers so that the user information associated with the number can be found in the corporate directory.

For example, if you use 5-digit numbers to call within your phone network, but the corporate directory uses 7- or 10-digit number versions of the 5-digit numbers, Personal a 5-digit number to the caller. By creating directory lookup rules, you can convert the 5-digit number to the type of number used in the directory, so that Personal the number.

Directory lookup rules do not modify the number that is dialed. These rules only convert the number to something that can be found in the corporate directory for information lookup purposes.

Rules can distinguish between phone numbers based on the initial string of digits, on the length of the number, or both. They can remove numbers from the front of the dialed number, add numbers to the front, or both.

Configuring Directory Lookup Rules

Assistant will be unable to match

Assistant can find the caller associated with

To Configure Directory Lookup Rules

Step 1 In the Personal Assistant Administration, select System > Directory Lookup Rules. The Directory

Lookup Rules page opens.

The page is divided into two sections:

• Add Rule—This section contains a fill-in-the-blank sentence and the Add Rule button.

• List of Directory Lookup Rules—This is a list of your rules, in order of priority. Rules are applied

from top to bottom. If a number satisfies the conditions of a rule, the rule is applied and no subsequent rules are considered.

Step 2 Enter information in the fields in the Add Rule section to create the desired directory lookup rule. Each

field is optional, but you must at least fill in either the Number of Prefix Digits to Remove field or the New Prefix field in order for the rule to be applied.

• Phone Number Prefix—Enter one or more digits at the beginning of the number the user dials. The

distinguishing string of digits can be as many digits as the number itself.

• Total Number of Digits—Enter the total number of digits in the phone number the user dials. Do not

count hyphens or spaces.

• Number of Prefix Digits to Remove—Enter the number of digits that Personal Assistant will delete

from the front of the dialed number. For example, if you enter 4, and the dialed number is 1-500-555-6262, Personal

Assistant removes 1500, and leaves 555-6262.

OL-4590-03

Cisco Personal Assistant 1.4 Installation and Administration Guide

4-17

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 number of digits. For example, you can add an area code and initial digits to a 5-digit extension, turning 56565 into 5555556565. Personal resulting number to look up the calling party in the corporate directory.

• Priority (Personal Assistant version 1.4(5) and later only)—Enter the position for the rule in the list

of rules. If you do not specify a priority, the rule will be placed at the bottom of the list.

Step 3 Click Add Rule. Personal Assistant adds the rule to the list of 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 the priority of a rule, use the up and down arrows until the rule is correctly positioned. For Personal field, and click Update on the line with the rule.

To delete a rule, find it in the list of rules, and click the Delete icon on the same line as the rule.

Chapter 4 Configuring Personal Assistant

Assistant uses the

Assistant version 1.4(5) and later, you can also enter the applicable value in the New Priority

Configuring Directory Hierarchies

A directory hierarchy is a set of groupings of directory entries. These groupings can make directory searches more accurate and manageable for callers who are trying to dial a party by name rather than by phone number. For example, a caller can narrow a search by first stating the location or department in which to search. Locations and departments are the types of directory hierarchy groups you can define.

Create directory hierarchies if callers are having problems with speech recognition due to the large number of similarly-named people in the corporate directory.

Changes to the directory hierarchy configuration take effect the next time the system refreshes.

To Configure Directory Hierarchies

Step 1 In the Personal Assistant Administration, select System > Directory Hierarchy. The Directory

Hierarchy Configuration page opens.

This page includes a list of the nodes in the hierarchy that already exist at the bottom of the page.

To see the nodes for each type of hierarchy, select the type of hierarchy (Location or Department) in the Hierarchy Type field.

Step 2 In the Hierarchy Type field, select the type of node you want to create. The type you select will determine

how callers can select the group. For example, if you create a location, callers can select it by saying “Location” while talking to Personal

Step 3 In the Name field, enter a meaningful name for the group.

Assistant on the phone.

4-18

Step 4 In the Primary Spoken Name field, enter the primary name that callers will use to select the group. This

can be the same name used in the Name field.

Step 5 In the Alternate Spoken Name field, enter any aliases for the primary spoken name, clicking Add after

entering each alias. Adding aliases allows callers to select the group by different names. For example, if the primary name is NewYorkCity, likely aliases might be NYC, NewYork, BigApple, and so forth.

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Chapter 4 Configuring Personal Assistant

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 corporate directory, and the specific names of the fields in your directory, to create a valid filter. If you are using an LDIF file, Personal with information from the file, to create the hierarchies.

To see if the expression is valid and returns the entries that you expect, click Tes t Fil t er.

Step 7 Click Save. Personal Assistant adds the node to the list of nodes.

Tip To change a node, click it in the list of nodes. Personal Assistant opens the Update Hierarchy Node page,

where you can change certain node characteristics. You cannot change the hierarchy type. To change the hierarchy type, you must create a new node of the desired type.

The list of nodes includes a count of the number of entries in the corporate directory that match the node filter. This number is determined when Personal Assistant refreshes directory information.

Setting Up Systemwide Rules

Assistant uses this filter, along

Setting Up Systemwide Rules

You can set up rules to apply to all calls that come through the Personal Assistant system. For example, you might want to send all calls to user voice mailboxes after regular work hours.

To set up systemwide rules, you create and activate systemwide rule sets, and turn on systemwide rule processing. Turning on systemwide rule processing involves setting the conditions under which Personal

For example, you can create and activate a systemwide rule set with a single rule to direct calls to voice mail. You set the systemwide rule processing condition to “Apply System Rules When No User Rule is Applicable.” A user activates a rule set with the single rule, for example to forward calls from the extension 1234 to a mobile phone number. When a call comes in for that user from extension 1234, Personal from any other extension, Personal systemwide rule to forward the call to the user voice mailbox.

Creating and Activating Systemwide Rules

To create and activate systemwide rules, you set up destinations and destination groups, callers and caller groups, a personal address book, and rules and rule sets, in much the same way a user would.

However, when creating systemwide rules, in addition to regular destinations, you can select from one of five virtual destinations—User Work Phone, User Home Phone, User Mobile Phone, User Pager, User Voice Mail—that map to actual user destination values when a rule is applied.

You can also use the call-forwarding rule tester to see how Personal Assistant would forward an incoming call based on your systemwide rules. Note that the call-forwarding rule tester for systemwide rules always assumes that the option Always Apply System Rules is selected.

Assistant applies active rules to incoming calls.

Assistant determines that the user rule applies, and applies it. When a call comes in for that user

Assistant determines that the user rule does not apply and uses the

OL-4590-03

For example, you can create the rule “Direct the call to destination User Voice Mail and do not screen the call.” When Personal number, and routes the call there.

Assistant intercepts a call, it searches the directory for the user voice mail

Cisco Personal Assistant 1.4 Installation and Administration Guide

4-19

Integrating Personal Assistant with a Cisco Unity Voice Messaging System

To Create and Activate Systemwide Rules

Step 1 In the Personal Assistant Administration, select Systemwide Rules > Systemwide Rules. The

Systemwide Rule Sets page opens.

Step 2 Use the systemwide rule sets pages to create and activate systemwide rule sets.

Refer to the Cisco Personal Assistant User Guide for instructions on how to set up destinations and destination groups, callers and caller groups, a personal address book, and rules and rule sets.

Note To return to the main configuration page of the Personal Assistant Administration interface from

the Systemwide Rule Sets page, click System Configuration Configuration.

Turning on Systemwide Rule Processing

Chapter 4 Configuring Personal Assistant

> Return to System

Turning on systemwide rule processing involves setting the conditions under which Personal Assistant applies active rules to incoming calls.

To Turn on Systemwide Rule Processing

Step 1 In the Personal Assistant Administration, select Systemwide Rules > Systemwide Rule Options. The

System Rule Options page opens.

Step 2 Select one of the following options:

• Never Apply System Rules—Use only user rules and turn off systemwide rule processing.

• Always Apply System Rules (Ignore User Rules)—Use only systemwide rules and turn off user rule

processing.

• Apply System Rules When No User Rule is Applicable—Process calls by using the active user rules

first. If no user rule applies, use the systemwide rules.

• Apply User Rules When No System Rule is Applicable—Process calls by using the active

systemwide rules first. If no systemwide rule applies, use the user rules.

Use caution when setting the Always Apply System Rules and Apply User Rules When No System Rule Is Applicable options. The systemwide rules will take precedence over user rules.

Step 3 Click Save.

Integrating Personal Assistant with a Cisco Unity Voice Messaging System

When Personal Assistant is integrated with a Cisco Unity voice messaging system, Personal Assistant users can use speech or touch-tone key pad commands over the phone to navigate through the Cisco

Unity voice mail system.

Cisco Personal Assistant 1.4 Installation and Administration Guide

4-20

OL-4590-03

Chapter 4 Configuring Personal Assistant

Do the following six procedures, in the order given, to configure and test the integration.

To Add the Personal Assistant Server to the Domain of the Cisco Unity Server

Step 1 On the Windows Start menu, click Settings > Control Panel > System.

Step 2 Click the Network Identification tab.

Step 3 Click Properties.

Step 4 In the Identification Changes dialog box, click Domain, and enter the name of the domain to which the

Cisco

Unity server belongs. (For example, “Unified.cisco.com.”)

Step 5 Click OK.

Step 6 In the Domain Username and Password dialog box, enter the name and password of an account that has

permission to add computers to the domain.

Step 7 Click OK three times.

Step 8 Click Ye s to restart the server.

Integrating Personal Assistant with a Cisco Unity Voice Messaging System

You must configure two Personal Assistant services— PAServer and PAWebAdmin—to log on as an account with domain administrator privileges for the Cisco

Unity domain.

To Configure Two Personal Assistant Services to Log on with Cisco Unity Domain Administrator Privileges

Step 1 On the Windows Start menu, click Programs > Administrative Tools > Services.

Step 2 In the right pane, double-click PAServe r.

Step 3 Click the Log On tab.

Step 4 Click This Account.

Step 5 Click Browse.

Step 6 In the Select User dialog box, in the Look In list, click the name of the domain to which the Cisco Unity

server belongs.

Step 7 Double-click the name of an account with Cisco Unity domain administrator privileges.

Step 8 Enter and confirm the password.

Step 9 Click Apply.

Step 10 Click the General tab.

Step 11 Click Stop.

Step 12 Click Start.

Step 13 Click OK.

OL-4590-03

Step 14 Repeat Step 2 through Step 13 with the PAWebAdmin service.

Step 15 When you are done setting the accounts, close the Services window.

If the Cisco Unity message store is Exchange 5.5, skip to the “To Add the Outlook Path to the System

Path Variable” procedure on page 4-22.

Cisco Personal Assistant 1.4 Installation and Administration Guide

4-21

Integrating Personal Assistant with a Cisco Unity Voice Messaging System

If the Cisco Unity message store is Exchange 2003 or Exchange 2000, do the following procedure to enable the Exchange administrator to access all of the Exchange user mailboxes. Otherwise, Personal

Assistant will not be able to access the Exchange user mailboxes.

To Grant Send-As and Receive-As Permissions to the Account That the Personal Assistant Services Log On As

Step 1 On the Cisco Unity Server, click Start > Programs > Microsoft Exchange > System Manager.

Step 2 Expand Servers.

Step 3 Right-click <Cisco Unity Server Name>, and click Properties.

Step 4 Click the Security tab.

Step 5 Click <Administrator User Name> in the list.

Step 6 If the Allow Inheritable Permissions from Parent check box is not in the Permissions list (the

administrator user does not have inherited permissions), skip to list, uncheck the Allow Inheritable Permissions from Parent check box. The Security window opens.

Step 7 In the Security window, click Copy.

Step 8 In the Permissions list, check the Receive As and Send As check boxes.

Step 9 Click Advanced.

Step 10 At the top of the Access Control window, click Deny Permissions, and click Remove.

Chapter 4 Configuring Personal Assistant

Step 8. Otherwise, in the Permissions

Step 11 Repeat Step 10 for the other three deny statements.

Step 12 Click OK twice.

If you are using Personal Assistant version 1.4(3) or later, skip to the “To Ensure That the

Personal Assistant Server Can Connect to the Cisco Unity Server by Using the DNS Name” procedure on page 4-23.

If you are using Personal Assistant version 1.4(2) or earlier, do the following procedure. Otherwise, Personal

Assistant will not be able to use the Mail control panel.

To Add the Outlook Path to the System Path Variable

Step 1 On the Personal Assistant server, log on to Windows by using an account that is a member of the Local

Administrators group.

Step 2 Right-click My Computer, and click Properties.

Step 3 Click the Advanced tab.

Step 4 Click Environment Variables.

Step 5 Under System Variables, click Path.

Step 6 Click Edit.

Step 7 Append ;%PAROOT%\bin\outlook to the end of the entry in the Variable Value field.

Step 8 Click OK three times.

4-22

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Chapter 4 Configuring Personal Assistant

The Personal Assistant server must be able to connect to the Cisco Unity server by using the DNS name <Cisco

Unity server name>.<Cisco Unity domain name>.cisco.com. To enable the Personal Assistant server to resolve the Cisco Cisco

Unity server to the Personal Assistant server hosts file.

To Ensure That the Personal Assistant Server Can Connect to the Cisco Unity Server by Using the DNS Name

Step 1 On the Personal Assistant server, open a command window, enter ping <Cisco Unity Server

Name>.<Cisco

Step 2 If the connection is successful, skip to the following “To Test the Integration with Cisco Unity”

procedure. Otherwise, continue with Step 3.

Step 3 Browse to the directory C:\Winnt\System32\Drivers\Etc, and open the hosts file in Notepad.

Step 4 Add an entry in the following format:

<Cisco Unity Server IP Address> <Cisco Unity Server Name>.<Cisco Unity Domain Name>.cisco.com.

For example: 172.16.10.1 mlewando.unified.cisco.com

Note that there is a space between the IP address and the DNS name.

Integrating Personal Assistant with an Octel Voice Messaging System

Unity server name, you might need to add the name and IP address of the

Unity Domain Name>.cisco.com, and press Enter.

Step 5 Save and close the file.

Step 6 Open a command window, enter ping <Cisco Unity Server Name>.<Cisco Unity Domain

Name>.cisco.com, and press Enter to verify that the Cisco name you entered in

To Test the Integration with Cisco Unity

Step 1 Call the Personal Assistant number from any user extension.

Step 2 Say “voice mail.”

Step 3 When you access Cisco Unity voice mail for the first time, a Personal Assistant profile in Exchange is

automatically created and you are transferred to the Cisco Cisco

Unity, continue to follow the tasks in the “Personal Assistant Configuration Task List” section on

page 4-1. If your call is not transferred to Cisco Unity, continue with Step 4.

Step 4 If your call is not transferred to Cisco Unity, the Personal Assistant profile in Exchange may not have

been created correctly. To verify whether the profile was created and to manually create it if necessary, see the

Step 5 Repeat Step 1 through Step 3.

“Users Cannot Log On to Cisco Unity Voice Mail” section on page 6-7.

Step 4.

Unity server can by accessed by using the

Unity number. If your call is transferred to

Integrating Personal Assistant with an Octel Voice Messaging System

When Personal Assistant is integrated with Octel voice messaging systems, Personal Assistant allows users to forward incoming calls to their Octel mailboxes by using rules. Personal which calls Octel would treat as internal calls (calls from callers who have an Octel mailbox on the same

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Assistant distinguishes

4-23

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 do not have Octel mailboxes). Based on this determination, Personal sends the applicable DTMF redirection sequence to the Octel server when forwarding the call.

By default, Personal Assistant uses the following heuristics to determine if an incoming call is internal or external to the Octel system.

Personal Assistant identifies both the user who made the call and the called user, and then looks up their mailbox and pilot# information in Personal

A call is considered internal to Octel only if all of the following conditions are true:

• The caller ID is known.

• The caller and called numbers map to Octel mailboxes on the same Octel server.

• The caller ID length does not exceed 7 digits.

Instead of having Personal Assistant use heuristics, you can explicitly define which extensions are internal to Octel by using the MailboxInfo.properties file. The MailboxInfo.properties file is in the Program Files\Cisco Systems\Personal Assistant\Etc directory.

A Sample MailboxInfo.properties File

# MailboxInfo.properties # Contains information about valid Octel mailbox numbers. # Comment lines begin with '#'. # # Patterns may include digits 0-9, 'X' to match any digit, or a range, as in “[2-4]”. # Mailbox mask may include digits and 'X' only and will # be used along with calling number to find the mailbox number. # # Format # include : number-pattern to include : voicemail-pilot # : mailbox-mask # exclude : number pattern to exclude # include : 251XX : 28000 : XXXXX exclude : 2512[3-8] exclude : 25130

The sample MailboxInfo.properties file shows that all 5-digit phone extensions starting with 251 (matching 251XX) have a matching Octel mailbox (mask XXXXX) on an Octel server with pilot number 28000, except for extensions 25123 to 25128 and extension 25130.

Chapter 4 Configuring Personal Assistant

Assistant

Assistant settings.

Integrating Personal Assistant with Exchange 5.5

If you are using Exchange 5.5, add the internet mail service connector on the Exchange 5.5 server. Otherwise, Personal paging.

To Add the Internet Mail Service Connector

Step 1 On the Exchange server, on the Windows Start menu, click Programs > Microsoft Exchange >

Microsoft Exchange Administrator.

Step 2 In the left pane, expand <Organization>.

Cisco Personal Assistant 1.4 Installation and Administration Guide

4-24

Assistant will be unable to send e-mail for refresh notification, PIN changes, and

OL-4590-03

Chapter 4 Configuring Personal Assistant

Step 3 Expand <Site>.

Step 4 Expand Configurations.

Step 5 Click Connections.

Step 6 Click File > New Other > Internet Mail Service.

Step 7 In the Internet Mail Wizard window, click Next.

Step 8 Click Next.

Step 9 In the list, click the name of the Exchange server.

Step 10 Click Next.

Step 11 Click No, and click Next.

Step 12 Click Use DNS to Send Mail, and click Next.

Step 13 Click All Internet Mail Addresses, and click Next.

Step 14 Enter @<Fully qualified domain name of the site>, and click Next.

Step 15 Click Create/Use the Mailbox Called Administrator, and click Next.

Step 16 Enter the password for the service account, and click Next.

Integrating Personal Assistant with Exchange 5.5

Step 17 Click Finish.

Step 18 Click OK to close the status message boxes, if applicable.

Step 19 Close Exchange Administrator.

OL-4590-03

Cisco Personal Assistant 1.4 Installation and Administration Guide

4-25

Integrating Personal Assistant with Exchange 5.5

Chapter 4 Configuring Personal Assistant

4-26

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

CHA P TER

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 general, you might find deployment of Personal Assistant to be easier if you link the user interface to your corporate intranet in a location that can be easily found. This will relieve your users of having to find the URL some other way, making it easy for them to access Personal bookmark it for subsequent use. A corporate web page is also a good place to list the phone numbers that users should use to access Personal

The following sections can assist you in determining what information to communicate with your users to prepare them to use Personal

• Accessing the User Interface, page 5-1

• Dialing Personal Assistant, page 5-2

• Obtaining Help, page 5-2

• Managing Users, page 5-2

• How Administrative Changes Affect Users, page 5-3

Assistant through the phone.

Assistant:

Assistant for the first time and

Accessing the User Interface

To enable users to access the Personal Assistant user interface, you must provide them with the URL and the user name and password.

URL

To access the Personal Assistant user interface, users open a supported web browser and enter the following URL:

http://<PAhost>/pauseradmin

where PAhost is the computer name of the server on which you install the Personal Assistant web administration component.

User Name and Password

Users log in to Personal Assistant by using the unique user attribute configured for your system, for example their e-mail address.

The password is the same password defined for access to the Cisco CallManager user interface. To change or reset the password, use the Cisco

OL-4590-03

CallManager user interface.

Cisco Personal Assistant 1.4 Installation and Administration Guide

5-1

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, to access their voice mail, or to use other features of the telephony interface. The Personal

You also need to tell users the PIN to use to access protected features such as call-forwarding rules and voice mail browsing. By default, Personal Cisco Personal

Assistant access number is the extension you configured as the CTI route point.

CallManager. Alternatively, if the system is integrated with Cisco Unity, you can set up

Assistant to use the Cisco Unity subscriber phone password as the PIN.

Obtaining Help

Users can access Help with the Personal Assistant web user interface in any of the following ways:

• From the Help menu:

–

Access Help for the page you are viewing by selecting Help > For This Screen.

–

Access the contents of the Help system by selecting Help > Contents and Index.

Chapter 5 Preparing Users for Personal Assistant

Assistant uses the same PIN established for access to

• To print a copy of the manual associated with the application, or to view or search an Adobe Acrobat

version of the Help system, click the PDF button in the top left corner of the Help system. If you have Adobe Acrobat Reader installed (either as an independent application or as a plug-in to your browser), the document opens.

From Acrobat Reader, you can search the entire manual, print the entire manual or selected pages, or read the manual online. If the table of contents for the document is not already displayed on the left side of the page, click the easy way to navigate through the document.

• Users can access Help in the telephony interface at any time by saying “help.”

Managing Users

You can manage some Personal Assistant users through the Reset User Information page. Select System

You can make the following changes:

• Reset the user PIN—You can make this change if the system is configured to use the

> Reset User Information to open the page.

Cisco This is useful if a user forgets a PIN. Changing the PIN does not affect the user configuration. The user can also reset the PIN through the user interface.

You can also configure Personal Assistant to automatically notify users of PIN changes by e-mail. For more information about automatic PIN change notification, see the

section on page A-10.

Bookmarks and Page button to view it. The bookmarks provide an

CallManager PIN. Personal Assistant requires the new PIN the next time the user(s) log on.

“Messaging Configuration”

5-2

Note If the system is configured to use the Cisco Unity subscriber phone password as the PIN, you

cannot reset the PIN through any Personal in Cisco Unity. Also, users will not receive e-mail notification of PIN changes.

Cisco Personal Assistant 1.4 Installation and Administration Guide

Assistant interface. The phone password must be reset

OL-4590-03

Chapter 5 Preparing Users for Personal Assistant

• Reset the recorded name—You can erase the name a user recorded, which forces the user to rerecord

the name the next time they call Personal the user interface.

• Delete the user from the Personal Assistant system—You can remove user account data from the

Personal

Assistant directory.

When you delete a user record from the corporate directory, user account data—destinations and destination groups, callers and caller groups, rules and rule sets, personal address book information, personal settings, and the recorded name—remains in the Personal we highly recommend that when a user is deleted from the network, you also delete their Personal

Assistant account information.

You might also delete a user account if information has become associated with a user incorrectly. For example, if a device (such as a cell phone) is transferred from one user to another, and the old user has rules that include the device, the new user might receive unexpected and undesired calls. Deleting the old user account ensures that the new user will not receive calls inadvertently transferred to the device.

Note that you cannot use the Personal Assistant interface to reset a user password, because the password Personal

Assistant uses is the same as the one used for accessing the Cisco CallManager user interface.

To change the password, use the Cisco

How Administrative Changes Affect Users

Assistant. The user can also reset the spoken name through

Assistant directory. Therefore,

CallManager user interface.

For more information about using the Reset User Information page, see the “Reset User Information”

section on page A-15.

How Administrative Changes Affect Users

Some of the changes you make by using the Personal Assistant Administrative interface directly affect how users can use Personal

• Stopping or restarting servers—If you do not have multiple Personal Assistant servers and speech

recognition servers configured on your network, stopping or restarting servers can temporarily disrupt user access to Personal

• Configuring dial rules—Both you and users have the ability to configure dial rules. Administrative

dial rules take priority over user-configured dial rules.

• Configuring directory hierarchies—You can create locations and departments to help users narrow

a dial-by-name directory search. For example, if you create a location called NewYork, users can tell Personal

Assistant to search the NewYork location for Roger Smith. This is useful when dialing

a person with a common name.

• Setting call pickup duration—Both you and users can modify the call pickup timeout. The

user-configured setting takes priority.

Note The value specified for call pickup duration must be less than the Call Forward No Answer

(CFNA) value set in Cisco information, you should notify them of the maximum timeout value to set.

Assistant. For example:

Assistant.

CallManager. Because users do not have access to this

OL-4590-03

• Allowing calls only from Cisco CallManager users—You can configure Personal Assistant to

restrict access to users who are registered in the Cisco

• Disallowing calls from unknown phones—You can configure Personal Assistant to accept user calls

CallManager directory.

only from user work, home, mobile, and personal destination numbers that are listed in the corporate directory.

Cisco Personal Assistant 1.4 Installation and Administration Guide

5-3

How Administrative Changes Affect Users

• Enforcing Authentication by PIN from personal destinations—Both you and users can configure

Personal in the corporate directory. When you configure Personal priority over the user-configured setting. Otherwise, the user setting is used.

• Configuring Personal Assistant to apply rules only to calls to corporate destinations—You can

configure Personal in the corporate directory.

• Allowing callers to transfer directly to voice mail—You can have Personal Assistant allow a caller

to transfer to voice mail when the call is not picked up at the first user destination.

• Notifying users of PIN changes—If the system is configured to use the Cisco CallManager PIN, you

can have Personal changed.

Both you and users have the ability to change the PIN. When you reset the PIN, you must enter a non-blank PIN, therefore, you should let the user know the new PIN, if applicable.

• Disabling rules on calls made through Personal Assistant—You can configure Personal Assistant to

allow another JTAPI application (such as IPMA) to intercept a call before Personal When this option is set and a call is made through Personal applied.

• Setting up systemwide rules—Both you and users have the ability to create and activate call-routing

rules. Whether Personal depends on the rule-application condition you set. Because user rules can be overridden, this feature should be used with caution.

Chapter 5 Preparing Users for Personal Assistant

Assistant to require a PIN when users call from any phone except their work phone listed

Assistant to do this, your setting takes

Assistant to apply active call-forwarding rules only to calls to destinations listed

Assistant automatically send users e-mail notification when their PINs have

Assistant does.

Assistant, call-routing rules are not

Assistant applies your rule or the user-configured rule to an incoming call

5-4

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

CHA P TER

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 6-10

• Troubleshooting Failed System Refreshes, page 6-11

• Monitoring Server Status, page 6-12

• Monitoring Performance, page 6-12

• Collecting Call History Information, page 6-14

• Starting and Stopping the Servers and License Manager, page 6-14

• Collecting Trace and Debug Information, page 6-15

• Integrating with Network Management Systems, page 6-16

Resolving Problems with Using Personal Assistant

The following sections provide resolutions to problems users might encounter:

• Unable to Access the User Web Interface, page 6-2

• Search Results Include Multiple Copies of a User, page 6-2

• Unable to Use Speech Commands, page 6-2

• Users Cannot Make Conference Calls (Cisco CallManager 3.3 or Later), page 6-3

• Directed to Operator Too Often, page 6-3

• Too Many Available Options, page 6-3

• Calls Transferred to Voice Mail Too Quickly, page 6-4

• Dial Rules Not Working Properly, page 6-4

• Calls Dropping, page 6-4

• Callers Hear “We Are Experiencing Technical Difficulties, Please Call Back Later”, page 6-4

• Personal Assistant Is Too Slow to Answer Calls, page 6-5

• Callers Hear a Busy Tone When Calling Personal Assistant, page 6-5

• A User Hears a Busy Tone When Calling Another User, page 6-5

• Personal Assistant Does Not Recognize Users When They Call From Their Work Phones, page 6-6

OL-4590-03

Cisco Personal Assistant 1.4 Installation and Administration Guide

6-1

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 Browse Voice Mail, page 6-7

• Users Cannot Log On to Cisco Unity Voice Mail, page 6-7

• Calendar-Based Call-Routing Rules Do Not Work, page 6-8

• Users Hear Text to Speech Names Too Often, page 6-9

Unable to Access the User Web Interface

If users cannot access the Personal Assistant user web interface pages, it may be that the systemwide default locale for the speech-recognition interface and user web interface has not been set. If the Default Locale field on the Speech Services Configuration page of the Personal interface is blank, move applicable locales from the available locales list to the supported locales list. Then, click the default locale in the list. See the for instructions.

If users cannot log on to the Personal Assistant user web interface, verify that they are using the correct logon name. The logon name should match the unique user attribute that you defined on the Corporate Directory settings page of the Personal organization uses the employee e-mail address as the unique user attribute, verify that users are entering an e-mail address and not another attribute, such as a phone number.

Assistant Administration interface. For example, if your

Chapter 6 Troubleshooting Personal Assistant

Assistant Administration

“Speech Services Configuration” section on page A-21

Search Results Include Multiple Copies of a User

If Personal Assistant returns multiple copies of a user when you search for users in the Personal that the corporate directory search filter includes the string !(description=CiscoPABUser), if the user search base is set to the root of the directory. The full entry in the Directory Search Filter field should be (&(objectclass=person)(!(description=CiscoPABUser))). Otherwise, Personal distinguish between users in the corporate directory and users in the personal address book. See the

“Corporate Directory Settings” section on page A-3 for instructions on setting the directory search filter.

Assistant user web interface, and if your directory is Cisco CallManager DC Directory, ensure

Unable to Use Speech Commands

If users cannot use speech commands and instead must use touch-tone dialing to interact with Personal

• Verify that the speech recognition server is up and running. See the “Starting and Stopping the

• Establish whether you have recently added a new speech-recognition server or additional license

• Consider whether you have an adequate number of speech-recognition servers to handle the number

Assistant:

Servers and License Manager” section on page 6-14.

manager hosts. If you have, you must refresh the servers before they can support users. See the

“Configuring Speech Recognition” section on page 4-4.

of users. See the speech licenses to accommodate usage.

“Creating Server Clusters” section on page 1-10. You might want to add more

Assistant cannot

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

Users Cannot Make Conference Calls (Cisco CallManager 3.3 or Later)

If you are using Cisco CallManager version 3.3 or later and if users are unable to make conference calls, it may be that the Cisco that not all Cisco

Do the following procedure to verify the ad hoc conferencing parameter and reset it, if applicable.

To Verify the Ad Hoc Conferencing Service Parameter in Cisco CallManager

Step 1 Navigate to the Service Parameters Configuration page of the Cisco CallManager administration

interface.

Step 2 Click <Cisco CallManager server> in the Server list, and click Cisco CallManager in the Service list.

The Service Parameters Configuration page appears.

Step 3 Under Clusterwide Parameters (Feature - General), confirm that the ad hoc conferencing parameter is

set correctly, depending on the Cisco

CallManager service parameter for ad hoc conferencing is not set correctly. Note

CallManager service releases and support patch releases contain the parameter.

CallManager version:

Cisco CallManager 4.1

Cisco CallManager 4.0

Cisco CallManager 3.3

Note that the parameter is not present in some engineering specials and service releases of the versions listed.

If the value is incorrect, click the correct value, and click Update.

Caution The ad hoc conferencing parameter may be used by other telephony applications in your

system. We highly recommend that you contact your telephony system administrator before changing the value.

Directed to Operator Too Often

If users report that they are being directed to the operator too often when using Personal Assistant, check the speech recognition settings on the Personal

Recognition” section on page 4-4.

Drop Ad Hoc Conference should be set to Never.

Drop Ad Hoc Conference When Controller Leaves should be set to False.

Drop Ad Hoc Conference When Creator Leaves should be set to False.

Assistant server. See the “Configuring Speech

Too Many Available Options

If users report they are given too many options when using dial-by-name, you should reduce the Max Disambiguate parameter of the speech recognition settings on the Personal

OL-4590-03

Assistant server.

Cisco Personal Assistant 1.4 Installation and Administration Guide

6-3

Resolving Problems with Using Personal Assistant

Calls Transferred to Voice Mail Too Quickly

By using the miscellaneous settings in the Personal Assistant Administration interface, you can designate the call pickup time. This determines how long Personal up before it moves on to the next defined dial rule.

However, users can also configure the call pickup time (by selecting Preferences > Settings from the user interface), and the user setting takes precedence over the setting in the Personal Administration. For example, if the server setting is 20 seconds, but a user has set call pickup time to 10 seconds, Personal

If users state that they are being transferred too quickly to voice mail, check the call pickup setting in both the administrator and user interfaces.

Assistant uses 10 seconds as the call pickup time.

Dial Rules Not Working Properly

You can configure dial rules through the Personal Assistant administration and user interfaces. However, rules configured in the administration interface take priority over those configured through the user interface. Therefore, if a user has configured a dial rule that conflicts with or produces different results from the one you configured as the administrator, the user rules are ignored.

Chapter 6 Troubleshooting Personal Assistant

Assistant waits for a call to be picked

Assistant

Calls Dropping

Under normal circumstances, users should not experience dropped calls while using Personal Assistant. However, if you have recently changed settings on the Personal the server might have restarted. If you do not have any failover servers, Personal been unavailable during this restart.

If a user is actively interacting with Personal Assistant when the server becomes unavailable, the call will drop. However, if Personal transfer, the call will not be dropped.

To prevent calls from being dropped while Personal Assistant is being used, limit the changes and restarts to the Personal consider adding one in order to more reliably support your users.

Assistant server to off-peak times. Also, if you do not have a failover server,

Assistant has already completed its role in the call, such as a successful

Assistant server and saved the settings,

Assistant might have

Callers Hear “We Are Experiencing Technical Difficulties, Please Call Back Later”

If users call Personal Assistant and consistently hear this message, there are two main problems to check for:

• Problems with the speech recognition subsystem. The speech or license servers are not running, or

the speech package is not available in the expected location in \Speech\Grammar\Static\<Locale>\Pa in the Personal problem:

–

Use the control center (System > Control Center) to see if the speech servers and license managers are running. Try stopping and restarting them to see if this resolves the problem.

Assistant installation directory. To solve this

6-4

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Chapter 6 Troubleshooting Personal Assistant

–

Refresh the speech grammar by clicking Refresh Now on the Speech Services Configuration page (System (look for xcopy errors in the Personal Cisco

TAC.

• The time changed on the Personal Assistant server, or there is a large time difference between the

speech servers and the Cisco

–

Ensure that the times are consistent on these machines, which typically obtain their time from the domain controller when the servers reside in a Windows domain.

> Speech Services). If the problem persists, verify that the package was created

Assistant log on the primary server), and contact

CallManager servers. To solve this problem:

Personal Assistant Is Too Slow to Answer Calls

If it takes a long time for Personal Assistant to answer calls to the Personal Assistant number, it is likely that you are using IP addresses for speech server or license managers in your configuration, and your DNS server is not set up to resolve an IP address to an IP address.

To resolve the problem, either reconfigure your DNS server to add IP address to the same IP address mapping, or change the Personal managers by using DNS host names.

Assistant configuration to identify the speech servers and license

Resolving Problems with Using Personal Assistant

Callers Hear a Busy Tone When Calling Personal Assistant

When callers to the Personal Assistant number hear a busy tone, you might have one of the following problems:

• Callers always hear busy tone—If callers always hear a busy signal, it could mean any of the

following problems exist:

–

Personal Assistant is not running. Check the status of the servers by using the control center (System

–

No media ports are defined. Check the server configuration (Servers > Server Configuration) and add ports if necessary. You must also create the ports in Cisco

“Configuring Personal Assistant Servers” section on page 4-10 and the “Adding Media Ports for Personal Assistant” section on page 3-10 for more information.

–

The Personal Assistant CTI route points are not assigned to the JTAPI user for Personal automated attendant number (if any), and all route points used as Personal ports.

• Callers occasionally hear a busy tone—Either add more media ports or install additional

Personal is heavier than the existing setup can handle.

> Control Center).

Assistant. You must assign the route points used for the Personal Assistant number, the

Assistant servers. When callers occasionally hear a busy tone, the call load from your users

A User Hears a Busy Tone When Calling Another User

CallManager. See the

Assistant interceptor

OL-4590-03

If two users each have phone DNs that exactly match the DNs of Personal Assistant interceptor port route points that are configured in Cisco contact one another by using Personal

CallManager, the users will hear a busy tone when trying to

Assistant.

Cisco Personal Assistant 1.4 Installation and Administration Guide

6-5

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 the DNs 2001 and 2002 are defined in Cisco to call user B, Cisco rejected and user A hears a busy tone.

Check the DNs of both users in Cisco CallManager against the Personal Assistant interceptor port route points. To avoid the problem, we recommend that you use wildcards for the interceptor port route points. See the

page 3-4.

If the DNs and interceptor port route points are not the problem, verify that the user phones are in the correct partition. See the

“Creating Personal Assistant Interceptor Ports and Configuring Error Handling” section on

CallManager cannot transfer the call to Personal Assistant. Instead the call is

“Updating the Partition for Managed Phones” section on page 3-8.

CallManager. When user A attempts

Personal Assistant Does Not Recognize Users When They Call From Their Work Phones

If a user calls Personal Assistant from his or her work phone, and if Personal Assistant prompts the user for an extension or first and last name:

• Verify that the user work phone is set correctly in the corporate directory. If applicable, modify the

entry and do a system refresh. Note that the user will not be recognized until the refresh has completed successfully.

• Ensure that the directory lookup rule correctly translates the user work phone to the work phone

number as it is represented in the corporate directory, if applicable. See the

Rules” section on page A-8.

• Check whether a refresh or a server restart is in progress. During these processes, Personal Assistant

reads information from the corporate directory and cannot recognize users until the refresh or restart has successfully completed.

“Directory Lookup

Message Waiting Indicator Does Not Work

If the message waiting light on the phones no longer lights when a new message is received, the problem might be in the calling search space configuration.

When setting the calling search space that you use for voice mail ports and for message waiting indicators, ensure that it contains the PAManagedEmployees partition, but not the PA partition. Otherwise, the message waiting indicators will not work.

You use the Cisco CallManager Administration interface to assign partitions and calling search spaces to message waiting indicators in one of the following ways:

• On the Feature > Voice Mail > Message Waiting > Message Waiting Configuration page.

• On the Service Parameters Configuration page by going to Service > Service Parameters, and

Cisco Personal Assistant 1.4 Installation and Administration Guide

6-6

OL-4590-03

Chapter 6 Troubleshooting 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 in Personal configuration (System DNS name, for example unity1 rather than unity1.domain.com. Do not use IP addresses.

If the DNS name is not the problem, reinstall the Personal Assistant servers and specify a Cisco Unity domain and administrative user when asked for Windows domain information.

Assistant, rather than being taken directly to the applicable voice mailbox, check the messaging

> Messaging). Ensure that the voice mail servers are identified by unqualified

Some Users Cannot Browse Voice Mail

If users in general can access voice mail, but some users cannot, there is probably a problem with the Cisco

Unity user setup information, or a consistency problem with Cisco CallManager.

Make sure the user voice mailbox number matches the user extension in Cisco CallManager, and that the user ID is the same in Cisco

If the mailbox number and extension are not the problem, check the Personal Assistant messaging configuration (System in Personal

Assistant.

Unity and Cisco CallManager.

> Messaging), and ensure that the user voice mail server is properly configured

Resolving Problems with Using Personal Assistant

Finally, if you are using more than one voice mail server, users can select the voice mail number when configuring Personal voice mail number has been selected.

Assistant user settings. Check the user configuration to ensure that the correct

Users Cannot Log On to Cisco Unity Voice Mail

If users cannot log on to the voice mail system from Personal Assistant, it is likely that the Personal be automatically created the first time someone accesses voice mail through the Personal server.

Do the following two procedures to verify whether the profile was created and to manually create it, if applicable.

To Verify the Personal Assistant Profile in the Outlook Client

Step 1 On the Personal Assistant Server, click Start > Settings > Control Panel.

Step 2 Double-click the Mail icon.

Note If a memory error message appears, it may be that the Outlook path has not been added to the

Assistant voice mail profile in the Outlook Client was not created correctly. The profile should

system path variable. Add the Outlook path and repeat this procedure.

Assistant

OL-4590-03

If the profile window is blank, Personal Assistant failed to create the profile. Skip to the “To Manually

Create the Personal Assistant Voice Mail Profile in the Outlook Client” procedure on page 6-8. When

you are done creating the profile, repeat this procedure to verify it.

If the Cisco Unity System Profile Properties window opens, skip to Step 3.

Step 3 Click Properties.

Cisco Personal Assistant 1.4 Installation and Administration Guide

6-7

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.

If the server name is incorrect, enter the correct name or IP address. For example: amishak. (Do not use the fully qualified domain name.)

Step 5 Ve r i f y t h e C i sc o Unity system mailbox name in the Mailbox Name field.

If the mailbox name is incorrect, enter the correct name.

Step 6 If the mailbox name is not underlined, click Check Name, to verify the name.

Depending on how your system is configured, you might be prompted for the domain, user name, and password.

The mailbox name should be underlined, and the Check Name button should be disabled.

Step 7 Click OK twice.

To Manually Create the Personal Assistant Voice Mail Profile in the Outlook Client

Step 1 On the Personal Assistant server, browse to the directory

C:\Program

Step 2 Under [Service1], set Homeserver to the Microsoft Exchange server name.

Files\Cisco Systems\Personal Assistant\Bin, and open the file paUnity.prf in Notepad.

Chapter 6 Troubleshooting Personal Assistant

Step 3 Under [Service1], set MailboxName to the Administrator Mailbox Firstname Lastname.

Step 4 Save the changes, and close the file.

Step 5 Open a command prompt (DOS) window.

Step 6 Change the directory to C:\Program Files\Cisco Systems\Personal Assistant\Bin\Outlook.

Step 7 Run the new profile setup program by entering newprof.exe -p -s, and then pressing Enter.

Step 8 When the Newprof window appears, browse to the directory

C:\Program

Step 9 Click Execute.

Step 10 When you are done creating the profile, repeat the “To Verify the Personal Assistant Profile in the

Files\Cisco Systems\Personal Assistant\Bin, and click the file paUnity.prf.

Outlook Client” procedure on page 6-7.

Calendar-Based Call-Routing Rules Do Not Work

If a user has set up calendar-based call routing rules, and the rules are not working properly, you might have an incorrect messaging configuration, or the user meeting information might not yet be synchronized (thus making it unavailable for Personal

Check the messaging configuration (System > Messaging) to ensure that the correct calendar server name and calendar mailbox name are configured. If you are using Cisco use “Unity Messaging” in the Calendar Mailbox Name field, unless the account uses a different name. If you are using Exchange without Cisco on the Exchange server. See the

“Messaging Configuration” section on page A-10 for more information

Unity, use the first and last name of the administrator account

and for detailed instructions.

Assistant).

Unity with Microsoft Exchange,

6-8

Cisco Personal Assistant 1.4 Installation and Administration Guide

OL-4590-03

Cisco Personal Assistant User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Cisco Personal Assistant Installation and Administration Guide

CONTENTS

Overview

Preface

Audience

Related Documentation

Help and Document Conventions

Using Help

Document Conventions

Obtaining Documentation

Cisco.com

Documentation Feedback

Ordering Documentation

Obtaining Technical Assistance

Cisco Technical Support Website

Submitting a Service Request

Definitions of Service Request Severity

Obtaining Additional Publications and Information

Planning for Personal Assistant

Understanding Personal Assistant

Personal Assistant Features

Cisco IP Telephony Terminology

Personal Assistant Interceptor Ports

CTI Route Points and Media Ports

Partitions and Calling Search Spaces

Cisco CallManager Clusters

How Personal Assistant Uses Directories

Role of Personal Assistant in the Cisco IP Telephony Network

Personal Assistant and User Interactions

Interaction Terminology

Incoming Call Handling

Understanding the Personal Assistant Server and Speech-Recognition Server

Access to Personal Assistant

Speech-Recognition Server

Personal Assistant Server

License and Resource Managers

Creating Server Clusters

Interactions of the Personal Assistant Server and Speech-Recognition Server

Determining the Required Number of Personal Assistant Servers and Speech-Recognition Servers

Estimated Number of Simultaneous Sessions

Using the Session Estimates in Your Planning

Setting Up Personal Assistant Server Load Balancing

Configuring Load Balancing

Effect of Load Balancing on Users Who Access Personal Assistant

Effect of Load Balancing on Rule-Based Call Routing

Creating a Personal Assistant Server Cluster With Failover

Using Active Personal Assistant Servers for Failover

Intercepting Calls with Personal Assistant

Using Spare Personal Assistant Servers for Failover

Using Partitions and Calling Search Spaces Without Personal Assistant

Defining Partitions and Call Search Spaces for Personal Assistant

Adding Personal Assistant to Existing Partitions

Adding Personal Assistant Without Previously Defined Partitions

Why You Need a Partition for Personal Assistant Managed Phones

Why You Need Interceptor Port Error Handling

Customizing Implementation of Personal Assistant

Using Personal Assistant Without Speech Recognition

Using Personal Assistant Without Rule-Based Call Routing

Preventing Toll Fraud

Installing and Upgrading Personal Assistant

Task List for Installing Personal Assistant on a New System

Installing Personal Assistant Software

Task List for Upgrading from Personal Assistant Version 1.3(x)

Setting Up Active Directory as the Corporate Directory for Personal Assistant

Stopping Personal Assistant Components

Verifying That the Global Catalog Schema Includes Personal Assistant Attributes

Using an LDIF File

Disabling McAfee NetShield Services

Disabling Cisco Security Agent for Cisco Personal Assistant

Re-Enabling Cisco Security Agent for Cisco Personal Assistant

Installing the Enhanced Text to Speech Server

Configuring Cisco CallManager for Personal Assistant

Setting Up Cisco IP Phone Route Plans

Creating a Phone Partition

Creating a Phone Calling Search Space

Setting Up Personal Assistant to Intercept Calls