Avaya Voice Portal 5.1

Release Note (Issue 4)

June, 2010

Contents

Introduction

Product Information

Installation Notes

Known Issues

Installation Issues

Compatibility Issues

System Operation Issues

External System Issues

More Information

Introduction

This document contains Voice Portal 5.1 product information that is not included in the product documentation. This document highlights known issues about the Voice Portal product along with workarounds that are available.

Note: Before continuing, check the Avaya support Web site at http://support.avaya.com for an updated version of this document.

Product Information

The Voice Portal Documentation Library is available on the Voice Portal software DVD. To access the Voice Portal Documentation Library, place the Voice Portal DVD into a Windows system and use Internet Explorer to view the file \Documentation\VoicePortalDocLibrary\_StartHere.html. From this page, you can access the following information:

Printable PDF files for most of the above are accessible from the page titled About the Avaya Voice Portal library and from the Print guides section of the Table of Contents.

Also available from the Print guides section of the Table of Contents are the white papers listed below:

Note: License agreements for each of the third-party components that ship with Voice Portal can be found in the Voice Portal DVD directory /Licenses.

Installation Notes

Important: Before installing or upgrading Voice Portal, please review the Known Issues section in this document for issues that are not addressed in the product documentation. Several of the issues listed there are related to installation.

Note: If you are a software-only customer, you are responsible for obtaining and installing the Red Hat Enterprise Linux operating system on which Voice Portal runs. While the Voice Portal 5.1 product documentation says that you must use Red Hat Enterprise Linux Server release 5.4, you may, optionally, use Red Hat Enterprise Linux Server release 5.5 instead.

Fresh Installs

For detailed installation procedures, see either Implementing Voice Portal on multiple servers or Implementing Voice Portal on a single server, whichever is appropriate for your installation. These guides also contain important installation worksheets that should be filled out before starting the Voice Portal installation.

Upgrades

For detailed upgrade procedures from previous releases, see Upgrading from Voice Portal 4.1 or 5.0 to Release 5.1. Note that before upgrading the Voice Portal software you must upgrade the Linux operating system.

Important: Before starting an upgrade, you should back up your Voice Portal database. If the upgrade fails for any reason, you will need this backup to restore your system to its prior state.

Internal Database

If you are upgrading a Voice Portal system that was originally installed with Voice Portal 4.1 SP3 or earlier, then you need to upgrade the schema of your Voice Portal internal database. This schema upgrade is performed on the Primary VPMS after you upgrade to Voice Portal 5.1.

Note: If you are upgrading a system that was originally installed with Voice Portal 4.1 SP4 or later, then you do not need to perform the procedure below. However, if the system was originally installed with an earlier release and then upgraded to 4.1 SP4 or later, you do need to perform the procedure below.

To upgrade the schema of your internal database:

  1. Log into Linux on the Primary VPMS server as a user with root privileges.
  2. Execute the command below to stop the VPMS service:
  3. /sbin/service vpms stop
  4. Execute the command below to upgrade the database schema:
    Important: All of the text below must be entered on a single line.
  5. sudo -u postgres psql -d VoicePortal -c "alter table sdproperty alter column value type character varying(1024)"
  6. Execute the command below to start the VPMS service:
  7. /sbin/service vpms start

Known Issues

Installation Issues

Root access on Avaya Linux

The Voice Portal installation program must be run from an account that has root privileges. If you are installing or upgrading Voice Portal on a server that uses the Avaya provided version of Linux and you do not have root access, you should open a request with Avaya Support.

Disk Partitions

On a Primary VPMS server, the Voice Portal database might grow to be quite large. The report data generated automatically by Voice Portal causes the database to grow by approximately 4GB for every one million calls processed. If your applications use the Voice Portal application logging feature, the database grows even faster.

By default, the Voice Portal database resides in the directory /var/lib/pgsql/data. If you are a software-only customer, when you install Red Hat Enterprise Linux on your VPMS server you should ensure that the disk partitions you define provide adequate disk space for the Voice Portal database. Note that the default partition scheme provided by Red Hat Enterprise Linux has proven adequate for most Voice Portal installations. It results in the Voice Portal database residing in a partition that spans most of the hard disk.

On an MPP server, the MPP logs directory might grow to be quite large. This is particularly true if your applications use the VoiceXML <log> tag or CCXML <log> tag to generate application log data.

By default, the MPP logs reside in the directory /opt/Avaya/VoicePortal/MPP/logs. If you are a software-only customer, when you install Red Hat Enterprise Linux on your MPP server you should ensure that the disk partitions you define provide adequate disk space for the MPP logs. Note that the default partition scheme provided by Red Hat Enterprise Linux has proven adequate for most Voice Portal installations. It results in the MPP logs being in a partition that spans most of the hard disk.

Be aware that the partition scheme provided by Avaya Enterprise Linux results in the MPP logs residing in a relatively small disk partition. If you encounter space problems, see the help topic Administering Voice Portal > Media Processing Platforms > Moving the MPP logs to a different location for instructions on how to change where MPP logs are stored.

Red Hat Enterprise Linux Server 5.4 installs in text mode

In some instances, when Red Hat Enterprise Linux Server 5.4 is installed on a server where the console monitor is connected through a KVM switch the Red Hat install program does not correctly identify the type of monitor connected. One consequence of this is that the Red Hat install program runs in console mode, rather than the typical graphical mode. Another consequence is that after Red Hat Enterprise Linux Server 5.4 is installed, it runs in console mode rather than graphical mode.

To configure Red Hat Enterprise Linux Server 5.4 to run in graphical mode:

  1. Log into Linux as a user with root privileges.
  2. Execute the command below to start the Display Settings configuration utility:
  3. system-config-display
  4. Within Display Settings, select the Hardware tab.
  5. On the Hardware tab, click the Configure... button next to Monitor Type.
  6. On the Monitor window displayed, select a monitor type that is appropriate for your hardware. For example, LCD Panel 1280x1024.
  7. Click the OK button to close the Monitor window, saving your changes.
  8. Click the OK button on the Display Settings window to close that application.
  9. In a text editor, open the file /etc/inittab.
  10. Find the line that contains id:3:initdefault:.
  11. Change this line to read as follows:
  12. id:5:initdefault:
  13. Save and close the file.
  14. Reboot the server.

Linux console flooded with errors

In some instances, when a Voice Portal 4.x system installed on an installation of Red Hat Enterprise Linux ES4 that does not include a graphical user interface is upgraded to Red Hat Enterprise Linux 5.x, the Linux console gets flooded with errors. This makes it difficult to log into the system.

Note: This problem can occur with both Red Hat Enterprise Linux and the version of Linux provided by Avaya.

To avoid this problem, follow the procedure below before upgrading to Red Hat Enterprise Linux 5.x:

  1. In a text editor, open the file /etc/inittab.
  2. Find the line that contains R0:2345:respawn:bash /sbin/initmgetty -x 4 ttyACM0.
  3. Insert the comment character, #, at the beginning of that line.
  4. Save and close the file.
  5. Reboot the server.

Note: If you do not follow the procedure above before upgrading to Red Hat Enterprise Linux 5.x and you encounter the problem of the console being flooded with errors, you can resolve the issue by logging into the system remotely using an SSH client and then performing the procedure above. Alternatively, you can log into the system remotely and install Voice Portal.

Error from cpartition when running vpupgrade.sh

If you are upgrading a system that uses the Avaya provided version of Linux, when you run the Linux upgrade script vpupgrade.sh you may see a message similar to the following:

cpartition: ERROR - boot label Uya1 from "lilo -v -q" output does not equate to / or /root2 in "mount" output

You may safely ignore this message.

PHP prerequisite rpm installation fails during Installation or upgrade

During the portion of the install program where prerequisites are installed, a message similar to the following might be displayed:

| |  >>>>>>Starting RPM installation: 'rpm -U --replacepkgs *.rpm'
| |  warning: php-4.3.9-3.22.9.i386.rpm: V3 DSA signature: NOKEY, key ID
| |    db42a60e
| |  error: Failed dependencies:
| |    php = 4.3.9-3.22.4 is needed by (installed) php-ldap-4.3.9-3.22.4.i386
| |  >>>>>>RPM Installation failed: Exit Code: 3
| |  ====================================
| |  RPM installation check: Expecting 'Found' >= 'Expected'.
| |  Expected: php-pear-4.3.9-3.22.9.i386.rpm
| |           php-4.3.9-3.22.9.i386.rpm
| |           php-domxml-4.3.9-3.22.9.i386.rpm
| |  Found: php-pear-4.3.9-3.22.4            Out of Date
| |           php-4.3.9-3.22.4                 Out of Date
| |           php-domxml-4.3.9-3.22.9.i386.rpm  Not Installed

If prerequisite installation fails, the installation will not continue.

To resolve this issue:

  1. Uninstall the php-ldap RPM using the command:
  2. rpm -e --nodeps php-ldap
  3. Re-execute the Voice Portal installation.

X Virtual Framebuffer prerequisite rpm installation fails during installation or upgrade

During the portion of the install program where prerequisites are installed, a message similar to the following might be displayed:

| |  >>>>>>Starting RPM installation: 'rpm -U --replacepkgs xorg-x11-server
| |    -Xvfb-1.1.1-48.41.el5.i386.rpm'
| |  warning: xorg-x11-server-Xvfb-1.1.1-48.41.el5.i386.rpm: Header V3 DSA
| |    signature: NOKEY, key ID 37017186
| |   file /usr/share/man/man1/Xserver.1x.gz from install of xorg-x11-server
| |     -Xvfb-1.1.1-48.41.el5.i386 conflicts with file from package xorg-x11-
| |     server-Xnest-1.1.1-48.67.el5.i386
| |  >>>>>>RPM Installation failed: Exit Code: 1

If prerequisite installation fails, the installation will not continue.

To resolve this issue:

  1. Insert the Red Hat Enterprise Linux 5.4 DVD into the DVD drive of your server.
  2. Navigate to the directory /Server.
  3. Install the xorg-x11-server-Xvfb RPM using the command:
  4. rpm -i xorg-x11-server-Xvfb-1.1.1-48.67.el5.i386.rpm
  5. Re-execute the Voice Portal installation.

Message "avc: granted {setbool} for pid=xxxx comm='setsebool' scontext..."

During the portion of the install program where Voice Portal is actually installed and the install program displays Installation Progress, a message similar to the following might be displayed:

avc: granted {setbool} for pid=xxxx comm='setsebool' scontext...

This message does not indicate that an error has occurred. You may safely ignore this message.

MPPs must be restarted after Primary VPMS is upgraded

After you upgrade your Primary VPMS, all of your MPPs might go into the Restart Needed state. If this happens, the MPPs will continue to process calls normally but will need to be restarted at some point. You can either restart the MPPs immediately after you upgrade the Primary VPMS, or you can wait and restart each MPP after it is upgraded.

Auxiliary VPMS stops working when Primary VPMS is upgraded

After you upgrade your Primary VPMS your Auxiliary VPMS will no longer be able to communicate with it. To resolve this issue, upgrade your Auxiliary VPMS to Voice Portal 5.1.

Note: While the Auxiliary VPMS is not able to communicate with the Primary VPMS, it will still be able to communicate with the MPP servers. Therefore, outcall requests made through the Application Interface web service on the Auxiliary VPMS will continue to succeed.

Apache httpd server must be restarted after Auxiliary VPMS upgrade

After you upgrade an Auxiliary VPMS (formerly Secondary VPMS) server to Voice Portal 5.1, you must manually restart the Apache httpd server.

To restart the httpd server:

  1. Log into Linux on the Auxiliary VPMS server as a user with root privileges.
  2. Execute the command below to restart the httpd service:
  3. /sbin/service httpd restart

Auxiliary VPMS renamed on upgrade

If you upgrade a system that includes a Secondary VPMS to Voice Portal 5.1, on the VPMS Servers page of the VPMS web application the Secondary VPMS will be renamed "VPMS2". This behavior is by design. In Voice Portal 5.1, the term Secondary VPMS has been replaced by Auxiliary VPMS.

Co-resident application server not started automatically

After you upgrade Avaya Linux on a single server system that includes a co-resident application server, the co-resident application server should start automatically but it does not.

To resolve this issue:

  1. After upgrading Avaya Linux, upgrade the Voice Portal software.
  2. Execute the command below to start the co-resident application server:
  3. /sbin/service appserver start

Compatibility Issues

SIP Domain now validated

In Voice Portal 5.1 the SIP domain name received from the SIP proxy on an incoming call is validated against the value of SIP Domain entered on the Add SIP Connection (or Change SIP Connection) page of the VPMS. If the domain names do not match, Voice Portal will not answer the call. Previous versions of Voice Portal did not validate the SIP domain name received from the SIP proxy.

Because of this change, it is possible that an improperly configured system that worked with previous releases of Voice Portal stops working when upgraded to Voice Portal 5.1.

When upgrading a system to Voice Portal 5.1, verify that the SIP domain name configured on Voice Portal matches the SIP domain name configured on any attached SIP proxies.

New CCXML event <start_of_voice>

An enhancement to the call classification code means that CCXML applications that make outcalls may now receive the event <start_of_voice>. This event occurs after an outcall is answered, at the point where Voice Portal starts trying to determine whether the call was answered by a human or an answering machine. Previous versions of Voice Portal did not send the event <start_of_voice>.

Because of this change, CCXML applications that worked with previous releases of Voice Portal may stop working when the system is upgraded to Voice Portal 5.1. Applications that were modeled after the Voice Portal page default.ccxml from previous releases are likely to suffer from this problem. These applications need to be modified to properly handle the event <start_of_voice>.

Note: In most cases applications can simply ignore the event <start_of_voice>. Where problems occur is when an application looks for a certain set of events and aborts if it receives an unexpected event. These applications need to recognize <start_of_voice> as an expected event.

BloominBloomsLite sample

The version of the sample application BloominBloomsLite that shipped with Dialog Designer 5.0 does not work correctly with Voice Portal 5.1. If you use BloominBloomsLite, use the version that ships with Dialog Designer 5.0 SP1, or newer.

Video applications written for Voice Portal 5.0

Video applications written for Voice Portal 5.0 might not operate correctly on Voice Portal 5.0 SP1 and later. In Voice Portal 5.0, if a video is played in parallel with audio that is longer than the video, then at the end of the video the last frame will remain on the screen while the audio finishes. Starting with Voice Portal 5.0 SP1, the screen will go blank when the video finishes playing unless the application writer specifies a video duration that is longer than the actual length of the video.

Note: Application writers should refer to the version of the sample application BloominBloomsLite that ships with Dialog Designer 5.0 SP1, or newer, for examples of video application best practices.

System Operation Issues

VPMS root security certificate expires

When you install the Primary VPMS, a root security certificate is generated. Voice Portal 5.1 generates a root certificate that is valid for ten years. However, some previous versions of Voice Portal generated a root certificate that was valid for only one year. If your root certificate is about to expire, you may see a message similar to the following on the VPMS home page:

SIP: The root CA certificate will expire in 30 days.

To generate a new root certificate:

  1. Log into Linux on the Primary VPMS server as a user with root privileges.
  2. Execute the command below to navigate to the appropriate directory:
  3. cd $AVAYA_HOME/Support/VP-Tools
  4. Execute the command below to generate a new certificate:
  5. bash UpdateRootCertificate
  6. When prompted, type Y and press Enter to restart the VPMS service.

Important: After generating a new root certificate, you must restart all of your MPPs. Also, if you have installed the Voice Portal root certificate on any other servers, such as SIP proxies, in order to support TLS connections, then you must update all of those other servers with the new Voice Portal certificate.

Application delays under heavy load

People calling into applications running on a very heavily loaded MPP may occasionally experience delays of several seconds between prompts. This symptom can be caused by file system latencies within Linux. To address this issue, try one or more of the solutions below:

Or

Or

Accessing media files using HTTPS

If your application refers to a media a file (for example, a .3gp video) using a secure HTTP URL (one that begins with "https"), then you must install the security certificate from the server that holds the media file on your Voice Portal system. To install the security certificate on Voice Portal, go to the Certificates page of the VPMS and select the Trusted Certificates tab.

Portmap service should be disabled

As a matter of security policy, Avaya recommends that the Linux service named portmap be disabled. By default, the portmap service is disabled on Avaya Linux. However, on Red Hat Enterprise Linux 5.x the portmap service is enabled by default.

To disable the portmap service:

  1. Log into Linux as a user with root privileges.
  2. Execute the command below to prevent the portmap service from starting when the system reboots:
  3. chkconfig portmap off
  4. Execute the command below to stop the portmap service:
  5. /sbin/service portmap stop

Note: The Voice Portal backup procedure requires you to have the portmap service enabled. Similarly, you will need to enable the portmap service if you wish to use NFS.

SIP proxy failover

In Voice Portal 5.1 if you have multiple SIP proxies configured and an outcall request fails because the chosen SIP proxy is out of service, Voice Portal will automatically retry the outcall using a different SIP proxy. However, it may take Voice Portal up to thirty seconds to retry the outcall using a different SIP proxy. Writers of applications that request outcalls using either the LaunchVXML method of the Application Interface web service or the CCXML tag <createcall> should consider this failover time when choosing a timeout to specify on the outcall request. If the timeout specified is too short, the outcall request will time out before Voice Portal has found a working SIP proxy.

Note: If a LaunchVXML request times out, it is still possible that Voice Portal will eventually complete the outcall and launch the requested application.

Unanswered outcalls

If your application makes an outcall with call classification enabled in either a SIP environment or an H.323 environment that has Special Application 8874 (also known as "the green feature") enabled, then the call classification timer does not begin until Voice Portal receives an indication from the telephony switch that the far end has answered the call. Therefore, if a call goes unanswered, the application will not receive a call classification timeout. It will receive a connection timeout instead.

In an H.323 environment that does not have Special Application 8874 enabled, on the other hand, Voice Portal does not receive any indication from the telephony switch when the far end has answered the call. In this case, Voice Portal considers the call connected as soon as the call is initiated and Voice Portal immediately starts the call classification timer. If a call goes unanswered, your application will not receive a connection timeout. It will receive a call classification timeout.

Changing server host name or IP address

If the host name or IP address of any Voice Portal server changes, then you must run the utility do_UpdateHost.

If the host name or IP address of a Primary VPMS or Auxiliary VPMS server changes, you must additionally perform the following steps on that server after running doUpdateHost:

  1. Log into Linux as a user with root privileges.
  2. Execute the command below to stop the VPMS service:
  3. /sbin/service vpms stop
  4. Execute the command below copy a core services configuration file to the correct location:
  5. cp -p /tmp/BootstrapDBResource.dat /opt/coreservices/scc/runtime/
  6. Execute the command below to start the VPMS service:
  7. /sbin/service vpms start

Replacing a Primary VPMS server

To replace a Primary VPMS server you must perform several tasks that include: install Linux on the new server, install Voice Portal on the new server, and restore on the new server a Voice Portal database backup taken from the old server. Below are some additional procedures that need to be followed during this process. The first procedure should be performed before you restore the Voice Portal database backup on the new newer. The second procedure should be performed after you restore the database.

Note: These additional procedures are needed any time a database restore is performed after a fresh install of Voice Portal; even if the underlying server hardware has not changed.

Before following the procedure documented in Restoring data backed up from System Backup follow the procedure below.

For each Auxiliary VPMS server:

  1. Log into Linux on the Auxiliary VPMS server as a user with root privileges.
  2. Execute the command below to navigate to the appropriate directory:
  3. cd $AVAYA_HOME/Support/VP-Tools
  4. Execute the command below to retrieve the security certificate from the Primary VPMS:
  5. bash setup_vpms.php <PrimaryVPMS>

    Note: The <PrimaryVPMS> above is the name or IP address of your Primary VPMS server.

  6. Follow the on-screen prompts to install the security certificate, restart Apache, and configure Network Time Protocol (NTP).

After following the procedure documented in Restoring data backed up from System Backup follow the procedure below.

  1. Log into Linux on the Primary VPMS server as a user with root privileges.
  2. Execute the command below to restart the VPMS service:
  3. /sbin/service vpms restart

Application logging

If you are running a Dialog Designer application that does application logging, and your Voice Portal system is configured to handle more than 75 simultaneous calls, you must make the following configuration change on your Primary VPMS:

  1. Log into Linux on the Primary VPMS server as a user with root privileges.
  2. In a text editor, open the $CATALINA_HOME/conf/server.xml file.
  3. Find the entry maxThreads="500" under <Connector port="8009".
  4. Change the value from 500 to 1000.
  5. Save and close the file.
  6. Execute the command below to restart the VPMS service:
  7. /sbin/service vpms restart

Supporting non-English applications

Application language

When an application runs on the MPP, the VoiceXML Interpreter defaults to the language configured in the Language field on the AVB Settings page of the VPMS. The default value for this field is en-US. If your application uses a language other than the one configured for the system, the application must specify the correct language using the xml:lang attribute. Applications can specify the language either globally on each page, or as part of each individual <grammar> tag and <prompt> tag.

Default event handlers

When the VoiceXML interpreter or CCXML interpreter generates an event to a page that does not have a handler defined for that event, the interpreter invokes the appropriate default event handler configured on the Event Handlers page of the VPMS. The default event handlers shipped with Voice Portal play an error prompt spoken in English. If your application uses a language other than English, you must configure a default event handler appropriate for that application.

Note: If you are writing code that will be used as a default event handler and the code refers to prerecorded prompt files, refer to those prompt files by file name as opposed to file path. Voice Portal will automatically search for prompt files in the appropriate directory.

External System Issues

Apache Tomcat

Application logging on Linux application server

If you are running a Dialog Designer application that does application logging, and your VPMS goes out of service, Dialog Designer temporarily stores the application log data on your application server while waiting for the VPMS to come back in service. If your application server is Tomcat running on Linux and the VPMS stays out of service for a long time, Tomcat might crash because the system runs out of file handles.

If you encounter this problem, do one or both of the following on your application server.

Increase the Linux file handle limit on your application server:

  1. Log into Linux on the Tomcat server as a user with root privileges.
  2. In a text editor, open the /etc/init.d/tomcat file.
  3. Find the start() procedure.
  4. Add the following line to the start procedure before Tomcat is started:
  5. ulimit -n 8192
  6. Save and close the file.
  7. Execute the command below to restart the tomcat service:
  8. /sbin/service tomcat restart

Change Tomcat startup options to improve garbage collection on your application server:

  1. Log into Linux on the Tomcat server as a user with root privileges.
  2. In a text editor, open the /etc/init.d/tomcat file.
  3. Find the line that begins with export JAVA_OPTS=.
  4. Change this line to read as follows.
    Important: All of the text below must be entered on a single line.
  5. export JAVA_OPTS="-server -Xmx1024m -XX:MaxNewSize=30m -X:+UseParNewGC -XX:+UseConcMarkSweepGC -XX:CMSInitiatingOccupancyFraction=60-XX:ThreadStackSize=512"
  6. Save and close the file.
  7. Execute the command below to restart the tomcat service:
  8. /sbin/service tomcat restart

Avaya Session Manager

Certificate URL

In order for Voice Portal to establish a TLS connection to a Session Manager server, you must install the security certificate from Session Manager on Voice Portal. The correct URL to obtain the security certificate from Session Manager is:

https://<Session_Manager_SM-100_Server>:5061

Installing Voice Portal certificate

In order for Voice Portal to establish a TLS connection to a Session Manager server, you must install the security certificate from Voice Portal on Session Manager. Please contact Avaya technical support for help with installing the Voice Portal security certificate on Session Manager.

Avaya SIP Enablement Services (SES)

Certificate URL

In order for Voice Portal to establish a TLS connection to a SIP Enablement Services (SES) server, you must install the security certificate from SES on Voice Portal. The correct URL to obtain the security certificate from SES is:

https://<Session_Manager_Server>:5061

Call distribution not balanced when an MPP is down

When all the MPPs in your system are in service, the SES properly balances the call load among the MPPs. If one MPP is taken out of service, though, all calls originally intended for the out-of-service MPP are rolled over to one of the remaining MPPs rather than being spread evenly among all of the remaining MPPs.

Note: Generally, this load imbalance will not cause any problems with the remaining MPPs taking calls. However, if your application makes any outcalls, such as during a bridged transfer, then it may encounter no-resource errors. These errors will occur if the MPP taking additional load from the out of service MPP has all ports busy.

Loquendo speech servers

Resources not available error

Under some conditions, an MPP server may consume ASR/TTS resources on a Loquendo speech server even when there are no calls active on that MPP. This can prevent other MPP servers that share the same Loquendo speech server from being able to obtain speech resources when they are processing a call.

To work around this issue:

  1. Log into the VPMS web interface as a user with administrative privileges.
  2. Navigate to the Speech Servers page.
  3. For each Loquendo speech server on the ASR tab:
    1. Navigate to the Change ASR Server page for that Loquendo server.
    2. Set the value of parameter New Connection per Session to No.
    3. Click the Save button.
  4. For each Loquendo speech server on the TTS tab:
    1. Navigate to the Change TTS Server page for that Loquendo server.
    2. Set the value of parameter New Connection per Session to No.
    3. Click the Save button.

Microsoft Internet Explorer

Security problem trying to play utterances

You might see the error "A security problem occurred" from the Windows Media Player while playing an utterance from a Session Detail report. To listen to the utterance, right-click the utterance link and select Save Target As. For more information, see http://support.microsoft.com/default.aspx?scid=kb;en-us;885136.

Cannot view exported file

When you click the Export button on any VPMS page that includes this option, a File Download dialog box containing Open, Save, and Cancel buttons is displayed. If the Internet Explorer security option Do not save encrypted pages to disk is enabled, the Open button will not function properly.

To work around this issue, either:

Or

  1. In Internet Explorer, select Tools > Internet Options.
  2. On the Internet Options page, select the Advanced tab.
  3. On the Advanced tab, disable the Do not save encrypted pages to disk option, which is located in the Security section.

Cannot view report output from e-mail link

While viewing an e-mail that was sent by Voice Portal as the result of a scheduled report running, if you click the link to view the report output you may see either a blank page or the following message:

The requested file is no longer available.

This problem has only been observed when the scheduled report name contains multi-byte characters and the browser used is Internet Explorer 6.0.

To work around this issue, either:

Or

Nuance speech servers

Remote DTMF Detection

If you are using Nuance speech servers and you have any applications with the Advanced Parameter Support Remote DTMF Processing set to Yes, then your Nuance speech servers must all be running NSS 5.0.4 or later. This is to prevent <noinput> VoiceXML exceptions from occurring for remote DTMF detection.

Recognition timeout while playing a long prompt

If your application plays a long prompt with barge-in enabled, the Nuance speech server may return a recognition timeout event before the prompt has completed playing. To remedy this problem, increase the session timeout parameter on the Nuance speech server to be longer than your longest application prompt.

For a Nuance Speech Server running on Linux:

  1. On the Nuance server, open the file $NSSSVRSDK/config/NSSserver.cfg in a text editor.
  2. Find the line in the form of the following:
  3. server.mrcp2.sip.sessionTimeout VXIInteger XXXXXX

    Note: The XXXXXX above is the session timeout in milliseconds. For example, for a two minute timeout XXXXXX would be 120000.

  4. Increase the timeout value XXXXXX on the line found above.
  5. Find the line in the form of the following:
  6. server.mrcp1.rtsp.sessionTimeout VXIInteger XXXXXX

    Note: The XXXXXX above is the session timeout in milliseconds. For example, for a two minute timeout XXXXXX would be 120000.

  7. Increase the timeout value XXXXXX on the line found above.
  8. Save and close the file.
  9. Restart the Nuance server.

For a Nuance Speech Server running on Windows:

  1. On the Nuance server, open the file %NSSSVRSDK%\config\NSSserver.cfg in a text editor.
  2. Find the line in the form of the following:
  3. server.mrcp2.sip.sessionTimeout VXIInteger XXXXXX

    Note: The XXXXXX above is the session timeout in milliseconds. For example, for a two minute timeout XXXXXX would be 120000.

  4. Increase the timeout value XXXXXX on the line found above.
  5. Find the line in the form of the following:
  6. server.mrcp1.rtsp.sessionTimeout VXIInteger XXXXXX

    Note: The XXXXXX above is the session timeout in milliseconds. For example, for a two minute timeout XXXXXX would be 120000.

  7. Increase the timeout value XXXXXX on the line found above.
  8. Save and close the file.
  9. Restart the Nuance server.

Getting recognition results on <nomatch> event

If you are using Nuance speech servers in their default configuration, when your application receives a <nomatch> event in response to a recognition request the application variable application.lastresult$ will not be updated with any recognition results. If you want your application to receive recognition results when a <nomatch> event is generated, then your Nuance speech servers must all be running NSS 5.0.7 or later and they must all be running NRec 9.0.11 or later. Additionally, you must perform the procedure below on each of your Nuance speech servers.

For a Nuance Speech Server running on Linux:

  1. On the Nuance server, open the file $NSSSVRSDK/config/NSSserver.cfg in a text editor.
  2. Find the line for parameter server.mrcp2.osrspeechrecog.mrcpdefaults.VSP.server.osrspeechrecog.result.sendnomatch.
  3. Change this line to read as follows.
    Important: All of the text below must be entered on a single line.
  4. server.mrcp2.osrspeechrecog.mrcpdefaults.VSP.server.osrspeechrecog.result.sendnomatch VXIString true

    Note: If present, be sure to remove the # character at the beginning of the above line to uncomment it.

  5. Find the line for parameter server.mrcp1.osrspeechrecog.result.sendnomatch.
  6. Change this line to read as follows.
    Important: All of the text below must be entered on a single line.
  7. server.mrcp1.osrspeechrecog.result.sendnomatch VXIString true

    Note: If present, be sure to remove the # character at the beginning of the above line to uncomment it.

  8. Save and close the file.
  9. Open the file $SWISRSDK/config/Baseline.xml in a text editor.
  10. If using NRec 9.0.11 or 9.0.1.2:
    1. Find the series of lines beginning with the following:
    2. <param name="swisr_result_enable_speech_mode">
    3. Change the series of lines to read as follows:
    4. <param name="swisr_result_enable_speech_mode">
          <value>1</value>
      </param>
  11. If using NRec 9.0.13 or later:
    1. Find the series of lines beginning with the following:
    2. <param name="swirec_result_enable_speech_mode">
    3. Change the series of lines to read as follows:
    4. <param name="swirec_result_enable_speech_mode">
          <value>1</value>
      </param>
  12. Save and close the file.
  13. Restart the Nuance server.

For a Nuance Speech Server running on Windows:

  1. On the Nuance server, open the file %NSSSVRSDK%\config\NSSserver.cfg in a text editor.
  2. Find the line for parameter server.mrcp2.osrspeechrecog.mrcpdefaults.VSP.server.osrspeechrecog.result.sendnomatch.
  3. Change this line to read as follows.
    Important: All of the text below must be entered on a single line.
  4. server.mrcp2.osrspeechrecog.mrcpdefaults.VSP.server.osrspeechrecog.result.sendnomatch VXIString true

    Note: If present, be sure to remove the # character at the beginning of the above line to uncomment it.

  5. Find the line for parameter server.mrcp1.osrspeechrecog.result.sendnomatch.
  6. Change this line to read as follows.
    Important: All of the text below must be entered on a single line.
  7. server.mrcp1.osrspeechrecog.result.sendnomatch VXIString true

    Note: If present, be sure to remove the # character at the beginning of the above line to uncomment it.

  8. Save and close the file.
  9. Open the file %SWISRSDK%\config\Baseline.xml in a text editor.
  10. If using NRec 9.0.11 or 9.0.1.2:
    1. Find the series of lines beginning with the following:
    2. <param name="swisr_result_enable_speech_mode">
    3. Change the series of lines to read as follows:
    4. <param name="swisr_result_enable_speech_mode">
          <value>1</value>
      </param>
  11. If using NRec 9.0.13 or later:
    1. Find the series of lines beginning with the following:
    2. <param name="swirec_result_enable_speech_mode">
    3. Change the series of lines to read as follows:
    4. <param name="swirec_result_enable_speech_mode">
          <value>1</value>
      </param>
  12. Save and close the file.
  13. Restart the Nuance server.

Chinese TTS using Nuance RealSpeak 4.0

In order to generate either Traditional Chinese or Simplified Chinese TTS using Nuance RealSpeak 4.0.10, you must configure RealSpeak correctly and ensure that the application behaves properly.

To generate Traditional Chinese:

  1. In the application, set the xml:lang attribute to zh-CN.
  2. In the application, set the XML encoding attribute to either UTF-16 or cp950.
  3. On the Nuance server, in a text editor open the file /usr/local/SpeechWorks/MediaServer/server/config/OSSserver.cfg.
  4. Find the line in the form of the following:
  5. server.realspeak4.language.XX.ShortName VXIString zh-guoyu

    Note: The XX above is a number.

  6. Change the line to read as follows:
  7. server.realspeak4.language.XX.ShortName VXIString zh-CN

    Note: The XX above is a number.

  8. Save and close the file.
  1. In the application, set the xml:lang attribute to zh-CN.
  2. On the Nuance server, in a text editor open the file /usr/local/SpeechWorks/MediaServer/server/config/OSSserver.cfg.
  3. Find the series of lines beginning with a line in the form of the following:
  4. server.realspeak4.language.XX.ShortName VXIString zh-guoyu

    Note: The XX above is a number.

  5. Change the series of lines to read as follows:
  6. server.realspeak4.language.XX.ShortName VXIString zh-CN
    server.realspeak4.language.XX.FullName VXIString Mandarin Chinese Big5
    server.realspeak4.language.XX.Voice VXIString Mei-Ling
    server.realspeak4.language.XX.Gender VXIString female

    Note: The XX above is a number.

  7. Save and close the file.

To generate Simplified Chinese:

  1. In the application, set the xml:lang attribute to zh-CN.
  2. In the application, set the XML encoding attribute to either UTF-16 or GB2132-80.
  3. On the Nuance server, in a text editor open the file /usr/local/SpeechWorks/MediaServer/server/config/OSSserver.cfg.
  4. Find the line in the form of the following:
  5. server.realspeak4.language.XX.ShortName VXIString zh-guoyu

    Note: The XX above is a number.

  6. Change the line to read as follows:
  7. server.realspeak4.language.XX.ShortName VXIString zh-CN

    Note: The XX above is a number.

  8. Save and close the file.
  1. In the application, set the xml:lang attribute to zh-CN.
  2. On the Nuance server, in a text editor open the file /usr/local/SpeechWorks/MediaServer/server/config/OSSserver.cfg.
  3. Find the series of lines beginning with a line in the form of the following:
  4. server.realspeak4.language.XX.ShortName VXIString zh-guoyu

    Note: The XX above is a number.

  5. Change the series of lines to read as follows:
  6. server.realspeak4.language.XX.ShortName VXIString zh-CN
    server.realspeak4.language.XX.FullName VXIString Mandarin Chinese GB
    server.realspeak4.language.XX.Voice VXIString Mei-Ling
    server.realspeak4.language.XX.Gender VXIString female

    Note: The XX above is a number.

  7. Save and close the file.

Chinese TTS using Nuance Speech Server 5.0

In order to generate either Traditional Chinese or Simplified Chinese TTS using Nuance RealSpeak voice Mei-Ling 4.0.6 with Nuance Speech Server (NSS) 5.0.x, you must configure NSS correctly.

For a Nuance Speech Server running on Linux:

  1. On the Nuance server, open the file $NSSSVRSDK/config/NSSserver.cfg in a text editor.
  2. Find the series of lines below:
  3. server.rsspeechsynth.languageid.zh VXIString Mandarin Chinese
    server.rsspeechsynth.languageid.zh-CN VXIString Mandarin Chinese
    server.rsspeechsynth.languageid.zh-guoyu VXIString Mandarin Chinese
  4. Change the series of lines to read as follows:
  5. server.rsspeechsynth.languageid.zh VXIString Mandarin Chinese
    server.rsspeechsynth.languageid.zh-CN VXIString Mandarin Chinese GB
    server.rsspeechsynth.languageid.zh-guoyu VXIString Mandarin Chinese B5
  6. Save and close the file.
  7. Restart the Nuance server.

For a Nuance Speech Server running on Windows:

  1. On the Nuance server, open the registry editor.
  2. Create or edit registry keys as necessary to match the values shown below:
  3. [HKEY_LOCAL_MACHINE\SOFTWARE\ScanSoft\RealSpeak 4.0\Language Resources\Mandarin Chinese B5 (Mei-Ling)]
    "Gender"="female"
    "LanguageName"="Mandarin Chinese B5"
    "LanguageTag"="zh-guoyu-b5"
    "VoiceName"="Mei-Ling"
    [HKEY_LOCAL_MACHINE\SOFTWARE\ScanSoft\RealSpeak 4.0\Language Resources\Mandarin Chinese GB (Mei-Ling)]
    "Gender"="female"
    "LanguageName"="Mandarin Chinese GB"
    "LanguageTag"="zh-guoyu-gb"
    "VoiceName"="Mei-Ling"
  4. Close the registry editor.
  5. In a text editor open the file %NSSSVRSDK%\config\NSSserver.cfg.
  6. Find the series of lines below:
  7. server.rsspeechsynth.languageid.zh VXIString Mandarin Chinese
    server.rsspeechsynth.languageid.zh-CN VXIString Mandarin Chinese
    server.rsspeechsynth.languageid.zh-guoyu VXIString Mandarin Chinese
  8. Change the series of lines to read as follows:
  9. server.rsspeechsynth.languageid.zh VXIString Mandarin Chinese
    server.rsspeechsynth.languageid.zh-CN VXIString Mandarin Chinese GB
    server.rsspeechsynth.languageid.zh-guoyu VXIString Mandarin Chinese B5
  10. Save and close the file.
  11. Restart the Nuance server.

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