Monday, August 9, 2010

UCCX 8 Error - Content is not allowed in prolog

Referring the previous 2 blog posts:

Troubleshooting Contact Center Express + Nuance ASR

Contact Center Express 8 - Nuance Integration   

I have encountered a tricky question using the Simple Recognition Step. The error message is:

"org.xml.sax.SAXParseException: Content is not allowed in prolog"


After some troubleshooting, I found that the problem is the grammer file. When I type "more grammer.grxml" file in Windows, an character is observed at the start of file:


I copy and pasted the content without that character to my Linux host with vi and save the files to solve this problem.

Troubleshooting Contact Center Express + Nuance ASR

Referring to the previous blogpost:

Contact Center Express 8 - Nuance Integration

The very basic connectivity test can be shown from the page ASR Server Configuration:


REACHABLE means the Nuance Speech Server is listening port 4900/tcp. But it doesn't mean the ASR integration is done properly. One of the way to verify it is to extract the information from the "Get Contact Info" Step in UCCX editor.

First create a boolean variable:


Then store the resultant value "ASR Supported" to the parameter that you've created in the previous step:


Run the "Reactive Script" debugging and observe the value that you've created, in my case the parameter is called "asr"



You should see the value changed from false to true after "step over" the "Get Contact Info" step.


Then you can try ASR through either "Simple Recognition" or "Generic Recognition" step. Good Luck!

If you observe the boolean doesn't change to true, make sure you have correct settings in UCCX trigger:

201008092322.jpg The "Override Media Termination" should equal to "Yes" and make sure you've selected your ASR Dialog group.

Contact Center Express 8 - Nuance Integration

My environment:

Cisco Contact Center Express (UCCX)

ASR - Nuance Voice Recognizer 9.0.3

TTS - Nuance RealSpeak 4.5.4

MRCP Server - Nuance Speech Server 5.0.9

All 3 Nuance software are installed on the same Windows 2003 server.

If you want TTS and ASR capabilities for UCCX, Nuance is one of the option to provide you both capabilities. Voice Recognizer is the automatic speech recognition engine and RealSpeak provides text-to-speech capability. You will first need to install Voice Recognizer and RealSpeak as well as its language packs, finally install NSS, and load the software license to the license manager.

Start the Nuance Speech Manager in Windows Services MMC:


Then configure UCCX by first create the ASR provider, in my case it is Nuance:


Configure ASR Server, which is your Nuance server address:


"REACHABLE" means the NSS on Nuance is working properly with port 4900/tcp listening. 4900/tcp for MRCP version 1 integration and 5060/tcp for MRCP version 2 integration.

Add appropriate languages to the ASR server:


Next step is to create MRCP ASR Dialog group


For TTS configuration, it is pretty much similar. First specify the TTS provider:


Then add TTS server:


Add the language and gender for your TTS server:


If you are using demo license, make sure you follow the instruction below to modify Nuance config file: