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Cisco Bug: CSCsy75462 - VUI doesn't identify VPIM target during device confirmation

Last Modified

Jan 12, 2010

Products (1)

  • Cisco Unity Connection

Known Affected Releases

7.1(0.117)

Description (partial)

Symptom: The Connection voice recognition user interface (VUI) conversation flow doesn't identify target when asking for device confirmation

Condition: This can result in a transfer to the wrong target, when the VUI matches the caller's voice input with the wrong target name.  The following is an example of the conversation flow when a caller accesses a voice-enabled directory handler, or uses the "Call" voice command as an authenticated voice recognition (VUI) Connection user:

This is only seen when accessing system contacts who are enabled for VPIM.

1. VUI conversation plays "Who would you like to reach?"
2. Caller says "Bill Smith at cell phone".
3. System plays "A cell phone number has not been provided. Would you like to reach this person at work?"
4. At this point, the caller isn't sure what person the system is referring to. Being the trusting sort, caller says "yes".
5. System plays "Transferring to Jill Smith at work" and transfers to unintended target.
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