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In CRS 3.5, for calls that have been allocated a channel from a Nuance ASR Dialog Control Group, names are not consistently recognized by the Name to User step
The Refresh Task was not run after a new Cisco Customer Response Applications (CRA) installation or after you added or changed an existing name. If names are not recognized after you run the Refresh Task, you have supplied one or more merge dictionaries in the C:\Cisco Dictionaries folder, which requires you to stop and restart the CRA Engine after adding or changing an existing name.
To resolve this issue, perform these steps:
Run the Nuance Automatic Speech Recognition (ASR) Refresh Task.
Note: Run the Nuance ASR Refresh Task at off-peak times.
If the names are still not recognized, stop and restart the CRA Engine.
For more information about resolving Cisco CRA and Customer Response Solutions (CRS), refer to these documents: