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Traces Required to Debug Calls That Are Stuck in Queue

Cisco - Traces Required to Debug Calls That Are Stuck in the Queue

Document ID: 64055

Updated: Jan 12, 2006

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Introduction

This document explains how to gather traces to debug calls that are stuck in the queue in a Cisco IP Contact Center (IPCC) Express Environment.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

  • Cisco CallManager

  • Cisco Customer Response Solutions (CRS)

Components Used

The information in this document is based on these software and hardware versions:

  • Cisco CallManager version 3.x and later

  • Cisco CRS version 3.x and later

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Real Time Reports

In order to troubleshoot a call stuck in queue, you require these two reports:

  1. The Contacts real time report (see Figure 1).

  2. The CSQ IP ICD Stats real time report (see Figure 2).

These two real time reports indicate the time frame in which call is stuck in the queue. You can use the Contacts real time report to obtain the Start Time of the call (see arrow A in Figure 1) and the Impl ID (see arrow B in Figure 1). These parameters enable you to identify the call to look for in different traces.

Figure 1 – Contacts Real Time Report

debug_calls_in_Q_01.gif

Here is a sample output from the JTAPI log:

%JTAPI-JTAPI-7-UNK:(P1-icdjtapi)[SS_TEL_CALL_CONN_OFFERED:1317]
[(P1-icdjtapi) GCID=(2,171194)->ACTIVE]
Request: addObserver(InCallObs[TP[id=23,implId=1317,state=IN_USE],
answered=false, aborted=false,disconnected=false,transferred=false,cleaned=false])

Here is another example from the MIVR log.

MIVR-SS_TEL-7-UNK:Route Connection: 
[1612/(P1-icdjtapi) GCID=(2,171156)->ACTIVE]->OFFERED, 
CTI Port selected: TP[id=40,implId=1226,state=IN_USE]

Note: These output samples appear over multiple lines here due to space limitations.

Figure 2 – CSQ IP ICD Stats Report

debug_calls_in_Q_02.gif

Trace Collection

This section provides the step-by-step instructions to turn on the various types of trace.

Turn On the MIVR Trace

This section describes the procedures to turn on the MIVR trace for IPCC Express versions 3.x and 4.x.

IPCC Express 3.x

Complete these steps in order to turn on the MIVR trace for IPCC Express 3.x:

  1. Select System > Engine from the CRA Administration menu bar.

    The Engine web page appears.

  2. Click the Trace Configuration hyperlink in the left pane.

    The Trace Configuration web page appears (see Figure 3).

  3. Turn on these MIVR trace Debug levels:

    • ICD_RTDM

    • SS_CM

    • SS_RM

    • SS_RMCM

    • SS_TEL

    Figure 3 – MIVR Trace Configuration

    debug_calls_in_Q_03.gif

  4. Increase the number of trace files to 100 (see arrow A in Figure 3).

  5. Set the TRACELEVEL.MIVR.ICD_RTDM.XDEBUGGING parameter to true in the system.properties file, which resides in the C:\Program Files\wfavvid folder:

    TRACELEVEL.MIVR.ICD_RTDM.XDEBUGGING=true

    The system generates and stores the MIVR log. The name of the log file is CiscoMIVRxxx.log, where xxx represents the sequence number. The log file resides in C:\program files\wfavvid\log for IPCC Express 3.x.

    Note: Restart the CRA Engine so that the MIVR traces reflect the changes in the number of files and file sizes.

IPCC Express 4.x

Complete these steps in order to turn on the MIVR trace for IPCC Express 4.x:

  1. Open AppAdmin.

  2. Select System > Trace Configuration > CRS Engine > Miscellaneous.

  3. Click Expand View.

    An XDebugging row appears for each process. ICD_RTDM appears under Miscellaneous (see arrow A in Figure 4).

    Figure 4 – Expand View of Processes in CRS Administration Page

    debug_calls_in_Q_10.gif

  4. Check the Debugging check box (see arrow B in Figure 4).

  5. Check the check box in column 1 under XDebugging (see arrow C in Figure 4).

    The system generates and stores the MIVR log. The name of the log file is CiscoMIVRxxx.log, where xxx represents the sequence number. The log file resides in C:\program files\wfavvid\log\MIVR for IPCC Express 4.x

    Note: Restart the CRA Engine so that the MIVR traces reflect the changes in the number of files and file sizes.

Turn On the JTAPI Trace

Complete these steps in order to turn on the JTAPI trace:

  1. Click Start > Programs > Cisco JTAPI > JTAPI Preference.

    The Jtapi Preferences screen appears (see Figure 5).

  2. Click the Log Destination tab.

    Figure 5 – JTAPI Preferences: Log Destination Tab

    debug_calls_in_Q_04.gif

  3. Check the Use Rotating Log Files check box.

  4. Increase the maximum number of log files to 100 in the Log File Settings section.

  5. Click the Trace Levels tab (see Figure 6).

  6. Check the Debug check box in the Trace Levels section.

    Figure 6 – JTAPI Preferences: Trace Levels

    debug_calls_in_Q_05.gif

  7. Check these check boxes in the Debug Levels section:

    • JTAPI_DEBUGGING

    • JTAPIIMPL_DEBUGGING

    • CTI_DEBUGGING

    • CTIIMPL_DEBUGGING

    • PROTOCOL_DEBUGGING

    The system generates and stores the JTAPI log in the C:\Program Files\wfavvid\log folder. The name of the log file is CiscoJTAPIxx.log, where xx represents the sequence number.

    Note: Restart the CRA Engine for the changes in the number of files and file sizes to be reflected in the JTAPI traces.

Set the CCM Trace on CallManager

Complete these steps to set the CCM trace on CallManager:

  1. Select Application > Cisco Callmanger Serviceability from the CallManager Administration menu bar.

    The Cisco CallManager Serviceability web page appears.

  2. Select Trace > Configuration.

    The Trace Configuration web page appears.

  3. Select CallManager (publisher) in the Servers section.

    The Configured Services list appears:

    Figure 7 – CallManager Serviceability: Configured Services

    debug_calls_in_Q_06.gif

  4. Click Cisco Callmanager in the Configured Services box.

    The Trace Configuration screen for Cisco CallManager appears (see Figure 8).

  5. Check the Trace ON check box (see arrow A in Figure 8).

  6. Select Detailed from the Debug Trace Level list (see arrow B in Figure 8).

    Figure 8 – CallManager Serviceability - Two

    debug_calls_in_Q_07.gif

Set the CTI Trace on CallManager

Refer to the Set Up Traces for Cisco CallManager section of the Set Up Cisco CallManager Traces for Cisco Technical Support document for information on how to set up the CTI Trace on CallManager.

Related Information

Updated: Jan 12, 2006
Document ID: 64055