This document describes how to configure and capture traces from the
Cisco CallManager server for Cisco Technical Support. When you call Cisco
Technical Support, you can be asked by the Technical Support engineer to
capture these traces in order to troubleshoot the problem.
There are no specific requirements for this document.
The information in this document is based on this software
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.
Note: These procedures apply to CallManager Versions 3.x, 4.x, and
For more information on document conventions, refer to the
Technical Tips Conventions.
In order to set up traces for Cisco CallManager 3.x and 4.x, follow
Select Application > Cisco CallManager
Select Trace >
Click the CallManager Name or IP Address you wish to configure
Click Cisco CallManager.
Set up the Trace Values and Parameters as shown in step 7.
Note: If they are all blank when you first visit the page, click
SetDefault in order to populate most of the fields
automatically. Then make the changes as needed.
Note: Do not enable XML Formatted Output.
Select the trace level through the drop-down list as shown in step
7. Set it to Detailed.
You can filter traces per device, which can be very useful in order
to obtain clean traces.
Note: Only configure this if requested by Cisco Technical
Click Update in order to save these
Cisco CallManager traces are usually necessary and can be enough.
However, you probably need to collect other service traces. These values can be
configured for each service that you wish to produce debugs for. These services
are shown here.
In order to configure traces for a specific service, select it from
the given list.
The traces are stored in the location specified in the CallManager
Trace Location folder:
CallManager 5.x/6.x/7.x uses the Cisco CallManager Serviceability page
to enable traces and the Real Time Monitoring Tool (RTMT) to retrieve the
traces from the server.
On a computer that has IP connectivity to the CallManager server,
go to the address http://<ip address>:8443/ccmservice/ or choose
"CallManager Serviceability" from the pull-down menu on the Administration page
as shown. You need to log on with the CCMAdministrator username and password.
Once you are on the Serviceability page, choose Trace >
Configuration from the top menu.
On the Trace Configuration page that loads, choose the server and
the service for which you want to enable traces. In this example, we chose the
Cisco CallManager Service on the server
CCM5-PUB. When the options for the chosen service appear,
click the check box Trace On. Ensure that you enable the
Detailed trace level because this provides the maximum amount
of data to the TAC. When the options are set properly, scroll to the bottom of
the screen and click the Save button.
For CallManager 6.x/7.x, there is an additional
option called Service Group. Choose the CM
services from the Service Group drop-down list and select the
CallManager which is needed for trace
(optional) Cisco TAC can request that SDL traces be gathered as
well for the CallManager, CTIManager, or other services. Follow these steps to
enable SDL traces for the Cisco CallManager service.
From the Cisco CallManager Traces page shown here (also known as
CallManager SDI Traces), choose SDL
Configurationfrom the Related Links pull-down menu and click
Follow the same procedure used for CallManager traces to enable
SDL traces as shown:
Perform the action that reproduces the problem you that you have.
The detailed troubleshooting information is logged on the CallManager
Now that you have recreated the problem with traces enabled, you
need to gather the trace files off the CallManager server. Since Cisco
CallManager 5.x/6.x/7.x runs on a Linux operating system, the procedure used
for CallManager 3.x and 4.x does not apply. The RTMT must be used to gather the
traces files. In order to install the RTMT, follow these
From the CallManager Administration page, choose
Application > Plugins from the top menu.
A search window appears. Click Find with the
search field empty to show all possible plugins. Find the RTMT from the list
for your specific operating system and click the Download link
on the right to save the file to your local computer.
When the download finishes, run the installer and step through
the on screen instructions.
When the installation has completed, run the RTMT application.
Specify the CallManager server from which you collect traces, as well as the
CCMAdministrator username and password as shown:
Choose CM-Default from the list:
Choose Tools > Trace & Log
Double-click Collect Files.Choose the services and
servers from which you want to gather trace files and then click
A window pops up that requests the time and date range from which
to collect the traces. Try to be as specific as you can here and use either
absolute or relative time ranges as shown. The tool also allows you to specify
the location on your local computer to which to store the files. You can change
the location if you click the Browse button. When you send
files to TAC, it is also generally a good idea to choose the Zip Files option
to reduce the number of files that needs to be sent. After you set the options,
RTMT then saves the files to your local computer. The status is
shown in the main window:
Take note of the place where the files are logged. Cisco CallManager
3.x and 4.x, by default, stores trace files in the C:\Program
Files\Cisco\Trace\CCM\ directory, but these files can be specified to be stored
elsewhere in the trace configuration. Other services log their traces in their
respective directories. As mentioned earlier, in Versions 5.x/6.x/7.x, they are
stored in the location that the RTMT specifies.
Browse in the Windows Explorer to the trace directory in order to
collect the correct trace files. Then choose View > Details
from the menu bar in order to view dates and times. Make the window large
enough to see these values.
Note: If you reproduce a problem, make sure to select the file for the
timeframe when you reproduced it. Look at the modification date and the
timestamps in the file. The best way to collect the right traces is to
reproduce a problem, quickly locate the most recent file, and copy it from
Files are overwritten after some period of time. In order to find the
current file that is logged, click View > Refresh on the
menu bar and look at the dates and times on the files. You can view and
configure the location, size, and lifespan of the trace files, as shown in the
Traces can be CPU intensive for the Cisco CallManager server. It is a
good practice to turn off traces after you have collected them. Follow the same
procedure used to enable the traces, but uncheck the "Trace On" settings and
Know where your devices are registered.
Each Cisco CallManager log traces files locally. If a phone or
gateway is registered to a particular CallManager, then the call is processed
on that CallManager if the call is initiated there. You must capture traces on
that Cisco CallManager in order to debug a problem. A common mistake is to have
devices register on a Subscriber, but capture traces on the Publisher. These
trace files are nearly empty (and most definitely do not have the call in
them). Another common problem is to have Device 1 registered to Cisco
CallManager 1 and Device 2 registered to Cisco CallManager 2. If Device1 calls
Device 2, the call trace is in Cisco CallManager 1; if Device 2 calls Device1,
the trace is in Cisco CallManager 2. If you troubleshoot a two-way calling
issue, you need both traces from both Cisco CallManagers in order to get the
Include DNs (phone numbers) or IP addresses (if gateways) for
all devices involved in the problem.
This enables the Technical Support engineer to quickly locate the
phones and other devices involved in the problem calls.
Know the approximate time of the problem in the
Multiple calls are probably made, so it helps to know the approximate
time of the call that Cisco Technical Support needs to focus