Troubleshooting Guide for Cisco Unity Connection Release 9.x
Diagnostic Traces in Cisco Unity Connection 9.x
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Diagnostic Traces in Cisco Unity Connection 9.x

Table Of Contents

Diagnostic Traces in Cisco Unity Connection 9.x

Traces in Cisco Unity Connection Serviceability in Cisco Unity Connection 9.x

Cisco Unity Connection Serviceability Micro Traces for Selected Problems

Cisco Unity Connection Serviceability Macro Traces for Selected Problems

Using Cisco Unity Connection Serviceability Traces to Troubleshoot Problems

Traces in Cisco Unified Serviceability in Cisco Unity Connection 9.x

Cisco Unified Serviceability Traces for Selected Problems

Using Cisco Unified Serviceability Traces to Troubleshoot Problems


Diagnostic Traces in Cisco Unity Connection 9.x


Diagnostic traces can be used as a tool to assist you in troubleshooting problems. In Cisco Unity Connection Serviceability, you enable traces to troubleshoot Cisco Unity Connection components. In Cisco Unified Serviceability, you enable traces to troubleshoot services that are supported in Cisco Unified Serviceability. After the traces are enabled, you can access the trace log files by using Real-Time Monitoring Tool (RTMT) or the command line interface (CLI).

See the following sections:

Traces in Cisco Unity Connection Serviceability in Cisco Unity Connection 9.x

Traces in Cisco Unified Serviceability in Cisco Unity Connection 9.x

Traces in Cisco Unity Connection Serviceability in Cisco Unity Connection 9.x

Cisco Unity Connection Serviceability provides both micro traces and macro traces that you can enable individually or in any combination.

Cisco Unity Connection Serviceability micro traces

Used to troubleshoot problems with specific Cisco Unity Connection components.

Cisco Unity Connection Serviceability macro traces

Used to troubleshoot general areas of Cisco Unity Connection functionality.


After the traces are enabled, you can access the trace log files by using the Real-Time Monitoring Tool (RTMT) or the command line interface (CLI).

See the following sections:

Cisco Unity Connection Serviceability Micro Traces for Selected Problems

Cisco Unity Connection Serviceability Macro Traces for Selected Problems

Using Cisco Unity Connection Serviceability Traces to Troubleshoot Problems

Cisco Unity Connection Serviceability Micro Traces for Selected Problems

You can use Cisco Unity Connection Serviceability micro traces to troubleshoot problems with specific Cisco Unity Connection components. After the traces are enabled, you can access the trace log files by using the Real-Time Monitoring Tool (RTMT) or the command line interface (CLI).

Table 2-1 lists the information for Cisco Unity Connection Serviceability micro traces that you need for troubleshooting selected problems and for viewing the trace logs. (For instructions on using Cisco Unity Connection Serviceability micro traces, see the "Using Traces" chapter of the Administration Guide for Cisco Unity Connection Serviceability Release 9.x, available at http://www.cisco.com/en/US/docs/voice_ip_comm/connection/9x/serv_administration/guide/9xcucservagx.html.)


Note Enabling Cisco Unity Connection Serviceability micro traces decreases system performance. Enable traces only for troubleshooting purposes.


Table 2-1 Cisco Unity Connection Serviceability Micro Traces for Selected Problems 

Problem Area
Traces to Set
RTMT Service to Select
Trace Log Filename

Audio Issues

Playing an attachment via the TUI

CML (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Notifier

diag_CuNotifier_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

ConvSub (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Calendar Integration Issues

Calendar integration

CCL (levels 10, 11, 12, 13)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

CsWebDav (levels 10, 11, 12, 13)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

Calendar integration (event notifications)

CsWebDav (levels 10 through 13)

Connection IMAP Server

diag_CuImapSvr_*.uc

Call Issues

Routing rules

Arbiter (levels 14, 15, 16)

Connection Conversation Manager

diag_CuCsMgr_*.uc

RoutingRules (level 11)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Client Issues

Cisco Unified Personal Communicator client (IMAP-related issues)

(see also "Cisco Unified Personal Communicator client (IMAP-related issues)" in Table 2-2)

CML (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Notifier

diag_CuNotifier_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

CsMalUmss (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

CuImapSvr (all levels)

Connection IMAP Server

diag_CuImapSvr_*.uc

MTA (all levels)

Connection Message Transfer Agent

diag_MTA_*.uc

ViewMail for Outlook (sending and receiving messages)

(see also "ViewMail for Outlook (sending and receiving messages)" in Table 2-2)

CML (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Notifier

diag_CuNotifier_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

CsMalUmss (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

CuImapSvr (all levels)

Connection IMAP Server

diag_CuImapSvr_*.uc

MTA (all levels)

Connection Message Transfer Agent

diag_MTA_*.uc

SMTP (all levels)

Connection SMTP Server

diag_SMTP_*.uc

Connection Cluster Issues

Connection clusters (except file replication)

SRM (all levels)

Connection Server Role Manager

diag_CuSrm_*.uc

Connection cluster file replication

CuFileSync (all levels)

Connection File Syncer

diag_CuFileSync_*.uc

External Message Store Issues

Accessing emails in an external message store

CML (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

Fax Issues

File rendering

MTA (all levels)

Connection Message Transfer Agent

diag_MTA_*.uc

SMTP messages are not sent

MTA (all levels)

Connection Message Transfer Agent

diag_MTA_*.uc

SMTP server mishandles faxes

SMTP (all levels)

Connection SMTP Server

diag_SMTP_*.uc

LDAP Issues

 

LDAP synchronization

(see also "LDAP synchronization" in Table 2-3)

CuCmDbEventListener

Connection CM Database Event Listener

diag_CuCmDbEventListener_*.uc

Message Issues

Dispatch messages

(see also "Dispatch messages" in Table 2-2)

MTA (all levels)

Connection Message Transfer Agent

diag_MTA_*.uc

IMAP messages

(see also "IMAP messages"in Table 2-2)

CML (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Notifier

diag_CuNotifier_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

CsMalUmss (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

CuImapSvr (all levels)

Connection IMAP Server

diag_CuImapSvr_*.uc

MTA (all levels)

Connection Message Transfer Agent

diag_MTA_*.uc

SMTP (all levels)

Connection SMTP Server

diag_SMTP_*.uc

Message delivery and retrieval

(see also "Message delivery and retrieval" in Table 2-2)

CML (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Notifier

diag_CuNotifier_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

CsMalUmss (levels 10, 14, 18, 22, 23, 26)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

MTA (all levels)

Connection Message Transfer Agent

diag_MTA_*.uc

Notifier (all levels except 6 and 7)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Notifier

diag_CuNotifier_*.uc

SMTP (all levels)

Connection SMTP Server

diag_SMTP_*.uc

UmssSysAgentTasks (all levels)

Connection System Agent

diag_CuSysAgent_*.uc

NDRs

(see also "NDRs" in Table 2-2)

CML (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Notifier

diag_CuNotifier_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

CuCsMgr (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Notifications not sent

(see also "Notifications not sent" in Table 2-2)

CuCsMgr (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Notifier (all levels except 6 and 7)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Notifier

diag_CuNotifier_*.uc

SMTP (all levels)

Connection SMTP Server

diag_SMTP_*.uc

Secure message aging

UmssSysAgentTasks (all levels)

Connection System Agent

diag_CuSysAgent_*.uc

SMS notifications

Notifier (all levels except 6 and 7)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Notifier

diag_CuNotifier_*.uc

Networking Issues

Intrasite Networking replication

(see also "Intrasite Networking replication" in Table 2-2)

CuReplicator

Connection Digital Networking Replication Agent

diag_CuReplicator_*.uc

Intersite Networking replication

Feeder (levels 00, 01, 02, 03)

Connection Tomcat Application

diag_Tomcat_*.uc

FeedReader (levels 00, 01, 02, 03, 10, 14)

Connection System Agent

diag_CuSysAgent_*.uc

VPIM message delivery

(see also "VPIM message delivery" in Table 2-2)

MTA (all levels)

Connection Message Transfer Agent

diag_MTA_*.uc

SMTP (all levels)

Connection SMTP Server

diag_SMTP_*.uc

Personal Call Transfer Rule Issues

Accessing calendar information

CCL (levels 10, 11, 12, 13)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

CsWebDav (levels 10, 11, 12, 13)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

Configuring personal call transfer rule settings by phone

ConvSub (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Rule processing during calls to a rules-enabled user

ConvRoutingRules (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

RulesEngine (all levels)

Connection Tomcat Application

diag_Tomcat_*.uc

Connection Conversation Manager

diag_CuCsMgr_*.uc

Rules-related conversations

CDE (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Phone View Issues

Phone View

PhoneManager (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Report Issues

Data collection in reports

ReportDataHarvester (all levels)

Connection Report Data Harvester

diag_CuReportDataHarvester_*.uc

Display of reports

CuService (all levels)

Connection Tomcat Application

diag_Tomcat_*.uc

RSS Feed Issues

Access to RSS feeds of voice messages

RSS (all levels)

Connection Tomcat Application

diag_Tomcat_*.uc

SNMP Issues

SNMP

CuSnmpAgt (all levels)

Connection SNMP Agent

diag_CuSnmpAgt_*.uc

SpeechView Transcription Issues

SpeechView transcriptions

SttClient (all levels)

Connection Message Transfer Agent

diag_MTA_*.uc

SttService (all levels)

Connection SpeechView Processor

diag_SttService_*.uc

SMTP (all levels)

Connection SMTP Server

diag_SMTP_*.uc

MTA (level 10, 11, 12, 13)

Connection Message Transfer Agent

diag_MTA_*.uc

SysAgent (level 10, 11, 12, 16)

Connection System Agent

diag_CuSysAgent_*.uc

Sending transcriptions to notification devices

Notifier (level 16, 21, 25, 30)

Connection Notifier

diag_CuNotifier_*.uc

Test Button (External Service and External Service Account) Issues

Test button (external service diagnostic tool)

CuESD (all levels)

Connection Tomcat Application

diag_Tomcat_*.uc

Web Inbox Issues

Interactions with Representational State Transfer (REST) API

VMREST (all levels)

Connection Tomcat Application

diag_Tomcat_*.uc


Cisco Unity Connection Serviceability Macro Traces for Selected Problems

Cisco Unity Connection Serviceability macro traces enable a preselected set of Cisco Unity Connection Serviceability micro traces with which you can troubleshoot general areas of Cisco Unity Connection functionality.

Table 2-2 lists the information for Cisco Unity Connection Serviceability macro traces that you need for troubleshooting selected problems and for viewing the trace logs. (For instructions on using Cisco Unity Connection Serviceability macro traces, see the "Using Traces" chapter of the Administration Guide for Cisco Unity Connection Serviceability Release 9.x, available at http://www.cisco.com/en/US/docs/voice_ip_comm/connection/9x/serv_administration/guide/9xcucservagx.html.)


Note Enabling Cisco Unity Connection Serviceability macro traces decreases system performance. Enable traces only for troubleshooting purposes.


Table 2-2 Cisco Unity Connection Serviceability Macro Traces for Selected Problems 

Problem Area
Traces to Set
RTMT Service to Select
Trace Log Filename

Audio Issues

Audio quality

Media (Wave) Traces

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Mixer

diag_CuMixer_*.uc

Call Issues

Call control

Call Control (Miu) Traces (expand the macro trace to select SIP or SCCP)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Call flow

Call Flow Diagnostics

Connection Conversation Manager

diag_CuCsMgr_*.uc

ViewMail for Outlook (recording or playback by phone)

Call Control (Miu) Traces (expand the macro trace to select SIP or SCCP)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Client Issues

Cisco Unified Personal Communicator client (IMAP-related issues)

(see also "Cisco Unified Personal Communicator client (IMAP-related issues)" in Table 2-1)

Call Flow Diagnostics

Connection Conversation Manager

diag_CuCsMgr_*.uc

ViewMail for Outlook (sending and receiving messages)

(see also "ViewMail for Outlook (sending and receiving messages)" in Table 2-1)

Call Flow Diagnostics

Connection Conversation Manager

diag_CuCsMgr_*.uc

ViewMail for Outlook

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection IMAP Server

diag_CuImapSvr_*.uc

Connection Message Transfer Agent

diag_MTA_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

Connection REST Service

diag_Tomcat_*.uc

Connection Mailbox Sync

diag_CuMbxSync_*.uc

Cisco Unity Connection Serviceability Issues

Cisco Unity Connection Serviceability

Connection Serviceability Web Service

Connection Tomcat Application

diag_Tomcat_*.uc

Conversation Issues

Conversations

Conversation Traces

Connection Conversation Manager

diag_CuCsMgr_*.uc

Message Issues

Dispatch messages

(see also "Dispatch messages" in Table 2-1)

Call Flow Diagnostics

Connection Conversation Manager

diag_CuCsMgr_*.uc

IMAP messages

(see also "IMAP messages" in Table 2-1)

Call Flow Diagnostics

Connection Conversation Manager

diag_CuCsMgr_*.uc

Message delivery and retrieval

(see also "Message delivery and retrieval" in Table 2-1)

Message Tracking Traces

Connection Message Transfer Agent

diag_MTA_*.uc

Connection System Agent

diag_CuSysAgent_*.uc

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

Connection IMAP Server

diag_CuImapSvr_*.uc

NDRs

(see also "NDRs" in Table 2-1)

Call Flow Diagnostics

Connection Conversation Manager

diag_CuCsMgr_*.uc

Notifications not sent

(see also "Notifications not sent" in Table 2-1)

Traces for Other Notification Problems (expand the macro trace to select SIP or SCCP)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Notifier

diag_CuNotifier_*.uc

Single inbox message synchronization

Single Inbox Traces

Connection Mailbox Sync

diag_CuMbxSync_*.uc

MWI Issues

MWIs

Traces for MWI problems (expand the macro trace to select SIP or SCCP)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Notifier

diag_CuNotifier_*.uc

Networking Issues

Intrasite Networking replication

(see also "Intrasite Networking replication" in Table 2-1)

Digital Networking

Connection Digital Networking Replication Agent

diag_CuReplicator_*.uc

VPIM message delivery

(see also "VPIM message delivery" in Table 2-1)

Call Flow Diagnostics

Connection Conversation Manager

diag_CuCsMgr_*.uc

Startup Issues

Connection startup fails

Unity Startup

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Notifier

diag_CuNotifier_*.uc

Text to Speech Issues

Text to Speech

Call Control (Miu) Traces (expand the macro trace to select SIP or SCCP)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Media (Wave) Traces

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Mixer

diag_CuMixer_*.uc

Text to Speech (TTS) Traces

Connection Conversation Manager

diag_CuCsMgr_*.uc


Using Cisco Unity Connection Serviceability Traces to Troubleshoot Problems

When you use Cisco Unity Connection Serviceability micro traces or macro traces to troubleshoot problems in Cisco Unity Connection, you must first enable the applicable traces in Cisco Unity Connection Serviceability. Then you can use the Real-Time Monitoring Tool (RTMT) or the command line interface (CLI) to collect and view the logs that are generated by the traces.

Do the applicable procedure:

To Enable Cisco Unity Connection Serviceability Micro Traces and View Trace Logs

To Enable Cisco Unity Connection Serviceability Macro Traces and View Trace Logs

To Enable Cisco Unity Connection Serviceability Micro Traces and View Trace Logs


Step 1 In Cisco Unity Connection Serviceability, on the Trace menu, select Micro Traces.

Step 2 On the Micro Traces page, in the Server field, select the name of the Connection server and select Go.

Step 3 In the Micro Trace field, select the micro trace that you want to set and select Go.

Step 4 Under Micro Traces, check the check boxes for the micro-trace levels that you want to set and select Save.

Step 5 Reproduce the problem.

Step 6 To collect the trace log files, launch the Real-Time Monitoring Tool (RTMT). For detailed instructions, see the "Working with Trace and Log Central" chapter of the applicable Cisco Unified Real-Time Monitoring Tool Administration Guide, available at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.

You can access the trace log files by using the command line interface (CLI). For information, see the applicable Command Line Interface Reference Guide for Cisco Unified Solutions at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.

Step 7 In RTMT, on the System menu, select Tools > Trace > Trace & Log Central.

Step 8 In the Trace & Log Central tree hierarchy, double-click Collect Files.

Step 9 In the Select CUC Services/Application tab, check the check boxes for the applicable services and select Next.

Step 10 In the Select System Services/Applications tab, select Next.

Step 11 In the Collection Time group box, specify the time range for which you want to collect traces.

Step 12 In the Download File option group box, specify the options you want for downloading traces.

Step 13 Select Finish.

Step 14 To view the trace files that you collected, you can use the Local Browse option of the trace collection feature.

Step 15 In Cisco Unity Connection Serviceability, disable the traces that you enabled in Step 3 and Step 4, then select Save.


To Enable Cisco Unity Connection Serviceability Macro Traces and View Trace Logs


Step 1 In Cisco Unity Connection Serviceability, on the Trace menu, select Macro Traces.

Step 2 On the Macro Traces page, in the Server field, select the name of the Connection server and select Go.

Step 3 Check the check box of the macro trace that you want to enable.

Step 4 Expand the macro trace, and check the check box for the levels that you want to enable.

Step 5 Select Save.

Step 6 Reproduce the problem.

Step 7 To collect the trace log files, launch the Real-Time Monitoring Tool (RTMT). For detailed instructions, see the "Working with Trace and Log Central" chapter of the applicable Cisco Unified Real-Time Monitoring Tool Administration Guide, available at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.

You can access the trace log files by using the command line interface (CLI). For information, see the applicable Command Line Interface Reference Guide for Cisco Unified Solutions at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.

Step 8 In RTMT, on the System menu, select Tools > Trace > Trace & Log Central.

Step 9 In the Trace & Log Central tree hierarchy, double-click Collect Files.

Step 10 In the Select CUC Services/Application tab, check the check boxes for the applicable services and select Next.

Step 11 In the Select System Services/Applications tab, select Next.

Step 12 In the Collection Time group box, specify the time range for which you want to collect traces.

Step 13 In the Download File option group box, specify the options you want for downloading traces.

Step 14 Select Finish.

Step 15 To view the trace files that you collected, you can use the Local Browse option of the trace collection feature.

Step 16 In Cisco Unity Connection Serviceability, disable the traces that you enabled in Step 3 through Step 5, then select Save.


For additional information on using Cisco Unity Connection Serviceability micro traces and macro traces, see the "Using Traces" chapter of the Administration Guide for Cisco Unity Connection Serviceability Release 9.x, available at http://www.cisco.com/en/US/docs/voice_ip_comm/connection/9x/serv_administration/guide/9xcucservagx.html.

For information on RTMT, see the applicable Cisco Unified Real-Time Monitoring Tool Administration Guide at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.

For information on the CLI, see the applicable Command Line Interface Reference Guide for Cisco Unified Solutions at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.

Traces in Cisco Unified Serviceability in Cisco Unity Connection 9.x

See the following sections:

Cisco Unified Serviceability Traces for Selected Problems

Using Cisco Unified Serviceability Traces to Troubleshoot Problems

Cisco Unified Serviceability Traces for Selected Problems

You can use Cisco Unified Serviceability traces to troubleshoot certain problems. After the traces are enabled, you can access the trace log files by using the Real-Time Monitoring Tool (RTMT) or the command line interface (CLI).

Table 2-3 lists the information for Cisco Unified Serviceability traces that you need for troubleshooting selected problems and for viewing the trace logs. (For detailed information on using Cisco Unified Serviceability traces, see the "Trace" chapter of the applicable Cisco Unified Serviceability Administration Guide at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.)


Note Enabling Cisco Unified Serviceability traces decreases system performance. Enable traces only for troubleshooting purposes.


Table 2-3 Cisco Unified Serviceability Traces for Selected Problems 

Problem Area
Traces to Set
RTMT Service to Select

Backing up and restoring

Cisco DRF Local
Cisco DRF Master

Cisco DRF Local
Cisco DRF Master

LDAP synchronization

Cisco DirSync

Cisco DirSync

Web application sign-in

Cisco CCMRealm Web Service

Cisco CallManager Realm


Using Cisco Unified Serviceability Traces to Troubleshoot Problems

When you use Cisco Unified Serviceability traces to troubleshoot problems in Cisco Unity Connection, you must first enable the applicable traces in Cisco Unified Serviceability. Then you can use the Real-Time Monitoring Tool (RTMT) or the command line interface (CLI) to collect and view the logs that are generated by the traces.

Do the following procedure.

To Enable Cisco Unified Serviceability Traces and View Trace Logs


Step 1 In Cisco Unified Serviceability, on the Trace menu, select Troubleshooting Trace Settings.

Step 2 On the Troubleshooting Trace Settings page, under Directory Services, check the check box for the trace that you want to enable and select Save.

Step 3 Reproduce the problem.

Step 4 To collect the trace log files, launch the Real-Time Monitoring Tool (RTMT). For detailed instructions, see the "Working with Trace and Log Central" chapter of the applicable Cisco Unified Real-Time Monitoring Tool Administration Guide, available at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.

You can access the trace log files by using the command line interface (CLI). For information, see the applicable Command Line Interface Reference Guide for Cisco Unified Communications Solutions at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.

Step 5 In RTMT, on the System menu, select Tools > Trace > Trace & Log Central.

Step 6 In the Trace & Log Central tree hierarchy, double-click Collect Files.

Step 7 In the Select CUC Services/Application tab, select Next.

Step 8 In the Select System Services/Applications tab, check the check boxes for the applicable service and select Next.

Step 9 In the Collection Time group box, specify the time range for which you want to collect traces.

Step 10 In the Download File option group box, specify the options you want for downloading traces.

Step 11 Select Finish.

Step 12 To view the trace files that you collected, you can use the Local Browse option of the trace collection feature.

Step 13 In Cisco Unity Connection Serviceability, disable the traces that you enabled in Step 2, and select Save.


For additional information on Cisco Unified Serviceability traces, see the "Trace" chapter of the applicable Cisco Unified Serviceability Administration Guide at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.

For information on RTMT, see the applicable Cisco Unified Real-Time Monitoring Tool Administration Guide at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.

For information on the CLI, see the applicable Command Line Interface Reference Guide for Cisco Unified Solutions at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.