Cisco Unified Serviceability provides web-based tools to assist in
Cisco Unified Communications Manager problems. Use the
Cisco Unified Serviceability Trace Configuration, Alarm Configuration, and
Real Time Monitoring Tool to help troubleshoot problems with QRT. See the
Cisco Unified Serviceability Administration Guide for more information.
The Trace and Alarm tools work together. You can configure
trace and alarm settings for Cisco CallManager services and direct alarms to
local Syslogs or system diagnostic interface (SDI) log files. (SDI log files
are viewable in text format only.)
You can set up traces for Cisco CallManager services on debug
levels, specific trace fields, and
Cisco Unified Communications Manager devices such as phones or gateways. You can
also perform a trace on the alarms that are sent to the SDI trace log files.
Use the trace collection feature to collect trace files and to
analyze trace data for troubleshooting problems. (The trace collection feature
includes the QRT Viewer.)
The trace collection feature provides three main functions:
Configure trace parameters
Collect trace files
Analyze trace data for troubleshooting problems
Enabling Trace decreases system performance; therefore, enable Trace
only for troubleshooting purposes. For assistance in using Trace, contact Cisco
The following examples provide some common problems and
recommended actions when troubleshooting scenarios for QRT:
The QRT softkey is not available.
Ensure that you have created, configured, and assigned the softkey
template to enable the QRT feature.
The QRT softkey is not working.
Ensure that the Cisco Extended Functions service, the Cisco CallManager
service, the Cisco CTIManager service, and the Cisco RIS Data Collector service
The QRT report does not include data.
The system collects data from various sources, such as the user, source
IP phone, destination IP phone, RIS Data Collector,
Cisco Unified Communications Manager, and
Cisco Unified Communications Manager databases. Check to make sure that the
destination device is a supported IP phone and not a gateway or other
unsupported device; otherwise, the system does not collect data from the
For more information about
Cisco Unified Serviceability tools, see the
Cisco Unified Serviceability Administration Guide.
For information about troubleshooting
Cisco Unified Communications Manager, see the
Troubleshooting Guide for
Cisco Unified Communications Manager.