Cisco Unified Contact Center Express Historical Reports User Guide Release 9.0(2)
Log Files
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Log Files

The Cisco Unified CCX Historical Reports system uses log files to record information about its activities. You can refer to the appropriate log file to help determine the cause of and solution for an error that occurs when

  • You are generating, viewing, printing, or exporting a report
  • The Scheduler is running a scheduled report

The following sections include these topics:

Log Files Overview

Some Unified CCX Historical Reports system log files reside on the client system, and some log files reside on the Unified CCX server. Some log files can be generated on a standby server, if deployed. The following table shows general information about the log files.

Log File

Contents

System Location

Reference

Historical Reports Client Log Files

Information related to generating, viewing, printing, and exporting reports

Client system

See the Historical Reports Client Log Files

Scheduler Log Files

Information related to Scheduler activities

Client system

See the Scheduler Log Files

Servlets Log File

Information about users who log in or attempt to log in to the Unified CCX Historical Reports system

Unified CCX server

See the Servlet Log File

Client System Log Files

The Unified CCX Historical Reports client maintains a series of Historical Reports Client log files and two Scheduler log files. These log files reside on the Unified CCX Historical Reports client system. The log files are

  • System-name@session-no_CiscoAppReportsN.log—Contains information related to generating, viewing, printing, and exporting reports
  • CiscoSch.log—Contains information related to activities of the Scheduler other than printing and exporting
  • CiscoSchPrintExport.log—Contains information about printing and exporting activities of the Scheduler

Historical Reports Client Log Files

The Historical Reports Client log files are named System-name@session-no_CiscoAppReportsN.log. These files are stored in the Unified CCX Historical Reports\logs directory. By default, the system installs in the Program Files directory.

If you are not running the Unified CCX Historical Reports client under a Terminal Services session, System-name is the name of the system on which the client is installed, and @session-no is not included. If you are running the Unified CCX Historical Reports client under a Terminal Services session, System-name is the name of the system from which you invoked Terminal Services, and @session-no is the session number assigned to the system under the Terminal Service session.

The system writes information related to generating, viewing, printing, and exporting reports to the current Historical Reports log file. When the system creates the first Historical Reports Client log file, the system replaces N in the file name with 0. When this file reaches the size specified in the hrcConfig.ini configuration file, the system creates a new Historical Reports Client log file. The system increases N in the new Historical Reports Client log file by 1. This process continues until the system creates as many log files as specified in the hrcConfig.ini configuration file. Then, the system begins overwriting the existing Historical Reports Client log files, starting with the oldest log file.

Scheduler Log Files

The Unified CCX Historical Reports Scheduler maintains two Scheduler log files:

  • CiscoSch.log—Maintains information related to all Scheduler activities except printing and exporting
  • CiscoSchPrintExport.log—Maintains information related to printing and exporting performed by the Scheduler

The Scheduler log files are stored in the Unified CCX Historical Reports\Scheduler directory, which is under the directory in which you installed the Unified CCX Historical Reports system. (By default, the system installs in the Program Files directory.)

Each Scheduler log file has a maximum size of 4 MB. When a Scheduler log file reaches this size, the system copies it to a backup file. The backup file has the same base name as the original file with the extension .bak. The system maintains one such backup file for each Scheduler log file. Each time a Scheduler log file reaches 4 MB, the system moves that information to the existing backup file, overwriting the information in the existing backup file.

Open Log Files on Client System

You open a Unified CCX Historical Reports log file on the client system on which the log file is stored.

You can open log files from the Unified CCX Historical Reports window or by using a text editor. You can also open Scheduler log files from the Scheduler.

When you open a log file from the Unified CCX Historical Reports window or from the Scheduler, log information appears in a Notepad window. You can use a text editor to move through the information, to print the file, or to save it under another name. To exit a Notepad window, click the Close button on the Notepad menu bar.

Procedure
    Step 1   Click Help > Application Logs.
    Step 2   Navigate to the directory containing the log file that you want to open, and double-click the file name that you want.

    The file opens in a Notepad window.

    Step 3   Right-click the Scheduler icon that appears in the status area of your Windows taskbar.

    The Scheduler pop-up menu opens.

    Step 4   Choose View CiscoSch.log or View CiscoPrintExport.log.

    The file you choose opens in a Notepad window.


    Log Files on Client System Interpretation

    Each log file on the Unified CCX client system contains a series of entries. The entries describe each activity that occurs where the system maintains the information. Each entry includes the date and time that the activity occurred, and a description of the activity. This information is arranged by occurrence, with the most recent activity shown at the end of the file. The system numbers each line of information sequentially. A new line numbered 1 is created each time the Unified CCX Historical Reports client starts.

    Level of detail in log files depends on values you specify in configuration files. The level of detail of the entries in the Historical Reports client log files depends on the LogLevel value specified in the hrcConfig.ini configuration file. The level of detail of the entries in the Scheduler log files depends on the LogLevel value specified in the sch.ini configuration file.

    The information contained in the log files helps you locate any problems. If the Unified CCX Historical Reports client experiences an error or a problem, open the appropriate log file and locate the entry that describes the activity that was taking place when the error occurred.

    Server Log File

    The main server log file related with Historical Reporting is Historical Reporting Servlet log file. The servlet log file resides on the Unified CCX server in the following directories:

    • \var\log\active\tomcat\logs
    • \var\log\active\uccx\logs

    The main log file is catalina.out. This file logs information from each servlet running on the Unified CCX server, including the histRepClientsServlet servlet. This servlet provides the following information for users who attempts to log in to the Unified CCX Historical Reports system:

    • IP address of the client computer from which the login was attempted
    • Date and time of the login attempt
    • Whether the login attempt was successful
    • Warning and error messages, if login to Historical reporting Client is failed

    There is no maximum size for the catalina.out file. When new information is generated, it is appended to the existing catalina.out file. To find information related to logging in to the Unified CCX Historical Reports system, open this file and search for histRepClientsServlet.