CTI OS Developer Guide for Cisco Unified Contact Center Enterprise Release 9.0(1)
CTI OS logging
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CTI OS logging

CTI OS logging

This appendix discusses a few issues related to CTI OS logging.

CTI OS client logs (COM and C++)

If you install the tracing mechanism, the COM and C++ CILs automatically create a log file and trace to it. The trace log file name and location for client processes is found under the following Windows registry key:

HKEY_LOCAL_MACHINE\Software\Cisco Systems, Inc.\CTI Desktop\CTIOS Tracing\<TraceFileName>

The default filename is CtiosClientLog. Log files are created using the convention <TraceFileName>.<Windows user name>.mmdd.hhmmss.log. The files are created in the current directory of the executing program, such as the directory into which you install the Agent Desktop. You can provide a fully qualified path for the TraceFileName if you wish to store the files in a different location. For example, setting the following value stores the log files in the directory C:\Temp, using the naming convention CtiosClientLog.<Windows user name>.mmdd.hhmmss.log.

C:\Temp\CtiosClientLog

Client trace files are formatted in ASCII text that you can open them with a conventional text editor such as Notepad.

Install tracing mechanism (COM and C++)

To install the tracing mechanism:

Procedure
    Step 1   Copy the tracing executable, ctiostracetext.exe, from the distribution media to the folder in which your application is located.
    Step 2   Open a command window and register the tracing mechanism:
    Step 3   ctiostracetext.exe /regserver

    Set trace levels (COM and C++)

    You must set the tracel level in the registry by creating a TraceMask registry value within the HKEY_LOCAL_MACHINE\Software\Cisco Systems, Inc.\CTIOS Tracing key and setting its value to 0x40000307.

    [HKEY_CURRENT_USER\Software\Cisco Systems, Inc.\CTIOS Tracing]"TraceMask"=dword:40000307

    Trace levels for client processes, such as the Agent Desktop phone, are stored under the following registry key:

    [HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS Tracing] "TraceFileName"="%HOMEPATH%\\CtiOsClientLog" "TraceMask"=dword:00000000 "MaxDaysBeforeExpire"=dword:00000007 "MaxFiles"=dword:00000005 "MaxFileSizeKb"=dword:00000800 "FlushIntervalSeconds"=dword:0000001e "TraceServer"="C:\\Program Files\\Cisco Systems\\CTIOS Client\\CTIOS Toolkit\\Win32 CIL\\Trace\\CTIOSTraceText.exe"

    For CTIOS server versions 7.5(10), 8.0(3) and later the default trace level will not print the call variable in CTIOS sever logs. This has been done as an enhancement to reduce the log size in these two versions and above. To get the call variable in CTIOS logs you need to set the trace level to 0x400000.


    Note


    You can configure CTI OS Tracing globally for the entire machine (using the TraceMask setting on HKLM) and per user (using the TraceMask setting on HKCU).



    Warning


    If the TraceMask is not set or if it is set incorrectly, the application's performance can be negatively affected. The preferred setting for normal operation is 0x40000307.


    Trace configuration (COM and C++)

    You can set C++ and COM client trace configuration parameters in the Windows registry at the following key. For more information about configuring tracing for the Java CIL, see Java CIL logging utilities. For more information about configuring tracing for the .NET CIL, see Logging and tracing (.NET).

    HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems\CTI Desktop\Ctios\Logging

    These settings are defined as follows:

    Table 1 Configuring Tracing Settings

    Parameter

    Description

    Recommended Value

    FlushIntervalSeconds

    Maximum number of seconds before the trace mechanism transfers data to the log file.

    30

    MaxDaysBeforeExpire

    Maximum number of days before a log file is rolled over into a new log file regardless of the size of the file.

    7

    MaxFiles

    Maximum number of log files that can exist in the log file directory before the logging mechanism starts overwriting old files.

    5

    MaxFileSizeKb

    Maximum size of a log file in kilobytes. When a log file reaches the maximum size, a new log file is created.

    2048

    TraceMask

    Bit mask that determines the categories of events that are traced.

    0x40000307

    Java CIL logging utilities

    The Java CIL provides a different logging facility than the C++ CIL. This gives the customer application more flexibility in how trace messages are handled. It also limits the number of special privileges the browser would need to give the applet using the CIL; the Java CIL only needs to access the network and not the file system. For that reason, the Java CIL does its tracing through the firing of special events called "LogEvents" that the custom application can trap and handle in however way it sees fit.

    The Java CIL provides the following objects for logging as part of the utilities package.

    ILogEvents

    This interface must be implemented by a class interested in receiving Java CIL LogEvents. It has only one method.

    void processLogEvent(LogEvent event)

    LogEvent

    A custom application that is interested in receiving LogEvents receives an object of this type whenever a log message is generated. This class extends the Java "EventObject", and has one public method.

    Method

    Description

    getDescription

    Returns the text description to write somewhere.

    Syntax

    String getDescription()

    Logger

    A custom application that is interested in firing or handling its own LogEvents can create an instance of this class.

    Method

    Description

    Logger

    Public constructor of the Logger object.

    Trace

    Lets the custom app fire a LogEvent.

    GetTraceMask

    Gets the trace mask.

    IsTraceMaskEnabled

    Determines if a certain trace mask is set.

    addLogListener

    Subscribes to receive LogEvents.

    removeLogListener

    Unsubscribes from receiving LogEvents.

    Syntax

    Logger()
       int Trace(long nMsgTraceMask, String message)
       long GetTraceMask()
       boolean IsTraceMaskEnabled(long nMsgTraceMask)
       void addLogListener(ILogEvents logEvents

    where logEvents implements the ILogEvents interface.

    void removeLogListener(ILogEvents logEvents)

    where logEvents implements the ILogEvents interface.

    LogEventsAdapter

    This is a wrapper class around the Logger facility. A custom application that is interested in tracing but does not want to implement its own ILogEvents interface can create an instance of this class. The adapter class provides two constructors, a default one that automatically logs to the Java console and one that takes in an output filename.

    Method

    Description

    LogEventsAdapter

    Public constructor.

    startLogging

    Starts receiving LogEvents.

    stopLogging

    Stops receiving LogEvents.

    processLogEvent

    Handles a LogEvent.

    finalize

    Does some cleanup.

    Syntax

    LogEventsAdapter()LogEventsAdapter(String fileName)
    void startLogging()
    void stopLogging()
    void processLogEvent(LogEvent e)
    void finalize()

    Logging and tracing (Java)

    The Java CIL tracing mechanism behaves differently from that of the COM and C++ CILs. The Java CIL does not automatically create a log file and trace to it. You must develop the custom application to create and maintain the log file.

    The Java CIL provides classes that allow you to write tracing messages from CTI applications. You can create a class that implements ILogListener, register it with the LogManager, and write the trace events to a log file.

    The Java CIL also includes the LogWrapper class, which implements the ILogListener interface and provides a default logging mechanism.

    The LogWrapper class has three constructors:

    • LogWrapper() - Creates a new LogWrapper object that writes tracing messages to System.out.
    • LogWrapper(string sFileName) - Creates a new LogWrapper object that writes trace messages to the file specified in sFileName.
    • LogWrapper(string sFileName, long iMaxSize, int iArchives, int iExpires, int iFlushIntervalMs) - Creates a new LogWrapper object that traces to the file specified in sFileName and sets all the tracing properties provided:
      • The maximum size of a single trace file (the default is 2048 Kb).
      • The maximum number of trace files before LoggerManager deletes the oldest file (the default is 4).

    If a developer deploys an application and then wants to debug it in the field, they need a way to change the trace mask from the default level if necessary to provide more information for debugging.


    Note


    You also need to provide a way to adjust the trace mask at runtime. If you encounter problems, Cisco personnel need to see this log file to assist you with your problem.


    For more information about the LogWrapper class and its associated methods, see the Java CIL Javadoc file.

    Logging and tracing (.NET)

    The .NET CIL tracing mechanism behaves differently from that of the COM and C++ CILs. The .NET CIL does not automatically create a log file and trace to it. You must develop the custom application to create and maintain the log file.

    The .NET CIL provides classes that allow you to write tracing messages from CTI applications. Custom applications can either create their own logging mechanism or use the default logging mechanism provided in the .NET CIL.

    Default logging mechanism

    You can use the .NET CIL LogWrapper class to implement logging to the system console or to a file. The LogWrapper class registers itself as an event listener and creates a log file.

    Log trace events with LogWrapper class

    To log trace events using the LogWrapper class:

    Procedure
      Step 1   Create an instance of the LogWrapper class, passing the following arguments:
      • logFileName - Name of file in which to write trace events.
      • fileMaxSize - The maximum size of the log file.
      • numberArchivesFiles - Maximum number of log files that can exist in the log file directory before the logging mechanism starts overwriting old files.
      • numberDaysBeforeFileExpired - Maximum number of days before a log file is rolled over into a new log file regardless of the size of the file.

      The following code snippet creates an instance of the LogWrapper class that writes trace events to MyLogFile.txt. When MyLogFile.txt reaches 2048 KB, a new log file is created. The Logger creates a maximum of 20 log files in the log file directory before overwriting existing files. After 10 days, the log file is rolled over into a new log file regardless of its size.

      // Create a LogWrapper. This will create a file and start // listening for log events to write to the file.
      String logFileName                 = "MyLogFile.txt";
      int    fileMaxSize                 = 2048;
      int    numberArchivesFiles         = 20;
      int    numberDaysBeforeFileExpired = 10;
      m_logWrapper = new LogWrapper(logFileName, fileMaxSize, numberArchivesFiles, numberDaysBeforeFileExpired);
      Step 2   In your application, write trace events. The following example traces a message at the given trace level for the given method. Set the trace level to the desired trace mask. Trace masks are defined in the Logger class. For more information about available trace mask values, see the following table.
      protected internal static void MyTrace (int traceLevel,
      string methodName,
      string msg)
      {
      if ( m_logger.IsTraceMaskEnabled(traceLevel) )
      {
      string tracsMsg = string.Format("{0}: {1}", methodName,
      msg) ;
      m_logger.Trace(traceLevel, msg) ;
      }
      }
      
      

      The CTI Toolkit Combo Desktop .NET sample application included with the CTI OS toolkit shows how to use the CIL's LogWrapper class in the context of a complex softphone application.

      The following table lists the trace masks available in the .NET CIL.

      Table 2 Trace Masks in .NET CIL

      TraceMask Bit

      Value

      Purpose

      TRACE_LEVEL_MAJOR

      0x000000ff

      Mask for major events.

      TRACE_LEVEL_EVENT_REQ

      0x0000ff00

      Mask for general events and requests.

      TRACE_LEVEL_METHOD

      0x00ff0000

      Mask for method entry and exit.

      TRACE_LEVEL_MEMORY

      0xff000000

      Mask for very low level operations.

      Individual Trace Mask

      Lowest Order Byte Mask: Events

      TRACE_MASK_ALWAYS

      0x00

      Always print.

      TRACE_MASK_CRITICAL

      0x01

      Critical error.

      TRACE_MASK_WARNING

      0x02

      Warning.

      TRACE_MASK_EVT_REQ_HIGH

      0x04

      High important events/requests.

      TRACE_MASK_EVT_REQ_HIGH_PARM

      0x08

      High important events/requests.

      TRACE_MASK_EVT_REQ_AVG

      0x10

      Average important events/requests.

      TRACE_MASK_EVT_REQ_AVG_PARM

      0x20

      Average important events/requests.

      TRACE_MASK_EVT_REQ_LOW

      0x40

      Low important events/requests.

      TRACE_MASK_EVT_REQ_LOW_PARM

      0x80

      Low important events/requests.

      Second Lowest Order Byte: Method Tracing

      TRACE_MASK_METHOD_HIGH

      0x0100

      High visibility method entry/exit trace.

      TRACE_MASK_METHOD_HIGH_LOGIC

      0x0200

      High visibility method logic trace.

      TRACE_MASK_METHOD_HIGH_LOGIC

      0x0400

      Internal visibility method entry/exit trace.

      TRACE_MASK_METHOD_AVG_LOGIC

      0x0800

      Internal visibility method logic trace.

      TRACE_MASK_METHOD_LOW

      0x1000

      Helper object visibility method entry/exit trace.

      TRACE_MASK_METHOD_LOW_LOGIC

      0x2000

      Helper object visibility method logic trace.

      TRACE_MASK_METHOD_MAP

      0x4000

      Map access.

      Highest Order Byte: Communications and Processing

      TRACE_MASK_ARGS_METHODS

      0x01000000

      Method entry/exit for Arguments objects.

      TRACE_MASK_ARGS_LOGIC

      0x02000000

      Logic trace for Arguments objects.

      TRACE_MASK_PACKETS_METHODS

      0x04000000

      Method entry/exit for packets objects.

      TRACE_MASK_PACKETS_LOGIC

      0x08000000

      Logic trace for packets objects.

      TRACE_MASK_SERIALIZE_DUMP

      0x10000000

      Memory dump of serialize buffer.

      TRACE_MASK_SOCKETS_DUMP

      0x20000000

      Memory dump of sockets buffer.

      TRACE_MASK_THREADING

      0x40000000

      Threading tracing on or off.

      TRACE_MASK_CONNECTION

      0x80000000

      Connection tracing on or off.


      Custom logging mechanism

      The LogManager class within the .NET CIL implements all CIL logging functions. This singleton class has only one instance of LogManager, which provides a global point of access. The LogManager object defines a LogEventHandler delegate that custom applications must implement:

      public delegate void LogEventHandler(object eventSender, LogEventArgs args);

      Log trace events with Logger class

      To log trace events from a custom application to a file, perform the following steps:

      Procedure
        Step 1   Create a Logger object. For example:
        m_log = new Logger();
        Step 2   Write a method to handle log events. This method can trace the log events to a file, if desired. For example:
        public virtual void ProcessLogEvent(Object eventSender, LogEventArgs Evt){
        // Output the trace
        String traceLine = Evt.Description;
        // Check that tracing is enabled for this tracelevel
        if ( m_logger.IsTraceMaskEnabled(traceLevel) )
        {
        WriteTraceLineToFile(traceLine);
        }
        } 
        Step 3   Create a log listener to handle trace events. In the following example, the AddLogListener method registers the LogEventHandler delegate as a listener for trace events. The LogManager sends trace events to the method that you pass to the LogEventHandler.

        In the following example, the LogManager sends trace events to the ProcessLogEvent method created in Step 2.

        m_log.AddLogListener(new LogManager.LogEventHandler(ProcessLogEvent));
        Note   

        The LogManager only calls the method passed as a parameter to the LogEventHandler for a particular trace if the trace level for that trace is enabled. You can use the IsTraceMaskEnabled method in the Logger class to determine whether or not a trace level is enabled.


        Trace configuration (Java and .NET)

        For the Java and .NET CILs, you can configure tracing either programmatically by using the LogWrapper class or by editing the TraceConfig.cfg file. Settings in TraceConfig.cfg do not take effect until LogWrapper.ProcessConfigFile is called. Your application must call ProcessConfigFile if you have edited the configuration settings in the TraceConfig.cfg file.

        The All Agents Sample .NET code in the .NET CIL includes a sample TraceConfig.cfg file and shows you how to process that file.

        Log file configuration settings are defined as follows:

        Table 3 Configuration Settings

        Parameter

        Description

        Recommended Value

        NumberDaysBeforeFileExpired

        Maximum number of days before a log file is rolled over into a new log file regardless of the size of the file.

        1

        NumberArchivesFiles

        Maximum number of log files that may exist in the log file directory before the logging mechanism starts overwriting old files.

        5

        FileMaxSize

        Maximum size of a log file in kilobytes. When a log file reaches the maximum size, a new log file is created.

        2048

        TraceMask

        Bit mask that determines the categories of events that are traced.

        0x40000307