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Traces
A trace file is a log file that records activity from the Cisco Unified CCX components. Trace files let you obtain specific, detailed information about the system that can help you troubleshoot problems.
The Cisco Unified CCX system can generate trace information for different services. This information is stored in a trace file. To help you control the size of an trace file, you can specify the services for which you want to collect information and the level of information that you want to collect.
The Cisco Unified CCX system also generates information about all threads that are running on the system. This information is stored in the thread dump file and is useful for troubleshooting.
- Component trace files
- Configure trace parameters
- Trace level options
- Trace file location
- Log profiles management
Component trace files
The component trace file contains information about each component. You can create a trace file for any of the following Unified CCX components:
- Cisco Unified CCX Administration
- Cisco Unified CCX Cluster View Daemon
- Cisco Unified CCX Editor
- Cisco Unified CCX Engine
- Cisco Unified CM Telephony Client
- Cisco Unified CCX Desktop Services
- Cisco Unified CCX Recording and Monitoring Services
- Cisco Unified Intelligence Center Services
The component trace file contains information about each component. To set up the trace file, follow the procedure mentioned in Configure trace parameters section.
After configuring the information that you want to include in the trace files for the various services, you can collect and view trace files by using the trace and log central option in the Cisco Unified Real-Time Monitoring Tool. see Cisco Unified Real-Time Monitoring Tool Administration Guide for Cisco Unified Contact Center Express and Cisco Unified IP IVR, Release 9.0 for detailed information.
Configure trace parameters
ProcedureTo update trace file information and to activate and deactivate logging, follow the procedure mentioned below:
Step 1 From the Cisco Unified CCX Serviceability menu bar, choose . The Trace Configuration web page opens displaying the default trace configuration for Unified CCX Engine.
Step 2 From the Select Service drop-down list box, choose a service or component for which you want to configure trace then, click Go. You should be able to view the existing Trace configurations and debug levels for the selected Unified CCX service with check boxes for the various Debugging and XDebugging levels for each sub facility.
The debug levels for different Unified CCX subfacilities or services might vary depending on the selected service and are listed in the following table:
Table 1 Debug levels for different Unified CCX subfacilities Cisco Unified CCX Components
Subfacilities or Services
Cisco Unified CCX Administration
Libraries
Managers
Miscellaneous
Cisco Unified CCX Cluster View Daemon
Libraries
Managers
Miscellaneous
Cisco Unified CCX Editor
Libraries
Managers
Miscellaneous
Steps
Cisco Unified CCX Engine
Libraries
Managers
Miscellaneous
Steps
Subsystems
Cisco Unified CM Telephony Client or JTAPI Debug Levels
Warning
Information
Debugging
Cisco Desktop Services
Cisco Desktop Administrator
BarsCLI
Cisco Desktop Call/Chat Service
Cisco Desktop Agent E-Mail Service
Cisco Desktop Enterprise Service
Cisco Browser and IP Phone Agent Service
Cisco Desktop IP Phone Agent Service
Cisco Desktop LDAP Monitor Service
Cisco Desktop License and Resource Manager Service
Cisco Desktop Recording and Statistics Service
Cisco Desktop LDAP Service
Cisco Desktop Sync Service
Cisco Monitoring/Recording Services
Cisco Desktop VoIP Monitor Service
Cisco Desktop Recording Service
Cisco Unified Intelligence Center Services
Infrastructure
CUIC
CUIC MODEL OBJECTS
CUIC SECURITY
CUIC JSP
CUIC DISPLAY
CUIC DATA PROCESSING
Note By default, the Cisco Unified Intelligence Center service is not activated. To use this service, see Cisco Unified CCX Administration Guide, available at: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html
Step 3 Update the debug level for one or more of the libraries or sub facilities for the selected service by doing the following:
- To activate traces for a specific component or logging for a server, check the check box for the service that you chose.
- To deactivate logging for a server, uncheck the specific check box.
Caution If you modify the trace level settings for Cisco Unified CM Telephony Client, you have to restart the Unified CCX Engine for the changes to take effect.
Step 4 To limit the number and size of the trace files, you can specify the trace output setting using the following two fields. See the following table for description and default values for these two fields.
Field
Description
Maximum No. of Files
The maximum number of trace files to be retained by the system.
This field specifies the total number of trace files for a given service. Cisco Unified CCX Serviceability automatically appends a sequence number to the file name to indicate which file it is; for example, Cisco001MADM14.log. When the last file in the sequence is full, the trace data begins writing over the first file. The default value varies by service.
Maximum File Size
This field specifies the maximum size of the trace file in kilobytes or megabytes depending on the selected service. The default value varies by service.
Step 5 Click Save icon that displays in the tool bar in the upper, left corner of the window or the Save button that displays at the bottom of the window to save your trace parameter configuration. The settings are updated in the system and the trace files will be generated as per the saved settings. Click Restore Defaults icon or button to revert to the default settings for the selected service. In a High Availability deployment, the changes are propagated to the second node. If the second node cannot be contacted, an alert message indicating that the update has failed on the remote node is displayed.
Note You will not be able to save the Trace configuration if Cisco Unified Intelligence Center service on the publisher node is down.
Caution You should activate logging only for the purpose of debugging and remember to deactivate logging once the debugging session is complete.
Related References
Trace level options
A trace file is a log file that records activity from the Cisco Unified CCX component subsystems and steps. Trace files let you obtain specific, detailed information about the system that can help you troubleshoot problems.
The Cisco Unified CCX system can generate trace information for every component. This information is stored in an trace file. To help you control the size of an trace file, you specify the components for which you want to collect information and the level of information that you want to collect.
A trace file that records all information for a component, such as the Cisco Unified CCX Engine, can become large and difficult to read. To help you manage the trace file, the Cisco Unified CCX system lets you specify the subfacilities for which you want to record information.
For each component, you can select one or more Debugging trace levels. These selections specify the level of details in the debugging messages that the system sends to a trace file. For instance, if you select Debugging, the system sends only the basic error messages while if you select XDebugging5, the system will send errors, warnings, informational, debugging, verbose messages and so on in detail to the trace file.
The table below describes the Trace file subfacilities.
Table 2 Trace file subfacilities Component Code
Description
AC_CLUSTER
Archive Cluster Component
AC_CONFIG
Archive Configuration Component
AC_DATABASE
Archive Database Component
AC_JTAPI
JTAPI Archive Component
AC_OS
Archive Operating System Component
AC_CALABRIO
CAD/CSD Archive Component
ADM
Administration Client
ADM_CFG
Administration Configuration
APP_MGR
Applications Manager
ARCHIVE_MGR
Archive Manager
AW_CFG
Restore Administration Configuration
BARBI_CLI
Backup and Restore Client Interface
BOOTSTRAP_MGR
Cisco Unified CCX Bootstrap Manager
CFG_MGR
Configuration Manager
CHANNEL_MGR
Channel Manager
CLUSTER_MGR
Cluster Manager
CONTACT_MGR
Contact Manager
CONTACT_STEPS
Contact Steps
CRA_CMM
Cisco Unified CCX ClusterMsgMgr Component
CRA_HRDM
Cisco Unified CCX Historical Reporting Data Manager
CVD
Cluster View Daemon
DB
Database
DBPURGE_MGR
Database Purge Manager
DESKTOP
Cisco Unified CCX Editor Desktop
DOC_MGR
Document Manager
EDT
Cisco Unified CCX Editor general
ENG
Cisco Unified CCX Engine
EXECUTOR_MGR
Executor Manager
EXPR_MGR
Expression Manager
FILE_MGR
File Manager
GENERIC
Generic catalog for a facility
GRAMMAR_MGR
Grammar Manager
GRP_CFG
Group Configuration
HOLIDAY_MGR
Holiday Manager
HR_MGR
Historical Reports Manager
ICD_CTI
Cisco Unified CCX CTI Server
ICD_HDM
IPCC Express Historical Data Manager
ICD_RTDM
Cisco Unified CCX ICD Real-Time Data Manager
IVR_RTDM
Cisco Unified CCX IP IVR Real-Time Data Manager
IO_ICM
Cisco Unified ICME Input/Output
JASMIN
Java Signaling and Monitoring Interface
LIB_APPADMININTERCEPTOR
Cisco Unified CCX Administration Interceptor Library
LIB_AXL
AXL Library
LIB_CFG
Configuration Library
LIB_CLUSTER_CFG
Configuration Library for the cluster
LIB_CRTP
CRTP Library
LIB_DATABASE
Database Library
LIB_DIRECTORY
Directory Access Library
LIB_EVENT
Event Message Library
LIB_ICM
Cisco Unified ICME Library
LIB_JASPER
Jasper Tomcat Library
LIB_JCUP
JavaCup Library to parse expressions
LIB_JDBC
JDBC Library
LIB_JINI
JINI Services
LIB_JMAIL
Java Mail Library
LIB_JLEX
JLEX Library used to parse expressions
LIB_LICENSE
License Library
LIB_MEDIA
Media Library
LIB_RMI
Java Remote Method Invocation Library
LIB_SERVLET
Servlet Library
LIB_TC
Tomcat Library
LOG_MGR
Log Manager
MRCP_CFG
MRCP Configuration
MGR_MGR
Manager Manager
NODE_MGR
Node Manager
PALETTE
Editor Palette
PROMPT_MGR
Prompt Manager
PURGING
Purging
RPT
Reporting
RTPPORT_MGR
RTP Manager
SCRIPT_MGR
Script Manager
SESSION_MGR
Session Manager
SIP_STACK
SIP Stack logging
SOCKET_MGR
Socket Manager
SS_APP
Application Subsystem
SS_CHAT
Chat Subsystem
SS_CM
Contact Manager Subsystem
SS_CMT
Cisco Media Termination Subsystem
SS_DB
Database Subsystem
SS_EMAIL
Email Subsystem
SS_ENT_SRV
Enterprise Server Subsystem
SS_HTTP
HTTP Subsystem
SS_ICM
Cisco Unified ICME Subsystem
SS_MRCP_ASR
MRCP ASR Subsystem
SS_MRCP_TTS
MRCP TTS Subsystem
SS_OUTBOUND
Outbound Dialer Express Subsystem (uses MIVR log file)
SS_RM
Resource Manager Subsystem
SS_RMCM
Resource Manager Contact Manager Subsystem
SS_ROUTEANDQUEUE
Route and Queue Subsystem
SS_RTR
Real-Time Reporting Subsystem
SS_SIP
SIP Subsystem
SS_TEL
JTAPI Subsystem (Telephony)
SS_VB
Voice Browser Subsystem
SS_VOIPMON_SRV
Voice over IP Monitor Server Subsystem
STEP_CALL_CONTROL
Call Control Steps
STEP_ENT_SRV
Enterprise Server Steps
STEP_MEDIA_CONTROL
Media Control Steps
STEP_SESSION
Sessions Steps
STEP_SESSION_MGMT
Session Management Steps
STEP_USER
User Steps
STEP_CALL_CONTACT
Call Contact Steps
STEPS_CONTACT
Contact Steps
STEPS_DB
Database Steps
STEPS_DOCUMENT
Document Steps
STEPS_EMAIL
E-mail Steps
STEPS_GENERAL
General Steps
STEPS_GRAMMAR
Grammar Steps
STEPS_HTTP
HTTP Steps
STEPS_ICM
Cisco Unified ICME Steps
STEPS_IPCC_EXP
Cisco Unified CCX Steps
STEPS_JAVA
Java Steps
STEPS_PROMPT
Prompt Steps
STEPS_SESSION
Session Steps
UCCX_WEBSERVICES
Chat Subsystem
USR_MGR
User Manager
WEB_STEPS
HTTP Contact Steps
When the Cisco Unified CCX product is running on a 7845 machine and tracing is ON (the default), limit the Busy Hour Call Completions (BHCC) to 4500 calls per hour. If you want to run a higher BHCC, turn the debug traces OFF. The trace subfacilities to be turned OFF are ICD_CTI, SS_TEL, SS_RM, SS_CM, and SS_RMCM.
Trace file location
Log profiles management
Log Profile is an aggregated entity that preserves trace settings of the following Cisco Unified CCX services:
- Cisco Unified CCX Engine (Traces termed as MIVR)
- Cisco Unified CCX Administration (Traces termed as MADM)
- Cisco Unified CCX Cluster View Daemon (Traces termed as MCVD)
Log profiles in Unified CCX 8.5 can be one of the following two types:
- System Log Profiles: These log profiles are pre-installed with Unified CCX 8.5 and you cannot modify these profiles. The table below provides detailed information on the six system log profiles that are factory shipped with Unified CCX 8.5:
Table 3 System log profiles Name
Scenario in which this profile must be activated
Facility
Subfacility
Levels
Outbound
Outbound related issues
MIVR
SS_OB
SS_RM
Debugging(Enabled), XDebugging(1)
Debugging(Enabled), XDebugging(1)
AppAdmin
For any issues in Unified CCX Serviceability
MADM
LIB_AXL
LIB_CFG
ADM_CFG
MGR_MGR
ADM_SRV
Debugging(Enabled), XDebugging(None)
Debugging(Enabled), XDebugging(None)
Debugging(Enabled), XDebugging(None)
Debugging(Enabled), XDebugging(1)
Debugging(Enabled), XDebugging(None)
Media
For calls that fail due to media issues or some issues with the media stream transfer
MIVR
LIB_MEDIA
SS_CMT
Debugging(Enabled), XDebugging(1)
Debugging(Enabled), XDebugging(1)
Real Time Data Problems
For calls that are stuck due to RTR issues
MIVR
SS_RM
SS_CM
ICD_RTDM
Debugging(Enabled), XDebugging(1)
Debugging(Enabled), XDebugging(1)
Debugging(Enabled), XDebugging(1)
Call Stuck In Queue
Call is stuck in some CSQ and it is not going to an available agent in that CSQ
MIVR
SS_CM
SS_RM
SS_TEL/SS_SIP
ICD_RTDM
ICD_CTI
Debugging(Enabled), XDebugging(1)
Debugging(Enabled), XDebugging(1)
Debugging(Enabled), XDebugging(None)
Debugging(Enabled), XDebugging(1)
Debugging(Enabled), XDebugging(1)
Default
This profile can be activated once an issue is resolved.
This profile has the trace settings as it appears after a fresh installation of Unified CCX.
- Custom Log Profiles: If the trace settings generated by system profiles are not sufficient in a particular scenario, you can create custom log profiles for better troubleshooting. You can upload and activate these custom log profiles, on a need basis.
Choose from the Unified CCX Serviceability menu bar to access the Log Profiles Management web page. The Log Profiles Management web page opens displaying the available log profiles each with a radio button. You can perform different operations on the listed log profiles, which are explained in detail in the following sub-sections.
Note
In a HA deployment of Unified CCX, all the log profile operations will be reflected on both the nodes in the cluster.
- Create profile
- Save as another profile
- Enable profile
- Delete profile
- Save current trace settings
- Upload profile
- Update profile
Related Tasks
Create profile
Procedure
Save as another profile
Procedure
Enable profile
Procedure
Delete profile
Procedure
Save current trace settings
ProcedureThe trace settings that are currently enabled in Unified CCX can be saved by clicking Save Current Trace Settings so that it can be enabled at a later date. For example, you might be asked to enable certain trace levels or a log profile during troubleshooting. In such a scenario, before doing the troubleshooting, you can save the current trace settings of your system as a profile so that you can enable the same trace settings after resolving the issue.
Use the procedure mentioned below to save the current trace settings in the system as a profile:
Step 1 From the Unified CCX Serviceability menu bar, choose . The Log Profiles Management web page displays. Step 2 Click Save Current Trace Settings icon in the tool bar or the Save Current Trace Settings button at the bottom of the window. Step 3 The Explorer User Prompt dialog box opens. Enter a name for your log profile. Step 4 Click OK to save this profile. All the existing trace settings in your system is saved as a profile. Click Cancel to cancel this operation. You should be able to view this new log profile along with the existing profiles in the Log Profiles Management web page. You can select and click Enable to enable the same profile at a later date.
Upload profile
Procedure
Step 1 From the Unified CCX Serviceability menu bar, choose . The Log Profiles Management web page displays. Step 2 To locate the log profile, click the Browse button next to Enter a Profile File to Upload field, navigate to the directory in which the profile (.xml file) is located, and click Open. The path for the profile appears in this field. Step 3 Click Upload to upload the profile. Step 4 You should be able to view the uploaded profile along with the existing profiles in the Log Profiles Management web page.
Update profile
ProcedureYou can update only custom log profiles. To view and update an existing log profile, perform the following steps:
Step 1 From the Unified CCX Serviceability menu bar, choose . The Log Profiles Management web page displays. Step 2 Click the hyperlink of the profile you wish to view or update. The Log Profile Configuration web page for the selected profile is displayed where you can view the existing profile settings.
Step 3 Click MIVR, MCVD, and MADM tabs to view and modify the trace settings. Step 4 Click Save to save the updated profile settings or Save and Enable to enable the updated profile. You will see a message confirming successful saving or enabling of the updated profile. Click Cancel to go back to Log Profiles Management web page.
