This document describes the troubleshooting process of Peripheral Gateway Log Analysis For Enterprise Chat and Email - Chat work flow.
ECE 11.6 (applies to cloud deployment as well)
Cisco recommends that you have knowledge of these topics:
Unified Contact Center Enterprise (UCCE)
The information in this document is based on UCCE 11.6 and ECE 11.6.1 ES 6 ES6_1A.
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.
Case 1. Agent marks available for chat.
Logs to review : Listener from ECE.
CTIServer and Agent PG OPC logs from ICM.
Snippet for ICM CTIServer logs:
"MAKE_AGENT_ROUTABLE_IND" received from Listener process from ECE