This document describes some useful trace settings for Unified Contact Center Enterprise(UCCE) reskilling tool for UCCE versions prior to version 11.x. which helps to point out where to find the information regarding to following questions.
1. When did the reskilling happen? 2. Who (i.e. which supervisor account) did the reskilling? 3. What did the supervisor do? i.e. Which skill groups were added/removed from which agents? 4. Where or which PC was used by the particular supervisor?
In order to gather these information, following traces must be enabled: 1. CMSNode Start regedit from Windows start menu, then navigate to HKLM\SOFTWARE\Cisco Systems, Inc.\ICM\<instance>\Distributor\EMS\CurrentVersion\Library\Processes\cms\EMSTraceMask and set the value to ff. To collect logs, use window's command line and type cdlog <instance> dis where dis stands for distributor and run dumplog cms /last /of cms.log
2. Reskilling Application Navigate to \icm\tomcat\webapps\uiroot\WEB-INF\properties\common\apiserver\logManager\APIServer.properties and enable logging by modifying the verbosity=LOCAL_DUMP (near bottom of file). Default logging is (off) verbosity=VERBOSITY_NONE. From APIServer.TraceFilter.localTraceFilter.className=com.cisco.ics.util.log.trace.WLTraceMessageFilter APIServer.TraceFilter.localTraceFilter.verbosity=VERBOSITY_NONE To APIServer.TraceFilter.localTraceFilter.className=com.cisco.ics.util.log.trace.WLTraceMessageFilter APIServer.TraceFilter.localTraceFilter.verbosity=LOCAL_DUMP
Collect the following logs after the issue has been reproduced from C:\icm\tomcat\webapps\uiroot\WEB-INF\logs\*
3. Apache Tomcat Step 1. Back up the file C:\icm\tomcat\conf\server.xml to another folder Step 2. Stop Apache Tomcat service from Windows services
Step 3. Modify the file \icm\tomcat\conf\server.xml by adding the highlighted part:
Search IPCCAdmin in CMS logs. We see IPCCAdmin application which is the reskilling tool had an activity at 11:26:44. We see the same activity in the Reskilling Application log too with the same timestamp. Search ipccAdmin.reskill.saveAgent
SearchipccAdmin.reskill.loginSupervisor and we see it was supervisor1 who did the reskilling.
Question 3. What did the supervisor do? i.e. Which skill groups were added/removed from which agents? We can get this informaiton from either CMS log or Reskilling Application log. For example, here is a CMS logs snippet:
[ROW-START]"-1""2""0""5004""5001"[ROW-END][TABLE-END][VECTOR-END][BLOCK-END] CMSSVR.DLL E:\Jenkins\workspace\SHARED_ICM\icm\AW\Cms\CmsSvr\cmssvr.cpp Line #523
The information that we get from the above highlighted message is that the Reskilling Tool (IPCCAdmin) tried to add the skill group with SkillTargetID 5004 to the agent who has SkillTargetID = 5001 (number 2 in the highlighgted part indicates add).
[ROW-START]"-1""3""0""5004""5002"[ROW-END][TABLE-END][VECTOR-END][BLOCK-END] CMSSVR.DLL E:\Jenkins\workspace\SHARED_ICM\icm\AW\Cms\CmsSvr\cmssvr.cpp Line #523
And above CMS message confirms that the Reskilling Tool (IPCCAdmin) tried to delete the skill group with SkillTargetID 5004 to the agent who has SkillTargetID = 5002 (number 3 in the highlighgted part indicates delete).
From the Reskilling Application log, we are unable to see the exact changes to the agent profile but we can see which skill groups the reskilling tool tries to save. For example: 06/16/2014 11:26:44.195 TRACE LOCAL_DUMP "Servlet com.cisco.ics.inf.servlet.UIServlet" com.cisco.ics.inf.servlet.UIServlet UIServlet.service "UIServlet_13 : start=1402882004194SID=24tlnjkq30 SD = null req = ipccAdmin.reskill.saveAgent" "" - HTTP Servlet Request for URL: http://192.168.250.63/uiroot/uicommander Parameters: personChangeStamp = 1 lastName = One agentChangeStamp = 4 loginEnabled = true useDBListCachedParams = false create = false agentID = 1001 agentTeamID = Team1 description =
In the above log snippet, we couldn't see which skill groups the agent belonged to before the reskilling activity. But, we do know after the reskilling activity, the agent is supposed to have skill group 5004 associated with.
Question 4. Where or which PC was used by a particular supervisor? We see the IP address where the client accessed the application from the Tomcat access logs. For example: