Contents

Introduction

Administration

Inbound voice calls

Outbound voice calls

UCCX Scripting

Agent Desktop

Finesse

Cisco Agent Desktop (CAD/CSD)

Reporting and Database

Chat/Email

SocialMiner Logs

Introduction

This document provides the list of relevant logs and also the tracing levels for some of the common issues seen in the field. The aim of the document is to ensure that the reader is in the position to collect the right set of logs when the issue is occuring so that the resolution time is reduced and the chance of a root cause is increased.

Administration

Component/Issue

Log files

Log levels

Component to select in RTMT

Installation and Upgrade

- Fresh Install

system-history.log

uccx-install.log

hostname_date-time_install.log

Default log level

Install and Upgrade

Installation and Upgrade

- Switch version failure

- Upgrade failures

system-history.log

uccx-install.log

hostname_date-time_install.log

CLI Location: file list install *

Default log level

Install and Upgrade

Cisco Unified CCX Database

DRF Backup and Restore

- Backup failure

- Restore failure

- Check status or validity of a backup

After each Backup or Restore ,the logs are displayed on DRFGUI for immediate reference

CLI Location : file list activelog platform/drf/log/*

Default log level

Cisco UCCX DRF and Cisco DRF Master and Cisco DRF local

UCCX Licensing

- License installation failure

- License package verification

MIVR

CLI Location : file list activelog uccx/log/MIVR/*

LIB_LICENSE enabled upto XDebug3

Cisco Unified CCX Engine

MADM

CLI Location : file list activelog uccx/log/MADM/*

Cisco Unified CCX Administration

MCVD (if 2 node cluster)

CLI Location : file list activelog uccx/log/MCVD/*

Cisco Unified CCX Cluster View Daemon

High Availability

- UCCX Failover

- Island mode

MCVD

Default log level

Cisco Unified CCX Cluster View Daemon

MIVR

Cisco Unified CCX Engine

Application Administration login issues

MADM

ADM_CFG: XDebug2

LIB_AXL: XDebug2

Cisco Unified CCX Administration

Application Administration Configuration issues

MADM

ADM_CFD: XDebug2

LIB_CFG:XDebug2

Cisco Unified CCX Administration

Issues with configuration of agents, CSQs or teams

- Team asignment failure

- Reskilling failure

- Updated configuration not being used by the system

MIVR

SS_RM: XDebug1

LIB_CFG: XDebug1

ICD_RTDM: XDebug1

Cisco Unified CCX Engine

MADM

Cisco Unified CCX Administration

File manager related issues: upload of prompts, documents etc. from the application administration page

MADM

ADM_CFD: XDebug2

LIB_DATABASE: XDebug2

FILE_MGR: XDebug2

Cisco Unified CCX Administration

Command Line Interface related issues

MCLI

CLI Location : file list activelog uccx/log/MCLI/*

(OR)

CLI Location : file list activelog platform/cli/*

Default log level

Cisco Unified CCX CLI / Cisco ControlCenter CLI / IPT Platform CLI

Inbound voice calls

Component/Issue

Log files

Log levels

Component to select in RTMT

Core ICD

- Call drops

- Call routing to wrong destination

- Call completion failure

MIVR

ICD_CTI - Xdebug1

SS_CM: XDebug1

SS_RM: XDebug1

Cisco Unified CCX Engine

JTAPI

Check/Enable WARNING, INFORMATIONAL, DEBUG, JTAPI_DEBUGGING, JTAPIIMPL_DEBUGGING, CTI_DEBUGGING, CTIIMPL_DEBUGGING

Cisco Unified CCX JTAPI Client

CTI(SDI & SDL) and CCM (SDI & SDL) logs from the correct Call Manager node that has the logs for the specific call that has issue

Detailed

CTI Manager

Call Manager

(connect RTMT to CUCM cluster)

RmCm subsystem stuck in a state apart from IN_SERVICE

MIVR

SS_RMCM: XDebug4

UCCX Engine

Call stuck in queue

MIVR

SS_CM: XDebug1

SS_RM: XDebug1

SS_TEL: XDebug1

ICD_RTDM: XDebug1

UCCX Engine

Agent stuck in any state

Finesse client side logs

Finesse Webservices

Realm logs

Instruct agent to click on Send Error Report

Cisco Finesse

MIVR

SS_CM: XDebug1

SS_RM: Xdebug1-4

SS_TEL: XDebug1

ICD_CTI: XDebug1

UCCX Engine

Transfer and Conference failure of an ICD call

MIVR

SS_CM: XDebug1

SS_RM: XDebug1

SS_TEL: XDebug1

ICD_CTI: XDebug1

UCCX Engine

JTAPI

Check/Enable WARNING, INFORMATIONAL, DEBUG, JTAPI_DEBUGGING, JTAPIIMPL_DEBUGGING, CTI_DEBUGGING, CTIIMPL_DEBUGGING

Cisco Unified JTAPI Client

Call failures

Abandoned calls

Note:This is the case when the reason for abandoned calls is to be investigated, not just to check why you see abandoned calls on the CUIC report.

MIVR

SS_CM: XDebug1

SS_RM: XDebug1

SS_TEL: XDebug1

UCCX Engine

JTAPI

Check/Enable WARNING, INFORMATIONAL, DEBUG, JTAPI_DEBUGGING, JTAPIIMPL_DEBUGGING, CTI_DEBUGGING, CTIIMPL_DEBUGGING

Cisco Unified JTAPI Client

Call failure during script execution

MIVR

SS_CM: XDebug3

SS_TEL: XDebug3

ENG: XDebug5

STEP_ICD: XDebug4

UCCX Engine

Call errors involving VXML document interaction

MIVR

SS_CM: XDebug3

SS_TEL: XDebug3

ENG: XDebug5

STEP_ICD: XDebug4

SS_VB: XDebug5

UCCX Engine

Packet capture on the UCCX server, capturing traffic between UCCX and the VXML server

Media related issues with call. Example: choppy audio, prompt garbled

MIVR

LIB_MEDIA: Debug, Xdebug1

UCCX Engine

IPVMS

On the CLI, run the command 'show media streams count 5 sleep 5 trace' when the issue is occuring

These can be viewed using:"file view activelog /platform/log/mediainfo.txt"

Syslog messages

N/A

Syslog

Call issues related to ASR/TTS

Outbound voice calls

Component/Issue

Log files

Log levels

Component to select in RTMT

Outbound campaign dialling issues:

- Calls not dialed out as expected

- Agents not receiving calls as expected

MIVR

SS_OB: Debug, XDebug2

SS_RM: Debug, XDebug1

UCCX Engine

Dialing list upload/modification failure

MIVR

CFG_MGR: XDebug1

UCCX Engine

Agent seeing incorrect information

MIVR

ICD_CTI: Xdebug1

UCCX Engine

Finesse/CAD specific agent side logs

UCCX Scripting

Component/Issue

Log files

Log levels

Component to select in RTMT

UCCX Script Editor behavioral issues (not when working in Anonymous mode)

that involves interaction with the UCCX server

MIVR

UCCX Unified CCX Editor

EDT: Debugging

Generic: Debugging

If issue is specific to a step, set the debug level for that step to Debugging

UCCX Engine

UCCX Engine

ENG: Debugging, XDebug1

EXPR_MGR: Debugging, XDebug1

If issue is specific to a step, set the debug level for that step to Debugging

Issues with script execution:

- Get information on the logic of script execution

- Script execution failures

MIVR

SS_CM: XDebug1

SS_RM: XDebug1

SS_TEL: Debugging

ENG: XDebug1

UCCX Engine

Script editor installation failure (client side issues)

Agent Desktop

Finesse

Component/Issue

Log files

Log levels

Component to select in RTMT

Agent login failure

Agent state change issues

MIVR

SS_CM: Debugging, XDebug1

SS_RM: Upto XDebug4

Eng: Debugging

SS_TEL: Debugging, XDebug1

SS_RMCM: Debugging, XDebug1

ICD_CTI: Debugging, XDebug1

UCCX Engine

MADM

LIB_AXL: Debugging

REST_CLIENT: Debugging

LIB_CFG: Debugging

ADM_CFG: Debugging

Cisco Unified CCX Administration

Cisco Finesse: webservices/realm/openfire/localhostaccess logs

Default logging

Cisco Finesse

Live Data isses on the Finesse Desktop

SocketIO Debugs

Service, Data Processing, Communication: Debug

Cisco Unified CCX Socket IO

MIVR

For 11.0:

SS_RM: Upto XDebug5

For 11.5:

SS_ROUTENQUEUE: Upto XDebug5

UCCX Engine

For all agent side issues such as Finesse client losing connectivity, collect Finesse client logs and also use local logging as shown in here:

Cisco Agent Desktop (CAD/CSD)

Component/Issue

Log files

Log levels

Component to select in RTMT

CAD client side issues:

- Installation and upgrade failure

- Agent state change issues

- Unable to see right information on the agent desktop

- Other errors on the screen

Client logs from C:\Program Files\Cisco\Desktop\log

Open C:\Program Files\Cisco\Desktop\config\Agent.cfg

Set the following:

[Program Log]

Size=10MB

Files=10

Threshold=TRACE

Logs from the Agent' PC

CSD client side issues:

- Installation and upgrade failure

- Unable to see right information on the  desktop

- Other errors on the screen

Client logs from C:\Program Files\Cisco\Desktop\log

Open C:\Program Files\Cisco\Desktop\config\Supervisor.cfg

Set the following:

[Program Log]

Size=10MB

Files=10

Threshold=TRACE

Logs from the Supervisor's PC

Cisco Desktop Administrator (thick client)

Client logs from C:\Program Files\Cisco\Desktop\log

Open C:\Program Files\Cisco\Desktop\config

Administrator.cfg and SplkView.cfg

Files=10

Size=10000000

Logs from the Administrator's PC

More information about the logs and the information that needs to be collected can be found under the Configuration Files and Logs section: http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/troubleshooting/guide/cad85ccxtg-cm.pdf

Reporting and Database

Component/Issue

Log files

Log levels

Component to select in RTMT

Database related issues:

- Replication failure

- UCCX Database corruption

- UCCX Database start-up message

Database logs

Default log levels

Cisco Unified CCX Database

Historical Reports missing data

- Calls not being written into the database

- Data missing for a few days

MIVR

CRA_HRDM: Debuging, XDebug1

ICD_CTI: Debugging, XDebug1

SS_RM: Debuging, XDebug1

SS_CM: Debuging, XDebug1

SS_TEL: Debuging, XDebug1

SS_RMCM: Debuging, XDebug1

UCCX Engine

Real Time Reporting (the one on the AppAdmin page)

MIVR

CRA_HRDM: Debuging, XDebug1

ICD_CTI: Debugging, XDebug1

SS_RM: Debuging, XDebug1

SS_CM: Debuging, XDebug1

SS_TEL: Debuging, XDebug1

SS_RMCM: Debuging, XDebug1

UCCX Engine

Chat/Email

Component/Issue

Log files

Log Level

Component in RTMT

Email/Chat Issues

MIVR and MADM

MIVR: SS_CHAT and SS_ROUTEANDQUEUE to Xdebugging

MADM:UCCX_WEBSERVICESxdebug2                                                    SM : Runtime/CCPAPI/CCPPUBLICAPPS at default level

Cisco Unified CCX Administration /Cisco Unified CCX engine

SocialMiner Logs

#

Module

Role/Responsibility

File Pattern

Path/URL

RTMT Choice

1

SocialMiner Runtime

- Getting social contacts from facebook/twitter/RSS etc

- Running Filters

- Triggering notification rules (HTTP/XMPP/Email/CCE)

- Interaction with MR PG (CCE)

CCBU-runtime.*.startup.log

Error-runtime.*.startup.log

https://<SocialMiner Server IP/Host>/ccp-webapp/logs/runtime/

Socialminer Runtime Service

2

SocialMiner API

- Rest APIs

- Reply Templates

- XMPP Event publishing

CCBU-ccpapi.*.startup.log

Error-ccpapi.*.startup.log

https://<SocialMiner Server IP/Host>/ccp-webapp/logs/ccpapi/

Socialminer Rest API

3

SocialMiner Public Apps

- Public facing proxy to reach SocialMiner

- Exposes restricted set of Rest APIs

- Typically used by Chat and Callback

CCBU-ccppublicapps.*.startup.log

Error-ccppublicapps.*.startup.log

https://<SocialMiner Server IP/Host>/ccp-webapp/logs/ccppublicapps/

Socialminer Public Rest API

4

SocialMiner Datastore (Cassandra)

- Contact Storage

ccp-ds-storage.startup.log

https://<SocialMiner Server IP/Host>/ccp-webapp/logs/ccp-ds-storage/

SocialMiner Datastore Service

5

SocialMiner Indexer (Solr)

- Contact search and query performance

ccp-ds-indexer.request.*.log

https://<SocialMiner Server IP/Host>/ccp-webapp/logs/ccp-ds-indexer/

SocialMiner Indexer Service

6

SocialMiner XMPP Server

- XMPP eventing

- Chatrooms for chat contacts

*.log

https://<SocialMiner Server IP/Host>/ccp-webapp/logs/ccp-xmpp-server/

Socialminer XMPP Service

7

SocialMiner ORM

- Interact with Informix DB

- Manage configurations like feeds, filters, notifications, campaigns, etc

- Historical reporting record for CUIC

CCBU-orm.*.startup.log

Error-orm.*.startup.log

https://<SocialMiner Server IP/Host>/ccp-webapp/logs/orm/

Socialminer ORM Service

8

Cisco Tomcat

- General Tomcat logging

*.log

https://<SocialMiner Server IP/Host>/ccp-webapp/logs/tomcat/

Cisco Tomcat (System Services)

9

Cisco Tomcat (Token Authentication)

- Token Authentication related details - used by the chat reply template

localhost.*.log

https://<SocialMiner Server IP/Host>/ccp-webapp/logs/tomcat/

Cisco Tomcat (System Services)

10

SocialMiner System Health Snapshot

Can be accessed via SocialMiner's Administration tab > System Administration > System Logs > System Health Snapshot

Direct URL : http://<socialminer_hostname>/ccp-webapp/ccp/serviceability/SocialMinerSystemHealth.xml?category=all