How to collect Jabber PRT Logs Remotely

Introduction

This document describes how to configure collection of Jabber Problem Report Tool (PRT) logs remotely.Instead of waiting for a user to upload the PRT logs, you can also generate the logs remotely in Unified CM Administration.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Platform: Windows/Mac
• Jabber 12.9 and later
• CUCM Requirements:12.5.1.SU1 and later
• Hyper Text Transfer Protocol (HTTP) Server
• Headset Requirements: sunkist and version greater than 1-3(if has headset)

Components Used

The information in this document is based on these software and hardware versions:

• CUCM 12.5SU4
• Jabber 12.9
• Jabber installed on windows 10
• HTTP Server (Apache server on linux)

Configure

Network Diagram

Configurations

Before you begin

Complete the following steps to prepare your environment:

1. Install and configure an HTTP server. In this document we are using Apache server on Linux(CentOS)

   • 
   • Install php if it's not installed already to handle the backend script
     • 

2. Create a custom script to accept the HTTP POST request.

   • Sample script is shown below, it can be modified according to the environment.
     • 
     • $target_dir = "/var/www/html/JabberPRT/uploads/" this is the location where PRT will be saved , we can use any path & same path needs to be mentioned in code, make sure folder or directory which we are using can be accessed by Apache process & proper permission to write in that folder.
     • 

3. Create an HTML page that enables users to upload problem reports that are saved locally. Your HTML page should contain a form that accepts the problem report saved as a .ZIP archive and contains an action to post the problem report using your custom script. The following is an example form that accepts problem report

   • 
   • action="http://server_name/path_of_script"  in this we are pointing to script which we have created in Step 2 to handle POST request.
4. Once we have all in place we can test by uploading any file manually by accesing the HTTP server via. browser.

Procedure

Step 1

Open Cisco Unified CM Administration> Select User Management > User Setting > UC Service.

Step 2

Add a new UC service with a UC Service Type of Jabber Client Configuration (jabber-config.xml).

Step 3

Add a Jabber Configuration Parameter with these values:

Section—Policies

Parameter—RemotePRTServer

Value—The URL for your upload script(http://10.106.120.10/upload.php)

Verify

Step 1

Select Device > Phone.
Step 2

Choose the devices for which you need logs.
Step 3

Click Generate PRT for selected.

Step 4

To check the PRT collected access your HTTP server and check the directory (/var/www/html/JabberPRT/uploads/) which you have mentioned in your script

Troubleshoot

Below are the basic troubleshooting checks

1. Check if we are receiving SIP Notify from CUCM below is the sample log snippet

   • NOTIFY sip:0008@10.106.120.5:51038 SIP/2.0
     Via: SIP/2.0/TCP 10.106.120.2:5060;branch=z9hG4bK1273e54f34755
     From: <sip:10.106.120.2>;tag=1284645402
     To: <sip:0008@10.106.120.5>
     Call-ID: e7fc3880-1ed10efb-12732-2786a0a@10.106.120.2
     CSeq: 101 NOTIFY
     Max-Forwards: 70
     Date: Fri, 30 Jul 2021 05:42:22 GMT
     User-Agent: Cisco-CUCM12.5
     Event: service-control
     Subscription-State: active
     Contact: <sip:10.106.120.2:5060;transport=tcp>
     Content-Type: text/plain
     Content-Length: 86
     action=prt-report
     RegisterCallId={005056bd-e9d90009-00000f98-000014d7@10.106.120.5}

2. Check in PRT with keywords notifyOnPRTStart & onPRTStart to check further status
   • Log Example

   • 2021-07-29 22:41:27,917 INFO [0x00001260] [ipcc\core\sipstack\ccsip_platform.c(250)] [csf.sip-call-control] [sip_platform_reset_req] - SIPCC-SIP_REG_STATE: sip_platform_reset_req: ***********DEVICE_PRT_REPORT, requested***********
     2021-07-29 22:41:27,917 DEBUG [0x000052c8] [ftphonewrapper\CC_SIPCCService.cpp(7463)] [csf.ecc] [csf::ecc::CC_SIPCCService::serviceRequest] - service = CC_DEVICE_PRT_REPORT
     2021-07-29 22:41:27,917 INFO [0x000055dc] [control\CallControlManagerImpl.cpp(4553)] [csf.ecc] [csf::ecc::CallControlManagerImpl::onPRTReport] - notify prt report event
     2021-07-29 22:41:27,917 DEBUG [0x000055dc] [ntrol\TelephonyCallControlImpl.cpp(6919)] [jcf.tel.callcontrol] [CSFUnified::TelephonyCallControlImpl::onPRTReport] - onPRTReport
     2021-07-29 22:41:27,917 DEBUG [0x00004b9c] [ntrol\TelephonyCallControlImpl.cpp(6928)] [jcf.tel.callcontrol] [CSFUnified::TelephonyCallControlImpl::onPRTReportImpl] - onPRTReport
     2021-07-29 22:41:27,917 DEBUG [0x00004b9c] [honyAdapterCallControlObserver.cpp(1284)] [jcf.tel.ccobserver] [CSFUnified::TelephonyAdapter::onPRTReportChange] - onPRTReportChange
     2021-07-29 22:41:27,917 DEBUG [0x00004b9c] [src\framework\ServicesDispatcher.cpp(38)] [services-dispatcher] [CSFUnified::ServicesDispatcher::enqueue] - ServicesDispatcher.enqueue: TelephonyServiceImpl::notifyOnPRTStart
     2021-07-29 22:41:27,917 DEBUG [0x00004968] [rc\framework\ServicesDispatcher.cpp(207)] [services-dispatcher] [CSFUnified::ServicesDispatcher::executeTask] - executing (TelephonyServiceImpl::notifyOnPRTStart)
     2021-07-29 22:41:27,917 DEBUG [0x00004968] [ices\impl\TelephonyServiceImpl.cpp(5060)] [jcf.tel.service] [CSFUnified::TelephonyServiceImpl::notifyOnPRTStart] - TelephonyServiceImpl::notifyOnPRTStart
     2021-07-29 22:41:27,917 DEBUG [0x00004968] [c\plugin-runtime\impl\jabberprt.cpp(486)] [PluginRuntime] [JabberPrtImpl::setPRTConfig] - Setting Config:ProblemReportToolOnPrem to 0xTrue
     2021-07-29 22:41:27,917 DEBUG [0x00004a88] [src\framework\ServicesDispatcher.cpp(38)] [services-dispatcher] [CSFUnified::ServicesDispatcher::enqueue] - ServicesDispatcher.enqueue: OnFlushCompleted
     2021-07-29 22:41:27,917 DEBUG [0x00004968] [gins\hubwindowplugin\prtlistener.cpp(10)] [HubWindowPlugin] [CPrtListener::onPRTStart] - received remote amdin upload prt request

3. Try uploading PRT directly from a web browser using the machine in question.
4. Verify antivirus software or firewall isn’t preventing the request.
5. We can verify the access request on Apache server as well & check the errors in case of CentOS path is /var/log/httpd/
6. Make sure post-max-size of php is enough to accept large size of PRT as well we can modify the same from php.ini

Related Information

Problem Reporting Feature Configuration for Cisco Jabber 12.9