Recommended Tracing Levels for Troubleshooting IPCC Issues

Introduction

This document outlines the recommended trace levels for troubleshooting in your IP Contact Center (IPCC) environment. In order to turn up the trace, you can use these utilities:

• Procmon

• OPCTest

• Regedt32

Note: Be sure to turn off all tracing when finished. Also, do not leave process command windows open after you finish testing. This severely impacts system resources, especially CPU utilization and memory.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco Intelligent Contact Management (ICM)

• Computer Telephony Integration (CTI)

• The IPCC

• Agent Login Problems

• Turning up Tracing

• Using CTI Test

• How to Use the Dumplog Utility

Components Used

The information in this document is based on Cisco ICM version 4.x and later.

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, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Recommended Trace Levels

These processes require you to increase trace levels:

• JTapi

• Eagtpim

• OPC

• CTI Server

Note: Before you turn up tracing, first determine the amount of free disk space on the machine. Adjust the EMSAllLogFileMax and EMSLogFileMax in order to ensure that the logs are not overwritten. Refer to Turn up Tracing for more information and detailed directions.

JTapi

On the Peripheral Gateway (PG) where the CTI Server is installed, use the Procmon utility to turn up tracing for the JTapi Gateway process:

Note: In a duplexed PG environment, enable tracing on the active PG. Refer to Using the OPCTest Command-Line Utility for more information and use the OPCTest utility in order to determine the active PG.

C:\>procmon <cust_inst> <node> jgw<jtapi instance>
>>>trace JT_TPREQUESTS /on 
>>>trace JT_JTAPI_EVENT_USED* /on 
>>>trace JT_PIM_EVENT /on 
>>>trace JT_ROUTE_MESSAGE /on 
>>>trace *CONF* /on

Use this command in order to turn off tracing:

>>> trace * /off

Note: The trace commands are case-sensitive.

Eagtpim

On the PG where the Enterprise Agent PIM is installed, use the Procmon utility to turn up tracing for the Enterprise Agent PIM process:

C:\>procmon <cust_inst> <node> pim<pim instance>
>>>trace tp* /on 
>>>trace precall /on 
>>>trace *event /on 
>>>trace csta* /on

Use this command in order to turn off tracing:

>>> trace * /off

OPC

On the PG where the Enterprise Agent PIM is installed, use the OPCTest utility to turn up tracing for the Open Peripheral Controller (OPC) process:

C:\>opctest /cust <cust_inst> /node <node> 
opctest:debug /agent /routing /cstacer /tpmsg /closedcalls

Use this command in order to turn off tracing:

OPCTEST: debug /noall

CTI OS Server

On the server where the CTI OS Server is installed, use Regedt32 to turn up tracing for the CTI OS process:

• For versions earlier than 5.0:

  software\GeoTel\icr\<cust_inst>\CTIOS\EMS\CurrentVersion\library\
    Processes\ctios 
   
  Set EMSTraceMask = 0xA0F

• For versions 5.0 to 7.0 and later:

  software\Cisco Systems Inc.\ICM\<cust_inst\CTIOS\EMS\CurrentVersion\
    library\Processes\ctios
  
  Set EMSTraceMask = 0xA0F

• For versions 7.0 to 7.1(1):

  software\Cisco Systems Inc.\ICM\<cust_inst\CTIOS\EMS\CurrentVersion\library\Processes\ctios
   
  Set EMSTraceMask = 0x20A0F

• For versions 7.1(2) and later:

  software\Cisco Systems Inc.\ICM\<cust_inst\CTIOS\EMS\CurrentVersion\library\Processes\ctios
   
  Set EMSTraceMask = 0x60A0F

Note: The default trace mask is 0x3 in all releases except in release 7.0(0) where it is set to 0x20003.

CTI OS Driver

On the server where the CTI OS Server is installed, use Regedt32 to turn up tracing for the CTI OS Driver process:

• For versions earlier than 5.0:

  software\GeoTel\icr\<cust_inst>\CTIOS\EMS\CurrentVersion\library\
    Processes\ctidriverSet
  
  EMSTraceMask = 0xA0F

• For version 5.0 and later:

  software\Cisco Systems Inc.\ICM\<cust_inst\CTIOS\EMS\CurrentVersion\
   library\Processes\ctidriver
  
  Set EMSTraceMask = 0xA0F 

Note: It is possible that you have to adjust log file sizes to accommodate the influx in trace data. See Turning up Tracing for information on this process.

CTI Server

On the PG where the CTI Sever is installed, use Regedt32 to turn up tracing for the CTI process:

• For versions earlier than 5.0:

  software\GeoTel\icr\<cust_inst>\CG1A\EMS\CurrentVersion\library\
    Processes\ctisvr 
   
  Set EMSTraceMask = F0

• For version 5.0 and later:

  software\Cisco Systems, Inc.\ICM\<cust_inst>\CG1A\EMS\CurrentVersion\
   Library\Processes\ctisvr
  
  Set EMSTraceMask = F0 

Note: If there are troubleshooting client side issues, it can be necessary to set EMSTracemask to F8 in order to see the session information in the logs.

VRU PIM

Refer to this techtip on how to pull VRU PIM logs. Default tracing is usually sufficient unless otherwise requested.

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a00800949b1.shtml

IP IVR Tracing

Choose Appadmin > System > Tracing > CRS Engine > Trace Configuration and set Debugging on these:

Libraries:
LIB_ICM
 
Miscellaneous:
ENG
 
Steps:
Steps_ICM
 
Subsystems:
SS_ICM
SS_TEL 

You need to uncheck Debugging in order to turn off tracing.

Related Information

• Cisco Support Tools
• Using Remote Process Monitor Console (Procmon)
• Using the OPC Test Command Line Utility
• Turning Up Tracing
• CTI Test Guide
• Using CTITest to Troubleshoot IPCC Agent Login Problems
• Technical Support & Documentation - Cisco Systems