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:
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.
Cisco recommends that you have knowledge of these topics:
Cisco Intelligent Contact Management (ICM)
Computer Telephony Integration (CTI)
The IPCC
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.
Refer to Cisco Technical Tips Conventions for more information on document conventions.
These processes require you to increase trace levels:
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.
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.
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
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
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.
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.
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.
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
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.