enables you to determine the reason of call failure.
analyzes calls at a high level and then drills down to a lower level within the
components themselves using the same tool.
helps you to:
It analyzes call logs
received from the following Unified Communications components:
- View the high-level view of
the signaling path that includes originator, intermediate destination and final
destination of calls to know the complete path of the call.
- View the signaling call
ladder diagram to isolate any issues in the call.
- Drill down to individual
components in that call to fix errors.
- View error messages, and
possible root causes and recommendations.
- Automatically identify and
highlight signaling errors and capability mismatches.
- Add any additional logs of
Unified CCE to generate the Call Ladder Diagrams for Unified CCE deployments.
||Supported Release in Advanced Mode
||Supported Release in Standard Mode
||Components or Type Of Log
|Cisco Unified Contact Center Enterprise (Unified CCE)
|| 9.x and later
|Cisco Voice Portal (CVP)
|| 9.x and later
|Cisco Unified Communications Manager (Unified CM)
|| 9.x and later
||9.x and later
|| Call logs, and SDL logs
|IOS Gateways (TDM, CUBE
(Enterprise Edition), VXML GWs)
|| 15.1(4)M and later
|| Output of show logging
- You must add the Contact
Center Assurance license to analyze call logs of Unified CCE and CVP devices.
However, you can continue to use this feature for Unified CM.
- Ensure that you complete the
configuration mentioned in following sections in the
Up Devices for Cisco Prime Collaboration Assurance 11.0 wiki page for
Cisco Prime Collaboration Assurance 11.0:
- Configure Debug Level 3
for Unified CCE - Section "Configure Debug Level 3 for UCCE Using System CLI"
- Configure Debug Level 3
for CVP - Section "Configure Debug Level 3 for CVP Using System CLI"
- Configure IOS Gateway -
Section "Configure IOS Gateway"
- For Standard mode, the
devices must be in Managed state in Device
Advanced mode allows log analysis from any of supported devices (Unified CM,
CVP, IOS Gateway, Unified CCE) while the Standard mode allows only Unified CM
devices from a single managed cluster only.
- Only SIP over TCP messages
- For Unified CM - If both
SDL/SDI and Call Logs are available then calls are parsed from SDL/SDI logs. If
data is not available from the SDL/SDI logs, then call logs are used.
- Only logs collected from
System CLI tool or another Cisco Prime Collaboration server 11.0 are supported.
- Time zone of the device is
not collected from the System CLI tool.
Center Assurance license expires, the
fails to analyze the logs received from Contact Center devices (UCCE and CVP).
For more information on licensing, see the
Licenses chapter of
Cisco Prime Collaboration
and Helpdesk users cannot collect call logs from devices and do not have access
to signaling call ladder diagram and
Analyzer menu pages.
The following is
required/supported by this feature:
| Maximum disk size required for this feature.
|| 18 GB for small, 35 GB for medium, and large profiles
| Maximum file size that can be imported.
|| 0.5 GB for small, and 1 GB for other profiles.
| Maximum number of calls that can be selected for ladder
generation at a time.
| Maximum number of devices from which log collection to be done
at a time.
| Maximum size of a zipped log file that can be parsed at one
||0.5 GB for small, and 1 GB for other profiles.
size is inclusive of all devices and calls. If the zipped file size exceeds the
size mentioned above, the log is divided into multiple zipped files of sizes
0.5 GB for small profiles, and 1GB for other profiles.
| Maximum number of call records displayed on the user interface.
|Maximum number of jobs supported concurrently.
||Only one analysis job should be performed at a time.
|Time to perform analysis of one log file.
||It depends on the size of the file; however for a 1 GB file, the
estimated time is 2 hours.
Create a Call
||Select a data
source. Choose from the following options:
The .gz, .gzo
and .zip file formats are supported for import. The files are exported in .gz,
.gzo and .zip file formats too. You can attach a single log file only. If the
zipped log file size is more than 0.5 GB (for small profile) or 1 GB (for
medium or large profiles), it is divided into multiple files of sizes 0.5 GB
(for small profile) or 1 GB (for medium or large profiles) for import tasks.
delete a log file also if you have selected the log file system. It takes time
to cleanup folders and processed records and thus there may be delay in
completion of this task.
- Live Log Collection - The
Group Type field is displayed. Click on the drop-down arrow, and select a
device group from the Device Group dialog box. The devices available for the
selected device group appear. Select a device from the options that are listed.
select a single or multiple devices.
- Local File System - You can
select a log file from the options that appear. It includes log files collected
Log Collection Center
and also from Live Log Collection. You can also click Import, to import the
file(s) from your local file. Browse to the zipped log file through the Import
dialog box. Based on the mode of
deployment, you can associate a customer or a domain to the imported logs using
domain/customer drop-down list in the Import dialog box. The imported file
is updated in the options available under Log File System. For more information
on Log Collection Center
Log Collection Center.
You can also export the log files using the Export button.
Filter Calls - You can search for a call from the files selected from the
preceding data sources, using the following parameters:
||A SIP-URI is the SIP addressing schema to call another person
through SIP. By default ALL listed.
||By default ALL listed.
| Disconnect Code
||The error code for that call, for example - 200 OK.
||An ID that uniquely identifies calls in a Cisco UC product. Each
Call Leg of a call has a different Call ID.
|| An ID that uniquely identifies calls across product.
|| By default it displays the Cisco Prime Collaboration server
||This includes the heartbeat messages - OPTIONS, and NOTIFY. If
you select this field, performance of this feature may be adversely affected.
||You can specify the time range. if you have selected the Local
File System, the option of past time details will not be available to you.
Ensure that you select a time range within which the calls had happened.
|Device Type to Parse
||The device types that are part of the selected logs are listed
here. You can select a particular device type to filter the calls that involve
that device type.
|Maximum Number of Calls
||By default this value is set to 500. If you set a higher value,
it may take longer time to display the records. Thus we recommend that you set
Initial Message is selected
as INVITE (first message of a call for a particular call ID) by default. You
can select a different Initial Message.
||You can add your comments to show when, where, and why the logs
Calls button. If you have selected the Live Log Collection option, Log
Parsing In Progress status bar is displayed. After the log parsing process in
completed, the Log Download In Progress status bar is displayed, indicating the
process completeness. If you have selected the Local File System option, the
Log Download In Progress status bar is displayed directly. If you try to parse
an uploaded or existing log file, the Log Analysis In progress status bar does
nor appear as that file is already parsed.
Gateways and Unified CM call logs can have older data. You need to apply
appropriate filters to get the specific time range call list.
In case of
Local File System option, the file is first unzipped, parsed and then analyzed.
In case of
Live Log Collection option, the file is first downloaded, unzipped, parsed, and
||The Call List is
displayed. Select the calls from this list, and click on
Ladder Diagram for those calls. The Call Ladder diagram page is
diagram opens in a new tab.
You can also
click on the
Transition Diagram button when the call list is displayed to view
the message transitions of the call. The Unknown errors are the same as
Figure 9. Transition Diagram
||If you are
using the call processor - Unified CM in your deployment, each call Leg of a
call has a different Call ID. Thus to view the Call Ladder diagram of the
complete call, select all the call legs from the Call List and then click the
Ladder Diagram button.
If calls do not appear, check for the following:
Filter a Message in
the Call Ladder Diagram
You can further create a call
ladder diagram for a specific message.
||You can also
filter a message in the call ladder diagram on the following parameters:
- Components - The IP addresses
of the devices (senders and receivers) in the call.
- Key Value Pair - Attributes
of the Call. This includes Call ID and GUID
parameters and click
Apply. The diagram is generated according to the
filters you have applied.
Understand a Call
The Call Ladder
diagram helps to visualize the SIP signaling for selected calls (both line and
Figure 10. Call Ladder Diagram
You can see the
You can click on the
Logs tab to view the log snippets of selected
messages. When you click for the first time no logs are displayed.
- Direction of the messages
- Sender and Receiver
- Time Stamp of the individual
messages. The Call Ladder diagram shows UTC time zone only.
- Message and the Message
Label. You can click on the message arrow to launch the Call Details popup window that displays the details of the call. You can do the following:
- View details of the call.
- You can filter the on the
Call ID through this window.
- You can view the device time
stamp and time zone. This time stamp is converted into UTC and displayed too.
- You can click on
here for log to see the log snippet of the message (highlighted in
yellow) you had clicked on.
By default, the
log snippets of the last message selected by clicking on the
for log button on the Call Details popup window appear. To see the
logs for a particular message, click on the message arrow on the Call Ladder
diagram to launch the Call Details popup window. Now, click the
for log button.
If there are no
details of the device type in the log, you see a plain grey device icon
without any markings in the Call Ladder diagram. This shows that the device is
If you filter calls by
selecting only certain devices in the Device Types to Parse field for creating
a diagram, there may be components of the call (devices which have not been
selected in the Device Types to Parse field) which can help in troubleshooting
the call. Logs related to that device are also parsed and displayed to help you
debug. These devices appear with a plus sign icon. Click the plus sign to
expand the Call Ladder Diagram. The dotted line represents that a new component
is added as part of the expansion. Based on time stamp order of the messages,
rearrangement of the devices may happen.
Figure 11. Call Details Popup Window
If there is any error in
the call, that message arrow is shown in red color. You can click on the arrow
to open the Call Details popup window to view the Root Cause of the error and
also the Recommendation to help you troubleshoot the cause of the call failure.
Each Call Id is
differently color coded and the schema is represented below the diagram.
You can zoom in and
zoom out the diagram.