First Published: November 26, 2025

Troubleshooting Guide

Access and Setup

Login as Application User to create PFS privileged users. Run the below commands in EXEC mode:


Hostname# username privuser1 create
Hostname# username privuser1 password Test@123
Hostname# username privuser1 group pfs-privusers
Hostname# write

You can confirm the same using UI for the group:

SFTP Access


sftp privuser1@10.10.10.59

Enable Log and Directories

When connected via SFTP:


sftp> ls
core  packetcapture  pegcount  sipmsg  sml.log  trace

Directory/File

Purpose

Enable (UI)

Enable (CLI)

pegcount

SIP message statistics

Navigate to Configure > SIP Stack > General Settings > SIP General Settings > SIP Statistics

 
    Hostname# cusp
Hostname(cusp)# config
Enter configuration commands, one per line.
Hostname(cusp-config)# sip peg-counting 60 86400

  • Param 1: <1-86400> Time duration (seconds) after which pegcount is collected.

  • Param 2: <1-86400> Time duration (seconds) after which pegcount is reset.

sipmsg

Detailed SIP message logs

Configure > SIP Stack > General Settings > SIP General Settings > SIP Message Logging

Default: Off

 

Hostname# cusp
Hostname(cusp)# config
Enter configuration commands, one per line.
 
Hostname(cusp-config)# sip logging

sml.log

Smart Licensing logs

By default, the log is enabled.

NA

trace

Application trace log for calls and TLS issues

Troubleshoot > Traces

NA

messages

System-level logs

By default, the log is enabled.

Troubleshoot > View > Log File

By default, the log is enabled. Follow the steps to download the log:

  1. OS Admin

    1. List files using the command file list activelog syslog

    2. Download using the command file get activelog syslog , prompts for SFTP details.

  2. Application user

    1. Run the following command in EXEC mode:
      
Hostname# username privuser1 create
Hostname# username privuser1 password Test@123
Hostname# username privuser1 group pfs-privusers
Hostname# write

    2. Login using SFTP and download messages.log and its rotated files.

catalina.out

Tomcat or HTTP server logs

By default, the log is enabled.

By default, the log is enabled.

  1. Login as OS Admin

  2. Enter the following command to list the logs:

    admin:admin:file list activelog tomcat/logs

  3. Enter the following command to download logs that requests for SFTP details to upload logs to.

    admin:file get activelog tomcat/logs

Packet Capture

Case 1: When CCCSP UI is accessible

  • Login to CCCSP UI

  • Go to Troubleshoot > Cisco Contact Center SIP Proxy > Traces > Packet Capture

  • Start Packet Capture

Case 2: When CCCSP UI is not accessible

  • Login as OS Admin

  • Use the following command to start the packet capture:

    
admin:utils network capture-rotate file mycapturename maxFiles 2

    maxFiles num - the maxFiles indicates the maximum number of log files to be created. The default value of maxFiles is 10.

    Refer to Utility commands in CLI Command Reference Guide for CCCSP.

Troubleshooting Scenarios

Service Issues

  • messages.log

  • Trace logs

    • Trace log captures the proxy application level logging and is used to debug errors related to call routing. Debug errors such as, server group element status errors, load balancing issues, license updates, access and configuration-related changes. Enable trace logging and set level for various categories.

    • There are different levels of logging available in CCCSP. The following lists a few of them:

      • Info: provides a brief history of the function calls along with transaction parameters.

      • Debug: Verbose level of logging and defined only for running with minimal calls volume. It is not recommended to enable debug level of trace logging for any component in production systems. This can severely impact the performance of the CCCSP. This is designed for troubleshooting issues under test environments only. If you enable debug level with high call volume to observe the performance of the CCCSP, reboot is required.

      • Default: Captures exceptions and major error debugs. The default is equal to warn level tracing.

    • Show trace options display the levels for each category. Trace file rotates every 10MB. CCCSP supports 5GB of trace logs but default-logging size is 200MB.

Installation or Upgrade Failures

  • Login as OS Admin User.

  • Run the following command:

    file get install/<log-file-name>.log

  • The following logs are generated:

    • system-history.log – Logs upgrade or install status

    • install.log – provides detailed install logs

    • pre_install.log – provides pre-install script logs

    • post_install.log – provides post-install script logs

  • You can check the upgrade status using the utils system upgrade status command.

OS Issues

  • capture.txt – provides failed command output

  • install.log – if related to install wizard

  • You can check disk usage using the following commands:

    • admin: show status

    • admin: show tech runtime disk

Smart License Failures

  • sml.log

  • messages.log

  • Run the following command to get agent version from CCCSP application user 

    
Hostname# show license smart agent-version
SmartAgent Version: 3.1.23

  • Run the following command to get status:

    
Hostname# show license smart status application cusp
 
Smart Agent is Enabled: true
Smart Agent current state: UNIDENTIFIED

  • Run the following command to get the summary:

    
Hostname# show license smart summary
 
Smart Agent is Enabled: true
Current State of the Agent: UNIDENTIFIED
Evaluation Mode: YES
Registration Successful: NO
Authorization Successful: YES
..... and more details will be printed here.

UI Failures

  • messages.log

  • catalina.out

CLI Config Issues

  • messages.log

  • Login as CCCSP Application User from the CLI. Run the show configuration active verbose command to get the configuration in CCCSP.

Call Failures

For TLS connection issues:

  • Use the show configuration active verbose command to get configuration.


    Note

    By default, Packet capture, sipmsg, pegcount are not enabled. You can enable them based on the usecase.

    		 
    
trace/trace.log

sipmsg/ (all relevant files) 

pegcount/ (latest count)

packetcapture/ (latest pcap)

  • Login to as CCCSP Application user and run the show crypto key all command to list all the TLS certificates.

Java Exceptions

  • messages.log

  • trace.log

Backup Restore Issues

  • messages.log

  • Check History from CCCSP Application User

CLI

  • Use the show backup history command to get backup history.

  • Use the show restore history command to restore history.

UI

  • Reports > Backup History

  • Reports > Restore History

Quick Reference Commands

SFTP Get File


sftp privUser@<IP_ADDRESS>
sftp> ls
sftp> get <filename>

Download sml.log

get sml.log

Troubleshooting Matrix

Issues

Logs to collect

To get CCCSP version:

  • For OS Admin User, use the show version active command.

  • For Application User, use the show software version command.

Service issue

messages.log

Installation failure

system-history.log, install.log, pre_install.log, post_install.log

Upgrade failure

Same as install failure

OS issue

capture.txt, install.log

Smart license failure

sml.log, messages.log

UI failure

messages.log, catalina.out

CLI config issue

messages.log

Call failure (TLS)

trace.log, sipmsg/, pegcount/, packetcapture/

Java exceptions

messages.log, trace.log

Backup/restore

messages.log