Log Collection

Log Collection

The Webex CCE Monitoring Dashboard (LogVisualizer or LV portal) is a comprehensive platform for collecting logs from UCCE components. The Log Collection tab (which is also the default landing page) lists the following key components:

  • Cisco Unified Intelligence Center (CUIC), Cisco LiveData (LD), and Cisco Identity Service (IdS)

  • Cisco Finesse (Finesse or FIN)

  • CCE Peripheral Gateway (PGs)

  • CCE Router (RTR)

  • CVP Call Server (Unified CVP)

  • CVP VXML Application (Unified CVP)

  • Cisco Virtual Voice Browser (Cisco VVB)

  • Cisco Unified Communication Manager (Unified CM or Call Manager)

  • Cisco Emergency Responder (CER)

  • Cisco Cloud Connect (CLC)

  • Unity Connection (CUC)

Follow these steps to collect logs for all the instances of any of Unified CCE components listed above:

Procedure

Step 1

Log into the LV Portal.

Step 2

Click to select or deselect the components from which you want to collect the logs.

Step 3

Click Time Range and select the option to collect logs from the last 10 minutes, 20 minutes, 1 hour, or 2 hours.

Step 4

Click Next. The logs you have selected are retrieved, as indicated by a progress bar. o the LV Portal.

Figure 1. Log Selection

Step 5

Once the retrieval is completed, the Download button is displayed.

Step 6

Click Download to download the zipped log files bundle to your local system.

Figure 2. Downloading the Logs

Step 7

To access the log files for each instance of every component, extract the downloaded zip files. The log files are in .txt format.

Router Log Viewer (Call Errors and Call Detail)

The Router Log Viewer tab displays the call error logs and call detail logs of the ICM router. You can search for logs or download them.

Figure 3. View Router Logs

CDR Viewer

The CDR Viewer tab displays the Call Detail Records (CDR) and Call Management Records (CMR) of tenants in a real-time report on voice quality. Click Download to export the data to an.xlsx file.

Figure 4. CDR Viewer

Click on Helptoget detail information about call termination onbehalfOf values.

Figure 5. CDR Viewer

CM Device Status

The CM Device Status tab enables you to retrieve the Agent device status. Enter the MAC address of the device is the Device MAC field and click Retrieve Device Status to retrieve Agent device status.

Figure 6. CM Device Status page

Abstime Log Collection

The ABSTIME Log Collection tab allows you to get the log for a device or appliance instance within a specific time range. To retrieve appliance log in specified time range:

Procedure

Step 1

Choose a component from the Available Components section, a log type from the Available Log Types section, and a server IP from the Available Server IPs section.

Step 2

Select the log start and end datetime.

Step 3

Click Retrieve Log.

Figure 7. Collect logs in Absolute Time Range

Custom Log Collection

While the ABSTIME Log Collection tab allows you to retrieve the log for a device or appliance instance within two specific times, the Custom Log Collection tab lets you access the log within time ranges of 10 minutes, 30 minutes, 1 hour, and 2 hours.

Procedure

Step 1

Choose a component from the Available Components section, a log type from the Available Log Types section, and a server IP from the Available Server IPs section.

Step 2

Click Time Range on the top-right corner and choose among the time ranges of 10 minutes, 30 minutes, 1 hour, and 2 hours.

Step 3

Click Retrieve Log.

Figure 8. Collect Logs in Custom Time Range

Webex CCE Service Monitoring

Webex CCE Service monitoring provides aggregation and relationship management across diverse platforms and services. Application availability and performance are given weight and risk levels, which provide quantifiable service levels.

Webex CCE Service Monitoring Service List

  • IVR Services

  • Reporting Services

  • Voice Services

  • Contact Center Services

IVR Services

Webex CCE IVR Services cover IVR specific services and are listed below:

  • Session Border Controller (SBC)

  • Cisco Voice Portal (CVP)

  • Call Server

  • Operations Console

  • CVP Reporting server

  • Virtual Voice Browser

Reporting Services

Webex CCE Reporting services cover reporting specific service and are list below:

  • Cisco Unified Intelligence Center (CUIC)

Voice Services

Webex CCE Voice Services cover telephony specific services and are listed below:

  • Cisco Unified Communications Manager (CUCM)

  • Unity

  • SBC

  • Expressway (if deployed)

  • CER

Contact Center Services

Webex CCE Contact Center Services cover Contact Center specific services and are listed below:

  • Finesse

  • Cloud Connect

  • Cisco Enterprise chat and email (ECE)

  • ICM

  • Peripheral Gateways (PG)

  • ICM Router

  • ICM Logger

  • ICM HDS

  • ICM Admin Workstation

An additional hover-over capability to show current real-time events. These notifications will provide you with valuable insight into potential service-impacting events.

Tenant Service Status

Health Status Tab (includes Voice Service, IVR Service, Contact Center Service and Reporting Services)

The Health Status tab provides real-time monitoring of the Webex CCE Service. The following sections provide additional information about the Webex CCE Service Monitoring. For more information, see the Monitoring Technical Guide.

Figure 9. Tenant Service Status

Tenant Performance Status

The Performance tab offers a variety of traditional views and graphs across the following areas. (These counts are generated at five-minute intervals.)

  • Router Logged on Agents

  • UCM Registered Station Devices

  • Finesse Agents Logged on

  • CVP SIP Active Calls

Figure 10. Tenant Performance Status page

Windows Event Logs

The Windows Event Logs page enables you to view and search Windows event messages, and includes the capability to download them. To access the Windows Event Logs page, select Event Logs from the Operations menu.

Figure 11. Windows Event Logs page

Tenant Maintenance Overview

The Tenant Maintenance Overview page enables you to monitor the current scheduled maintenance activities. To access the Tenant Maintenance Overview page, select Maintenance from the Operations menu.

Figure 12. Tenant Maintenance Overview

Tenant Service Status Notification

This feature allows you to subscribe to event notifications via email. These notifications are the raw events displayed on the Tenant Service Status Notification page. To access the Tenant Service Status Notification page, select Notification from the Operations menu.

To subscribe to email notifications, click the edit icon, enter the email address, and then click Save. To unsubscribe, click the edit icon, enter the email address you want to remove, and then click Save.

The mail test feature has been included to verify whether you are receiving email notifications.

Figure 13. Tenant Service Status Notification