- Preface
- Getting Started
- Manage System Settings
- Manage Call Variables Layout
- Manage Desktop Layout
- Manage Phone Books
- Manage Reasons
- Manage Team Resources
- Manage Workflows
- Manage Security
- Manage Third-Party Gadgets
- Perform Routine Maintenance
- Cisco Finesse Failover Mechanisms
- Backup and Restore
- Supported Cisco Unified Communications OS Services
- Certificates for Live Data
Cisco Finesse Administration Guide Release 10.0(1)
- Updated:
- February 22, 2018
Chapter: Perform Routine Maintenance
Perform Routine Maintenance
Access the CLI to perform routine maintenance tasks such as viewing, stopping, or starting services, logging, managing remote accounts, managing third-party gadget accounts, and checking replication.
Use the credentials for the Administrator User account to access the CLI.
- Cisco Finesse Services
- Log Collection
- Cisco Finesse Notification Service Logging
- Remote Account Management
- Replication Status
Cisco Finesse Services
You can access the following Finesse services from the CLI:
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Cisco Finesse Notification Service: This service is used for messaging and events. If this service is not started, you cannot view call events, agent state changes, or statistics, and the Finesse Desktop will not load after sign-in.
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Cisco Tomcat: This service contains all deployed Finesse applications. A restart of the Cisco Tomcat service requires that all agents sign out and sign back in.
The deployed applications in the Cisco Tomcat service include:
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Finesse Desktop application: This application provides the user interface for agents and supervisors.
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Finesse Rest API application: This application provides integration with the Cisco CTI Server for the Finesse desktop and Finesse administration application. Which APIs are available to a user depends on the role associated with that user's credentials. This application also provides a programming interface that can be used by third-party applications that are written to use the Finesse REST API.
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Finesse Administration application: This application provides the administrative operations for Finesse.
If a Cisco Finesse service-related problem exists, restart a Finesse service as a last resort. Most service-related problems cannot be corrected by restarting a service. Restart A Cisco DB only if the service is down.
View, Start, or Stop Services
Log Collection
These commands prompt you to specify a secure FTP (SFTP) server location to which the files will be uploaded.
To obtain logs:
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Install log: file get install desktop-install.log
Use this command to see the installation log after the system is installed.
This log is written to the SFTP server and stored as a text file written to this path: <IP Address>\<date time stamp>\install\desktop-install.log
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Desktop logs: file get activelog desktop recurs compress
Use this command to obtain logs for the Finesse web applications. This command uploads a zip file that contains the following directories:
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webservices: This directory contains the logs for the Finesse backend that serves the Finesse REST APIs. The maximum size of an uncompressed desktop log file is 100 MB. The maximum size of this directory is approximately 4.5 GB. After a log file reaches 100 MB, that file is compressed and a new log file is generated. Output to the last compressed desktop log file wraps to the log file created next. The log file wrap-up duration can vary, based on the number of users on the system. Timestamps are placed in the file name of each desktop log.
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desktop: This directory contains logs from the Finesse agent desktop gadget container that holds the Finesse desktop gadgets. Any container-level errors with Finesse agent desktop will appear in these log files.
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admin: This directory contains logs from the Finesse administration gadget container that holds the administration gadgets. Any container-level errors with the Finesse administration console appear in these log files.
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clientlogs: This directory contains the client-side logs submitted from the Finesse agent desktop to the Finesse server. Each log file is no larger than 1.5 MB and contains a timestamp and the agent ID of the agent who submitted the file. A new log file is created each time an agent submits client-side logs (the data is not appended to an existing log file). The maximum size of this directory is 100 MB. When the directory reaches 100 MB, the oldest files are deleted to keep the size below 100 MB.
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openfireservice: This directory contains startup and shutdown-related information logs for the Cisco Finesse Notification Service.
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openfire: This directory contains limited error and information logs for the Cisco Finesse Notification Service.
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jmx: This directory contains the JMX counters data generated by the JMX logger process. It contains important jmx counters exposed by Finesse and openfire.
These logs are stored to the following path on the SFTP server: <IP address>\<date time stamp>\active_nnn.tgz , where nnn is timestamp in long format.
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Servm log: file get activelog platform/log/servm*.* compress
Use this command to obtain logs generated by the platform service manager that manages the starting and stopping of the Finesse services.
The desktop and servm logs are compressed to one set of files.
These logs are stored to the following path on the SFTP server: <IP address>\<date time stamp>\active_nnn.tgz , where nnn is timestamp in long format.
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Platform Tomcat logs: file get activelog tomcat/logs recurs compress
These logs are stored to the following path on the SFTP server: <IP address>\<date time stamp>\active_nnn.tgz , where nnn is timestamp in long format.
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VOS install log: file get install install.log
These logs are stored to the following path on the SFTP server: <IP address>\<date time stamp>\active_nnn.tgz , where nnn is timestamp in long format.
 Note | Log collection may fail when you use the compress flag if there are a lot of log files. If collection fails, run the command again without the compress flag. |
Cisco Finesse Notification Service Logging
To view the status of, enable, or disable Cisco Finesse Notification Service logging:
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To retrieve the status of Cisco Finesse Notification Service logging: utils finesse notification logging status
This command displays whether Cisco Finesse Notification Service logging is currently enabled or disabled on the system.
Note
Ensure the Cisco Finesse Notification Service is running before you run the command to retrieve the status of Cisco Finesse Notification Service logging. If the service is not running, this command fails.
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To enable Cisco Finesse Notification Service logging: utils finesse notification logging enable
Note
Ensure that the Cisco Finesse Notification Service is running before you run the command to enable Cisco Finesse Notification Service logging. If the service is not running, this command fails. This command also fails if Cisco Finesse Notification Service logging is already enabled.
If you enable logging and then restart the Cisco Finesse Notification Service, logging is automatically disabled.
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To disable Cisco Finesse Notification Service logging: utils finesse notification logging disable
Note
Ensure that the Cisco Finesse Notification Service is running before you run the command to disable Cisco Finesse Notification Service logging. If the service is not running, this command fails. This command also fails if the Cisco Finesse Notification Service logging is already disabled.
Remote Account Management
Run the following command to enable, disable, create, and check the status of a remote access account: utils remote_account
A remote account generates a passphrase that allows Cisco support personnel to get access to the system for the specified life of the account.
Replication Status
To check replication status, run the following command on the primary Finesse server:
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utils dbreplication runtimestate
This command returns the replication status on both the primary and secondary Finesse servers.
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Check the RTMT counter value for replication. If all nodes in the cluster show a replication status of 2, replication is functioning correctly.
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If the RTMT counter value for replication status is 3 or 4 for all nodes in the cluster, replication is set up but an error occurred and replication is not functioning properly.
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If the majority of the nodes show a value of 0 or 1, run the command utils dbreplication reset all from the primary Finesse server.
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If any node shows any replication value other than 1 or 2, replication is not set up correctly.
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To fix replication, contact Cisco Technical Support.
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