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
You can access the
following Finesse services from the CLI:
-
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.
-
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:
-
Finesse Desktop
application: This application provides the user interface for agents and
supervisors.
-
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.
-
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.
 Note |
To restart the
Cisco Finesse Notification Service, you must stop and start services in the
following order:
-
Stop the Cisco
Tomcat service.
-
Stop the Cisco
Finesse Notification Service.
-
Start the
Cisco Finesse Notification Service.
-
Start the
Cisco Tomcat service.
|
View, Start, or Stop Services
Procedure
Step 1
| Sign in to the CLI using the credentials for the Administrator User account. |
Step 2
| To view a list of all services and their states, enter the following command: utils service list. Services are shown in one of the following states: STOPPED, STARTING, or STARTED.
STOPPED means the service is not running. STARTING means the service is starting operation and performing any initialization. STARTED means the service has successfully initialized and is operational.
|
Step 3
| To start a service, enter the following command: utils service start service name.
Example:For example, to start Cisco Tomcat, enter the command utils service start Cisco Tomcat. |
Step 4
| To stop a service, enter the following command: utils service stop service name.
Example:For example, to stop Cisco Tomcat, enter the command utils service stop Cisco Tomcat. |
Log
Collection
These commands
prompt you to specify a secure FTP (SFTP) server location to which the files
will be uploaded.
To obtain logs:
-
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
-
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:
-
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.
-
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.
-
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.
-
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.
-
openfireservice: This
directory contains startup and shutdown-related information logs for the Cisco
Finesse Notification Service.
-
openfire: This directory
contains limited error and information logs for the Cisco Finesse Notification
Service.
-
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.
-
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.
-
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.
-
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:
-
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.
|
-
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.
|
-
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.
-
utils remote_account
create account
life
account is the account
name.
life
indicates the life of the account in days.
-
utils remote_account
disable
-
utils remote_account
enable
-
utils remote_account
status
Replication
Status
To check replication
status, run the following command on the
primary
Finesse server:
-
utils dbreplication
runtimestate
This command
returns the replication status on both the primary and secondary Finesse
servers.
-
Check the RTMT
counter value for replication. If all nodes in the cluster show a replication
status of 2, replication is functioning correctly.
-
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.
-
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.
-
If any node
shows any replication value other than 1 or 2, replication is not set up
correctly.
-
To fix
replication, contact Cisco Technical Support.