Configure Traces and Collect UCCE Logs

Introduction

This document describes how to set traces in Cisco UCCE, Finesse, Customer Voice Portal (CVP), UCCE Outbound Dialer,  and Cisco gateways.

Prerequisites

Requirements

Cisco recommends knowledge of these topics:

• Cisco Unified Contact Center Enterprise (UCCE)
• Package Contact Center Enterprise (PCCE)
• Cisco Finesse
• Cisco Customer Voice Portal (CVP)
• Cisco Virtualized Voice Browser (CVVB)
• Cisco Unified Border Element (CUBE)
• Cisco Unified Session Initiation Protocol (SIP)  Proxy (CUSP)

Components Used

The information in this document is based on these software versions:

• Cisco Finesse 11.5
• CVP Server 11.5
• Unified Contact Center Enterprise (UCCE) 11.5
• Cisco Virtualized Voice Browser 11.5

This document describes how to set traces in Cisco Unified Contact Center Enterprise (UCCE), Cisco Finesse, Cisco Customer Voice Portal (CVP), Cisco UCCE Outbound Dialer,  and Cisco gateways.

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.

Trace Settings and Log Collection Finesse

Finesse Client

There are several options to collect Finesse client logs.

Option 1: Collect client logs with the Send Error Report.

Step 1. Log an agent in.

Step 2. If an agent expereinces any problem during a call or media event, instruct the agent to click the Send Error Report link on the bottom right-hand corner of the finesse desktop.

Step 3. The agent sees the Logs Succesfully Sent! message.

Step 4. The client logs are sent to the Finesse server. Navigate to https://x.x.x.x/finesse/logs and log in with an adminstration account.

Step 5.  Collect the logs under the clientlogs/ directory.

Option 2: Set Persistent Logging

Step 1. Navigate to https://x.x.x.x:8445/desktop/locallog.

Step 2. Click Sign In With Persistent Logging.

     

         

 Step 3. The Cisco Finesse agent desktop login page opens. Log the agent in.

      

Step 4. All the agent desktop interaction is registered and sent to the local storage logs. To collect the logs, navigate to https://x.x.x.x:8445/desktop/locallog and copy the content into a text file. Save the file for further analysis.

.     

 Note: There is an existent caveat related to Persistent Logging. After persistent logging is enabled, the informaltion is not sent to the local storage logs. Cisco bug ID CSCvf93030 - Persistent logging fails to capture logs. Finesse 11.5(1) ES-2 onward.  For more information about this caveat and the steps to fix it, visit

Option 3: Web Browser Console

Step 1. After an agent logs in, press F12 to open the browser console.

Step 2. Select the Console tab.

Step 3.Check the browser console for the errors. Copy the content into a text file and save it.

Step 4. Select the Network tab, and check the Preserve log option.

Step 5. Right-click any of the netwok name events and select Save as HAR with content.

 

Finesse Server

Option 1: Via the User Interface (UI)  - Web Sevices (required) and additional logs

Step 1. Navigate to https://x.x.x.x/finesse/logs and log in with the adminstration account.

Step 2. Expand the directory webservices/

Step 3. Collect the last web service logs. Select the last unzip file. For Instance, Desktop-Webservices.201X-..log.zip. Click the file link and you see the option to save the file.

Step 4. Collect the other required logs (depend on the scenario). For instance, openfire for notification service issues, realm logs for authentication issue,and tomcatlogs for APIs issues.

Note:  The recommended method to collect the Cisco Finesse server logs is via Secure Shell (SSH) and Secure File Transfer Protocol (SFTP). This method does not only allow you to collect the webservices logs but all additional logs like, Fippa, openfire, Realm, and Clientlogs..

Option 2: Via  SSH and Secure File Transfer Protocol (SFTP)  - Recommended Option

Step 1.  Log in to the Finesse server with the Secure Shell (SSH).

Step 2. Enter this command in order to collect the logs you need. The logs are compressed and have a relative time of  2 hours. You are prompted to identify SFTP server where the logs are uploaded.

file get activelog desktop recurs compress reltime hours 2.

Step 3. These logs are stored on the SFTP server path: <IP address>\<date time stamp>\active_nnn.tgz , where nnn is timestamp in long format. 

Step 4. To collect additonal logs like tomcat, Context service, Servm and install logs, look at the Log Collection section of the Cisco Finesse Administration Guide

Cisco Finesse Administration Guide Release 11.5(1)

Note:  For more information about SFTP for Finesse transfer files, visit this document  Finesse Backup and Upgrade Configuration with SFTP

Trace Settings and Log Collection CVP and CVVB

 

CVP Call Server

The CVP CallServer  default level of traces is enougfh to troubleshoot most of the cases. However, when you need to get more detail on the Session Initiation Protocol (SIP) messages, you  need to set the SIP strack traces to the DEBUG level

Step 1. Navigate to the CVP CallServer Diag webpage URL http://cvp.cc.lab:8000/cvp/diag.

 Note:  This page provides good information about the CVP CallServer and it is very useful to troubleshoot certain scenarios.

  

Step 2. Select com.dynamicsoft.DsLibs.DsUALibs from the Serv. Mgr dropdown menu at the top left-hand corner

Step 3. Click the Set button.

Step 4.  Scroll down in the trace window in order to ensure that the level of traces has been set correctly. These are your debug settings.

Step 5. When you reproduce the problem, collect the logs from C:\Cisco\CVP\logs and select the CVP log file based on the time the problem occured.

CVP Voice XML (VXML) Application

In very rare circumstances you need to increase the level of traces of the VXML server applications. On the other hand,  it is not recommended to increase it unlesss a Cisco Engineer requests it.

To collect the VXML server application logs, navigate to the specific application directory under the VXML server, for example: C:\Cisco\CVP\VXMLServer\applications\{name of application}\logs\ActivityLog\ and collect the activity logs

CVP Operations and Administration Management ortal (OAMP)

Cisco Virtualized Voice Browser (CVVB)

In CVVB, a trace file is a log file that records activity from the Cisco VVB component subsystems and steps.

Cisco VVB has two main components:

•   Cisco VVB “Administration” traces termed as MADM logs
•   Cisco VVB “Engine” traces termed as MIVR logs

You can specify the components for which you want to collect information and the level of information that you want to collect.

Log Levels extend from:

  Debugging – Basic flow details to

  XDebugging 5 – Detailed level with Stack Trace

Warning: Xdebugging5 must not be enabled on production loaded system

The most common logs that you need to collect are the Engine. The default level of traces for the CVVB Engine tarces is enough to  troubleshoot most issues. However,  if you need to change the level of traces for a specific scenario, Cisco recommends that you use the pre-defined System Log Profiles

System Log Profiles
Name	Scenario in which this profile must be activated
DefaultVVB	Generic logs are enabled.
AppAdminVVB	For issues with web administration through AppAdmin, Cisco VVB Serviceability, and other web pages.
MediaVVB	For issues with media setup or media transmission.
VoiceBrowserVVB	For issues with handling calls.
MRCPVVB	For issues with ASR/TTS with Cisco VVB interaction.
CallControlVVB	For issues with SIP signaling related are published in the log.

Step 1. Open the CVVB  main page (https://X.X.X.X/uccxservice/main.htm) , navigate to Cisco VVB Serviceability page and log in with the administration account

Step 2.  Select Trace -> Profile

Step 3. Check the profile that you want to enable for the specific scenario and click the Enable button. For example enable the profile CallControlVVB for SIP related issues or MRCPVVB for issues related to Automatic Speech Recognition and Text to Speech (ASR/TTS) interaction.

You see the succesful message after you click the enable button.

Step 4.  After the problem is repoduced, collect the logs. Use the Real Time Monotor Tool (RTMT) that comes with the CVVB to collect the logs.

Step 5. Click on the Cisco Unified Real-Time Monitoring Tool icon on your Desktop ( If you have already download this tool from the CVVB)

Step 6. Provide the IP address of the VVB and click OK.

Step 7. Accept the Certificate information if displayed.

Step 8. Provide the credential and Click OK.

Step 9. If you receive a TimeZone mismatch Warning, click YES and continue.

Step 10. If you received the TimeZone error, RTMT possibly closes after you click on the Yes button. Please relaunch the RTMT tool.

Step 11. Leave the Default configuration selected and click on OK

Step 12. Select Trace & Log Central and then double click on Collect Files

Step 13. In the new open window, select the Engine and click Next

Step 14. Click Next again in the next window

Step 15. Select Relative Range and esure you select time to cover the time of your bad call

Step 16. On the Download File Options, Click Browse and select the directory where you want to save the file and click Open

Step 14. Once all is selected,  click on Finish button

Step 15. This collects the log files. Wait until you see confirmation message on RTMT

Step 16. Navigate to the folder where the traces are saved.

Step 17. The Engine logs are all that are required. To find them navigate to \<time stamp>\uccx\log\MIVR folder.

Trace Settings and Log Collection for CUBE and CUSP

CUBE (SIP)

Step 1. Set the logs timestamp and enable the logging buffer

#conf  t
service timestamps debug datetime msec
service timestamps log datetime msec
service sequence-numbers
no logging console
no logging monitor
logging buffered 5000000 7
end
clear logging

Warning: Any change on a production Cisco IOS® software GW can possibly cause an outage.

This is a very robust platform that can handle the suggested debugs at the provided call volume without issue. However, Cisco recommends that you:

• Send all logs to a syslog server instead of to the logging buffer:
  
  

  logging <syslog server ip>
  logging trap debugs

• Apply the debug commands one at a time, and check the CPU utilization after each one:
  
  

  show proc cpu hist

Warning:  If the CPU gets up to 70-80% CPU utilization, the risk of a performance-related service impact is greatly increased. Thus, do not enable additional debugs if the GW hits 60%

Step 2. Enable these debugs:

debug voip ccapi inout
debug ccsip mess
After you make the call and simulate the issue, stop the debugging:

Step 3. Reproduce the problem.

Step 4. Diasable the traces.

#undebug all

Step 5. Collect the logs.

term len 0
show ver
show run
show log

(cusp)> config
(cusp-config)> sip logging
(cusp)> trace enable
(cusp)> trace level debug component sip-wire

username <userid> create
username <userid> password <password>
username <userid> group pfs-privusers

These are the steps to set any of the UCCE component traces ( RTR process used as an example).

Step 1. Open the Diagnostic Frameowrk Portico from the server you need to set the traces. log in with the Administrator user.

Step 2. On the Commands section, navigate to  Trace  and select SetTraceLevel.

 

Trace Settings and Log Collection PCCE

PCCE has its own tool to setup trace levels. It is not applicable to UCCE environment where Diagnostic Framework Portico or system CLI  are the preferred ways to enable and collect logs.

Step 1. From PCCE AW server, open Unified CCE Web Administration  tool and Log in with the admin account.

Step 2. Navigate to System ->Log Collection.

Step 3. The Log Collection page opens.

Step 4. Click on , Trace Levels, a popup dialog loads

Step 5. Set trace Level to Detailed on CCE, leave it as No Change for CM, CVP. And click on Update Trace Levels

Step 6. Click Yes to acknowledge the Warning.

 

Step 7. After the problem is reproduced, open the Unified CCE Administration  and navigate back to System -> Log Collection.

Step 8. Select CCE and CVP in the Components pane.

Step 9. Select the appropriate Log Collection Time (default is the last 30min).

---

 Note:  Refresh the page for the End Time to update with the current time

Step 10. Click on Collect Logs and Yes to the dialog warning. The log collection starts. Wait few minutes before it finishes.

Step 11. Once finished, click on the Download button in the Actions column to download a zipped file with all logs in it.  Save the zip file in any location you find appropriate.