Cisco Finesse "send error report"

[chuck47172]

Cisco Unified CCX Administration

System version: 12.5.1.11001-348 (SU1-ES03)

Where does one get access to view the error repot that get generated when you click on "send error report" with the Finesse web page?

[bill.king1]

They're saved in a particular folder on the finesse server, this post goes into it in detail and has the link with more information.
https://community.cisco.com/t5/contact-center/finesse-logs-for-user-and-server/td-p/3065593
An updated link that is referenced in that post can be found here too, in case it helps you.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1201/Admin/guide/cfin_b_1201-administration-guide-release-1201/cfin_b_1201-administration-guide-release-1201_chapter_01100.html#reference_47F850F88D06F804... 

[chuck47172]

Thanks for the reply. The only URL in the old post that works for me is for collecting logs form the agent's PC.

https://<finesse FQDN>/desktop/locallog

That's good information to have but not what I'm looking for.

The updated link you sent for the admin guide is for release 12.0.

I'm on 12.5 and I did find a 12.5 admin guide here...

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1251/admin/guide/cfin_b_1251-administration-guide.html

but it makes no mention of the desktop client "send error report" function or where the output is located.

[david.macias]

I just tried this as it had been a long time since I looked at it (2013 to be exact https://dmacias.org/download-huge-cisco-finesse-logs/)

When a user presses the "Send Error Report" link you have to go to https://<uccx>:8445/finesse/logs and login. From there go to /clientlogs/ and search for the username of whoever clicked the error report. You will find a zip file that you can download.

david

[chuck47172]

Thanks for the reply. I tried that which resulted in a web page that said "Cisco Systems, Inc HTTP Status 404 - /finesse/logs" "type: status report, Message: finesse/logs, description: http 404"

[david.macias]

Did you forget the port?

[chuck47172]

I didn't forget the port. I go to https://<uccx>:8445/finesse/logs.
I get prompted to enter username and password.
I enter admin credentials.
Then I get the resulting web page that said "Cisco Systems, Inc HTTP Status 404 - /finesse/logs" "type: status report, Message: finesse/logs, description: http 404"

[bill.king1]

Hi, this may be a basic question, but have you checked to make sure all of the appropriate services are started/showing in service and not partial for instance?

[chuck47172]

I have not checked services. Which services would relate to this?

[bill.king1]

I just meant in general, that type of wierd website not available seems strange.
Are you able to get to the logs via SFTP as a backup like mentioned here https://www.cisco.com/c/en/us/support/docs/contact-center/unified-contact-center-enterprise-1251/218125-set-traces-and-collect-logs-in-cce.html

I know that's for UCCE but I imagine the one step would still be relevant.

[pwenger]

Hi

Have you ever solved this issue? I'm running 12.5.1.11003-511 (su3-ES06) and even after a reboot I got a 404 when trying to access the logs via browser.

Regards

Peter

[bill.king1]

@pwenger , is this for persistent logging, or when agent hits the button, or no logs at all in any scenario that you try and create them?

Do you see them if you look for them via other methods like in the link I posted?

[pwenger]

@bill.king Well, at the moment I'm only interested when the agent hits the "Send Error Report" button. I can access the URL and login, but then the 404 hits me.

The logs are sent as I can find them via RTMT or CLI.

[bill.king1]

So you're trying something like http:IPofFinesse/finesse/logs/clientlogs and you don't see anything after logging in aside from the 404 error? Did you try both Finesse servers for instance, and/or try by IP as well as FQDN?

[chuck47172]

I opened a TAC case, and they couldn't get it to work in their lab on 12.5 either.

Here's what they directed me to do to troubleshoot the issue I was having.

No need to check the URL you can follow the below to collect the required logs:

step one:

navigate to the uccx serviceability >> trace >> configuration then enable the below traces:

Engine:

Eng: Debugging

SS_TEL: Debugging, XDebug1

SS_RMCM: Debugging, XDebug1

ICD_CTI: Debugging, XDebug1

Cisco Unified CCX Administration

LIB_AXL: Debugging

REST_CLIENT: Debugging

LIB_CFG: Debugging

ADM_CFG: Debugging

Step two:

Inform the agent that once the issue happens again to press on “send error report” on the finesse page.

Step three:

Navigate to the RTMT and collect the following logs:

Engine logs.

Administration logs.

Finesse logs.

JTAPI client logs.

Event viewer – application logs.

Event viewer – system log.

These logs will be enough to troubleshoot this issue.