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AMA-CUCM Troubleshooting: Best Practices for Reading Trace Files

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Beginner

Finesse logs for user and server

How to collect logs from user PC for finesse user

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

Click on “sign in with persistent logging” option in the screen
And attempt login. Once issue is reproduced, open another tab and browse to the above URL. We should ideally see client side logs being written there. Can you copy that to a notepad and email it to me?

How to find details about user  

https://<finesse FQDN>//finesse/api/User/XXXX Where XXXX - Finesse ID (here 1234)

https://<finesse FQDN>//finesse/api/User/1234

<User>
<dialogs>/finesse/api/User/1234/Dialogs</dialogs>
<extension>1234</extension>
<firstName>User_firstname</firstName>
<lastName>User_lastname</lastName>
<loginId>1234</loginId>
<loginName>1234</loginName>
<mobileAgent>
<dialNumber>XXXX-XXXX-1234</dialNumber>
<mode>CALL_BY_CALL</mode>
</mobileAgent>
<pendingState/>
<reasonCodeId>-1</reasonCodeId>
<roles>
<role>Agent</role>
<role>Supervisor</role>
</roles>
<settings>
<wrapUpOnIncoming>REQUIRED</wrapUpOnIncoming>
</settings>
<state>NOT_READY</state> <--- Current state
<stateChangeTime>2017-01-27T13:03:01.832Z</stateChangeTime>
<teamId>1001</teamId>
<teamName>Newspaper_Goa</teamName>
<teams>
<Team>
<id>1001</id>
<name>ABCDEFGHI</name>
<uri>/finesse/api/Team/1001</uri>
</Team>
<Team>
<id>1001</id>
<name>Newspaper_Goa</name>
<uri>/finesse/api/Team/1001</uri>
</Team>
</teams>
<uri>/finesse/api/User/1234</uri>
</User>

How to collect logs from finesse server

https://<finesse FQDN>/cfadmin

How to collect logs from finesse server

https://<finesse FQDN>/finesse/logs

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I will keep you updated on this link, if you have any question please let me know

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3 REPLIES 3
Beginner

Re: Finesse logs for user and server

Hello,

I have a question on the "Send Error Report" from Finesse 11.6.2:

 

When an Agent clicks on that "Send Error Report" button... how do I access the logs from this particular Agent and their Error Report?

 

Thank you,

Kamil

 

VIP Collaborator

Re: Finesse logs for user and server

Hi there

 

Once the agent submits the logs, these logs cab be found in the clientlogs folder on the Finesse server.

 

To get the logs, check the Log Collection Section

 

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1151/installation/guide/CFIN_BK_C340F55E_00_cisco-finesse-installation-upgrade-1151/CFIN_BK_C340F55E_00_cisco-finesse-installation-upgrade-1151_appendix_0...

 

 

Hope this Helps

Cheers
Rath!
***Please rate helpful posts***

 

 

Beginner

Re: Finesse logs for user and server

Thank You Rath! Much appreciated, this helps a lot.
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