ICM / CVP Log Reading

[shreyashdadheech]

Hi People, 

I am asking for help in understanding ICM/ CVP logs. 

How to start with reading logs in UCCE . Is there any document/ help available. 

Thanks

Shreyash

[Edwin Vos]

Hello,

CVP logs always need to be adjusted before you are able to see the important items. Use https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-enterprise-1151/212635-how-to-set-traces-and-collect-ucce-logs.html for both the CVP and UCCE logs.

A good tool to use to get ladder diagrams on SIP messaging from CVP and gateway/Cube side is Translator-X. Makes it a lot more readable.

Mind Contact Center Enterprise comprises a lot of components. Knowing what is going on at which point of the call/chat/mail is essential. Without this you will drown in logs. Make sure you use RTMT and add all items on UCCE/CUCM and Unity Connection to the RTMT analysis manager. Simplifies the log collection and makes sure all times are correct.

Cheers,

Edwin Vos

Senior Voice Engineer 

[Muhammed Ashiq]

My suggestion is to test a call and write the timestamp on each step(Call Answered,IVR Play,Transfer,Agent Answer,Call end etc.)

Then go through the different component logs.

CVP --> C:CISCO/CVP/Logs

VRU PG --> PIM Logs

Router --> rtr Logs

Agent PG --> CTI,Pim