12-15-2020 11:27 AM
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
12-15-2020 11:33 PM
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
06-28-2021 05:15 AM
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
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