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ICM / CVP Log Reading

shreyashdadheech
Beginner
Beginner

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

2 REPLIES 2

Edwin Vos
Enthusiast
Enthusiast

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
Beginner
Beginner

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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