UCCX 8.5 - Script troubleshooting

[ivana vidakovic]

Hi everyone,

I have a up and running contact center for which I would like to trace phone calls after they've passed through the scripts, hop by hop. Is this possible with RTMT (or any other way) and how do I collect the logs? Do I have to enable anything on the UCCX? Thanks

Best regards,

Ivana

[Anthony Holloway]

EDIT: You may also be interested in this post of mine:

https://supportforums.cisco.com/document/13050181/uccx-viewing-executed-script-steps-cli

You would need to enable Engine Debugging under CXX Serviceability Trace Configuration, and then you would pull the Engine (MIVR) logs post call and search for:

Call.attributed

Example:

...Call.attributed() JTAPICallContact[id=21060,implId=284277...App name=main-aa...cn=2005,dn=2008...

This line will hve the calling number and the application name so you know if this is the call you're looking for.  Copy the ID from this line, which is the Call ID.

21060

Then look for this line just below it:

...CallID:21060 MediaId:284277/6 Task:29000020952...

Now take that Task ID and look for these lines:

...Execute step of Task 29000020952...

Example:

...Execute step of Task 29000020952 : Accept (--Triggering Contact--)

...Execute step of Task 29000020952 : Get Call Contact Info (--Triggering Contact--)

...Execute step of Task 29000020952 : Menu (--Triggering Contact--, greeting)

I hope that helps.

Anthony Holloway

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