Which Unity Connection Trace Do I Need?

[kylebrogers]

The customer is using CUC 12.5.1.13900-35
I need to figure out which trace/log to use to see specific details about a given message.  
Specifically a lot that shows that a caller started leaving a message at X time and that the message stopped recording because of Y reason.  
I have some users reporting a problem with some callers "getting cut off" by CUC while leaving their message.  It cuts them off and gives them the "to keep this message..." message as if it thought they were done speaking.  I believe the callers are pausing long enough to hit the Trailing Silence Timeout, which is already maxed out at 5000ms and VAD is disabled (though they should be using G711 everywhere anyway).  
There is a trace in CUC that will show the reason a recording stops and if it's due to silence it will state that but I can't remember which trace it is and I'm hoping someone knows.  

Thank you in advance,
Kyle

[Brad Magnani]

Hi Kyle,

In case you didn't get anywhere with this, you can enable the following traces.

Macro Traces: Call Flow, Call Control, Conversation Traces

Micro Traces: Mixer - all levels

If it's an RTP issue, you'll also need a packet capture running during the issue to confirm if audio stopped arriving (if that's truly the cause).  If it's easily reproducible, you can run a single capture:

utils network capture file AudioDrop count 100000 size all

Otherwise, you may need to enable a rotating capture to be able to increase your chances of catching a report, and if you have a cluster, they'd have to be running on both servers if you're not sure which server the call may hit:

utils network capture-rotate file PubrotateCAP sizeperfile 25 maxfiles 250 size all
utils network capture-rotate file SubrotateCAP sizeperfile 25 maxfiles 250 size all

Grab the following from RTMT:
Connection Conversation Manager

Connection Mixer

Packet Capture Logs

Hope that helps,

Brad

[kylebrogers · Accepted solution]

Thanks for the info.  We figured it out but this will definitely be helpful in the future if I need to get detailed logging for message issues.

In case anyone else runs across this, it was a telco issue in our case.  After getting AT&T involved, they determined that they had VAD running on their BVOIP router and needed to turn it off.  As soon as they turned it off on their router, the problem disappeared.