Enable detailed level logging on Cisco MPP Phones

[Priyam Acharya]

When you need to collect Problem Report (PRT) files from the MPP Phones, then you will need to enable logging to debug and then recreate the issue. By default the logging level is set to Standard and this doesn't hold much information which is required for reviewing details of the device. Hence always set the debugging level to detail. Always remember to reboot the phone after making this change, for the phones to pickup this new update change in the configuration file.

Here are the steps you need to follow:

1. Login to Control Hub

2. Go to Devices and select the MPP Phone where you want to make the changes:

 3. Scroll down to Device Settings and Click Manage:

4. Under Device Settings >> Select Define custom device settings radio button. Scroll down and search for Default Logging Level

5. Change the Default Logging Level to Debugging and Save 

6. Reboot the phone and then recreate the issue once it is back up.

7. Send PRT files from the phone:
Once done, if the Cisco device is registered to Webex Calling, you can generate and send the PRT to us from the device directly. To create and upload the PRT, on the MPP phone which the PRT is needed from:

• select the 'cog'/Gear or Settings button
• select 'status' (entry 9)
  
• select 'Report problem' (entry 4)
• Check date and time, and select a relevant 'Problem description'
• Select 'Submit'

8. Or else, you can generate the PRT files from Control Hub for the device"

• Control Hub >> Select Devices >> Select the device
• Click Support >> Device Logs >> Manage and Generate new logs.
• Download the logs and attach it to the case.