Understand UCCX Tracing Levels

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Updated:November 21, 2023
Document ID:210888

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    Introduction

    This document provides the list of relevant logs and also the tracing levels for some of the common issues seen in the field. The aim of the document is to ensure that the reader is in the position to collect the right set of logs when the issue is occuring so that the resolution time is reduced and the chance of a root cause is increased.

    Administration

    Component/Issue Log files Log levels Component to select in RTMT

    Installation and Upgrade

    • Fresh Install

    system-history.log

    uccx-install.log

    hostname_date-time_install.log

    		 Default log level Install and Upgrade

    Installation and Upgrade

    • Switch version failure
    • Upgrade failures

    system-history.log

    uccx-install.log

    hostname_date-time_install.log

    CLI Location: file list install *

    		 Default log level

    Install and Upgrade

    Cisco Unified CCX Database

    DRF Backup and Restore

    • Backup failure
    • Restore failure
    • Check status or validity of a backup

    After each Backup or Restore ,the logs are displayed on DRFGUI for immediate reference

    CLI Location : file list activelog platform/drf/log/*

    		 Default log level Cisco UCCX DRF and Cisco DRF Master and Cisco DRF local

    UCCX Licensing

    • License installation failure
    • License package verification
      

    MIVR

    CLI Location : file list activelog uccx/log/MIVR/*

    		 LIB_LICENSE enabled upto XDebug3  

    Cisco Unified CCX Engine

    MADM

    CLI Location : file list activelog uccx/log/MADM/*

    		  Cisco Unified CCX Administration

    MCVD (if 2 node cluster)

    CLI Location : file list activelog uccx/log/MCVD/*

    Cisco Unified CCX Cluster View Daemon

     

    High Availability

    • UCCX Failover
    • Island mode
     

    MCVD

    		 Default log level 

    Cisco Unified CCX Cluster View Daemon

    MIVR

    		  

    Cisco Unified CCX Engine

     
    Application Administration login issues

    MADM

    ADM_CFG: XDebug2

    LIB_AXL: XDebug2

    		 Cisco Unified CCX Administration
    Application Administration Configuration issues

    MADM

    ADM_CFD: XDebug2

    LIB_CFG:XDebug2

    		 Cisco Unified CCX Administration

    Issues with configuration of agents, CSQs or teams

    • Team asignment failure
    • Reskilling failure
    • Updated configuration not being used by the system

    MIVR

    SS_RM: XDebug1

    LIB_CFG: XDebug1

    ICD_RTDM: XDebug1

    Cisco Unified CCX Engine

    MADM

    		   Cisco Unified CCX Administration
    File manager related issues: upload of prompts, documents etc. from the application administration page

    MADM

    ADM_CFD: XDebug2

    LIB_DATABASE: XDebug2

    FILE_MGR: XDebug2

    		 Cisco Unified CCX Administration
    Command Line Interface related issues

    MCLI

    CLI Location : file list activelog uccx/log/MCLI/*

    (OR)

    CLI Location : file list activelog platform/cli/*

    Default log level

    		 Cisco Unified CCX CLI / Cisco ControlCenter CLI / IPT Platform CLI

    Inbound voice calls

    Component/Issue Log files Log levels Component to select in RTMT

    Core ICD

    • Call drops
    • Call routing to wrong destination
    • Call completion failure
    		 MIVR

    ICD_CTI - Xdebug1

    SS_CM: XDebug1

    SS_RM: XDebug1

    Cisco Unified CCX Engine
    JTAPI Check/Enable WARNING, INFORMATIONAL, DEBUG, JTAPI_DEBUGGING, JTAPIIMPL_DEBUGGING, CTI_DEBUGGING, CTIIMPL_DEBUGGING Cisco Unified CCX JTAPI Client
    CTI(SDI & SDL) and CCM (SDI & SDL) logs from the correct Call Manager node that has the logs for the specific call that has issue  Detailed

    CTI Manager

    Call Manager

    (connect RTMT to CUCM cluster)
     RmCm subsystem stuck in a state apart from IN_SERVICE  MIVR SS_RMCM: XDebug4  UCCX Engine
    Call stuck in queue MIVR

    SS_CM: XDebug1

    SS_RM: XDebug1

    SS_TEL: XDebug1

    ICD_RTDM: XDebug1

    		 UCCX Engine
    Agent stuck in any state

    Finesse client side logs

    Finesse Webservices

    Realm logs

    Instruct agent to click on Send Error Report

    		 Cisco Finesse
    MIVR

    SS_CM: XDebug1

    SS_RM: Xdebug1-4

    SS_TEL: XDebug1

    ICD_CTI: XDebug1

    		 UCCX Engine
    Transfer and Conference failure of an ICD call   MIVR

    SS_CM: XDebug1

    SS_RM: XDebug1

    SS_TEL: XDebug1

    ICD_CTI: XDebug1

    		  UCCX Engine
    JTAPI

    Check/Enable WARNING, INFORMATIONAL, DEBUG, JTAPI_DEBUGGING, JTAPIIMPL_DEBUGGING, CTI_DEBUGGING, CTIIMPL_DEBUGGING

    		 Cisco Unified JTAPI Client

    Call failures

    Abandoned calls

    Note:This is the case when the reason for abandoned calls is to be investigated, not just to check why you see abandoned calls on the CUIC report.

         		 MIVR

    SS_CM: XDebug1

    SS_RM: XDebug1

    SS_TEL: XDebug1

    		  UCCX Engine 
    JTAPI

    Check/Enable WARNING, INFORMATIONAL, DEBUG, JTAPI_DEBUGGING, JTAPIIMPL_DEBUGGING, CTI_DEBUGGING, CTIIMPL_DEBUGGING

    		  Cisco Unified JTAPI Client
    Call failure during script execution MIVR

    SS_CM: XDebug3

    SS_TEL: XDebug3

    ENG: XDebug5

    STEP_ICD: XDebug4

    		  UCCX Engine 
    Call errors involving VXML document interaction MIVR

    SS_CM: XDebug3

    SS_TEL: XDebug3

    ENG: XDebug5

    STEP_ICD: XDebug4

    SS_VB: XDebug5

    UCCX Engine 

    Packet capture on the UCCX server, capturing traffic between UCCX and the VXML server
    Media related issues with call. Example: choppy audio, prompt garbled MIVR

    LIB_MEDIA: Debug, Xdebug1

     UCCX Engine 
    IPVMS

    On the CLI, run the command 'show media streams count 5 sleep 5 trace' when the issue is occuring

    These can be viewed using:"file view activelog /platform/log/mediainfo.txt"
    Syslog messages

    N/A

    Syslog
    Call issues related to ASR/TTS      

    Outbound voice calls

    Component/Issue Log files Log levels Component to select in RTMT

    Outbound campaign dialling issues:

    • Calls not dialed out as expected
    • Agents not receiving calls as expected                          
    		 MIVR                

    SS_OB: Debug, XDebug2

    SS_RM: Debug, XDebug1

     UCCX Engine 

    Dialing list upload/modification failure

    		 MIVR  CFG_MGR: XDebug1

     UCCX Engine 

    Agent seeing incorrect information

    		 MIVR ICD_CTI: Xdebug1

    UCCX Engine

    Finesse/CAD specific agent side logs

    UCCX Scripting

    Component/Issue Log files Log levels Component to select in RTMT

    UCCX Script Editor behavioral issues (not when working in Anonymous mode)

    that involves interaction with the UCCX server

         		 MIVR       

    UCCX Unified CCX Editor

    EDT: Debugging

    Generic: Debugging

    If issue is specific to a step, set the debug level for that step to Debugging

    UCCX Engine 

     

    UCCX Engine

    ENG: Debugging, XDebug1

    EXPR_MGR: Debugging, XDebug1

    If issue is specific to a step, set the debug level for that step to Debugging

    Issues with script execution:

    • Get information on the logic of script execution
    • Script execution failures
    		 MIVR

    SS_CM: XDebug1

    SS_RM: XDebug1

    SS_TEL: Debugging

    ENG: XDebug1

    UCCX Engine 
    Script editor installation failure (client side issues)      

    Agent Desktop

    Finesse

    Component/Issue Log files Log levels Component to select in RTMT

    Agent login failure

    Agent state change issues

    		 MIVR

    SS_CM: Debugging, XDebug1

    SS_RM: Upto XDebug4

    Eng: Debugging

    SS_TEL: Debugging, XDebug1

    SS_RMCM: Debugging, XDebug1

    ICD_CTI: Debugging, XDebug1

    UCCX Engine 
    MADM

    LIB_AXL: Debugging

    REST_CLIENT: Debugging

    LIB_CFG: Debugging

    ADM_CFG: Debugging

    		 Cisco Unified CCX Administration
    Cisco Finesse: webservices/realm/openfire/localhostaccess logs Default logging Cisco Finesse                   
    Live Data isses on the Finesse Desktop SocketIO Debugs Service, Data Processing, Communication: Debug Cisco Unified CCX Socket IO
    MIVR

    For 11.0:

    SS_RM: Upto XDebug5

    For 11.5:

    SS_ROUTENQUEUE: Upto XDebug5

    UCCX Engine 

    For all agent side issues such as Finesse client losing connectivity, collect Finesse client logs and also use local logging as shown in here:

    Cisco Agent Desktop (CAD/CSD)

    Component/Issue Log files Log levels Component to select in RTMT

    CAD client side issues:

    • Installation and upgrade failure
    • Agent state change issues
    • Unable to see right information on the agent desktop
    • Other errors on the screen
    		 Client logs from C:\Program Files\Cisco\Desktop\log

    Open C:\Program Files\Cisco\Desktop\config\Agent.cfg

    Set the following:

    [Program Log]

    Size=10MB

    Files=10

    Threshold=TRACE

    		 Logs from the Agent' PC

    CSD client side issues:

    • Installation and upgrade failure
    • Unable to see right information on the  desktop
    • Other errors on the screen
    		 Client logs from C:\Program Files\Cisco\Desktop\log

    Open C:\Program Files\Cisco\Desktop\config\Supervisor.cfg

    Set the following:

    [Program Log]

    Size=10MB

    Files=10

    Threshold=TRACE

    		  Logs from the Supervisor's PC

    Cisco Desktop Administrator (thick client)

    		 Client logs from C:\Program Files\Cisco\Desktop\log

    Open C:\Program Files\Cisco\Desktop\config

    Administrator.cfg and SplkView.cfg

    Files=10

    Size=10000000

    		  Logs from the Administrator's PC 

    More information about the logs and the information that needs to be collected can be found under the Configuration Files and Logs section: http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/troubleshooting/guide/cad85ccxtg-cm.pdf

    Reporting and Database

    Component/Issue Log files Log levels Component to select in RTMT

    Database related issues:

    • Replication failure
    • UCCX Database corruption
    • UCCX Database start-up message
    		 Database logs Default log levels Cisco Unified CCX Database

    Historical Reports missing data

    - Calls not being written into the database

    - Data missing for a few days

    		 MIVR

    CRA_HRDM: Debuging, XDebug1

    ICD_CTI: Debugging, XDebug1

    SS_RM: Debuging, XDebug1

    SS_CM: Debuging, XDebug1

    SS_TEL: Debuging, XDebug1

    SS_RMCM: Debuging, XDebug1

    UCCX Engine 
    Real Time Reporting (the one on the AppAdmin page) MIVR

    CRA_HRDM: Debuging, XDebug1

    ICD_CTI: Debugging, XDebug1

    SS_RM: Debuging, XDebug1

    SS_CM: Debuging, XDebug1

    SS_TEL: Debuging, XDebug1

    SS_RMCM: Debuging, XDebug1

    UCCX Engine 

     

    Chat/Email

    Component/Issue Log files Log Level Component in RTMT
    Email/Chat Issues MIVR and MADM MIVR: SS_CHAT and SS_ROUTEANDQUEUE to Xdebugging
    MADM:UCCX_WEBSERVICESxdebug2                                                    SM : Runtime/CCPAPI/CCPPUBLICAPPS at default level    		 Cisco Unified CCX Administration /Cisco Unified CCX engine

    SocialMiner Logs

    #

    Module

    		 Role/Responsibility

    File Pattern

    Path/URL

    		 RTMT Choice

    1

    SocialMiner Runtime
    • Getting social contacts from facebook/twitter/RSS etc
    • Running Filters
    • Triggering notification rules (HTTP/XMPP/Email/CCE)
    • Interaction with MR PG (CCE)

    CCBU-runtime.*.startup.log
    Error-runtime.*.startup.log

    https://<SocialMiner Server IP/Host>/ccp-webapp/logs/runtime/

    		 Socialminer Runtime Service

    2

    SocialMiner API
    • Rest APIs
    • Reply Templates
    • XMPP Event publishing

    CCBU-ccpapi.*.startup.log
    Error-ccpapi.*.startup.log

    https://<SocialMiner Server IP/Host>/ccp-webapp/logs/ccpapi/

    		 Socialminer Rest API

    3

    SocialMiner Public Apps
    • Public facing proxy to reach SocialMiner
    • Exposes restricted set of Rest APIs
    • Typically used by Chat and Callback

    CCBU-ccppublicapps.*.startup.log
    Error-ccppublicapps.*.startup.log 

    https://<SocialMiner Server IP/Host>/ccp-webapp/logs/ccppublicapps/

    		 Socialminer Public Rest API

    4

    SocialMiner Datastore (Cassandra)
    •  Contact Storage

    ccp-ds-storage.startup.log

    https://<SocialMiner Server IP/Host>/ccp-webapp/logs/ccp-ds-storage/

    		 SocialMiner Datastore Service

    5

    SocialMiner Indexer (Solr)
    •  Contact search and query performance

    ccp-ds-indexer.request.*.log

    https://<SocialMiner Server IP/Host>/ccp-webapp/logs/ccp-ds-indexer/

    		 SocialMiner Indexer Service

    6

    SocialMiner XMPP Server
    •  XMPP eventing
    •  Chatrooms for chat contacts

    *.log

    https://<SocialMiner Server IP/Host>/ccp-webapp/logs/ccp-xmpp-server/ 

    		 Socialminer XMPP Service

    7

    SocialMiner ORM
    • Interact with Informix DB
    • Manage configurations like feeds, filters, notifications, campaigns, etc
    • Historical reporting record for CUIC

    CCBU-orm.*.startup.log
    Error-orm.*.startup.log

    https://<SocialMiner Server IP/Host>/ccp-webapp/logs/orm/

    		 Socialminer ORM Service

    8

    Cisco Tomcat
    •  General Tomcat logging

    *.log

    https://<SocialMiner Server IP/Host>/ccp-webapp/logs/tomcat/

    Cisco Tomcat (System Services)

    9

    Cisco Tomcat (Token Authentication)
    •  Token Authentication related details - used by the chat reply template

    localhost.*.log

    https://<SocialMiner Server IP/Host>/ccp-webapp/logs/tomcat/

    Cisco Tomcat (System Services)

    10

    SocialMiner System Health Snapshot

    Can be accessed via SocialMiner's Administration tab > System Administration > System Logs > System Health Snapshot

    Direct URL : http://<socialminer_hostname>/ccp-webapp/ccp/serviceability/SocialMinerSystemHealth.xml?category=all

    Revision History

    Revision Publish Date Comments
    2.0
    21-Nov-2023
    Initial Release
    1.0
    15-May-2017
    Initial Release
    TAC Authored

    Contributed by Cisco Engineers

    • Jayant Suneja
      Cisco Engineering
    • Karla Pelcastre
      Cisco TAC
    • Jorge Omar Flores Hernandez
      Cisco TAC

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