Cisco Cisco Computer Telephony Integration Option 9.0 Troubleshooting Guide
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CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Cisco CTI OS Release 7.2(1)
A P P E N D I X
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Obtaining Logs for Support
When you report a problem to Cisco, Cisco personnel will ask that you supply certain details about that
problem. You should be prepared to provide Cisco with the following details about your problem when
you call.
problem. You should be prepared to provide Cisco with the following details about your problem when
you call.
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At exactly what time did the problem happen?
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What was the agent ID of affected agent?
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What was the device ID of affected device?
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What was the call ID of affected call?
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What was the affected agent doing prior to the failure?
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What buttons if any were pressed, and what buttons were enabled?
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Was a call in the grid at the time, and was the call on the hard phone?
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What was the call flow?
In addition, Cisco will usually require logs in order to troubleshoot a problem. It is best to collect all of
the following logs for the timeframe when the problem occurred.
the following logs for the timeframe when the problem occurred.
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CTI Toolkit
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CTI OS server
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CTI server
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PIM
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OPC
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JTAPI Gateway (only if using IPCC)
Include logs for all of the relevant servers, including both sides of a duplexed system.
The following sections discuss CTI OS Server and CTI Toolkit logs and trace levels. See the ICM
Administration Guide for Cisco ICM Enterprise Edition for information on other logs.
Administration Guide for Cisco ICM Enterprise Edition for information on other logs.
Taking CTI OS Server Logs
The trace log location for the server processes can be found under the following directory:
<drive>:\ICM\<customer_instance>\CTIOS1\logfiles