Cisco Cisco Unified Customer Voice Portal 11.0(1) User Guide
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OGGING
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User Guide
Chapter 5: Server Logging
Logging plays an important part in voice application development, maintenance, and
improvement. During development, logs help identify and describe errors and problems with the
system. Voice applications relying heavily on speech recognition require frequent tuning in order
to maximize recognition effectiveness. Voice application design may also be changed often,
taking into account the behaviors of callers over time. The more information an application
designer has about how callers interact with the voice application, the more that can be done to
modify the application to help callers perform their tasks faster and easier.
improvement. During development, logs help identify and describe errors and problems with the
system. Voice applications relying heavily on speech recognition require frequent tuning in order
to maximize recognition effectiveness. Voice application design may also be changed often,
taking into account the behaviors of callers over time. The more information an application
designer has about how callers interact with the voice application, the more that can be done to
modify the application to help callers perform their tasks faster and easier.
For example, a developer could determine the most popular part of the voice application and
make that easier to reach for callers. If a large proportion of callers ask for help in a certain part
of the application the prompt might need to be rewritten to be clearer. After analyzing the
utterances of various callers the effectiveness of grammars can be determined so that additional
words or phrases can be added or removed. None of this is possible without detailed logs of
caller behavior. While each component of a complete IVR system such as the voice browser and
speech recognition system provide their own logs, CVP VoiceXML Server provides logs that tie
all this information together with the application logic itself. This chapter explains everything
having to do with logging on the Server.
make that easier to reach for callers. If a large proportion of callers ask for help in a certain part
of the application the prompt might need to be rewritten to be clearer. After analyzing the
utterances of various callers the effectiveness of grammars can be determined so that additional
words or phrases can be added or removed. None of this is possible without detailed logs of
caller behavior. While each component of a complete IVR system such as the voice browser and
speech recognition system provide their own logs, CVP VoiceXML Server provides logs that tie
all this information together with the application logic itself. This chapter explains everything
having to do with logging on the Server.
Log Files
CVP VoiceXML Server maintains five types of log files on the system. They fall under three
categories, logs of caller behavior within an application, logs of general information, and
administration script activity logs. Application-specific logs (including application-level
administration logs) are stored in the
categories, logs of caller behavior within an application, logs of general information, and
administration script activity logs. Application-specific logs (including application-level
administration logs) are stored in the
logs
folder of that particular application. System-level logs
(including Server-level administration logs) are stored in the
logs
folder of Server.
Each log is “rotated” on a daily basis. This means that each day calls are received, a new log is
created and appended to. The format for the log filenames is “LOGNAMEYYYY-MM-DD.txt”
where the LOGNAME is the name of the appropriate log file and the current day is listed with a
four digit year, month, then day separated by dashes. Rotating logs allows the administrator to
analyze the caller behavior of a range of time by simply selecting the appropriate days. It also
allows the administrator to delete or move older log files from the system while Server is running
without affecting the logging for new calls. CVP VoiceXML Server itself does not remove or
overwrite old log files. Since log files are not purged by the system, it is the responsibility of the
administrator to maintain necessary log file management. This becomes necessary for high
volume systems since log files can take a significant amount of disk space depending on the
detail stored in them. Note that if nothing occurs that would update the log in a particular day, no
log file will be created.
created and appended to. The format for the log filenames is “LOGNAMEYYYY-MM-DD.txt”
where the LOGNAME is the name of the appropriate log file and the current day is listed with a
four digit year, month, then day separated by dashes. Rotating logs allows the administrator to
analyze the caller behavior of a range of time by simply selecting the appropriate days. It also
allows the administrator to delete or move older log files from the system while Server is running
without affecting the logging for new calls. CVP VoiceXML Server itself does not remove or
overwrite old log files. Since log files are not purged by the system, it is the responsibility of the
administrator to maintain necessary log file management. This becomes necessary for high
volume systems since log files can take a significant amount of disk space depending on the
detail stored in them. Note that if nothing occurs that would update the log in a particular day, no
log file will be created.
Most log files are comma-delimited, making them simple to import into databases, spreadsheets,
and reporting packages. The only log that is not comma-delimited is the application-specific
error logs, which are not designed to be exported.
and reporting packages. The only log that is not comma-delimited is the application-specific
error logs, which are not designed to be exported.
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