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Chapter 5: VoiceXML 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, Unified 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 VoiceXML 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, Unified 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 VoiceXML Server.
Additionally, Unified CVP provides supporting tools and an Operations Console which can be
used to manage VoiceXML Server loggers.
used to manage VoiceXML Server loggers.
VoiceXML Server Logging
Unified CVP VoiceXML Server maintains three log file types that are used for VoiceXML
Server-specific information: a call log that keeps track of calls made to the system, a VoiceXML
Server administration history log that keeps track of VoiceXML Server-level administration
activities, and a call error log that lists errors that occur on the VoiceXML Server level (as
opposed to the application level). These logs are stored in the
Server-specific information: a call log that keeps track of calls made to the system, a VoiceXML
Server administration history log that keeps track of VoiceXML Server-level administration
activities, and a call error log that lists errors that occur on the VoiceXML Server level (as
opposed to the application level). These logs are stored in the
logs
folder of VoiceXML Server.
For an overview of Unified CVP logging please refer to the Configuration and Administration
Guide for Cisco Unified Customer Voice Portal.
Guide for Cisco Unified Customer Voice Portal.
The Call Log
The call log records a single line for every application visit handled by an install of Unified CVP
VoiceXML Server. Most calls will begin and end in a single application so in that case a line in
the call log is equivalent to a physical phone call. For situations where one Unified CVP
application performs an application transfer to another Unified CVP application, a separate line
will be added to the call log for each application visit, despite the fact that they all occur in the
same physical call. Since each application visit is logged separately in each application’s own
log file, the call log provides a way to stitch together a call session that spans multiple
applications. The call log file names are in the form “call_logYYYY-MM-DD.txt” where
YYYY, MM, and DD are the year, month, and day when the call log was first created and can be
VoiceXML Server. Most calls will begin and end in a single application so in that case a line in
the call log is equivalent to a physical phone call. For situations where one Unified CVP
application performs an application transfer to another Unified CVP application, a separate line
will be added to the call log for each application visit, despite the fact that they all occur in the
same physical call. Since each application visit is logged separately in each application’s own
log file, the call log provides a way to stitch together a call session that spans multiple
applications. The call log file names are in the form “call_logYYYY-MM-DD.txt” where
YYYY, MM, and DD are the year, month, and day when the call log was first created and can be