Cisco Cisco Computer Telephony Integration OS 8.5 Reference Guide
5-3
Cisco ICM Software CTI Driver for Siebel 7 Reference Guide Release 6.0(0)
Chapter 5 Troubleshooting and Testing
Locating Siebel Client Logs
Use the following guidelines to troubleshoot the ControlFailureConf error when
using the Service:AutoLogout parameter:
using the Service:AutoLogout parameter:
•
On Aspect, IPCC, and Spectrum, the agent should be in the NotReady state
in order to log out; otherwise, when the Siebel application closes a
ControlFailureConf error occurs.
in order to log out; otherwise, when the Siebel application closes a
ControlFailureConf error occurs.
•
On most switches, the agent can not log out while in the Talking state.
•
AutoLogout might fail if the AutoLogoutReasonCode is not provided or was
entered incorrectly.
entered incorrectly.
Note
The above cases where ControlFailureConf occurs should be considered normal
behavior.
behavior.
Locating Siebel Client Logs
Each Siebel CTI user has a separate Siebel SCOMM log with the naming
convention SCOMM_<Siebel User Name>.log. These logs are very useful for
troubleshooting purposes.
convention SCOMM_<Siebel User Name>.log. These logs are very useful for
troubleshooting purposes.
The location of these logs depends on which type of Siebel client you are using.
(Refer to the Siebel documentation set for more details.)
(Refer to the Siebel documentation set for more details.)
•
Siebel Dedicated client: SCOMM logs are located in the
<SiebelRoot>/Client/LOG directory.
<SiebelRoot>/Client/LOG directory.
•
Siebel Thin client: SCOMM client logs are located in the
<SiebelRoot>/Siebsrvr/LOG directory.
<SiebelRoot>/Siebsrvr/LOG directory.
Using Siebel Macros
Using Siebel Macros on Login
If the Siebel @UserName macro is specified on the Login command, it is easier
to read the Driver log because most of the lines have the Siebel user name printed
in the front; otherwise, you need to search for it by AgentID/Extension.
to read the Driver log because most of the lines have the Siebel user name printed
in the front; otherwise, you need to search for it by AgentID/Extension.