Cisco Cisco Computer Telephony Integration Option 9.0 Troubleshooting Guide
B-2
CTI OS Troubleshooting Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 7.5(1)
Appendix B Obtaining Logs for Support
Taking CTI OS Server Logs
Files are named using the convention <process name>_yymmdd_hhmmss.ems. The date/time stamp part
of the file name indicates when the file was created. The information in these files is stored in a binary
format and must be read using the dumplog utility. You will need to open a DOS Command Prompt
window and change to the <drive>:\ICM\<customer_instance>\CTIOS1\logfiles directory in order to
use dumplog on the CTI OS Server log files. For information on how to use dumplog, refer to the ICM
Administration Guide for Cisco ICM Enterprise Edition.
of the file name indicates when the file was created. The information in these files is stored in a binary
format and must be read using the dumplog utility. You will need to open a DOS Command Prompt
window and change to the <drive>:\ICM\<customer_instance>\CTIOS1\logfiles directory in order to
use dumplog on the CTI OS Server log files. For information on how to use dumplog, refer to the ICM
Administration Guide for Cisco ICM Enterprise Edition.
When reporting a problem, it is generally very helpful to provide the logs for the timeframe in which the
problem occurred. This is Cisco’s “window” into the activity that is taking place at the time of the
problem. Try to provide all files that cover the needed timeframe. Do this by looking at the timestamp
in the filename to find out when they were created and by looking at the modification timestamp in
Windows Explorer to see the last time a given file was written to.
problem occurred. This is Cisco’s “window” into the activity that is taking place at the time of the
problem. Try to provide all files that cover the needed timeframe. Do this by looking at the timestamp
in the filename to find out when they were created and by looking at the modification timestamp in
Windows Explorer to see the last time a given file was written to.
How to Set Trace Levels
Trace levels for the server processes can be found in the registry under:
HKEY_LOCAL_MACHINE\Software\Cisco Systems, Inc.\
ICM\<Customer Instance>\CTIOS1\EMS\CurrentVersion
\Library\Processes\CTIOS\EMSTraceMask
Warning
The default value for the trace masks is 0x20003. Changing this value can have a serious impact on
server performance. It should only be modified by experienced field personnel or at the request of
Cisco support personnel.
server performance. It should only be modified by experienced field personnel or at the request of
Cisco support personnel.
Trace masks can be combined in order to uniquely log the messages you are interested in. For example:
•
TRACE_MASK_CONNECTION | TRACE_MASK_METHOD_LOW
–
logs low important method messages of the connection layer
•
TRACE_MASK_EVENTFILTER | TRACE_MASK_METHOD_HIGH
–
logs high important method messages of the EventFilter component
Setting CTI OS Server Trace Levels
The default trace mask is 0x3 in all releases except in release 7.0(0) where it is set to 0x20003.
Setting the trace mask high (for example: 0xf or higher) has a big impact on both the CTI OS server
performance and the call completion rate. As a result, only set the trace mask high when debugging a
problem. When the required logs have been collected, turn the trace mask back to its default value.
performance and the call completion rate. As a result, only set the trace mask high when debugging a
problem. When the required logs have been collected, turn the trace mask back to its default value.
During load testing, ensure the default trace mask is set across all the PG components, and not just the
CTI OS server.
CTI OS server.
Note
The PG and CTI OS server are co-resident.
For troubleshooting purposes, set the CTI OS Server trace mask to:
•
0x0A0F for Release 6.0 and earlier
•
0x20A0F for Release 7.0, and 7.1(1)
•
0x60A0F for Release 7.1(2) and later