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 Release 7.1(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.
certain details about that problem. You should be prepared to provide Cisco with
the following details about your problem when you call.
•
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?
•
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.
is best to collect all of the following logs for the timeframe when the problem
occurred.
•
CTI Toolkit
•
CTI OS server
•
CTI server
•
PIM
•
OPC
•
JTAPI Gateway (only if using IPCC)