Cisco Cisco Computer Telephony Integration Option 9.0 Troubleshooting Guide
Appendix B Obtaining Logs for Support
Taking CTI OS Server logs
B-2
CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1)
Include logs for all of the relevant servers, including both sides of a duplexed
system.
system.
The following sections discuss CTI OS Server and CTI Toolkit logs and trace
levels. See the ICM Administration Guide for Cisco ICM Enterprise Edition for
information on other logs.
levels. See the ICM Administration Guide for Cisco ICM Enterprise Edition for
information on other logs.
Taking CTI OS Server logs
The trace log location for the server processes can be found under the following
directory:
directory:
<drive>:\ICM\<customer_instance>\CTIOS1\logfiles
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.
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.
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.
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.
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
\Library\Processes\CTIOS\EMSTraceMask