Cisco Cisco Computer Telephony Integration Option 8.5 Troubleshooting Guide

Include logs for all of the relevant servers, including both sides of a duplexed 
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.

The trace log location for the server processes can be found under the following 
directory: 

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.

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.

Trace levels for the server processes can be found in the registry under: