Cisco Cisco Unified Contact Center Enterprise 9.0(1)

 
With serviceability enhancement, Unified ICM and Unified Contact Center application Release 8.0 utility 
tools provide centralized control for setting up each component trace level.  You can also manually 
modify it from the registry key settings. 
 
Users can either use the tool or manually modify the registry key value.  

Unified ICM and Unified Contact Center application components write trace messages to trace log files 
on the local disk; these traces provide the following details about the operation of the component: 

1.  Error conditions (errors that may impair operation or performance are also reported in the 

Windows Event Log and sent via the syslog feed or, if sufficiently actionable, as SNMP 
notifications) 

2.  Debugging messages (to be used by troubleshooting engineers to diagnose problems) 
3.  Periodic performance metrics 
4.  Call state and/or call progress information 
5.  Configuration parameters or errors 
6.  Connectivity information (details about successful and failed connections) 

The level of detail that is written to these trace logs can be controlled via numeric settings in the registry 
or via tools that interact directly with the application component to control tracing.  The default settings 
(upon installation of the component) seek to balance performance with tracing detail with the scale tipped 
toward maximizing performance. Any increase in tracing levels has a corresponding adverse impact on 
performance (for example, agent capacity, IVR port capacity, inbound call load capacity) as additional 
computing resources are then consumed by the resulting disk I/O. 

The amount of tracing that is stored on the local disk is controlled by the tracing infrastructure; a sliding 
(fixed size) window of tracing is maintained whereby the oldest data is deleted to make room for the 
newest data.  You can control the size of this window by carefully editing parameters in the Windows 
registry.  The tracing window size is represented in bytes (disk consumption), not by a time duration. 

Routine capacity utilization measurements indicate the amount of computing resources that are available 
for added diagnostics (for more information, see section 

).  If the deployment is already 

at high utilization, you must take care to understand the impact of enabling additional tracing to ensure 
that doing so does not adversely impact normal operation. 

Before enabling additional tracing, Cisco recommends that you monitor the Health Monitoring 
Performance Counters while the tracing change is in effect to ensure that the server is not exceeding 
maximum thresholds.  For more information, see section 

. 

What follows is the recommended trace settings you must configure when you initially engage in 
diagnosing a problem.  TAC may suggest some differences based upon their initial impressions of the 
problem symptoms. These are proposed for those who wish to take a quick, proactive approach in getting 
the trace levels up as quickly as possible to gather as much useful information as soon as possible. 

Remember that TAC or BU engineers very likely may come back with additional settings based upon 
their initial log analysis. 

Do not set what you believe to be maximum tracing – doing so could cause more problems than you had 
initially or even mask the problem by significantly changing timing.