Additional Log Levels required for escalating issues related to Routing and Queuing
Problem Summary
Additional Log Levels required for escalating issues related to Routing and Queuing Revert back to default log levels once relevant logs were collected for the issue otherwise this may impact the system's performance.
Error Message
None.
Possible Cause
Multiple Causes
Recommended Action
When Conference is done using Select Join or Join Across Line feature then the Agent states for the agents who are present on that conference call will be computed. Unified CCX ignores agent state transformation when the call is on an agent's Non IPCC extension except a corner case where an agent do JAL, and as a result of that the call ends up on the agent’s non IPCC extension.
Following are some of the scenarios where Unified CCX sets agent's state before and after conference :
S.No
Issues Type
Logs to collect
1
RmCm Subsystem Stuck in some state
SS_RMCM - XDebug1
2
Call stuck in Q
SS_CM - XDebug1 SS_RM - XDebug1 SS_TEL - Debug ICD_RTDM - XDebug1 Screenshots of CSQ Stats and Contacts reports from RTR
If the issue is with Dialing list records CFG_MGR - XDebug1 If its with DB spikes
LIB_JDBC - XDebug1
If wrong data being sent to CAD ICD_CTI - XDebug1 (or XDebug4 on DE request)
10
Historical Data Problems
SS_CM - XDebug1 SS_RM - XDebug1 CRA_HRDM - XDebug1 Relevant reports and corresponding DB dumps.
11
RTR Client Issues (Applet issues)
Enable RTR_CLIENT tracing to Xdebug1-4 Collect - C:\Documents and Settings\<login-account>\application\data\Sun\Java\Deployment\log\<crs/uccx>rtr.log Only from 5.0(2) onwards.
Previous versions do not have these tracing levels. Tracing is on by default and you can collect logs by copy/pasting from Java console from system tray after launching RTR. (You also need to enable console logging through Java properties in control panel which are also enabled by default)
