| 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
|
| 3 | Agent Stuck | SS_CM - Debug
SS_RM - XDebug1
SS_TEL - Debug
ICD_CTI - XDebug1
CAD Agent logs in Debug level
|
| 4 | Issues with transfer/conference | SS_CM - Debug1
SS_RM – Xdebug1-4
ICD_CTI - XDebug1
SS_TEL Debug
Jtapi Client Logs in all levels
|
| 5 | Scripting Issues | SS_CM - XDebug1
SS_RM - XDebug1
SS_TEL - Debug
ENG - XDebug1
Related scripts
|
| 6 | Call failures/abandoned | SS_TEL - XDebug1
SS_CM - Debug
SS_RM - Debug
Jtapi client logs in all levels
|
| 7 | Agent/CSQ/Team configuration | SS_RM - XDebug1
LIB_CFG - XDebug1
ICD_RTDM - XDebug1
Screenshots of Appadmin configuration
|
| 8 | Real time Data problems | SS_CM - XDebug1
SS_RM - XDebug1
ICD_RTDM - XDebug1
RTR reports screenshots
|
| 9 | Outbound problems | SS_OB - XDebug1
SS_RM - XDebug1
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)
|
