RSM Checklist

• Verify if the RSM version used is compatible with UCCE/CUCM/IVR/CVP.

  http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/
  ipccenterprise8_0_1/compatibility_matrices/guide/ipcccompat.pdf

• Make sure that customer is well within BOM limits.

  http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_user_guide_list.html

• Call flow and exact sequence of steps for reproduction of issue.

1. VLEngine Logs under vlengine\logs
2. PhoneSim Logs under phonesim\logs
3. VLEngine - CTI OS Trace Logs under vlengine\logs\ctiosLogs
4. VLEngine - JTAPI Trace Logs
5. To verify that RSM can see Agents, Skills, Skill Groups, Supervisor Login, and Active

Agent Cells, enter the following URL in your web browser:

http://<RSM_Server_IP_Address>:8080/vlengine/testEngineServlet.jsp

Get the Screenshot for the result page.

1. On the RSM machine, In regedit, browse to following location.

"HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.

Select and highlight "Remote Silent Monitoring"

In the same window, click on the 'File' in the window menu bar, Click on

"Export Registry File.".

• To Increase VLEngine Log Level, Go to Registry and search for below term
• VLEngine_LogLevel
• Valid Values (lowest to highest verbosity): FATAL, WARN, INFO, DEBUG,TRACE, ALL
• Default Value: INFO

• To Increase PhoneSim Log Level, Go to Registry and search for below term
• PhoneSim_LogLevel
• Valid Values (lowest to highest verbosity): FATAL, WARN, INFO, DEBUG,TRACE, ALL
• Default Value: INFO