RSM Checklist

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Preliminary Checklist

Preliminary 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.
Critical logs/data needed from RSM
  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.".
Trace level
  • 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
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