Debugging a Unified CCX Client Program

Unified CCX provides detailed Unified CCX CTI message-level traces in the MIVR log files. You can use these trace messages to help find the cause of a problem. For example, if a message from a client is ill-formed, you will most likely find an exception associated with processing the message in the trace log file.

You should be aware of the following concerning message-level traces:

  • To enable a message-level trace, you must turn on the trace for the ICD_CTI subfacility from the Unified CCX Administration Trace Configuration web page. You may also turn on trace for the RmCm, RM, and CM subsystems.

  • To enable a detailed trace (low-level), in the Trace Configuration web page, for the Miscellaneous ICD_CTI subfacility, you must also set all trace debugging levels.

  • To access a MIVR log file, select System > Engine > Trace Files from the Unified CCX Administration web page.

See the Unified CCX Administration online help or the Cisco Unified Contact Center Express Administration GuideCisco Unified Contact Center Express Administration and Operations Guide for complete details on configuring, enabling, and accessing message-level trace log files.

You can use trace messages in Unified CCX for the following purposes:

  • To examine message field values:

    At a high-level trace, the message content is displayed in text format that includes field names and their values.

    Note

    Trace messages are primarily intended to be used by Cisco engineers. Contact the Cisco support center for assistance if you need help.

    Some field names used in a Unified CCX high-level trace log file are different from the ones used in this document. In addition, some fields listed with names in a high-level trace are listed as reserved in this document. Finally, some fields listed in a trace are used internally only and are therefore not documented in this guide. Because of these discrepancies, you should not use a high-level trace unless you are comfortable with the terminology used in the trace messages.

  • To examine call events in detail:

    Unified CCX can dump the incoming and outgoing messages in binary using hexadecimal format. That is the most detailed level of message content that you can examine.

  • To trace a message as it appears multiple times at its different processing stages in the trace log.