Diagnostics View

The Diagnostics view was added to Communication Desktop (CDT) in SP06 to help the user to communicate appropriate information to the administrator or support if technical problems occur.

Note:

Temporary files may block some diagnostic information. Delete Internet Explorer temporary files regularly, and always when upgrading the system, with Internet options > Delete.

As of SP10, a new button is added with the tooltip Create E-mail with Logs Attached for sending log files to the support contact. When this button is clicked, CDT collects the current client logs and compresses them to a zip file, opens an e-mail message and attaches the zip file to it. The button is available only when Microsoft Outlook is available. Additionally, it is possible to define in SC User Settings Template > CDT Personalization the default address for this support e-mail, and allow the file CLIENTINFO.txt with detailed system information to be included in this zip file.

To use the Diagnostics view:

  1. Choose Help > Diagnostics.

  2. To copy all contents of the view, press Ctrl + A, and copy and paste the information to an e-mail you send to the support team. In addition to this describe the problem symptoms precisely.

The Diagnostics view includes the following types of information.

Table 1. Diagnostic Information

Header

Parameter

Description

Version

CDT

Version of the software used.

  • Terminal:

    • Proxy

      Added in SP07.

    • Core

      Added in SP07.

  • ClientCOM

  • Video

Version of the used client workstation components.

The technical version number is in the parentheses. Added in SP07.

Log File Name:

  • CDT

  • BCMUI

    Added in SP07.

  • BCM

    Added in SP07.

Log file name that works as a link to the file.

Additional Information

User ID

The ID defined for the user account in System Configurator.

User GUID

User’s unique ID used in the system internally.

Client IP Address

Added in SP07.

IP address of the user’s machine. The secondary local IP address is in the parentheses.

Client Machine Name

Added in SP07.

Name of the user’s machine.

Agent Server Module

Name of the virtual unit where the Agent Server module used in this session is located.

Connection Server Address

IP address of the Connection Server virtual unit used in this session.

XML Channel ID

GUID for the XML channel.

Number

User’s phone number in the contact center.

CEM Module

Name of the virtual unit where the CEM Server module used in this session is located.

CEM Module GUID

CEM Server module’s unique ID used in the system internally.

CEM Channel ID

CEM channel’s unique ID used in the system internally.

Time Zone

The time zone used.

Current Time (UTC)

The current coordinated universal time.

Last Reload Time

Added in SP07.

The time when the user reloaded CDT

Internet Explorer Protection Mode

Added in SP07.

Indicates whether the IE protection mode is enabled or disabled.

History

Displays the event history of the current session.