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:

Choose Help > Diagnostics.
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.