Required information for support

This section lists the information you should include in your support ticket and modules' log levels for troubleshooting.

If you have identified an issue in your Sinch Contact Pro system and want to report this to Sinch, you need to give a detailed description of the issue as well as include correct logs.

Answer the following questions when you are creating a support ticket:

  • Is the issue a one time occurrence or can it be reproduced?

  • What steps need to be taken to reproduce the issue?

  • Is the issue with standalone Sinch Contact Pro or does it happen with an integration?

  • What measures have you taken to resolve the issue?

Add also the following to your support ticket:

  • The feature pack (FP) version and which hotfixes have been installed

  • IDs since identifying issues based on users, conversations, queues, and presence profiles rely on them. Each of these will have a unique ID that you need include in the ticket. They are printed in the logs.

  • The time when the issue occurred (local or UTC time)

  • Other relevant information such as queue name, profile name, the number of serving agents, A number, B number, or R number

To start logging:

  1. Enable logging levels by using the Logging Configuration Wizard in Infrastructure Administrator (IA).

  2. For modules and their settings for general troubleshooting, see the tables below.

    Note: We recommend you enable higher log levels only for the time you reproduce the issue. This is because a higher level prints more details and may contain information that can be used to identify customer.
Table 1. Server-side modules
Module Settings
CEM Server

Debug = 9

Hide Sensitive Information = No (0)

LogLevel = warning

Cem.Level = debug

Call Dispatcher

LogLevel = warning

CallDispatcher = trace

Online Integration Interface

LogLevel = trace

Hide Sensitive Information = no (0)

Quality Monitoring Server

LogLevel = Debug

CommonLib Level = trace

Libipc Level = trace

(QMI information is displayed in QMS log)

All other server modules LogLevel = trace
Note:

If the Hide Sensitive Information is not in use (DebugSecure has the value 0), sensitive data, such as user names or phone numbers, may be available in log files. In each troubleshooting template where this setting is turned off, there is a note in the description about the issue. Always turn Hide Sensitive Information on (use value 1 for DebugSecure) after troubleshooting.

Table 2. Client-side modules
Module Settings
Communication Panel See Communication Panel Logs in Client Workstation Guide
Dashboard

  1. Describe steps to reproduce the issue, record a video, or take screenshots before reporting the issue.

  2. Additionally you may use debug URL and collect logs from the browser console:

    /SupervisorDashboard/index.html?debug-level=7&debug=cp:*#/
Communication Desktop (CDT)

  • To set an individual user's CDT for debug logging by URL:

    1. Close all open IE windows.

    2. Open Internet Explorer.

    3. Type http://[YOUR SERVER NAME OR IP ADDRESS]/cdt/?arg=loglevel=5.

    4. Log in to the CDT session.

  • To set multiple CDT users for debug logging in System Configurator:

    1. Open System Configurator.

    2. Go to User and Role Management > User Settings Template and choose the template.

    3. Go to CDT Personalization.

    4. Change the log level parameter to 5 – Debug Messages and save.

    5. Log in to the CDT session or reload if CDT is open.

Reproduce the issue with the advised logging levels and then change the log level to their default values to avoid creating large files unnecessarily.

Issues and required logs for troubleshooting

The table below lists some common problem areas and the logs needed to help to solve the issues.

Issue Required workstation logs Required server logs
Problems with Communication Panel Communication Panel
  • Agent Server
  • ECF Front End
Audio issues in Communication Panel Communication Panel
  • Media Routing Server (MRS)
  • SIP (or H323) Bridge
  • CEM Server
  • Call Dispatcher
  • Additionally logs from WebRTC proxy may be requested.
Agent can't log in to CDT
  • CDT
  • Terminal
  • Connection Server
  • Agent Server
  • CEM Server
  • Call Dispatcher
Issues related to Infrastructure Administrator (IA) and System Configurator (SC)

IA

SC
  • IA: High Availability Controller
  • SC: Connection Server and Agent Server
Audio issues with CDT softphone
  • CDT
  • Terminal
  • Media Routing Server (MRS)
  • SIP (or H323) Bridge
  • CEM Server
  • Call Dispatcher
Audio issues with desk phones/MTD -
  • SIP Bridge
  • External Terminal Controller (ETC)
  • Media Routing Server (MRS)
  • CEM Server
  • Call Dispatcher
CDT functionality issues
  • CDT
  • Terminal
  • Agent Server
  • CEM Server
  • Web Client
External agent issues -
  • CEM Server
  • Call Dispatcher
  • Media Routing Server (MRS)
  • (PSTN) SIP (or H323) Bridge
  • Agent Server
  • External Terminal Controller (ETC)
Agent can't make an outgoing call
  • Communication Panel

    or

  • CDT and Terminal
  • CEM Server
  • Call Dispatcher
  • (PSTN) SIP (or H323) Bridge
  • Gateway (trunk) device
Voice channel allocation issues to agent -
  • CEM Server
  • Call Dispatcher
  • (PSTN) SIP (or H323) Bridge
  • Gateway (trunk) device
  • Expected allocation/routing behaviour may also be requested.
Email channel allocation issues to agent -
  • CEM Server
  • Expected allocation/routing behaviour may also be requested.
Chat channel allocation issues to agent
  • Communication Panel

    or

  • CDT and Terminal
  • CEM Server
  • Chat Server
  • Chat Portal Server
  • Agent Server
Social channels -
  • SMS Server
  • Chat Server
Outbound campaign
  • Communication Panel

    or

  • CDT
  • CEM Server
  • Call Dispatcher
  • Agent Server
  • For CDT: Web Client
  • Configuration screenshots may also be requested.
Quality monitoring -
  • Quality Monitoring Server
  • Media Routing Server (MRS)
  • CEM Server
  • Call Dispatcher
  • Integration partner information may also be requested.
CRM integration ICI Trace from the CRM Intergrated Communication Interface
  • Communication Panel

    or

  • CDT
  • Online Integration Interface
  • CEM Server
IVR -
  • CEM Server
  • XML file may also be requested.
Call switching and routing -
  • Call Dispatcher
  • (PSTN) SIP (or H323) Bridge
  • Startup logs for Call Dispatcher
  • PSTN details may also be requested.
Import and export -
  • Import/export executed on server:
    • Batch Job Server
    • LocalBcmApi
    • ImportExport
    • Import/export file may also be requested.
  • Import/export executed on client:
    • System Configurator
    • Agent Server
    • Connection Server
    • Import/export file may also be requested.
Monitoring -
  • Data Collector
  • Web Client (from the Website VU)
  • CEM Server
Reporting -
  • Data Transformation Engine
  • Data Collector
  • CEM Server
Virtual unit installation and upgrade Infrastructure Administrator
  • High Availability Controller
  • Virtual Unit Administrator (Reporting Services Component Install file for Standard Reports install)
  • .wim file may also be requested.
System down -
  • High Availability Controller
  • CEM Server
  • Call Dispatcher
  • Agent Server
  • (AS) Web Client
  • Batch Job Server
  • Connection Server
  • Sinch Contact Pro and Windows .dmp files may also be requested.
ECF-related issues -
  • Agent Server
  • ECF Web Server
Other integration interface issues -

Sinch Contact Pro has two types of integration interfaces:

  • legacy SOAP-based interfaces

    When using these interfaces, provide the associated logs: ACI, DAI, PSI, RDI or TMI.

  • restful interfaces

    When using these interfaces, provide the associated logs: RCI, CMI, DPI. OBI, RTI, RAI or RMI.

You can see the location of the Sinch Contact Pro logs files for the server modules in Infrastructure Administrator > Settings > Local Logging Parameters > Logs Directory.

For the CDT logs locate the files from the workstation's temp folder by using the Run command and then type %temp%.