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:

Enable logging levels by using the Logging Configuration Wizard in Infrastructure Administrator (IA).
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	Describe steps to reproduce the issue, record a video, or take screenshots before reporting the issue. Additionally you may use debug URL and collect logs from the browser console: /SupervisorDashboard/index.html?debug-level=7&debug=cp:*#/

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 RESTful interfaces For call-related issues: group ID or screenshot of the conversation details in Dashboard For chat-related issues: conversation ID or screenshot of the conversation details in Dashboard For email-related issues: conversation ID tai group ID or a screenshot of the conversation details in Dashboard
Audio issues in Communication Panel	Communication Panel	Media Routing Server (MRS) SIP Bridge CEM Server Call Dispatcher Additionally logs from WebRTC proxy may be requested.
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 SRM	-	SIP Bridge Media Routing Server (MRS) CEM Server Call Dispatcher
External agent issues	-	CEM Server Call Dispatcher Media Routing Server (MRS) (PSTN) SIP Bridge Agent Server
Agent can't make an outgoing call	Communication Panel	CEM Server Call Dispatcher (PSTN) SIP Bridge Gateway (trunk) device
Voice channel allocation issues to agent	-	CEM Server Call Dispatcher (PSTN) SIP 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	Agent Server CEM Server Chat Server SMS Server
Social channels	-	SMS Server Chat Server
Outbound campaign	Communication Panel	CEM Server Call Dispatcher Agent Server 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	Online Integration Interface CEM Server
IVR	-	CEM Server XML file may also be requested.
Call switching and routing	-	Call Dispatcher (PSTN) SIP 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.