Contact Center Applications#

CVP (Customer Voice Portal)#

Log file format

Upload the CVP Call Server logs collected from location C:\Cisco\CVP\logs. The log file names should not be changed. In order to analyze SIP calls from CVP, SipLibrary logging should be enabled on CVP CS server. Please refer to this instruction.

Supported features

  • SIP calls

  • GED-125 (communication between CVP and ICM)

ECE (Enterprise Chat and Email)#

Log file format

The system decodes and parses the ECE logs, which could be collected from the ECE File server. In order to analyze the EAAS/EAMS(Listener) services the trace level has to be INFO. The log file names should not be changed.

Supported features

  • EAAS (MR events and internal EAAS messages)

  • EAMS/Listener (ARM events)

  • Connections/disconnections statistics (ARM/MR)

IPCC_RTR#

Log file format

Upload IPCC RTR call log file.

Supported features

  • List of RTR calls

  • RTR call details

RTR call details can be viewed by clicking on a row in the call table. Call details include messages and call leg info.

Sample tool output

Sample RTR call list

_images/csa_callengine_ipcc_rtr_table_output.jpg

Call details include messages and call leg info.

_images/csa_callengine_ipcc_rtr_call_details_output.jpg

IPCC_AGENT_PIM#

Log file format

Upload IPCC Agent PIM call log file.

Supported features

  • List of Agent PIM calls

  • Agent PIM call details

Agent PIMcall details can be viewed by clicking on a row in the call table. Call details show messages of following types.

  • Established

  • RTPStarted

  • RTPStopped

  • ConnectionCleared

  • CallCleared

Sample tool output

Sample Agent PIM call list

_images/csa_callengine_ipcc_agent_pim_call_table_output.jpg

Call details show messages as shown in the below figure

_images/csa_callengine_ipcc_agent_pim_call_detail_output.jpg

IPCC_CTISRV#

Log file format

Upload IPCC CTI log file.

Supported features

  • List of IPCC CTI calls

  • List of IPCC CTI agents

  • List of IPCC CTI events

  • CTI call details

  • CTI agent details

  • Message and Message body in CTI events

Sample tool output

Sample CTI Event list

_images/csa_callengine_ipcc_cti_table_output.jpg

Call details show messages as shown in the below figure

_images/csa_callengine_ipcc_cti_call_detail_output.jpg

IPCC_VRUPIM(GED-125)#

Log file format

Upload IPCC VRUPIM log file.

Supported features

  • List of VRU calls

  • VRU call details

Sample tool output

VRU call details can be viewed by clicking on a row in the call table. Call details include messages and call leg info.

Sample VRU calls list

_images/csa_callengine_ipcc_vru_call_table_output.jpg

Call details show messages as shown in the below figure

_images/csa_callengine_ipcc_vru_call_detail_output.jpg
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