Genesys Cloud (formerly PureCloud)

Discussion Thread View
Expand all | Collapse all

Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

  • 1.  Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 05-11-2020 16:31
    Edited by Ben Perera 09-30-2020 16:38
    Hi,

    I created an idea in "Genesys Product knowledge" in order to obtain Edge Logs via Telephony UI. Reason behind this, at present this facility is not accessible remotely only Genesys customer care support team have the access.
    GUI/User Admin end available only when the "Edge is off line", someone has to go on site to extract these logs. In order for Genesys to activate this Feature, voting is required. Voting can be done via the link provided below.


    https://purecloud.ideas.aha.io/ideas/ANA-I-100


    Brief Summary of the Product idea:
    Frequently customers are requesting to retrieve Edge ".ininlogs"(Events and System logs). At present this facility is not accessible remotely only Genesys customer care have the access.
    For others these logs are currently available only through USB(When the Edge is Off line), provided someone goes on site to extract these logs.
    Once this feature is enabled PureCloud admin users should be able to see the Edge ".ininlogs" from the Telephony Admin UI.
    These logs are very different compared to the traffic capture logs which are extracted from the External trunks.

    All PureCloud Admin users please vote for this idea.

    Thanks

    #Reporting/Analytics

    ------------------------------
    Ben Perera
    Spark NZ Trading
    ------------------------------


  • 2.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 05-18-2020 19:15
    Voted!

    I needed this today.

    Thanks,

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------



  • 3.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 05-18-2020 20:47
    Appreciate Daniel for your vote. I am waiting for more people to vote.

    Stay Safe

    Regards

    Ben

    ------------------------------
    Ben Perera
    Spark NZ Trading
    ------------------------------



  • 4.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    GENESYS
    Posted 06-01-2020 14:06
    Hi, Ben. I am curious...how do you plan to be able to read the logs once downloaded?

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 5.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 06-01-2020 14:38
    Hi George,

    I am sure it is straightforward readable from the GUI itself, if it is not planning to use CIC system working in one of customers, the log reader is built in to read these types of logs. Not sure any other format is out there to read, may be Notepad++ or any other SW will be there to read. Interesting to know what software Genesys use to read these logs?

    Regards

    Stay Safe

    Ben

    ------------------------------
    Ben Perera
    Spark NZ Trading
    ------------------------------



  • 6.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    GENESYS
    Posted 06-01-2020 14:44
    The logs are the proprietary PureConnect subsystem trace log format. Care uses LogLion, others just use the log viewer utility from PureConnect.

    @Alan Lanteigne might possibly have some plans for making more of the logged information available in the Admin UI.​

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 7.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 06-01-2020 14:53
    Appreciate George, that's the one "log viewer" utility from PureConnect system. If PM team could create this feature with more user friendly readable, I am sure all Admin user will be benefited.

    Stay Safe

    Regards

    Ben

    ------------------------------
    Ben Perera
    Spark NZ Trading
    ------------------------------



  • 8.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 06-02-2020 00:00
    Hi George,

    We all have Log Viewer utility.

    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------



  • 9.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    GENESYS
    Posted 06-17-2020 01:40
    I haven't experimented to be sure, but that log viewer might be installed with the PureCloud Softphone.

    You can, of course, get the logs from a physical edge on premises.

    For as long as I have been involved with Interaction Center (Version 1.2g in 1999, when I was hired in) Development has not been keen for partners and customers to do the log reading.

    That said, we do have some material on how to read logs and use the log viewer in the Handlers course for PureConnect in Beyond (at least, we used to...I'm no longer in GU and haven't checked lately).


    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 10.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 06-16-2020 16:21
    Jun 16, 2020

    ADMIN RESPONSE

    The community is interested in your Idea and we have taken notice! At this time, we would like to give the community more time to vote and comment before we evaluate this idea as a potential roadmap item. You can help us prioritize this request by posting your Use Cases. Stay tuned for future updates.



    ------------------------------
    Ben Perera
    Spark NZ Trading
    ------------------------------



  • 11.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 06-21-2020 23:37

    Hi All,

     

    Appreciate if  all PureCloud Admin users could vote and make comments to attract PM teams attention. The Edge log retrieval facility will be a great feature/tool for all of us who desperately need to isolate and resolve on going issues.  

     

    Thanks for those who have already voted and made comments.

    Regards



    ------------------------------
    Ben Perera
    Spark NZ Trading
    ------------------------------



  • 12.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Top 25 Contributor
    Posted 06-22-2020 00:14
    Could someone post a snippet of how these logs look?  Are they similar to pcap files?  Are any of you familiar with Engage stuff like URS etc?   Anything like those?

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------



  • 13.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    GENESYS
    Posted 06-23-2020 16:34
    N         i3inet::impl::TransportManager::resume_parsing_request() : received on connection #35 (10.42.55.206:8063 <# 10.42.94.55:56147)
    <<<<<< REQUEST <<<<<<
    INVITE sip:+13172257439;tgrp=fe6a6f2d-2901-42af-a1f0-4c1cc56bc5e1;trunk-context=pcps@10.42.55.206:8063;dialplan=tieline;language=en-US;queueId=c15ec6af-37e2-4c77-a8a6-4d76ccc8efed;transport=tls;user=phone SIP/2.0
    To: "Indianapolis IN" <sip:+13172257439;tgrp=fe6a6f2d-2901-42af-a1f0-4c1cc56bc5e1;trunk-context=pcps@10.42.55.206;language=en-US;user=phone>
    From: "Dialer Test" <sip:+13172222222@10.42.94.55;user=phone>;tag=H0v1dWY
    Call-ID: 3ff1f2b5-c046-4594-a842-91a031881666
    Via: SIP/2.0/TLS 10.42.94.55:56147;branch=z9hG4bK3537438805SU5JTi9pM3NpcC4t_1422449348_;alias
    CSeq: 1 INVITE
    Max-Forwards: 70
    Allow: INVITE, ACK, CANCEL, BYE, OPTIONS, INFO, REFER
    Supported: norefersub
    Accept: application/sdp, application/dtmf-relay
    Subject: Contacting Edge
    Diversion: <sip:+13172257439@10.42.94.55;user=phone>;reason=deflection
    Contact: "Dialer Test" <sip:+13172222222@10.42.94.55:8063;transport=tls>
    x-inin-cnv: e998cc54-b745-43f4-aa7e-d9be9b4b7fa4
    x-inin-session: b763f666-d0bc-4366-bf24-5e449c680c70
    User-To-User: 00;encoding=hex;purpose=isdn-uui;content=isdn-uui
    Content-Type: application/sdp
    User-Agent: ININ-EDGE/1.0.0.7526
    Content-Length: 356
    
    ## BODY NOT AVAILABLE SYNCHRONOUSLY ##
    <<<<<<  13:39:57.1818090_0000 tasip.i3sip.i3inet.message 0x7f503affd700 
    N SipInterface::on_transceiverhandler_request : INVITE  13:39:57.1819650_0000 tasip 0x7f5060ff9700 
    N SipInterface::on_invite_request : SIP Call-ID='3ff1f2b5-c046-4594-a842-91a031881666'  13:39:57.1819800_0000 tasip 0x7f5060ff9700 
    N     TaInterface::on_inbound_call_leg : "Port 1 (WAN) - tls/18.204.4.126(10.42.55.206):8063", protocolCallId="3ff1f2b5-c046-4594-a842-91a031881666", callId=4288d277-f58f-4e59-ae48-51bba6a04576  13:39:57.1821200_0000 edge.telephony 0x7f5060ff9700 
    N         RoutingEngine::select : Matched route="Tieline to Outgoing"
    sourceLineId=850a4ef9-07ee-4482-b874-b2b183ea13e4
    callingAddress="sip:+13172222222@10.42.94.55;user=phone"
    calledAddress="sip:+13172257439;tgrp=fe6a6f2d-2901-42af-a1f0-4c1cc56bc5e1;trunk-context=pcps@10.42.55.206;language=en-US;user=phone"
    mode=mode.document
    routeTo=https://edge-proxy.us-east-1.mypurecloud.com/static/organizations/cc329c9f-a78c-4788-8808-6fdf739234f7/resources/apps/system/1.5/global/ccxml/line_outgoing.ccxml
    offerValidated=true
    ValidationError=##NULL##  13:39:57.1822930_0000 edge.telephony 0x7f5060ff9700 
    N         TaInterface::route_incoming_call_leg : "Port 1 (WAN) - tls/18.204.4.126(10.42.55.206):8063", Execute document with inbound protocolCallId="3ff1f2b5-c046-4594-a842-91a031881666", routeTo=https://edge-proxy.us-east-1.mypurecloud.com/static/organizations/cc329c9f-a78c-4788-8808-6fdf739234f7/resources/apps/system/1.5/global/ccxml/line_outgoing.ccxml  13:39:57.1823130_0000 edge.telephony 0x7f5060ff9700 
    N         CallFlow::CallFlow :  Construct Object 0x7f5058975f30 13:39:57.1823610_0000 edge.callflow 0x7f5060ff9700 
    N         AddressNormalization::normalize_and_classify : addressPurpose=destination, rawInput=sip:+13172257439;tgrp=fe6a6f2d-2901-42af-a1f0-4c1cc56bc5e1;trunk-context=pcps@10.42.55.206;language=en-US;user=phone, stationAttrs=  13:39:57.1823830_0000 edge.telephony 0x7f5060ff9700 
    N             AddressNormalization::normalize_and_classify : "destination", no normalization required for trunk group address="sip:+13172257439;tgrp=fe6a6f2d-2901-42af-a1f0-4c1cc56bc5e1;trunk-context=pcps@10.42.55.206;language=en-US;user=phone"  13:39:57.1824160_0000 edge.telephony 0x7f5060ff9700 
    N         AddressNormalization::normalize_and_classify :   13:39:57.1824210_0000 edge.telephony 0x7f5060ff9700 
    N         TrunkInfo::add_active_callflow : Added new active call flow to trunk=[850a4ef9-07ee-4482-b874-b2b183ea13e4/Tie trunk between Edge 2b582848-04fc-4156-bc79-5e621d7706d9 and Edge a84ba82e-a7a5-4fd9-835b-5c766ba90d75], flow=8e2e9ac7-906d-4f1a-b225-680727a8dd25, size=1  13:39:57.1824370_0000 edge.telephony 0x7f5060ff9700 
    N CallFlowMgr::add_call_flow : 8e2e9ac7-906d-4f1a-b225-680727a8dd25 (0)  13:39:57.1824770_0000 edge 0x7f501efe5700 
    N         SipInterface::create_inbound_call_leg : 
    call leg=4288d277-f58f-4e59-ae48-51bba6a04576
    
     'taprovider.attr.sip.userAgent' => [String: {"ININ-EDGE/1.0.0.7526"}]
     'taprovider.attr.sip.tcp.connectTimeout' => [RelativeTime: {2.0s}]
     'taprovider.attr.sip.udp.timerT1' => [RelativeTime: {500.0ms}]
     'taprovider.attr.sip.udp.timerT2' => [RelativeTime: {1.0s}]
     'taprovider.attr.sip.udp.maxPacketRetry' => [Integer: {4}]
     'taprovider.attr.sip.udp.maxInviteRetry' => [Integer: {3}]
     'taprovider.attr.sip.qosDscp' => [Integer: {24}]
     'taprovider.attr.toAddress' => [String: {"sip:+13172257439;tgrp=fe6a6f2d-2901-42af-a1f0-4c1cc56bc5e1;trunk-context=pcps@10.42.55.206;language=en-US;user=phone"}]
     'taprovider.attr.fromAddress' => [String: {"sip:+13172222222@10.42.94.55;user=phone"}]
     'taprovider.attr.sip.requestUri' => [String: {"sip:+13172257439;tgrp=fe6a6f2d-2901-42af-a1f0-4c1cc56bc5e1;trunk-context=pcps@10.42.55.206:8063;dialplan=tieline;language=en-US;queueId=c15ec6af-37e2-4c77-a8a6-4d76ccc8efed;transport=tls;user=phone"}]
     'taprovider.attr.sip.sourceAddress' => [String: {"10.42.94.55:56147"}]
     'taprovider.attr.sip.diversion' => [AttributeMap: 
      {
       'taprovider.attr.fromAddress' => [String: {"sip:+13172257439@10.42.94.55;user=phone"}]
       'taprovider.attr.fromName' => [String: {""}]
       'taprovider.attr.sip.reasonText' => [String: {"deflection"}]
      }]
     'taprovider.attr.sip.customHeaders' => [AttributeMap: 
      {
       'taprovider.attr.sip.customHeaders.name' => [String: {"x-inin-cnv"}]
       'taprovider.attr.sip.customHeaders.value' => [String: {"e998cc54-b745-43f4-aa7e-d9be9b4b7fa4"}]
      ,
       'taprovider.attr.sip.customHeaders.name' => [String: {"x-inin-session"}]
       'taprovider.attr.sip.customHeaders.value' => [String: {"b763f666-d0bc-4366-bf24-5e449c680c70"}]
      }]
     'taprovider.attr.toName' => [String: {"Indianapolis IN"}]
     'taprovider.attr.fromName' => [String: {"Dialer Test"}]
     'taprovider.attr.sip.subject' => [String: {"Contacting Edge"}]
     'taprovider.attr.sip.allow' => [String: {"INVITE, ACK, CANCEL, BYE, OPTIONS, INFO, REFER"}]
     'taprovider.attr.sip.supported' => [String: {"norefersub"}]
     'taprovider.attr.uniqueCallIdentifier' => [String: {"3ff1f2b5-c046-4594-a842-91a031881666"}]
     'taprovider.attr.sip.via' => [String: {"SIP/2.0/TLS 10.42.94.55:56147;branch=z9hG4bK3537438805SU5JTi9pM3NpcC4t_1422449348_;alias;received=10.42.94.55"}]
     'taprovider.attr.sessionId' => [UUID: {8e2e9ac7-906d-4f1a-b225-680727a8dd25}]
     'taprovider.attr.sip.uui' => [AttributeMap: 
      {
       'taprovider.attr.sip.uuiHeader' => [String: {"User-to-User"}]
       'taprovider.attr.sip.uuiEncoding' => [String: {"hex"}]
       'taprovider.attr.sip.uuiContent' => [String: {"isdn-uui"}]
       'taprovider.attr.sip.uuiPurpose' => [String: {"isdn-uui"}]
       'taprovider.attr.sip.uuiProtocolDiscriminator' => [String: {"00"}]
      }]  13:39:57.1825260_0000 tasip 0x7f5060ff9700 
    N             SipCallLeg::SipCallLeg : id=4288d277-f58f-4e59-ae48-51bba6a04576, objectKey="line_outgoing.ccxml"_RRGBKY2P4Q5YZHXB  13:39:57.1825760_0000 tasip 0x7f5060ff9700 
    N         SipInterface::create_inbound_call_leg :   13:39:57.1825830_0000 tasip 0x7f5060ff9700 
    N     TaInterface::on_inbound_call_leg :   13:39:57.1826070_0000 edge.telephony 0x7f5060ff9700 
    N     SipInterface::on_invite_request_complete :   13:39:57.1826140_0000 tasip 0x7f5060ff9700 
    N SipCallLeg::accept :   13:39:57.1826200_0000 tasip 0x7f50217ea700 
    N     sipcallstates::Inactive::react : CmdAccept, deferring  13:39:57.1826370_0000 tasip 0x7f50217ea700 
    N SipCallLeg::accept :   13:39:57.1826440_0000 tasip 0x7f50217ea700


    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 14.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Top 25 Contributor
    Posted 06-23-2020 18:14
    Thanks George

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------



  • 15.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 07-06-2020 02:36

    Hi PureCloud Admin users,

    Genesys PM team needs more votes to implement, appreciate your valuable votes. This feature will give you more visibility of what is happening behind Edges. I am sure everyone will be benefited to have this feature enabled.

    Stay Safe

    Regards



    ------------------------------
    Ben Perera
    Spark NZ Trading
    ------------------------------