Collecting logs for UCCE. Method 2 - Analysis Manager of the RTMT

Hello everyone, 

Let's continue our conversation about collecting logs for Cisco Contact Center Enterprise (CCE). In the first part of the story we saw, how to retrieve the logs with Diagnostic Framework Portico. Now it is time to show you, how you can do it more effectively with Cisco Real Time Monitoring Tool (RTMT). Almost everyone knows that RTMT is used to monitor and trace Cisco appliance based servers such as CUCM, CUC, UCCX, CUIC. But is it possible to use RTMT with Windows based CCE VMs? Let's see how it works right now. 

Real-Time Monitoring Tool (RTMT) is a plug-in that can be downloaded from the Cisco Unified Communications Manager (CUCM). In the RTMT there is a component which can connect to any Cisco Unified Communications device to set trace levels, collect trace and log files, and gather platform and application configuration data, as well as version and license information. The name of this component is Analysis Manager.

First of all, open your CUCM CM Administration web-interface, then download and install the RTMT on your PC or laptop:

Launch the RTMT and connect to your CUCM (your account must be included to built-in groups Standard Server Monitoring and RealtimeAndTraceCollection): 

Select your RTMT configuration (if you have any) or accept the Default one:

In the left bottom corner find the Analysis Manager button:

Let's start working with the Analysis Manager. First, you have to add your CCE virtual machines connection information to the Analysis Manager and test the connection. That's how the Analysis Manager knows where to connect and where to search for the logs. 

Click Nodes under Inventory: 

Then click the Add button to add the information for your node:

In the Add Node window provide the CCE virtual machine connection information. In this example we add PCCE Rogger A:

To test the connectivity to the node added, press the Test Connectivity button and verify if your connection is successful: 

Repeat these steps and add all other CCE nodes (PGs, AWs, etc.). Don't forget to test connectivity to every added node! 

Now let's start collecting logs from the CCE. Click Collect Traces Now under Tools and then in the new widow select Group, if you want to download logs from the several CCE VMs, or select Node if you want to receive the logs from an individual CCE component. Click Customize to choose the node processes to trace:

In this demo we will collect the logs for ICM Router's rtr process, AW's configlogger process and both pims on the PG. You can find the description of the processes in my previous posts: for Router, for Logger, for PGs and for the AW. Let's choose the required processes now:

Set Start Time and End Time for your logs and click Ok to start the log collection:

The log collection starts. You will see the the four files with logs will be downloaded into a folder on your local laptop or PC: 

Open this folder on your local laptop (PC): 

You will see the folders with the IP Adresses / Host Names of your CCE nodes:

Open any of this folders. Let's say we open RoggerA folder (10.10.1.20), The will be a zip file with your log for the rtr process:

The similar picture will be seen, if you open PG's folder (10.10.1.26) - the the zip files with pim logs will be present: 

Unzip the desired file and enjoy the log: 

That's how easy you can obtain the logs from any ICM component and process. I hope this post will help you to troubleshoot CCE issues.