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Contributed by Praveen Alampally and Arundeep Nagaraj, Cisco TAC Engineers.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Webex Contact Center (formerly Customer Journey Platform (CJP))
• Contact Center and Voice Over Internetworking Protocol (VoIP)

Note: This document is targeted towards customers and partners, who have deployed Webex Contact Center to their network infrastructure.

Components Used

This document is not restricted to specific software or hardware versions.

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.

Collect Generic Information for all Webex Contact Center Issues

Problem Description - Gather complete information bout the exact issue. Include information, such as how many users are affected, the exact timestamp, and so on.

Setup Type - Is this a new deployment?

Configuration Changes - Any recent changes on the Webex Contact Center Dashboard or the network?

Business Impact - Define the exact business impact. Associate it to a number, if possible. For example, this issue impacts 20 agents, 9 out of 10 calls to the call center fail, and so on.

Tenant Name - This is found on the top right corner of the Dashboard page.

Tenant Name

Customer Org ID: If Deployed through Control Hub

Common Issues

Capture Browser Logs

Browser logs are a great source of information to help understand a browser's behavior. There are times when TAC asks you to provide browser logs to understand the communication and data exchange between the Agent Desktop and the server. Browser logs constitute Console logs and Network logs.

Enable timestamps on your browser 

Before you collect the browser's logs (or console logs) from Chrome or Firefox, enable timestamps on your browser. This helps to synchronize client and server timings.

Enable timestamps and preserve logs upon navigation.

Chrome

1. From the menu bar, choose View > Developer > Developer Tools.
2. Click the Customize and Control Dev Tools button (3 vertical dots).
3. Click Settings.
4. Under Preferences, check these checkboxes:
   - Log XML HTTP Requests
   - Show timestamps
   - Preserve log upon navigation
   
   

Firefox

1. From the menu bar choose Tools > Web Developer > Toggle Tools.
2. Clock Customize Developer Tools and Get Help.
3. Click Settings (the cog button)
4. Check the Enable timestamps check box.
   
   

Collect Console Logs

The console gives you information about a page, while that page is opened. Ultimately, the messages you see in the console, either come from the web developers, who built the page, or the browser itself. When someone logs a message to the console, they can indicate the importance, or severity level of the message.

Chrome or Firefox

1. Open the Developer Tools (right-click anywhere on the browser and choos Inspect).
2. Perform  the steps of the scenario to capture.
3. Navigate to the Console Tab.
4. Based on your browser:
   - Right-click and choose Save as (notepad tex file).
   - Right-click and choose Select All. Right-click and choose Copy.
   - - Paste that into a text file.
5. Attach the text files to your support ticket.
   
   

Internet Explorer (IE)

1. Press the F12 key to open the Developer Tools Widows.
2. In the Console tab, enter the AgentSDK.EnableIE11DebugLogging(true) command to enable extra logging.
3. Perform the steps of the scenario to capture.
4. From the Console tab, right-clock and choose Copy All.
    
5. Enter the AgentSDK.EnableIE11DebugLogging(false) command to disable extra logging:
   
   

Collect Hyper Text Transfer Protocol Archive format (HAR) Logs

The HTTP Archive format, or HAR, is a JSON-format archive for logging of a web browser's interaction with a site.

Chrome of Firefox

1. Open Google Chrome and navigate to the page where the issue occurs.
2. Open the Developer Tools (right-clock anywhere on the browser and choose inspect).
3. Look for a round Record button () in the upper-left corner of the Network tab; red indicates recording is in progress and grey indicates it is disabled.
4. Check the Preserve log check box.
5. Click the Clear button () to clear out any previous logs from the Network tab.
6. Perform the steps of the scenario to capture.
7. Right-clock anywhere on the grid of network requests, choose Save as HAR with Content or Save all as HAR, and save the file to your computer.
   
   

How to generate a HAR on Microsoft Edge or Miscrosoft Internet Explorer

1. Browse the URL where you wish to start the capture.
2. Navigate to Developer Tools (use F!@ as a shortcut) and click the Network tab.
3. Perform the steps of the scenario to capture.
4. Click Export as HAR.
5. Click Save As... to save the HAR file (or Extensible Markup Language (XML) if you use an older version of Internet Explorer.