Webex for BroadWorks Troubleshooting Resources
Contacts
Starting in October 2020, we are migrating BroadSoft customer support to Cisco CX support processes and tools. This means that Webex for BroadWorks partners need to move from using Xchange for case management to using Support Case Manager (SCM). We expect the migration run for approximately 3 months and through the end of calendar year 2020. The BroadWorks/UCaaS TAC team will start supporting cases in CSOne / Lightning instead of BroadSoft Jira when you are migrated over. You may need to refer to cases in both systems during the migration period. See Legacy BroadSoft Support Transition for details. |
Useful Log Files
Log name | Source | Useful for troubleshooting |
PSLog | Application Server | Flowthrough provisioning |
tomcat access_log | XSP | Webex app login |
XsiActionsLog | XSP | Webex app login interactions with Webex IDP Proxy, client interactions for device profiles query |
authenticationService log | XSP | Webex app login (token validation and issuing) |
XSLog | XSP? |
Mobile subscriptions for push notifications Call signalling |
Webex app startup log |
Windows: Mac: /Users/{username}/Library/Logs/SparkMacDesktop/current_log Mobile: Use Send Logs |
Startup (sequence) Entitlement checks for the user BWC library initialization for connecting to BroadWorks getUserProfile & JwT token fetch logging |
BroadWorks calling Webex app log |
Client Windows: \Users\{username}\AppData\Local\CiscoSpark\bwc\current_log.txt Mac: /Users/{username}/Library/Logs/SparkMacDesktop/bwc/current_log Mobile: Use Send Logs |
All SIP traffic for Registration and Calls Keep Alive traffic to BWKS Backend Mid call features that require signalling (Hold/Resume, Transfer, etc.) |
Media (Webex Media Engine) log |
Client Windows: \Users\{username}\AppData\Local\CiscoSpark\media\*.log Mac: /Users/{username}/Library/Logs/SparkMacDesktop/media/ Mobile: Use Send Logs |
All Media logging Codecs negotiated for a call Mid Call features |
Reading List
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Webex for BroadWorks Partner Knowledge Portal: https://www.cisco.com/go/wbx4bwks.
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XSP Platform Configuration Guide (R23): https://xchange.broadsoft.com/node/1033484
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BroadWorks Software Management Guide (R23): https://xchange.broadsoft.com/node/1034035
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Cisco BroadWorks Device Management Configuration Guide (R23): https://xchange.broadsoft.com/node/1031995
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Broadworks Xsp Command Line Interface Administration Guide: https://xchange.broadsoft.com/node/1034192
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Long-Lived Authentication Token Feature Description Release 23.0 https://xchange.broadsoft.com/node/1027115
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SAML Authentication integration guide, R22: https://xchange.broadsoft.com/node/1031642
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Cisco BroadWorks SSL Support Options Guide: https://xchange.broadsoft.com/node/1032051
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Cisco CI Support Feature Description: https://xchange.broadsoft.com/node/1052408
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Notification Push Server (Feature Description): https://xchange.broadsoft.com/node/485737
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Push Notification Support for Calls Feature Description Release 22.0
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Communicator (Android) Migration to Firebase Method of Procedure Release 22.4.1
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BroadWorks Storage of Device Tokens for Push Notifications Feature Description Release 22.0
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Cisco BroadWorks System Capacity Planner (spreadsheet): https://xchange.broadsoft.com/node/473873
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Cisco BroadWorks Platform Dimensioning Guide: https://xchange.broadsoft.com/node/479629
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Cisco Broadworks System Engineering Guide: https://xchange.broadsoft.com/node/422649
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Communicator for Desktop (UC-One for Desktop) Configuration Guide Communicator Release 22.9.12 UC-One SaaS Release 3.9.12
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CI Authentication Support Requirements Document Version 1.0 MR-7136