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Version: 6.2

Logs

Retrieve a log file from the CRM

Step 1: Open Apps overview.

Open Apps overview

Step 2: Navigate to b+s Connects for Cisco Contact Center.

b+s Connects for Cisco Contact Center

Step 3: Go to Connects Agents and select the agent you want to retrieve the logs for.

Open Agent Settings

Step 4: Scroll to the "My Logs" section and click on the log to download.

Download Log data

The name of the record is: <AgentID>:<Extension>_<Tab_ID>_<Log_Timestamp>

info

If a log is bigger than the allowed size, it will be split, and an additional suffix will indicate the order of the log records.

The allowed size is stored in the property maxuploadfilesize of the organization entity.

Retrieve a log file from the Finesse server

Step 1: Open URL https://<finesse_Server>/finesse/logs/clientlogs/ in a browser window and login with admin credentials.

Finesse client logs

Step 2: Right click on the log record and select "Save link as...".

Finesse client logs data

The name of the record is: Desktop-ClientLog.<Finesse_AgentID>.<Log_Timestamp>

Log files should not be larger than 1.5 MB. If the size of a log file exceeds this value, the Finesse API will report an error. If this occurs you will need to adjust the logging parameters described above to their default values.

The maximum size of this directory is 100 MB. When the directory reaches 100 MB, older files are deleted to keep the size below 100 MB.

Step 3: Save it as json file - e.g. log.json.