Trace Bit

LogMask and Collected Logmask

The Harmony Agent Adapter and the Harmony Routing Adapter have the same logging concept. For both components, the tracing is controlled by the LogMask and CollectedLogMask in the respective configuration file.

The LogMask setting is a bit mask that controls which tracing information is switched on or off. This setting is dynamic, meaning that neither of these adapters have to be restarted for the adjusted trace mask to take effect.

[core]
...
LogMask=0xXXXXXXXX
...

The collected bit of the log mask is set by the most significant byte (MSB) of the LogMask setting and is used to write collected log messages. Change this single digit by adding the COLLECTED (0x80000000) message to enable the collected log messages. If the collected message pool contains one or more messages with the same or a lower trace level than the trace level of the Log Mask setting, the collected message pool is written into the log file. Collected tracing activates additional logging mechanisms that allow the inspection of complete transactions bundled into a collection of log messages.

The CollectedLogMask setting is, as the LogMask setting, a bit mask that controls which collected tracing information is switched on or off. This setting is dynamic, i.e. Both adapters do not have to be restarted for the adjusted collected log mask to take effect.

[core]
...
CollectedLogMask=0xXXXXXXXX
...

Trace bits and Least Significant Byte

The LogMask and the CollectedLogMask settings are controlled with trace bits. The following graphic illustrates this:

The log mask trace level is set by the least significant byte (LSB) of The LogMask and the CollectedLogMask settings. Change this single digit to set a new trace level.

Least Significant Byte (LSB)	Meaning
xxxxxxx0	Logging is turned off
xxxxxxx1	Only fatal errors are logged
xxxxxxx2	Only fatal errors and errors are logged
xxxxxxx3	Only fatal errors, errors and warnings are logged
xxxxxxx4	Only fatal errors, errors, warnings and informational messages are logged
xxxxxxx5 - xxxxxxxF	Fatal errors, errors, warnings, informational and debug messages are logged

The following list shows all defined trace bits of the log mask. They are only relevant when the trace level of the log mask is set to log debug messages. Conversely, setting the trace level to log debug messages requires that also one or several of the trace bits are set. Multiple messages can be combined via bitwise OR.

Definition for Agent Adapter	Trace Bit	Definition for Routing Adapter	Trace Bit
COMMUNICATION	0x00000010	COMMUNICATION	0x00000010
SCHEDULER	0x00000020	SCHEDULER	0x00000020
CONFIGURATION	0x00000040	CONFIGURATION	0x00000040
HEARTBEAT	0x00000080	HEARTBEAT	0x00000080
CREATE	0x00000100	CREATE	0x00000100
DELETE	0x00000200	DELETE	0x00000200
HACK	0x00000400	HACK	0x00000400
AGENTADAPTER	0x00001000	ROUTINGADAPTER	0x00001000
AGENTS	0x00002000	MEDIATASKS	0x00002000
VOICECALLS	0x00004000	ASSEMBLYLOAD	0x00004000
MEDIATASKS	0x00008000	HARMONY	0x00010000
HARMONY	0x00010000	HARMONYCOMM	0x00020000
HARMONYCOMM	0x00020000	MRI	0x00100000
OM-VERBOSE	0x00040000	MRICOMM	0x00200000
OM-INFO	0x00080000	MRIHEART	0x00400000
FINESSE	0x00100000	MRIQUEUEING	0x00800000
FINESSECOMM	0x00200000	TRGATE	0x02000000
FINESSEHEART	0x00400000	TRSERVER	0x04000000
FINESSERESOURCES	0x00800000	TRCOMM	0x08000000
REROUTECLIENT	0x01000000
REROUTECOMM	0x02000000

Note that the most significant byte (MSB) of the LogMask setting must be set to activate the collected log messages. If this byte is not set, the CollectedLogMask setting has no effect and no collected trace messages are logged.

Traces for Troubleshooting

Harmony Agent Adapter

Default Trace Low

LogMask=0x00040015 CollectedLogMask=0xfffffff3

Required for troubleshooting

LogMask=fffffff5 CollectedLogMask=0xfffffff5

Harmony Routing Adapter

Default Trace Low

LogMask=0x00000015 CollectedLogMask=0xfffffff3

Required for troubleshooting

LogMask=fffffff5 CollectedLogMask=0xfffffff5

Warning: Changing these values can have a serious impact on client performance. They should only be modified by experienced field personnel or at the request of b+s support personnel.

File Size, count and location

File size and file count of both Adapter logs can be configured in the respective configuration file

...
MaxLogFileSize=100MB
MaxLogFileCount=10
...

The size of log files can be defined in kilobyte (KB) or megabyte (MB).

In large contact centers with many agents or high customer contact volume, the default log file size and count may not cover a sufficient time range. In that case you should modify this configuration.

For example when using the default log mask with a load of 200 agents with 30 calls per agent and per hour you need approx. 14 GB of log files for 2 days (48 hours). Using 100 MB files you will then need approximately 140 of them.

Harmony Agent Adapter and Harmony Routing Adapter logs are written in text format into the log directory. By default, this directory is:

C:\ProgramData\BucherSuter\logfiles

The output files are simple ASCII text and can be opened with a conventional text editor, such as Notepad.