How do you enable JTAPI/TSAPI client logs on the Chronicall Server

Question

How do I diagnose a problem with Chronicall's connection to the AES server? For example, if the JTAPI connection goes down for no reason.

Answer

The Chronicall server uses the JTAPI SDK to: connect to the AES server, to consume TSAPI licenses, and to monitor events. In other words, it is Avaya code that is actually managing the connection. If our log doesn't have the necessary details to troubleshoot the problem then it helps to enable the JTAPI/TSAPI logs both on the AES server and on the Chronicall Server. We asked Avaya how to do this a while ago and here are their instructions:
 

Steps
Chronicall

1. Put log4j.properties and TSAPI.PRO into Chronicall\tomcat\webapps\ROOT\WEB-INF\classes\ (Backup the original log4j.properties file so we can put it back to normal when we're finished troubleshooting).
   
   These can be found at: https://drive.google.com/file/d/1A_0Y5bWXK0Qfw0ULBD_Aub0C3swS5gsD/view?usp=sharing
   - or -
   http://gitlab.ximasoftware.com/chronicall/xima/uploads/489b753be88357a5fa7c5bcdae012776/log4j.properties
   http://gitlab.ximasoftware.com/chronicall/xima/uploads/322aa8490e14fb7a8f71b15373feee46/TSAPI.PRO
   
   
2. You should see new logs in Chronicall/tomcat/logs/ called jtapi_trace.log and tsapi_trace.log.

AES

1. Log in to the Linux interface of the AE Services server. Navigate to the '/opt/mvap/conf' directory.
   
   
2. If the file named 'tracemask' does not exist, create a file called 'tracemask' and insert one of the following lines in it:
   
   TSAPI= 0xffffffff Everything on
   TSAPI=0x00000c3e Everything on except mutex tracing and message tracing
   TSAPI=0x00000c3f To see the messages to/from CM for TSAPI use
   
   
3. If there is a file named 'tracemask', modify the TSAPI values, if required.
   
   
4. Save and close the file.
   
   
5. Navigate to the '/opt/mvap/logs' directory. When a TSAPI message is received, a new directory named 'TSAPI' will be created in it. The 'TSAPI' directory contains the log files related to the events occurring in different portions of the system that handle TSAPI messages. You can copy files off the server using a secure FTP tool such as WinSCP.

log4j.properties content

log4j.rootCategory=DEBUG, ROOT_APPENDER
log4j.appender.ROOT_APPENDER=org.apache.log4j.ConsoleAppender
log4j.appender.ROOT_APPENDER.layout=org.apache.log4j.PatternLayout
log4j.appender.ROOT_APPENDER.layout.ConversionPattern=%d [%t] %-5p %c - %m%n

# # # # # # #
# # JTAPI trace to 16 rotating files 50MB each with fine grained logs enabled (Threshold set to ALL), errors to jtapiErrors.log, no msgs to root logger
# #
#           Specify trace and error destinations
#           do not permit data to flow also up to root logger.
log4j.logger.com.avaya.jtapi=ALL, JTAPI_TRACE_APPENDER, JTAPI_ERROR_APPENDER
log4j.additivity.com.avaya.jtapi=false
#           trace data going to a set of rolling files: (1 'current' and 15 'backup'):
#           current is always JTAPI_trace.txt;
#           backup rolls through JTAPI_trace.txt.1, ... JTAPI_trace.txt.15
log4j.appender.JTAPI_TRACE_APPENDER.Threshold=ALL
log4j.appender.JTAPI_TRACE_APPENDER=org.apache.log4j.RollingFileAppender
log4j.appender.JTAPI_TRACE_APPENDER.File=C:/Program Files (x86)/Xima Software/Chronicall/tomcat/logs/jtapi_trace.log
log4j.appender.JTAPI_TRACE_APPENDER.layout=org.apache.log4j.PatternLayout
log4j.appender.JTAPI_TRACE_APPENDER.layout.ConversionPattern=%d [%t] %-5p %c - %m%n
log4j.appender.JTAPI_TRACE_APPENDER.MaxFileSize=50MB
log4j.appender.JTAPI_TRACE_APPENDER.MaxBackupIndex=15
#           error data going to the default file.
log4j.appender.JTAPI_ERROR_APPENDER=org.apache.log4j.RollingFileAppender
log4j.appender.JTAPI_ERROR_APPENDER.Threshold=ERROR
log4j.appender.JTAPI_ERROR_APPENDER.File=C:/Program Files (x86)/Xima Software/Chronicall/tomcat/logs/jtapi_errors.log
log4j.appender.JTAPI_TRACE_APPENDER.MaxFileSize=50MB
log4j.appender.JTAPI_TRACE_APPENDER.MaxBackupIndex=15
log4j.appender.JTAPI_ERROR_APPENDER.layout=org.apache.log4j.PatternLayout
log4j.appender.JTAPI_ERROR_APPENDER.layout.ConversionPattern=%d [%t] %-5p %c - %m%n

TSAPI.PRO Contents

altTraceFile=C:/Program Files (x86)/Xima Software/Chronicall/tomcat/logs/tsapi_trace.log
debugLevel=7