System Monitor Tracing for Active Recording

Issue

Active Recording is failing to capture recordings. Please use this article if you encounter the following:

• All steps in this article have failed to resolve the issue.
• The following entry appears in tomcat logs

  • DEVLINK3_CONNECT_FAILED

    • Tomcat logs are generally located at:

      • C:\Program Files\Avaya Call Reporting\tomcat\logs

      • /var/lib/avaya_call_reporting/tomcat/logs

• Premature BYE events in the Recording Library logs
  • Recording Library logs are generally located at

    • C:\Program Files\Avaya Call Reporting\recording library\logs

    • /var/lib/avaya_call_reporting/recording library/logs

• Other anomalies that show there may be deeper causation for ACR issues.

Question

How can System Monitor trace filters be used to help gather more information from the IP Office to ACR connection?

Answer

Using the correct filters, we can generate Monitor Trace with an output log file for review.

Steps

1. The notable filters should be enabled in System Monitor > Filters > Trace Options to provide accurate logs on the IPO connection:
   
   • Call Tab:
     
     
     
     
   • Sip Tab:
     
     
     
     
   • CTI Tab:
     
     
     
     
2. Once the filters are selected, please run the Monitor Trace and save the log by selecting File > Log Preferences...
   
   
   
   
3. Next, select the following options:
   
   
   
   
4. Under Log Filename, specify a path and file to save the log output:
   
   
   
   
5. Finally, gather the saved log file and attach it to the Xima Care ticket for your assigned Support Agent to review.