CUCM Collected Logs: fetch the trace files of a service

What it is for

With CUCM Collected Logs you fetch the log and trace files of a CUCM service for a time window without starting RTMT. You need this when Cisco support or your own engineer asks for the original files, for example the traces of Cisco CallManager or Cisco CTIManager around the time of a fault.

EasyUC creates a collection job for this. A background service asks the CUCM log collection interface for the files of the service in the time window, downloads them and stores them on the EasyUC server. The page shows the state of each job and offers the files for download. Nothing is changed on the CUCM.

Prerequisites

Licence module cucm and a working CUCM connection.
Page role ROLE_APP_VIEW_LOG_PAGE for the menu entry.
The AXL user of the connection may collect traces on the CUCM (CUCM roles Standard CCM Admin Users and Standard RealtimeAndTraceCollection).
The traces you want are switched on for the service on the CUCM. EasyUC can only fetch what the CUCM has written.
The background service for CUCM log collection is running.

Step by step: collect and download logs

Select the CUCM connection in the header.
Open Logs → CUCM Collected Logs. The page is titled Collected CUCM Logs.
Click Create Download Logs Service at the top right.
In the Save a new Service for Collect CUCM Logs dialog, choose the CUCM service under Select Service.
Check the Timezone.
Choose the day or the date range in the calendar.
Set Start Time and End Time. Keep the window as small as possible.
Click Save. The job appears in the list with the status "Download from CUCM in Pending".
Wait until the status changes. Open the page again if required.
In the row, click Actions → Download Files. The browser downloads the files of the job one by one.
After the evaluation, delete the job with Actions → Delete. This also removes the files on the EasyUC server.

Fields and options

Fields and options
Field / action	Meaning and use
Select Service	CUCM service whose logs are collected. The list comes from the CUCM.
Timezone	Time zone in which start and end are meant.
Date range, Start Time, End Time	Time window for which the CUCM is to supply files. Selectable in one-minute steps.
Service Name filter (column header)	Shows only the jobs of one service.
Date filter (header)	Shows only jobs from the selected period.
Download Files	Appears as soon as the job contains files.
Retry get from CUCM	Appears only for partially successful jobs and fetches the missing files again.
Delete	Removes the job including its files after a confirmation prompt.

How to read the list

How to read the list
Field / action	Meaning and use
Service Name	CUCM service of the job.
From DateTime / To DateTime	Time window requested.
Status "Download from CUCM in Pending" (blue)	The job is waiting or running.
Status "Download from CUCM Success" (green)	All files were downloaded.
Status "Download from CUCM Success Partial" (yellow)	Only some of the files were downloaded. Details are behind the info icon.
Status "Download from CUCM Error" (red)	The retrieval failed.
Status "No Files Found" (dark)	The CUCM supplied no files for the service and time window.
Info icon next to the status	Opens, per file, name, status (Pending, Success, Error), timestamp and, for errors, the error text.
Created At / Updated At	Time of the job and of the last status change.

Check the result and narrow down errors

You recognise success by the green status and by Download Files delivering the trace files.
"No Files Found": check time window and time zone. Tracing must be active for the service on the CUCM, and the files must not have been overwritten yet.
If the status stays on "Download from CUCM in Pending" permanently, the background service is not working. Check the background services in the EasyUC Manager.
For "Download from CUCM Success Partial", open the info icon, read the error of the affected file and choose Retry get from CUCM.
For "Download from CUCM Error", check that the CUCM nodes can be reached and check the CUCM roles of the AXL user.
Large time windows produce many large files. Check the free space under Storage and delete finished jobs.
For the question of what happened to a single call, call diagnostics is the shorter route: it already filters the traces down to the call.
Trace files contain phone numbers and device addresses. Pass them on only to the intended recipient.