Log Viewer Help - PureConnect Resource Center

Log Viewer Help - PureConnect Resource Center
Log Viewer
Help
Interactive Intelligence Customer Interaction Center® (CIC)
2015 R1
Last updated September 4, 2014
(See Change Log for summary of changes.)
Abstract
Log Viewer is an Interaction Center utility that reads application and subsystem log files. Log files
provide a record of processing steps completed and record the status of an application or subsystem at a
specific point in time. For this reason Log Viewer is useful for troubleshooting problems and for
understanding the internal processing of software applications and IC server subsystems. This
document explains how to use Log Viewer to examine IC subsystem and application logs.
Interactive Intelligence Inc.
7601 Interactive Way
Indianapolis, Indiana 46278
Telephone/Fax (317) 872-3000
www.ININ.com
Copyright and Trademark Information
Interactive Intelligence, Interactive Intelligence Customer Interaction Center, Interaction Administrator, Interaction Attendant,
Interaction Client, Interaction Designer, Interaction Tracker, Interaction Recorder, ION, icNotify, Interaction Mobile Office,
Interaction Optimizer, and the “Spirograph” logo design are registered trademarks of Interactive Intelligence, Inc. Interactive
Intelligence Group, Inc., Interaction Center Platform, Interaction Monitor, Customer Interaction Center, EIC, Interaction Fax Viewer,
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Messaging Interaction Center and MIC are trademarks of Interactive Intelligence, Inc.
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FAQ, and Interaction Marquee are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2002-2014 Interactive
Intelligence, Inc. All rights reserved.
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Other brand and/or product names referenced in this document are the trademarks or registered trademarks of their respective
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DISCLAIMER
INTERACTIVE INTELLIGENCE (INTERACTIVE) HAS NO RESPONSIBILITY UNDER WARRANTY, INDEMNIFICATION
OR OTHERWISE, FOR MODIFICATION OR CUSTOMIZATION OF ANY INTERACTIVE SOFTWARE BY INTERACTIVE,
CUSTOMER OR ANY THIRD PARTY EVEN IF SUCH CUSTOMIZATION AND/OR MODIFICATION IS DONE USING
INTERACTIVE TOOLS, TRAINING OR METHODS DOCUMENTED BY INTERACTIVE.
Interactive Intelligence, Inc.
7601 Interactive Way
Indianapolis, Indiana 46278
Telephone/Fax (317) 872-3000
www.ININ.com
Table of Contents
Log Viewer ................................................................................................................................................ 5
Logging Backgrounder.............................................................................................................................. 6
NT event logs ....................................................................................................................................... 7
Subsystem logs .................................................................................................................................... 7
Application logs .................................................................................................................................. 13
Log Viewer Procedures ........................................................................................................................... 14
Access Help Topics .............................................................................................................................. 14
Access version information .................................................................................................................. 14
Analyze distinct context attribute values ................................................................................................ 14
Apply a quick string filter ..................................................................................................................... 15
Clear All Filters ................................................................................................................................... 15
Clear Global Time Range Filter ............................................................................................................. 15
Clone a log window ............................................................................................................................. 16
Close a log file.................................................................................................................................... 16
Colorize columns in the message list ..................................................................................................... 17
Control log verbosity ........................................................................................................................... 17
Copy log entries to other applications using the clipboard ........................................................................ 24
Decrypt a log message ........................................................................................................................ 25
Decrypt multiple log messages ............................................................................................................. 26
Delete a log file .................................................................................................................................. 26
Delete a saved filter ............................................................................................................................ 27
Display log header information ............................................................................................................. 27
Exit Log Viewer .................................................................................................................................. 27
Export to File ..................................................................................................................................... 27
Find Text ........................................................................................................................................... 27
Import Filters ..................................................................................................................................... 28
Jump to Matching Scope/Create ........................................................................................................... 28
Jump to (or near) a specific timestamp ................................................................................................. 29
Jump to next/previous thread message ................................................................................................. 29
Launch TraceConfig utility .................................................................................................................... 29
Manage Columns in the message list ..................................................................................................... 29
Open a log file .................................................................................................................................... 32
Open latest log file in a series .............................................................................................................. 32
Refresh the log automatically ............................................................................................................... 32
Refresh the log manually ..................................................................................................................... 32
Reopen a log file................................................................................................................................. 32
Replace current log with latest in series ................................................................................................. 33
Save the current filter ......................................................................................................................... 33
Search forward or backward on message type ........................................................................................ 33
Search forward or backward on message color ....................................................................................... 34
Search forward or backward on named expressions ................................................................................ 34
Select all log entries in a message list ................................................................................................... 34
Set application options ........................................................................................................................ 34
Set complex filters .............................................................................................................................. 34
Set global time range filter .................................................................................................................. 35
Set global time range filter begin .......................................................................................................... 35
Set global time range filter end ............................................................................................................ 36
Set manual time offset ........................................................................................................................ 36
iii
Log Viewer Help
Set global trace level filter ................................................................................................................... 37
Show or hide context attributes in message detail .................................................................................. 37
Show or hide function names in log messages ........................................................................................ 38
Show or hide related source code ......................................................................................................... 38
Show or hide the status bar ................................................................................................................. 39
Show or hide the toolbar ..................................................................................................................... 39
Snip or merge log files ........................................................................................................................ 39
Synchronize timestamps for a time zone ............................................................................................... 40
Synchronize with other logs ................................................................................................................. 40
Use Search menu commands to trace call levels ..................................................................................... 40
Undo/Redo Filters ............................................................................................................................... 41
Use Bookmarks .................................................................................................................................. 41
Use Stored Filters ............................................................................................................................... 42
Log Viewer User Interface....................................................................................................................... 42
About dialog ...................................................................................................................................... 42
Bookmarks dialog ............................................................................................................................... 43
Change Columns dialog ....................................................................................................................... 44
Enter Coloring Regular Expressions dialog.............................................................................................. 45
Export Output File dialog ..................................................................................................................... 45
File Open dialog.................................................................................................................................. 46
Filter Configuration dialog .................................................................................................................... 47
Find Text dialog .................................................................................................................................. 67
Global Time Range Filter dialog ............................................................................................................ 68
Key Management dialog ...................................................................................................................... 68
Log Header dialog ............................................................................................................................... 70
Log Snip/Merge Utility ......................................................................................................................... 72
Message Decryption Key dialog ............................................................................................................ 73
Options dialog – Misc tab ..................................................................................................................... 74
Options dialog – Perforce tab ............................................................................................................... 76
Save Current Filter As dialog ................................................................................................................ 77
Select Time Zone dialog ...................................................................................................................... 78
Snipper Monitor dialog ........................................................................................................................ 78
Timestamp Selection dialog ................................................................................................................. 79
Change Log .......................................................................................................................................... 80
Glossary ............................................................................................................................................... 82
Index ...................................................................................................................................................... 85
iv
Log Viewer
This document is for administrators and end-users who are interested in the CIC logging process and the Log
Viewer utility in particular. General familiarity with the Interaction Center platform is assumed.
Overview
The Interaction Center saves detailed information about the operation of its subsystems in log files. Generally
speaking, subsystem logs provide a record of completed processing steps and record the status of an application or
subsystem at a specific point in time. Subsystem logs are sometimes called trace logs, since they trace the
execution of software programs. Logs can be analyzed to determine normal and abnormal system functions. For
this reason, logs are useful for troubleshooting purposes. This publication introduces the reader to CIC subsystems
and the logging process. It explains how to use Log Viewer to set trace levels, snip log files, and filter examine
logs.
What to do First
Read background information about Logging in CIC
Learn about Log Viewer's User Interface
Find out what is new in Log Viewer
Log Viewer Procedures
Access Help topics
Access version information
Analyze distinct context attribute values
Apply a quick string filter
Clear all filters
Clear global time range filter
Clone a log window
Close a log file
Colorize columns in the message list
Control log verbosity
Copy log entries using the clipboard
Decrypt a log message
Decrypt multiple log messages
Delete a log file
Delete a saved filter
Display log header information
Exit Log Viewer
Export to File
Find Text
Import Filters
Jump to (or near) specific timestamp
Jump to Matching Scope/Create
Jump to next/previous thread message
Launch the TraceConfig utility
Manage columns in the message list
Manage Window settings
Open a log file
Open the latest log file in a series
Refresh the log automatically
Refresh the log manually
Reopen a log file
Replace current log with latest in series
Save the current filter
Search forward or backward on message color
Search forward or backward on message type
Search forward or backward on named expressions
Select all log entries in a message list
Set application options
Set complex filters
Set global time range filter
Set global time range filter begin
Set global time range filter end
Set global trace filter
Set manual time offset
Show or hide context attributes in message detail
Show or hide function names in log messages
Show or hide related source code
Show or hide the status bar
5
Log Viewer Help
Show or hide the toolbar
Snip or merge log files
Synchronize timestamps for a time zone
Synchronize with other logs
Undo/Redo Filters
Use Bookmarks
Use Search menu commands to trace call levels
Use Stored Filters
Logging Backgrounder
The Interaction Center platform is composed of software components, called subsystems. These components are
written in the C++ language to maximize performance. Individual subsystems work together via a central
communication hub known as the Notifier. Each subsystem is critical to the overall system, but operates
independently.
This modular design logically separates each subsystem so that the system can continue operating if a subsystem
ceases to function or performs abnormally. Also, if one component of the product requires an update, only the
parts associated with that component are updated—the entire system does not need to be upgraded.
The Interaction Center saves detailed information about the operation of subsystems in log files. Logs maintain a
record of processing steps completed, and record the status of an CIC subsystem at a specific point in time. The
information in logs is useful for troubleshooting purposes. System administrators and support representatives often
analyze logs to diagnose system behavior.
Logs have an .ininlog extension
•
The .ininlog extension identifies a trace log file.
•
The .ininlog.ininlog_idx identifies the index file of a trace log.
Other supported file formats
•
VwrLog log files.
•
.evt files created by Windows Event Log service, a Control Panel Administrative tool.
•
.syslog files from any syslog-compatible source, such as telephony driver applications such as Intel HMP,
Dialogic, and so on.
•
.txt logs. Some telephony drivers optionally generate syslog-format files in plain ASCII text format. Log Viewer
can open syslog files that have been saved in text format.
6
Glossary
Processes, threads, and time slicing
Each CIC subsystem is a Windows process that communicates with other subsystems via threads. To understand
how the Interaction Center functions internally, it is important to conceptually understand processes, threads, and
time slicing.
•
A process is the execution of a program. It is a collection of virtual memory space, code, data, and system
resources. Each process is a distinct entity, able to execute and terminate independently of all other processes.
A 32-bit application has at least one process and one thread. A processor executes threads, not processes.
Prior to the introduction of multiple threads of execution, applications were all designed to run on a single
thread of execution.
•
Threads are the basic unit to which an operating system allocates processor time. A thread is code that is to be
serially executed within a process and more than one thread can be executing code inside a process. Each
thread maintains exception handlers, a scheduling priority, and a set of structures the system uses to save the
thread context until it is scheduled. The thread context includes all of the information the thread needs to
seamlessly resume execution, including the thread's set of CPU registers and stack, in the address space of the
thread's host process.
•
Time Slicing. A program can allocate processor time to units in its body. Each unit is then given a portion of the
processor time. Even if your computer has only one processor, it can have multiple units that work at the
same time. The trick is to slice processor time and give each slice to each processing unit. The smallest unit
that can take processor time is called a thread. A program that has multiple threads is referred to as a
multithreaded application.
Types of logging performed
1.
Critical system messages are written to the Windows Event log on the server.
2.
Entries that trace the operation of CIC subsystems and applications are written to CIC subsystem logs on the
CIC server.
3.
Application logs are saved on the local workstation.
NT event logs
Critical system messages are written to NT Event Logs. In general, NT Event logs are reserved for high-priority
messages that require the immediate attention of a system administrator.
NT Event Logs are viewed using Microsoft Management Console.
Subsystem logs
Subsystem logs document the operation of various CIC subsystems. This type of logging is more verbose than NT
Event Logs.
A subsystem log is a binary file that stores information about an event of some sort, to record a normal operation
or an abnormal condition that affected a subsystem. Subsystem logs are called trace logs, since they trace the
activities performed by a system.
7
Log Viewer Help
Most CIC subsystems have a dedicated log that stores information about error conditions, warnings, and other data
that helps track the processing behavior of the subsystem. A software subsystem typically logs messages when it
passes control to a routine, encounters a problem, or otherwise needs to record work performed. The degree of
detail written to logs is configurable for each CIC subsystem.
Location of IC subsystem logs on the server
CIC subsystem logs are stored in the \Logs share on the server. The physical path is \i3\IC\Logs. This folder
contains log folders named using the current date, in the form YYYY-MM-DD. See Files in the Logs share for
information about log files stored in this share.
Changing the default log folder
The location of the CIC logs folder is configurable. You can change the log path using the CIC System Manager
utility.
Log Size Thresholds
If a log file exceeds an internal size threshold, it is broken into separate log files within the folder for that day.
Subsequent log files are numbered sequentially. For example, a log that spans two files might be named:
d:\I3\IC\Logs\2011-07-19\ININ.UpdateProviderServiceD.ininlog
d:\I3\IC\Logs\2011-07-19\ININ.UpdateProviderServiceD_1.ininlog
In this example, a second log was created with a "_1" suffix when the original log exceeded its maximum size
limit. The log file threshold setting is not configurable.
Automatic Log File Compression
Subsystem log files are zipped by a nightly compression routine. A 24-hour formatted time when compression of
log files occurs is configured in Interaction Administrator. To change this time, open Interaction Administrator and
select the System Configuration container. Double-click the Configuration entry. When the System Configuration
dialog appears, click on the Trace Logs tab. Change the Log File Compression Time. Then press OK.
8
Glossary
Security Considerations
Since trace Logs can contain sensitive information, customers are strongly advised to limit access to CIC servers.
When tracing is turned up, the content of handler variables is logged when a tool assigns an output parameter.
Likewise, information coming and going to databases is also logged.
Verbose logging of normal business logic could potentially be exploited by an attacker who filters logs for a
particular call and looks at the individually detected digits. By examining the timestamps of the traces, the attacker
might be able to identify menu items, SSNs, account numbers, credit card numbers, expiration dates, and other
sensitive data. Interactive Intelligence provides trace logs for diagnostic purposes only. Customers are responsible
for protecting sensitive information in trace logs as part of their overall data management policies.
Another potential concern is the dissemination of log files to off-site partners or support representatives.
Customers can address this by providing a temporary terminal service login to the machine that has the Trace
Viewer installed.
Files in the Logs share
CIC logs are stored in the \Logs share on the server as zip files. The physical path is \i3\IC\Logs, unless the
location of the default log folder was changed. The table below lists the names of major subsystem and application
logs on an CIC server.
Log File Name
Description
AccServer.ininlog
AccServer
\I3\IC\Server\AccServerU.exe
This subsystem keeps track of accumulators running in CIC. Accumulators
are similar to system registers. They count events as they occur in the CIC's
Interaction Processor. Instances of these events are stored in variables and
are accessible in report logs or other handlers using the Accumulator tools in
Interaction Designer.
ACDServer.ininlog
AcdServer
\I3\IC\Server\AcdServerU.exe
This subsystem allows users and supervisors to define specific circumstances
(e.g., average hold time > 10 minutes) under which they are to be alerted
and the means by which the alert is to occur (e.g., e-mail, pager, phone call,
etc.).
AdminServer.ininlog
AdminServer
\I3\IC\Server\AdminServerU.exe
Admin Services retrieves security and profile information from Directory
Services.
AlertServer.ininlog
AlertServer
\I3\IC\Server\AlertServerU.exe
Alert Server allows users and supervisors to define specific circumstances —
such as average hold time > 10 minutes — under which they are to be
alerted. Alert Server also enables users and supervisors to set the alert
method occur such as e-mail, pager, phone call, and so on.
BridgeHost.ininlog
BridgeHost
\I3\IC\Server\BridgeHostU.exe
The IP Bridge Host is the connector between the thin clients and the Session
Manager. It translates network protocols, socket-level security checking, and
other tasks during a thin client-to-Session Manager exchange.
CallLog.ininlog
Record of interactions passing through CIC.
ClientServices.ininlog
Client Services
\I3\IC\Server\ClientServicesU.exe
Client Services keeps track of logged-in users, their status, and their rights
based on security configurations. Without Client Services there would not be
a client interface, such as Interaction Client.
ClusterConnector.ininlog
ClusterConnector
9
Log Viewer Help
Log File Name
Description
\I3\IC\Server\ClusterConnectorU.exe
ClusterConnector is a clustering component.
CompressorManger.ininlog
Compressor Manager
\I3\IC\Server\CompressorManagerU.exe
Compression Manager reduces the size of audio recordings (such as voice
mail messages) using TrueSpeech and other compression algorithms.
DataManager.ininlog
DataManager
\I3\IC\Server\DataManagerU.exe
Data Manager is the CIC subsystem that services RWP lookup requests, as
well as contact directory requests. Data Manager keeps track of data sources
used to display Contact Directory and Speed Dial notebook pages in
Interaction Client.
DSServer.ininlog
Directory Services
\I3\IC\Server\DSServerU.exe
Directory Services provides the interface to the proprietary data store
(configuration repository) that CIC uses to store system configuration
information.
DSsink.ininlog
DSSink
\I3\IC\Server\DSSinkU.exe
DSSink is an CIC clustering component.
EMS Server.ininlog
EMS Server
\I3\IC\Server\EMSU.exe
This server manages Multi-Site functions using on an CIC peer site.
FaxServer.ininlog
FaxServer
\I3\IC\Server\FaxServerU.exe
Fax Services is the CIC subsystem that sends and receives faxes.
HostServer.ininlog
HostServer
\I3\IC\Server\HostServerU.exe
Host Services allow CIC to communicate with mainframes and IBM AS/400
systems using the 3270 and 5250 terminal emulation protocols.
Interaction
Administrator.ininlog
Application log for Interaction Administrator.
Interaction Designer.ininlog
Application log for Interaction Designer.
IP.ininlog
IP
\I3\IC\Server\IPU.exe
Interaction Processor (IP) is the CIC subsystem that processes low-level
subsystem events in order to implement higher-level business logic. For
example, Interaction Processor starts an instance of a handler in response to
an event.
Interaction Processor tells the system how to behave based upon any events
that occur. An incoming call is just one example of an event that CIC
recognizes. Programs called handlers respond to unique events and specify
how the system will behave. When the Interaction Processor recognizes an
event that it needs to act upon, it turns to the list of handlers to determine
which one should respond to that event.
It then runs an instance of that handler and any subroutine handlers that are
necessary. Multiple instances of handlers can run at the same time, as those
multiple events occur. Once the handler has completed its routine, it deletes
itself from the system.
IPDBServer.innlog
10
IPDBServer
Glossary
Log File Name
Description
\I3\IC\Server\IPDBServerU.exe
IPDB Server connects Interaction Processor to a specified database when
Database tools are used.
IPServer.ininlog
IpServer
\I3\IC\Server\IpServerU.exe
IP Server manages helper tasks for Interaction Processor and Report
Logging. It logs line activity, and manages part of the Message waiting light
processing.
Mail Account Monitor.ininlog
Mail Account Monitor
\I3\IC\Server\MailAcctMonU.exe
Mail Account Monitor is responsible for syncing external user attributes from
Mail accounts or LDAP to Directory Services.
Notifier.ininlog
Notifier
\I3\IC\Server\NotifierU.exe
The heart of the Interaction Center is the Notifier, which is an internal
message-switching hub for event messages. Notifier is a communications hub
that communicates with each individual CIC subsystem. Notifier provides
three essential services: request/response processing, publish/subscribe
event processing and authentication. Notifier makes it possible for
components of CIC to be installed on a single server, or on multiple servers.
Notifier enhances scalability of CIC by allowing individual components to
reside on dedicated hardware when exceptional processing power is required.
Notifier directs events and messages throughout the rest of the system. It
listens for events generated by other modules and notifies other interested
modules that the event has occurred. Notifier makes use of the TCP/IP
protocol to communicate with the rest of the Interaction Center Platform.
Connections between Notifier and other components can be encrypted for
maximum security.
Notifier passes information between subsystems in real-time. Notifier reduces
overall network traffic by sending event notifications only to components that
have subscribed to receive them. This allows applications using the
Interaction Center Platform to handle much larger numbers of users and
interactions.
Optimizer Server.ininlog
Optimizer Server
\I3\IC\Server\OptimizerSvrU.exe
OutOfProcCustomDLL.ininlog
OutOfProcCustomDLL
\I3\IC\Server\OutOfProcCustomDllU.exe
OutOfProc server is a service that executes DLLs for Interaction Processor
without risking the integrity of the IP process. Its size will be a function of
any custom activities that might be added by the customer or VAR via these
customization interfaces.
PostOfficeServer.ininlog
Post Office
\I3\IC\Server\PostOfficeServerU.exe
Post Office Server (POS) is the CIC subsystem that provides platform
independent access to Email services such as message store access and
message delivery. POS also provides support for Email routing, and will
initiate a Reverse White Pages lookup request before queuing an incoming
email interaction.
ProvisionServer.ininlog
Provision Server
\I3\IC\Server\ProvisionServerU.exe
RecoSubsystem.ininlog
Reco Subsystem
\I3\IC\Server\RecoSubsystemU.exe
Speech recognition services recognize spoken commands and phrases for
11
Log Viewer Help
Log File Name
Description
applications such as speech-enabled IVR (Interactive Voice Response).
Recorder Server.ininlog
Recorder Server
\I3\IC\Server\IRServerU.exe
Interaction Recorder is an application for managing phone calls, Emails,
Faxes, screen recordings, and Web chats recorded within the CIC platform.
Interaction Recorder identifies interactions to record and manages the
compression, archiving, and storing of the attributes for each type of media
recording. Using Interaction Recorder, you can quickly sort and manage large
numbers of recordings. Interaction Recorder also includes features for scoring
agent interactions and quality monitoring.
RemocoServer.ininlog
Application log for Remoco (CIC Console) which manages CIC subsystems
when CIC is started as an application, rather than as a service. CIC normally
starts as a service, but technical support may ask for startup in application
mode to aid in problem determination.
SessionManager.ininlog
Session Manager
\I3\IC\Server\SessionManagerU.exe
The subsystem that keeps track of each user's client status, and other
details. Session Manager is a server-side process that enables customers to
deploy large numbers of concurrent "thin" Interaction Clients and enables
those clients to gracefully handle low-bandwidth, intermittent connectivity
and intelligent caching.
The Session Manager server subsystem holds user login data and performs
all CIC-related tasks on behalf of thin clients. For example, when a thin client
wants to disconnect a call, the request is sent to the Session Manager, and
the Session Manager performs the command.
SMSServer.ininlog
SMSServer
\I3\IC\Server\SMSServerU.exe
The CIC subsystem that allows SMS messages to be sent or received. SMS
stands for Simple Message Services.
statserveragent.ininlog
StatServer subsystem component that handles agent-related statistics.
\I3\IC\Server\StatServerAgent[U|UD].exe
This subsystem tracks statistical information for real-time views and historical
reporting.
statserverworkgroup.ininlog
StatServer subsystem component that handles workgroup-related statistics.
\I3\IC\Server\StatServerWorkgroup[U|UD].exe
This subsystem tracks statistical information for real-time views and historical
reporting.
SupervisorA.ininlog
Application log for Interaction Supervisor.
Switchover.ininlog
SwitchoverService
\I3\IC\Server\SwitchoverU.exe
This is CIC's automated switchover system. If an CIC server ever fails, in less
than 30 seconds the server can switch control to another mirror image CIC
server with minimal phone disruption. In addition, the switchover scheme
allows administrators to manually switch the "active" CIC server with no
phone disruption.
Tracker Server.ininlog
Tracker Server
\I3\IC\Server\TrackerSvrU.exe
Interaction Tracker is composed of two server-side subsystems: Tracker
Server and Tracker Tran Server (also called Transaction Server). Tracker
Server listens for specific events from Queue Manager and inserts and
updates interaction records.
TransactionServer.ininlog
12
Transaction Server
Glossary
Log File Name
Description
\I3\IC\Server\TranServerU.exe
Transaction Server processes insert and update requests from Tracker Server
and insert, update, and query requests from Interaction Tracker Clients. This
subsystem was previously called Tracker Tran Server.
TsServer.ininlog
TsServer
\I3\IC\Server\TsServerU.exe
Telephony Services is the CIC subsystem that works with telephony hardware
to perform telephony operations, such as phone dialing. The Telephony
Services component allows the Interaction Center Platform to detect
telephony events (e.g., incoming calls, DTMF digits, call disconnects, etc.)
and to perform operations on telephone calls (e.g., transfer them, conference
them together, record them, play audio to them, etc.).
Telephony Services is the only CIC subsystem that interfaces directly with
telephony hardware. Most CIC installations require telephony hardware. The
telephony cards are installed in the CIC server and are connected to the
Public Switched Telephone Network and all the phones in the company.
This software layer provides a line of demarcation between the rest of
Interaction Center and telephony hardware. All voice traffic coming from the
Public Switched Network goes to the telephony hardware and it stays below
that line. The Telephony Services software processes call data and then
communicates to the telephony hardware the information necessary to direct
the call to the correct party.
Telephony Services integrates with analog, T1/E1, ISDN PRI, and IP-based
telephone lines and works with international signaling standards such as
EuroISDN, R2, Q.SIG, DPNSS, SS7, and so on. It answers incoming calls,
places outgoing calls, reports call state information, performs call analysis,
and detects answering machines. It captures DTMF digits, retrieves ANI,
DNIS, CLID, and other call information, plays audio, and can record, transfer,
and conference calls.
VoiceXML Host Server.ininlog
VXIHostServer
\I3\IC\Server\VXIHostServerU.dll
WebProcessor.ininlog
WebProcessor
\I3\IC\Server\WebProcessorU.exe
Web Processor (WP) is the CIC subsystem that handles all incoming web
interactions and internal intercom chats. It operates in conjunction with
servlet process on a web server and acts as web interface into the CIC
system. Web Services integrates with popular Web servers from vendors
including Microsoft, Sun/iPlanet, IBM, Apache, and others to provide services
such as Web collaboration, text chat, and Web call-back request processing.
Application logs
Subsystems aren't the only entities that create log files. Applications such as Interaction Client and Interaction
Attendant write log files too. Application logs and subsystem logs serve the same purpose, but vary in content.
Location of application logs on your PC
Application logs on a server are stored with subsystem logs. On a client PC, logs for locally installed CIC
applications such as Interaction Client, Interaction Attendant, and so on, are stored in an inin_tracing folder in
the Windows %TEMP% folder. The format of the path is:
%TEMP%\inin_tracing\yyyy_mm_dd
For example, if %TEMP% folder is C:\Windows\Temp, and the current date is 10/23/2011, the path would be:
C:\Windows\Temp\inin_tracing\2011_10_23
13
Log Viewer Help
Log Viewer Procedures
As mentioned earlier, Log Viewer is the Interaction Center utility that reads application and subsystem logs. Log
files provide a record of processing steps completed and record the status of an application or subsystem at a
specific point in time. For this reason Log Viewer is useful for troubleshooting problems and for understanding the
internal processing of software applications and CIC server subsystems.
Log Viewer reads entire trace logs or snips of log files. It can search log files for literal strings, find log entries that
occurred at a specific time, locate specific types of log entries, manage bookmarks, color code entries, and filter
logs to display only entries of interest. Log Viewer can display multiple logs and optionally synchronizes entries
between logs. The procedures in subsequent topics explain how to perform common tasks in Log Viewer.
Access Help Topics
Log Viewer includes an online help file in HTML Help format.
What's the quickest way to open help? Press the Help toolbar button. Alternately, the Help menu provides
commands that open help topics.
Help > Contents
Opens the online help file with the table of contents pane displayed. This allows you to see the relationship
between help topics in the file.
Help > Index
Opens the online help file with the index pane displayed. This allows you to search the file for specific index
entries.
Help > Search
Opens the online help file with the search pane displayed. This allows you to perform a keyword search.
Access version information
The Help > About command displays version information about Log Viewer. See About dialog for details.
Analyze distinct context attribute values
Context Attributes tag log entries to identify a data element of some sort, such as a CallId or a specific user
name. Subsystems add context attributes to individual log entries to associate a message with a specific item of
information that can be used to group or filter data.
The Tools > Analyze Distinct Context Attribute Values command allows you to select a context attribute from a list,
and view the value of that attribute in all instances contained in the log file. For example, if you select Tools >
Analyze Distinct Context Attribute Values > Int32, Log Viewer will list all instances of this attribute:
To close this view, click on the close box in the parent window, or use one of the jump commands in the toolbar to
move to a specific instance of the attribute in the file.
14
Glossary
Columns in the list view
Value column
This column lists the value of the context attribute for a log message.
First Seen column
The time when an attribute with this name and value was first found in the log.
Last Seen column
The time when an attribute with this name and value was last found in the log.
Count column
The number of instances of this context attribute with this value.
Toolbar options
When the list of context attributes is displayed, the toolbar options are:
Icon
Shortcut
Ctrl+O
Command
Open log file invokes the File Open dialog, so that you can open another log.
F4
Jump to First Seen Time jumps to the location in the log file where this context attribute
value was found for the first time.
Shift+F4
Jump to Last Seen Time jumps to the location in the log file where this context attribute
value was found for the last time.
F5
Refresh Display performs a manual refresh of the log.
none
Toggles display of the Source View pane, which displays source code from the function
that wrote the selected log entry. Available for Interactive Intelligence internal use only.
None
Displays application help file. See Access Help Topics.
Apply a quick string filter
It's easy to select only those entries that contain a literal string. The command is:
Keyboard
Menu Command
Ctrl-F
Filter > Quick String Filter
See Find Text for details.
Clear All Filters
This command removes all filters except for global time range filters.
Toolbar
Menu Command
Filter > Clear All Filters
Clear Global Time Range Filter
This command removes a global time range filter that you have set to exclude all log entries that fall outside of
specified start and end times. Once you set a global time range filter, you can apply additional filters to narrow
down results.
Unlike regular filters, global time range filters are not removed By the Clear All Filters command. You must use this
command to remove global time range filters. To clear a global time range filter, use one of the following methods:
Toolbar
Menu Command
Filter > Clear Global Time Range Filter
15
Log Viewer Help
Clone a log window
Log Viewer provides a Multiple Document Interface (MDI), meaning that its primary window hosts document
windows for each open log. Cloning a log window creates a new instance of the currently open file, using identical
filter criteria.
To clone a log window:
1.
Click on the log file that you wish to clone.
2.
Pull down the File menu and select Clone Log Window (or press Ctrl-N). A new window will appear with
identical contents. This allows you to experiment with filter and trace settings without affecting the contents of
the original window.
Close a log file
There are several ways to close an open log file.
1.
If multiple log files are open, click on the file you wish to close, to give it focus. Then pull down the File menu
and select Close.
2.
Or, click on the Control menu in the upper left corner of the log window, and then select Close.
3.
Or, if the log file is maximized in the parent Log Viewer window, click on the MDI close box:
4.
Or, if the log file is not maximized in its parent Log Viewer window, click on the log window's close box:
16
Glossary
Colorize columns in the message list
Clicking on a column heading colorizes messages by type, to make messages easier to identify. For example, if you
click on the timestamp column, messages are color-coded to group each 1-second tick of the clock. The time
interval is configurable—see Options Dialog – Misc tab.
Colorizing does not change the order of entries in the messages list . It merely changes the background color of
each entry, based on a column or regular expression.
Individual colors do not have any special significance. Color is used in log viewer to group related data and to
distinguish log entries. There is no correlation between a given log color and any particular type of data.
If you pull down the View menu and select Color Column, you can select a column to colorize by from a context
menu. If the message list contains many columns, it is easier to use the menu command than it is to scroll the list
horizontally to locate a column to click on.
Regular Expressions
If you choose By Regular Expression from the context menu, the Enter Coloring Regular Expressions dialog will
appear. This dialog allows you to define a pattern of text to search for and colorize.
Clearing Colors
To remove coloring, pull down the View menu and select Color Column > None. This changes the background color
for all messages to white.
Related Topics
•
Enter Coloring Regular Expressions dialog
•
Search forward or backward by message color
Control log verbosity
The degree of detail written to logs is determined by setting trace levels for topics in each subsystem. A subsystem
typically logs messages when it passes control to a routine, encounters a problem, or otherwise needs to record
work performed.
Care must be taken to use an appropriate level of verbosity, since logs can quickly grow large and add overhead to
the system. The CIC utilities that manage log verbosity are CIC System Manager and Trace Configuration Utility.
Each is discussed later in this document.
17
Log Viewer Help
Trace Topics
The routines that write messages are called trace topics. Trace Topics correspond to subroutines invoked by a
subsystem, or to some type of major functionality provided by an application. Every subsystem and application has
its own set of trace topics.
Trace Levels
Each topic has a numeric trace level setting that controls the verbosity of messages written about that topic. Not
all messages are equally important. Messages from some routines are more important than others.
Trace levels are sometimes called topic levels, since people tend to combine both terms. Topic is the subject
traced and level controls to what degree the topic is traced.
Trace levels are numeric values that determine which messages are logged for a topic, based upon the severity of
the message. The table below shows the range of numeric values that correspond to common trace settings. For
example, a trace level in the 0-10 range would log only critical errors, while a trace setting of 100 would log every
message generated by the topic.
Severity
Critical
Range
0-10
Description
Only critical errors (those impacting features) will be logged.
Error
11-20
Any error conditions will be logged.
Warning
21-40
Any warning conditions will be logged.
Status
41-60
Operations are logged.
Notes
61-80
Operations including details are logged.
Verbose
81-99
Sub-operation details are logged.
All
100
All trace statements within the program are enabled (This will generate very large
log files.)
The higher the trace level, the more information will be logged. With a few exceptions, most subsystems start with
the default tracing level configured to "Status" level (which includes status messages, warnings, and errors) or
lower. Each trace level includes all levels below it.
A trace level of "Status" or lower will return some log information, but usually not enough for a support engineer
to determine the root cause of a problem. Tracing usually must be at Notes level or higher for support engineers
to troubleshoot an CIC system accurately.
Without question, logs make it easier to troubleshoot an CIC system. Interactive Intelligence support professionals
use logs to locate the source of system malfunctions. Customers can also view logs to examine the inner workings
of the system.
Use IC System Manager to set trace levels
The level of detail logged is set by the CIC System Manager utility or the Trace Configuration Utility. If tracing is
set to a verbose mode or if many actions are logged, the log files can grow to be very large.
Grant permission to run IC System Manager
To set trace levels for subsystem topics, a user must have permission to access IC System Manager. Permission
must be granted in Interaction Administrator, on the User Rights tab of a User Configuration entry:
1.
Start Interaction Administrator.
2.
Expand the People container. Then click on the Users container.
3.
Double-click on the name of the user who needs the access rights. The User Configuration dialog will
appear.
18
Glossary
4.
Click on the Security Rights button. Scroll down to the User Rights group.
5.
Check Remote Control to allow the user to run IC System Manager. IC System Manager is a tool used to
configure tracing.
6.
Check Trace Configuration to allow the user to configure tracing using IC System Manager or the Trace
Configuration utility.
7.
Click Close to dismiss the Security Rights dialog.
8.
Click OK to dismiss the User Configuration dialog.
9.
Close Interaction Administrator.
Use CIC System Manager to set trace levels
When you launch Interaction Center, each subsystem starts based on its location within the CIC process tree. CIC
System Manager acts as a graphical user interface to Remoco Server when Interaction Center is running as a
service. CIC System Manager can query, stop, restart, and trace the CIC Server subsystems.
To change the tracing level:
1.
Start IC System Manager if it is not already running. To do this, press the Start button. Then select
Programs > Interactive Intelligence > CIC System Manager.
19
Log Viewer Help
2.
By default, CIC System Manager lists only subsystems that are controlled by Remoco Server. To view the
complete list of subsystems on the CIC Server, pull down the Trace menu and select All Trace
Configuration. This opens a secondary Trace Configuration window that lists these additional items.
3.
Click on a Subsystem to expand reveal its list of trace topics. You may need to scroll the list first.
4.
Right-click on the Topic whose trace level you wish to change. Then select Set Topic Levels from the context
menu.
20
Glossary
5.
This opens the Change Topic Levels dialog. The Topic Level can be set using the slider control, by selecting a
radio button, or by using the spin control to set a value. Each trace level includes all levels below it.
Severity
Critical
Range
0-10
Description
Only critical errors (those impacting features) will be logged.
Error
11-20
Any error conditions will be logged.
Warning
21-40
Any warning conditions will be logged.
Status
41-60
Operations are logged.
Notes
61-80
Operations including details are logged.
Verbose
81-99
Sub-operation details are logged.
All
100
All trace statements within the program are enabled (This will generate very
large log files.)
Be careful. "Notes" level tracing or higher should only be activated when troubleshooting a system. Notes
level or higher returns large amounts of log data. This requires more processing power from the system and
more hard drive space to store the additional log information. Only increase the trace levels on subsystems
that the support engineer has requested. Once a problem has been identified and fixed, the trace levels should
be returned to the original settings for each subsystem.
6.
When you are finished, press OK to close the dialog.
7.
Click in the close box to close the Trace Configuration dialog, or repeat steps 3-5 to change the trace setting
for another topic.
8.
When you are finished, close CIC System Manager by selecting Close from the File menu.
21
Log Viewer Help
Use Trace Configuration utility to set trace levels
The Trace Configuration Utility (Trace Config for short) sets trace log verbosity (trace levels) and determines
which topics are logged. These settings greatly affect the size of a log file and its contents.
The executable name of this utility is:
D:\I3\IC\ININ Trace Initialization\inintraceconfig-w32r-1-2.exe
How to set Trace Level using Trace Config
To set a trace level using Trace Config, follow these steps:
1.
22
If you are running Log Viewer, pull down the Tools menu and select Launch TraceConfig, or from the Windows
start menu, select All Programs > Interactive Intelligence > Trace Configuration Utility.
Glossary
2.
Click on a subsystem to expand its list of topics.
3.
Double-click on a topic to edit its trace level:
4.
Use the slider, spin control, or radio buttons to change the trace setting. Use the table below as a guide:
Severity
Critical
Range
0-10
Description
Only critical errors (those impacting features) will be logged.
Error
11-20
Any error conditions will be logged.
Warning
21-40
Any warning conditions will be logged.
Status
41-60
Operations are logged.
Notes
61-80
Operations including details are logged.
Verbose
81-99
Sub-operation details are logged.
All
100
All trace statements within the program are enabled (This will
generate very large log files.)
5.
Press OK to close the Trace Level dialog.
6.
Repeat steps 2-4 to set other trace levels for another topic or subsystem. When you are finished, select File >
Exit to close Trace Configuration utility.
23
Log Viewer Help
Related Topics
•
Control Log Verbosity
•
Launch TraceConfig
Copy log entries to other applications using the clipboard
This topic explains how to copy log entries to the clipboard in various formats, so that you can paste data into
other applications. Log Viewer provides clipboard support for plain text, RTF, HTML tables, and CSV (CommaSeparated-Values).
1.
Select one or more log entries.
2.
Pull down the Edit menu and select Copy or Copy As.
If you select Copy or Copy As > Rich Text, the entry will be stored on the clipboard in Rich Text format. When
you paste it into an application that recognizes the RTF format, it will look something like this:
To place a selection on the clipboard as Plain Text, pull down the Edit menu and select Copy As > Simple
Text. Almost any application can accept plain text from the clipboard.
To place a selection on the clipboard in HTML Table format, pull down the Edit menu and select Copy As >
HTML Table. This can be pasted into applications that support HTML, such as Microsoft Office Outlook:
24
Glossary
To place a selection on the clipboard in CSV (comma-separated values) format, pull down the Edit menu and
select Copy As > CSV Text. The resulting plain text will be stored on the clipboard using commas to delineate
between columns in the log entry. If you paste CSV text into notepad and save the file with a .csv extension,
you can open it in Excel:
3.
Paste the text into any application that supports the selected clipboard format.
Decrypt a log message
Logs are not encrypted, but some log elements in a log (passwords for example) can be encrypted by a subsystem.
Here's what an encrypted log entry looks like:
In this example, the encrypted portion of the message is displayed as [*** DATA ENCRYPTED - KEY NEEDED! ***]
To decrypt a log message
1.
Select the encrypted log message.
2.
Look in the Encryption Key Id column for a hint to the keyword or pass phrase needed to decode the message.
Encryption key Id is a string that indicates what key should be used to decrypt. For example, the Encryption
Key Id might be "login password", "database password", or some other hint. If the Encryption Key Id column
isn't visible, you may need to add that column to the display.
3.
Right-click the message and select Decrypt Message from the context menu. The Message Decryption Key
dialog will appear.
4.
Enter the key or passphrase needed to decode the entry, based on hints in the Encryption Key Id column.
Then press OK. If a valid value was entered, the log will display the unencrypted value in place of "[*** DATA
ENCRYPTED - KEY NEEDED! ***].
Related Topics
•
Message Decryption Key dialog
•
Manage Columns in the message list
•
Decrypt multiple log messages
25
Log Viewer Help
Decrypt multiple log messages
If a log contains many entries with encrypted elements, you have the option to enter keys and passphrases for
multiple entries, without having to locate entries in the message list.
To decrypt multiple messages, follow these steps:
1.
Pull down the Tools menu and select Key Management. The Key Management dialog will appear. It lists
Category and Instance values that hint at the key or passphrase needed to decrypt each entry.
2.
Press the Set button or double-click a row in the list of Current Keys to open the Message Decryption Key
dialog.
3.
Type the needed key or passphrase in the Key or Passphrase field. Then press OK.
Delete a log file
To delete the currently open log file.
1.
Click on the window to give it focus.
2.
Pull down the File menu and select Delete Log.
3.
A message will appear, asking for confirmation to delete the log. Press the Yes button.
26
Glossary
Delete a saved filter
Once you have saved a filter, its name appears in the Filter menu under Saved Filters. To remove a saved filters:
1.
Pull down the Filter menu and select Saved Filters > Delete Saved Filter.
2.
Select the name of the filter to remove from the context menu.
Display log header information
The View > Log Header command displays information about the current log file.
Related Topics
•
Log Header dialog
Exit Log Viewer
Closing Log Viewer ends the application and closes any open logs. To do this:
•
Pull down the File menu and select Exit, or
•
Click on Log Viewer's close box:
Export to File
The File > Export to File command exports messages that match the current filter to a new log file. This allows you
to save the results of a filter to a new file.
1.
Open a log file.
2.
Apply filters as needed to select a subset of log entries.
3.
Pull down the File menu and select Export to File…
4.
When the Export Output File dialog appears, type a name for the log. Then press Save.
Find Text
Log files are easy to search for literal strings or patterns of text using regular expressions:
1.
Open the Find Text dialog. There are two ways to do this, depending upon whether you want to search forward
for backward through the file.
•
To search forward, type Ctrl-F or select Search Forward from the Edit menu.
•
To search backward, type Ctrl-Shift-F or select Search Backward from the Edit menu.
2.
Type a search string in the Text to Find field. If you check the use regular expressions checkbox, you can enter
the pattern for an expression in this field.
3.
Set other options, such as whether or not the search should be case-sensitive.
4.
Press OK to start the search. If the search succeeds, a search result will be selected in the message view.
Otherwise a beep will sound to indicate an unsuccessful search.
To Repeat Searches
To search forward again, press F3 or select Search Forward Again from the Edit menu. To search again in a
backward direction, press Shift+F3 or select Search Backward Again from the Edit menu.
27
Log Viewer Help
To change Search Criteria
Press Ctrl-F to re-open the Find Text dialog.
Import Filters
Filters are saved in .xml files that you can import from a local directory or network share. Importing filters adds the
names of saved filters to your list of saved filters, which appears below the Filter menu under Saved Filters.
To import filters:
1.
Pull down the Filter menu and select Saved Filters > Import Filters From…
2.
Use the File Open dialog to navigate to the directory that contains saved filters.
3.
Press OK.
Jump to Matching Scope/Create
Scope refers to the range of messages between matching "enter scope" and "exit scope" messages.
The enter/exit messages have a unique icon that looks like an arrow. If you open a log and put the focus on an
"enter scope" message and press the Jump to Matching Scope button, the focus will jump to the matching
enter/exit scope, whether that is forward or backward from the current position. If you are on a regular Note,
Warning, or Error message, then that action has no matching twin and a beep will sound.
Toolbar
Keyboard
Ctrl+E
Menu Command
Search > Jump to Matching Scope/Create
The "create" part refers to the "start logging" and "stop logging" messages. If you're in a standard log an on the
first message (the 'start logging' message) and press the button it will jump to the last line where the log is
closed. That is not very interesting, but if you snip or merge log files then this command has more meaning.
Related Topics
•
28
Use Search menu commands to trace call levels
Glossary
Jump to (or near) a specific timestamp
If you know when an event occurred, you can navigate to a specific point in time. Here's how to select the
message entry that exactly (or most nearly) matches a timestamp:
1.
Use any of the methods below to issue the Jump To Specific Timestamp command.
Toolbar
Keyboard
Ctrl+T
Menu Command
Search > Jump to Specific Timestamp
2.
Use the Timestamp Selection dialog to select a date and time.
3.
Press the Jump button.
Related Topics
•
Use Search menu commands to trace call levels
•
Jump to next/previous thread message
Jump to next/previous thread message
Threads are the basic unit to which an operating system allocates processor time. A thread is code that is to be
serially executed within a process. More than one thread can be executing code inside a process. Each thread
maintains exception handlers, a scheduling priority, and a set of structures the system uses to save the thread
context until it is scheduled.
The commands below allow you to navigate between message threads:
Keyboard
Menu Command
F4
Search > Jump to Next Thread Message
Shift+F4
Search > Jump to Previous Thread Message
Related Topics
•
Use Search menu commands to trace call levels
•
Jump to (or near) a specific timestamp
Launch TraceConfig utility
The Tools > Launch TraceConfig command opens the Trace Configuration Utility. It sets trace log verbosity (trace
levels) and determines which topics are logged. These settings greatly affect the size of a log file and its contents.
Manage Columns in the message list
Use the View > Manage Columns command to control which columns are visible in the message list. This command
opens the Change Columns dialog, so that you can select columns to view from a list of available columns. See
Logged Columns for definitions of each column.
1.
Pull down the View menu and select Manage Columns. Or right-click a column heading in the message list and
select Manage Columns from the context menu that appears.
2.
The Change Columns dialog will appear.
3.
•
To make a column visible, select an item in the Available Columns list on the left. Then press Add.
•
To hide a column, select an item in the Visible Columns list on the right. Then press Remove.
•
Use the Up/Down buttons to change the order of items in the Visible Columns list. This corresponds to the
left-to-right order of columns displayed in the message list.
When you are finished, press OK to apply changes to the message list.
29
Log Viewer Help
Logged Columns
The table below describes columns in a log file. To control the visibility and order of columns, see Manage Columns
in the Message List.
Icon
Icons describe the type of log message. The icons are:
Message
The message text.
Timestamp
The time when the message was logged, in hh:mm:ss:mmm_nnnn format. This notation stands for hours,
minutes, seconds, milliseconds, and nanoseconds, in up to 9 digits of precision. However, time slices smaller
than 15 ms have little meaning, since the overhead of the operating system must be considered. Timestamps
are also incremented using series numbers to relate entries within a time span.
Topic
The routines that write log messages are called trace topics. Trace topics correspond to subroutines invoked by
a subsystem, or to some type of major functionality provided by an application. Every subsystem and
application has its own set of trace topics.
Level
Each topic has a numeric trace level setting that controls the verbosity of messages written about that topic.
Not all messages are equally important. Messages from some routines are more important than others.
Trace levels are sometimes called topic levels, since people tend to combine both terms. Topic is what is
traced, level controls how much. Trace levels are numeric values that determine which messages are logged
for a topic, based upon the severity of the message.
Thread
Threads are the basic unit to which an operating system allocates processor time. A thread is code that is to be
serially executed within a process and more than one thread can be executing code inside a process. Each
thread maintains exception handlers, a scheduling priority, and a set of structures the system uses to save the
thread context until it is scheduled. The thread context includes all of the information the thread needs to
seamlessly resume execution, including the thread's set of CPU registers and stack, in the address space of the
thread's host process.
Type
The Type column is the textual equivalent of the Icon column. The message types are Start Tracing, Stop
Tracing, Note, Warning, Error, Enter Scope, Exit Scope, Object Construction, and Object Destruction.
Subsystem
The name of the CIC subsystem that wrote the log entry. The Interaction Center platform is composed of
software components, called subsystems. These components are written in the C++ language to maximize
performance. Individual subsystems are coordinated by a central communication hub known as the Notifier.
Call Level
Call Level (or call stack, if you prefer) is an indicator of functions calling other functions. The first calling
function is level 0. If the main function calls a helper function, the helper is considered to be at call level 1, and
so forth. Call levels help trace the flow of control from one function to another.
30
Glossary
In Exception
This Boolean flag is True when if the module was in an exception handler when the message was logged. Since
exceptions alter a program's flow of control, this flag helps indicate that customary statements may not have
been written due to an exception.
Function
Function indicates the name of the source code subroutine (called function) that wrote the log entry, in the
form: Library:Class:Subroutine. For example: DispatcherLib::JobWaitlist::EnqueueJob()
Filename
The path to the source code file in the code management system.
Line #
The line number in the source code file that corresponds to the message entry.
Trust Level
The level of trust assigned to an assembly, which affects what system resources the function had access to.
Logfile
The fully qualified path to the log file.
Encryption Key Id
This column displays the string that was used to encrypt a portion of the log entry. Logs are not encrypted, but
some log elements in a log (passwords for example) can be encrypted by a subsystem. Here's what an
encrypted log entry looks like:
Encryption key Id is a string that indicates which key should be used to decrypt. For example, the Encryption
Key Id might be "login password" or "database password". To decrypt the entry, the user would have to enter
the appropriate password for the user account or database.
In this example, the encrypted portion of the message is displayed as [*** DATA ENCRYPTED - KEY NEEDED!
***], and the Encryption Key Id is "database password".
The topic titled Decrypt a log message explains how to decode messages.
Thread Name
The name of the thread, if the thread has a name.
this pointer
The pointer to a data structure internal to the code. If you are operating on a function that is part of a data
object, this pointer indicates which data object.
Dynamically Assigned Columns
You may see columns other than those that are listed here. Some columns are dynamically defined for a
particular type of log, if the column has meaning only in the context of that log type.
Manage Window Settings
Commands in the Windows menu allow you to manage the position of open log file windows, and perform other
functions, such as closing several windows at once.
Windows > Cascade
This command arranged windows so that they slightly overlap one another. This makes it easy to activate a
window by clicking on its title bar.
Windows > Tile Vertical
This command resizes and positions windows vertically to appear side by side.
Windows > Tile Horizontal
This command resizes and positions windows horizontally to appear side by side.
Windows > Close All
Closes all open windows.
Windows > Close Others
Closes all windows except the window that has focus.
Windows > Arrange Icons
This command arranges minimized windows within the parent application window.
Activate a Log Window
A numbered list at the bottom of the menu allows you to select an open window to make topmost.
31
Log Viewer Help
Open a log file
To open a log file for display in Log Viewer:
1.
Pull down the File menu and select Open (or type Ctrl + O).
2.
When the File Open dialog appears, navigate to a drive and folder that contains log files.
•
Trace log folders are named using the current date, in the form YYYY-MM-DD.
•
Trace log files have an .ininlog extension. The index for a trace log has an .ininlog.ininlog_idx extension.
•
Trace logs for CIC subsystems are stored in the \Logs share on the server. The path is \i3\IC\Logs.
•
On a client PC, logs for locally installed client applications such as Interaction Client, Interaction Attendant,
and so on, are stored in the C:\Program Files\Interactive Intelligence\Interaction Logs folder.
•
Phone logs are named using the phone's Mac Address. Logs are created when a phone is rebooted.
3.
Select a log file.
4.
Press the Open button.
Open latest log file in a series
When an application or subsystem is restarted, a new log file is created. The name of the log file is suffixed with a
series number. Logs that are split after exceeding size thresholds also use series numbers. Consequently, the log
folder for a given day may contain a series of log files.
If you have a log file open, the File > Open Latest in Series command will open the most recent log file in the
series. The equivalent keyboard shortcut is Ctrl+Shift+N. Note that this command opens the latest log file in the
series, not the next sequentially numbered file in the series.
For example, if the Interaction Administrator log has seven log files in series, The Open Latest in Series command
will open Interaction Administrator_7.ininlog if any other logs in the series are open.
Refresh the log automatically
Since applications and subsystems write log entries frequently, Log Viewer offers "refresh" features that reload the
current log. Refreshing picks up new entries that have been written to the log since it was last fetched by Log
Viewer. However, automatic refreshing does not begin until you enable it using the command below.
The View > Auto Refresh Log command starts automatic refreshing of the log in accordance with the refresh
interval. To change the interval between automatic log refreshes, see "Automatic log refresh interval" on the
Options dialog – Misc tab.
You can enable automatic refresh by pressing this toolbar button.
Related Topics
•
Refresh Log Manually
Refresh the log manually
The View > Refresh Log command refreshes the current log immediately. Refreshing picks up new entries that
have been written to the log since it was last fetched by Log Viewer.
You can manually refresh a log by pressing this toolbar button, or by pressing F5.
Related Topics
•
Refresh Log Automatically
Reopen a log file
Log Viewer stores the location of recently used log files. To reopen one of these files:
1.
Pull down the File menu and select Open (or type Ctrl + O).
2.
Type the number of the log file that you want to reopen.
By default, Log Viewer remembers the last six files opened. The number of most recently used (MRU) files is
configurable. To change the number of files that Log Viewer will remember, pull down the Tools menu and select
Options. Then change "Size of File menu MRU list" to a different value. See Options dialog – Misc tab.
32
Glossary
Replace current log with latest in series
Use the File > Replace with Latest in Series command, or press Ctrl+Alt+N, to close the current log and open the
latest log in a series.
Save the current filter
Once you have applied a filter to narrow down message entries, you can save filter criteria so that you can easily
reapply filter settings to this log, or another log.
To save current filter settings:
1.
Pull down the Filter menu and select Saved Filters > Save Current Filter As.
2.
When the Save Current Filter As dialog appears, type a descriptive name in the Filter Name field.
3.
Press OK to save the filter. From now on, its name will appear in the Filter menu under Saved Filters.
Related Procedures
•
Delete a saved filter
•
Import Filters
•
Use Stored Filters
Search forward or backward on message type
The message types are Start Tracing, Stop Tracing, Note, Warning, Error, Enter Scope, Exit Scope, Object
Construction, and Object Destruction. You can search forward or backward using menu commands or by pressing
VCR-style buttons on the toolbar. The menu commands are:
•
Search > Search Forward on Message Type
•
Search > Search Backward on Message Type
The menu commands open a submenu that selects the message type to search for.
Message Type Toolbar buttons
Message Type toolbar buttons work in a similar fashion. Once you select the message type using a drop list, you
can move forward, backward, or to the first or last instance of the message type.
33
Log Viewer Help
Search forward or backward on message color
If you have colorized columns in the message list, two menu options allow you to search forward or backward for
messages in the color of the currently selection.
Keyboard
Menu
Ctrl+Shift+Down Arrow
Search > Search Forward on Message Color
Ctrl+Shift+Up Arrow
Search > Search Backward on Message Color
Individual colors do not have any special significance. Color is used in log viewer to group related data and to
distinguish log entries. There is no correlation between a given log color and any particular type of data.
Search forward or backward on named expressions
A named expression is a filter that you have saved by name. (See save the current filter.) Search by
expression commands prompt for the name of a saved filter, and move the selection to the next or previous
message in the filter result, but without clearing other messages. This allows you to step through the results of a
filter while reviewing other messages in the file.
To search forward:
1.
Pull down the Search menu and select Search Forward on Named Expression.
2.
Choose the name of a saved filter from the submenu.
To search backward:
1.
Pull down the Search menu and select Search Backward on Named Expression.
2.
Choose the name of a saved filter from the submenu.
Related Topics
•
Save the current filter
Select all log entries in a message list
To select all displayed entries in a message list, type Ctrl+A or pull down the Edit menu and choose Select All.
The selected entries can be copied to the clipboard in a variety of formats, so that you can paste data into other
applications.
Set application options
Log Viewer allows you to configure options that affect the behavior of the program and whether or not it shall
interface with the Perforce source code management system. To set options, pull down the Tools menu and select
Options. The Options dialog will appear. It has two tabs:
•
The Options dialog - Misc tab manages settings affecting color, log refresh interval, file size, file extensions,
and time limits.
•
The Options dialog - Perforce tab manages settings that determine whether or not Log Viewer will check out
code from the Perforce source code management system, to display source from the application that wrote the
selected log entry.
Set complex filters
The Filter Configuration dialog allows you to set up complex filters that apply multiple criteria and logical operations
(AND, OR) to select messages from a log file.
To set a complex filter:
1.
Pull down the Filter menu and select Filter Configuration.
You can press this toolbar button to open the Filter Configuration dialog.
2.
Select a logical operation or a filter criteria from the Filter Criterion drop list.
3.
Complete the property page for the selected criteria. If you right-click on items in the Filter Operations pane,
you can use clipboard operations to copy and paste filter criteria.
4.
When you are finished, press OK to apply the filter.
34
Glossary
Set global time range filter
A global time range filter excludes all log entries that were logged outside of specified start and end times. Global
filters persist until they are manually removed using the Clear Global Time Range Filter command. Use global time
filters to other filters focus on messages in a specific time period. Once a global time range filter is in effect, you
can apply additional filters to narrow down the search.
To set a global time range filter:
1.
Pull down the Filter menu and select Set Global Time Range Filter.
You can press this toolbar button to set a global time range filter.
2.
When the Global Time Range Filter dialog appears, click and drag the start time or end time slide controls to
set start and end times.
3.
Press OK to apply the global filter.
4.
Apply other filters as needed to narrow down the selection.
Related Topics
•
Set global time range filter begin
•
Set global time range filter end
•
Clear global time range filter
•
Global time range filter dialog
Set global time range filter begin
A global time range filter excludes all log entries that were logged outside of specified start and end times. Global
filters persist until they are manually removed using the Clear Global Time Range Filter command. Use global time
filters to other filters focus on messages in a specific time period. Once a global time range filter is in effect, you
can apply additional filters to narrow down the search.
You can set begin and end times by clicking on entries in the message list. Many people find this easier than using
slide controls on the Global Time Range Filter dialog to set a global filter.
To set a start time for a global time range filter:
1.
Click on a row in the message list.
2.
Choose Set Global Time Range Filter Begin from the Filter menu. The timestamp for the selected message will
be used as the start time for the global filter.
You can press this toolbar button to set start time for a global time range filter.
3.
If you have not previously set a global end time, do so now.
Related Topics
•
Set global time range filter end
•
Clear global time range filter
•
Global time range filter dialog
•
Set global time range filter
35
Log Viewer Help
Set global time range filter end
A global time range filter excludes all log entries that were logged outside of specified start and end times. Global
filters persist until they are manually removed using the Clear Global Time Range Filter command. Use global time
filters to other filters focus on messages in a specific time period. Once a global time range filter is in effect, you
can apply additional filters to narrow down the search.
You can set begin and end times by clicking on entries in the message list. Many people find this easier than using
slide controls on the Global Time Range Filter dialog to set a global filter.
To set the end time for a global time range filter:
1.
Click on a row in the message list.
2.
Choose Set Global Time Range Filter End from the Filter menu. The timestamp for the selected message will
be used as the start time for the global filter.
You can press this toolbar button to set start time for a global time range filter.
3.
If you have not previously set a global start time, do so now.
Related Topics
•
Set global time range filter begin
•
Clear global time range filter
•
Global time range filter dialog
•
Set global time range filter
Set manual time offset
The View > Set Manual Time Offset command prompts for a time (in milliseconds) that is added to every log
message, effectively shifting the entire log a little.
This feature has two main uses:
•
If someone sends you a log and says "something happened around noon, and my system clock is 3 minutes
off" then you can use this feature to offset the log by 3 minutes so that you don't have to mentally add or
subtract timestamps for a clock disparity while examining the log.
•
If you have logs open from different machines, such as two media servers which are handling media from the
same conference call, you can use other data to figure out the clock difference between them and apply that
offset to one of the logs to correlate times.
Manual Time Offset (in ms):
Enter an amount of offset time in milliseconds, to skew the log file by. For example, enter 2000 to offset by
two seconds.
OK button
Closes the dialog and updates the specified offset value.
Cancel button
Closes the dialog without updating the specified offset value.
36
Glossary
Set global trace level filter
Not all messages are equally important. Each message is associated with a trace level setting that identifies the
severity of the message. You can set a trace level filter to display only those messages that belong to a particular
level.
To clear a global trace level filter, use the Clear All Filters command, or Undo the filter.
To set a trace level filter:
1.
Pull down the Filter menu and select Set Trace Level Filter.
You can press this toolbar button to set a global trace level filter.
2.
Next, choose one of the following levels:
All
Selects all trace levels.
Verbose Notes
Selects notes that include details of sub-operations.
Notes
Selects operations including details.
Status
Selects operations only.
Warning
Selects only warning conditions.
Error
Selects only error conditions.
Critical Error
Selects critical errors only.
Show or hide context attributes in message detail
Use the View > Show Context Attributes in Message Detail command to toggle display of context attributes in the
Message Detail pane.
Context Attributes tag message entries to identify a data element of some sort, such as a CallId or a specific user
name. Subsystems add context attributes to individual log entries to associate a message with a specific item of
information that can be used to group or filter data. Each subsystem has its own set of context attributes.
When Context Attributes are displayed, a name/value pair is displayed at the end of the Message Detail listing. An
example might be:
[Context Attribute 'Ctx Attrib 1']: 1101812695
37
Log Viewer Help
In this example, the name of the attribute is "Ctx Attrib 1", and its value is 1101812695.
You can toggle display of Context Attributes by pressing this toolbar button.
When Context Attributes are toggled off, no additional information is appended to the Message Detail listing.
Show or hide function names in log messages
You can toggle display of the name of the function that wrote a log message, using the View > Show Function
Names command. This prefixes the name of the subsystem or application routine in front of the message. For
example, when function names are turned on, a log message might look like this:
CDeallocator::PerformDeallocations : 10:34:20: Connected
In other words, the "Connected" log entry was written by a function named CDeallocator. When function names
are turned off, the message entry would be:
10:34:20: Connected
You can toggle display of function names by pressing this toolbar button.
When function names are hidden in message entries, they still appear in the Message Detail pane at the bottom of
the window.
Related Topics
•
Show or hide related Source Code
Show or hide related source code
This feature for Interactive Intelligence internal use. Log Viewer can be configured to display source code from the
function that wrote the selected log entry. Lines of code for the function are displayed in the Source View pane.
To show or hide the Source View pane, pull down the View menu and select Source View.
You can toggle display of the Source View pane by pressing this toolbar button.
You can configure Log Viewer to automatically check out source code from the Perforce source management
system. See Options dialog - Perforce tab for more details.
Related Topics
•
38
Show or hide function names in log messages
Glossary
Show or hide the status bar
The Status Bar is located at the bottom of the Log View window. It displays messages such as the timestamp of the
current entry. To toggle the status bar on or off, choose Status Bar from the View menu. The figure below shows
the Status Bar in red highlight.
Show or hide the toolbar
Log Viewer's toolbar is visible by default. To hide the toolbar, pull down the View menu and select Toolbar. To
redisplay the toolbar, choose this command again. It works as a toggle.
Toolbar On
Toolbar Off
Snip or merge log files
The Log Snip/Merge Utility "snips" (copies) all or part of a log file to a new file. It can also merge entries from
multiple logs into a new log file.
To run the utility follow these steps:
1.
Pull down the File menu and select Snip/Merge Log File(s)… This opens the Log Snip/Merge Utility.
2.
Press the Add button. This opens the File Open dialog so that you can select a log file to snip entries from, or
merge to a new log file.
•
If you select a single file, the utility will copy all or part of it to a new file. This is a snip operation.
•
When multiple files are selected, snips from each file are written (merged) to a new file.
3.
Repeat step 2 to select additional files, if necessary.
4.
By default, the Don't Restrict Start Time check box is checked, meaning that the snip/merge operation should
start at the beginning of the file. If you uncheck this box, you can set the start date and time to specific
values.
5.
By default, the Don't Restrict End Time check box is checked, meaning that the snip/merge operation should
continue until and end-of-file condition is reached. If you uncheck this box, you can set an end date and time.
6.
Type a fully qualified path and log filename in the Destination File field, or press the … button to open a dialog
that sets the destination folder and filename.
7.
You may be asked to specify a time zone to normalize log entries to. If the Select Time Zone dialog appears,
select a time zone and press OK.
8.
Press the Snip button. The Snipper Monitor dialog will appear to display status messages about the operation.
When processing is complete, you can close this dialog unless Log Viewer is configured to close it
automatically—see Options dialog – Misc tab for details.
9.
The new file is opened automatically in Log Viewer once all files are processed.
39
Log Viewer Help
Synchronize timestamps for a time zone
By default, time values in the Timestamp column are formatted for the log creator's time zone, meaning that the
time reflects the time zone of the server or workstation that wrote the log entry. Log Viewer allows you to display
Timestamp values using your local time zone, or in UTC format.
To do this, use the View > Time Zone Setting menu command to format the Timestamp column for one of the
following time zones:
My Local Time Zone
Displays Timestamp values using the time zone of the local workstation.
Log Creator's Time Zone
Displays Timestamp values using the time zone of the server or workstation that wrote the log entry.
Universal Coordinated Time
Displays Timestamp values in Universal Coordinated Time, otherwise known as Greenwich Mean time or GMT.
Synchronize with other logs
Sometimes the need exists to examine more than one log to review entries for a particular time. Log Viewer makes
it easy to synchronize multiple logs, based on timestamps. This helps an administrator trace an event through
different subsystems.
This feature allows administrators to follow events and actions from log to log and can help to pinpoint how CIC
processed events from subsystem to subsystem.
To synchronize log files
1.
Maximize the Log Viewer window.
2.
Open two or more log files.
3.
Pull down the Windows menu and select Tile Vertical. This arranges the windows for optimum display.
4.
Select an entry of interest in one of the logs.
5.
Pull down the View menu and select Synchronize Now with Other Logs.
You can synchronize logs by pressing this toolbar button.
6.
Each of the logs will display entries by coordinating timestamps.
Use Search menu commands to trace call levels
Directionally paired commands in the Search menu trace execution of code through call levels in various ways. Call
level (or call stack, if you prefer) is an indicator of functions calling other functions. The first calling function is level
0. If the main function calls a helper function, the helper is considered to be at call level 1, and so forth. Call levels
help trace the flow of control from one function to another.
Step Over Next Call Level (F10)
jumps to the next message of the
same or lower call level, skipping all
the messages of higher call levels.
Back Over Next Call Level (Shift+F10) does the
opposite of Step Over Next Call Level. It jumps to the
previous message of the same or lower call level,
skipping all the messages of higher call levels.
Step into Next Call Level (F11)
jumps to the next message, regardless
of call level.
Back into Next Call Level (Shift-11) is the opposite
of Step into Next Call Level. It jumps to the previous
message, regardless of call level.
Jump Out of Current Call Level
(F12) jumps to the next trace
statement of lower call level.
Back Out of Current Call Level (Shift+F12) is the
opposite of Jump Out of Current Call Level. It jumps to
the previous trace statement of higher call level.
Related Topics
•
Jump to Matching Scope/Create
•
Jump to specific timestamp
•
Jump to next/previous thread message
40
Glossary
Undo/Redo Filters
Filters exclude entries from a log to focus on particular areas of interest. If applying a filter setting does not
achieve the desired result, you can undo the filter change. Conversely, you can redo a filter change. These
commands are available via menu, toolbar, and keyboard shortcuts.
Toolbar
Keyboard
Menu
Ctrl+Z
Filter > Undo Filter Change
Ctrl+Y
Filter > Redo Filter Change
Use Bookmarks
You can bookmark log entries, so that you can return to them later. Once you add a bookmark, you can return to
it, or jump to the next or previous bookmark in the currently open log file.
Add or Remove Bookmarks
1.
To add a bookmark, select one or more log entries. Left-click to select a single item, or Ctrl-click to select
multiple items, or Shift-click to select multiple contiguous entries.
2.
Press Ctrl-F2 to bookmark the selected entries. To remove the selected bookmarks, press Ctrl-F2 again.
You can toggle bookmarks on or off by pressing this toolbar button, by pressing Ctrl-F2, or by
choosing Toggle Bookmark from the Search menu.
Bookmarks persist if you close and re-open a log file.
Jump to Next or Previous bookmark
When more than one entry is marked, you can navigate to the next or previous bookmark in the list, relative to
your current position. The table below shows how to do this using the toolbar, keyboard shortcuts, and menu
commands.
Toolbar
Keyboard
F2
Shift + F2
Menu Command
Search > Jump to Next Bookmark
Search > Jump to Previous Bookmark
View All Bookmarks
The Bookmarks dialog displays a list of bookmarked entries, so that you can easily jump to, or remove marked
entries.
1.
Pull down the View menu and select Show Bookmarks (or press Alt+F2).
2.
The Bookmarks dialog will appear.
3.
•
To remove a bookmark, select one or more entries: Left-click to select a single item, or Ctrl-click to select
multiple items, or Shift-click to select multiple contiguous entries. Then press the Remove Bookmark
button. Removing a bookmark does not remove the entry from the log.
•
To navigate to a selected log entry, press the Jump to Bookmark button. This button is enabled when a
single bookmark is selected.
When you are finished, press the Done button to close the Bookmarks dialog.
41
Log Viewer Help
Use Stored Filters
You can store the current filter in a toolbar control. Up to three filters can
be stored for the duration of the log session. Each log can have its own
set of stored filters, which persist until the log file is closed.
A stored filter can be applied, replacing other filter results, or it can be
applied "on top" of another filter using logical AND or OR operators.
Clearing a stored filter removes the filter from the toolbar, but does not
change filter criterion applied to the log.
Log Viewer User Interface
This reference section describes dialogs and other user interface options.
Dialogs
About dialog
Log Snip/Merge Utility
Bookmarks dialog
Message Decryption Key dialog
Change Columns dialog
Options dialog – Misc tab
Enter Coloring Regular Expressions dialog
Options dialog – Perforce tab
Export Output File dialog
Save Current Filter As dialog
File Open dialog
Select Time Zone dialog
Filter Configuration dialog
Snipper Monitor dialog
Find Text dialog
Timestamp Selection dialog
Global Time Range Filter dialog
Key Management dialog
Log Header dialog
About dialog
The About dialog displays version information and other details about Log Viewer. This dialog appears when you
pull down the Help menu and select About… When you are finished, press OK to dismiss this dialog.
42
Glossary
Bookmarks dialog
The Bookmarks dialog displays a list of bookmarked messages, so that you can navigate to bookmarks or remove
bookmarks from selected entries. To display this dialog, pull down the View menu and select Show Bookmarks (or
press Alt+F2).
Bookmark list
Bookmarked entries are listed at the top of the dialog.
Remove Bookmark button
To remove a bookmark, select one or more entries. Left-click to select a single item, or Ctrl-click to select
multiple items, or Shift-click to select multiple contiguous entries. Then press the Remove Bookmark button.
Removing a bookmark does not remove the entry from the log.
Jump to Bookmark button
This button is enabled when a single bookmark is selected. Use it to navigate to the selected log entry.
Import Bookmarks button
Prompts to select a saved Bookmarks file (*..ininlog_bkmk). Navigate to a file. Then press Open. The
bookmarks contained in that file will appear in the Bookmarks dialog.
Export Bookmarks button
Opens the Export Output file dialog so that you can name a file to save the bookmarks you have selected in
the Bookmarks dialog. Bookmark files have an extension of .ininlog_bkmk.
Done button
Closes the Bookmarks dialog.
Related Procedure
•
Use Bookmarks
43
Log Viewer Help
Change Columns dialog
The Change Columns dialog manages the visibility of columns in the message list.
Available Columns list
The list on the left contains columns which are not currently shown in the view. See Logged Columns for a
description of each column type.
Visible Columns list
This list on the right displays columns that are visible, and allows the order of appearance to be changed.
Add button
To make a column visible, select an item in the list on the left. Then press Add.
Remove button
To hide a column, select an item in the list on the right. Then press Remove.
Up button
By arranging the top-down order of items in the Visible Columns list, you can control the left-to-right order of
columns in the message list. Use the Up button to move a column higher (more leftmost) in the message list.
Down button
Moves the selected column lower (more rightmost in the message list.
OK button
Closes the dialog and puts column selection and sequence options into effect.
Cancel button
Closes the dialog without changing the message list.
Related Procedure
•
44
Manage Columns in the Message List
Glossary
Enter Coloring Regular Expressions dialog
This dialog appears when you pull down the View menu and then select Color Column > By Regular Expression. A
regular expression is a sequence of characters that defines a pattern to search for. A regular expression locates
patterns of text. For general information about regular expressions, direct your browser to http://www.regularexpressions.info/.
Expression text box
Type a regular expression into this box. Then press OK.
OK button
Closes the dialog, evaluates the regular expression, and colorizes matching entries in the message list.
Cancel button
Closes the dialog without evaluating text entered in the text box.
Related Procedure
•
Colorize columns in the message list
Export Output File dialog
This dialog prompts for the name of an exported log file. It is a standard Windows Save As dialog. Type a new
name in the File name field. Then press Save. An .ininlog extension is added automatically.
Related Procedure
•
Export to File
45
Log Viewer Help
File Open dialog
This dialog is invoked by pressing Ctrl+O or by selecting Open from the File menu. Use this dialog to navigate to
the folder that contains a log file you want to open.
Shortcut buttons
The shortcut buttons on the left navigate to standard Windows locations, such as the desktop, personal
documents folder, etc.
File name
This field displays the name of a file selected using the dialog, or typed by the user.
Files of Type
Selects a file type that Log Viewer can choose using this dialog.
File Type
Extension
ININ Log file
*.ininlog
VwrLog Log file
*.VwrLog
Comma Delimited File
*.csv
Plain Text File
*.txt
Syslog File
*.log
Install Log File
*.int
Application Event Log file
*.evt
System Event Log file
*.evt
Security Event Log File
*.evt
Enhanced Event Log file
*.evtx
Open button
Opens the selected file for display in Log Viewer.
Cancel button
Closes the dialog without opening any files.
Related Procedure
•
46
Open a Trace Log File
Glossary
Filter Configuration dialog
The Filter Configuration dialog is Log Viewer's most powerful tool for drilling through log file data. It creates filters
based on multiple criterion that use logical operators (AND, OR) to evaluate messages in a log. To use this dialog
effectively, you need to understand its user interface elements:
Saved Filters list
This list contains filters that you have saved, allow you to selectively apply them.
Ad-Hoc Filters list
This list displays filters that you have created on the fly while using this dialog.
File > Save Filters…
Saves all filters you have created while using the Filter Configuration dialog.
Import Filters…
Opens a dialog allowing selection of a saved filter file to import.
Export Filters
Opens a dialing allowing an Ad-hoc filter to be saved to disk.
Combine w/AND | Combine w/OR
Works as a toggle to apply a logical AND or logical OR to selected filters in the Saved Filters list.
Filter > Create Named Filter
Creates a new Named Filter based on your selection of criterion. You must select a type of filter operation,
such as a string match or specific trace level setting. See Filter Criterion Choices for information about each
option in this list. Once you make a selection, you can tune filter settings by changing filter properties in the
right pane.
Filter > Create Ad-Hoc Filter
Creates a new Ad-Hoc filter based on your selection of criterion. You can further tune filter settings by making
selections in the right pane.
OK button
Dismisses the dialog after applying changes.
Cancel button
Dismisses the dialog without applying filter changes.
Apply button
Applies filter selections but does not dismiss the dialog.
47
Log Viewer Help
Filter Criterion Choices
Use the Filter Criterion drop list to select a filter operation. The filter
operations are:
String Match
Thread Id
Message Type
Function Name
Topic Name
Topic/Level
Call Level
Trace Level
this Pointer
Trust Level
Timestamp Range
Context Attribute
Filename/Line
Within Scope
Lines of Context
Bookmarks
In Exception Unwind
You can select logical operations:
The Filter Criterion drop list
displays filter operations,
logical operators, and
clipboard commands.
•
AND
•
OR
•
Swap AND/OR Filter
Or perform Clipboard Operations on Filters:
•
Copy Filter to Clipboard
•
Paste Filter from Clipboard
These options are discussed in subsequent topics.
48
Glossary
String Match
A string match looks for entries that contain a literal string of characters.
To configure a string match:
1.
Type a string in the Search String field
2.
Press Add.
User Interface Options
Enable This Filter checkbox
This checkbox is enabled by default, which causes this filter criteria to be evaluated when the filter is applied.
Uncheck this option to temporarily exclude this criteria when the filter is applied.
Invert This Filter checkbox
To invert the filter result, check this box. The filter will select all entries that do not match the criterion.
Search String field
Type the text to search for, or a regular expression in this field. Press Add. Then type "r" or "i" to indicate
whether the text is a regular expression, or a simple string search. Pressing "i" works like a toggle switch to
indicate whether the search should be case-sensitive. An icon next to the string indicates your string
processing preference:
case-sensitive search
ignore case
evaluate text as a regular expression
Add button
Adds the contents of the Search String field to the String list box. A single String Match can look for any
number of strings in the file.
Include Function Name checkbox
This checkbox determines whether Function Names are evaluated. The default is true.
Ignore Invalid Encoding Chars checkbox
Trace statements sometimes accidentally contain ASCII strings that are not always legal UTF-8, especially in
multi-byte Japanese languages. When this option is checked, log message that contain an illegal UTF-8 byte
sequence are considered to be corrupt and will never match anything.
Delete button
Press this button to remove the entry selected in the String list box.
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Log Viewer Help
String list box
This box lists all strings that you have defined, and uses the icons discussed above to indicate string
processing preferences.
OK button
Closes the Filter Configuration dialog and applies the filter.
Cancel button
Closes the dialog, but does not change filter settings.
Related Topics
•
Filter Criterion Choices
•
Filter Configuration dialog
•
Set Complex Filters
Thread Id
Threads are the basic unit to which an operating system allocates processor time. A thread is code that is to be
serially executed within a process and more than one thread can be executing code inside a process. Each thread
maintains exception handlers, a scheduling priority, and a set of structures the system uses to save the thread
context until it is scheduled. The thread context includes all of the information the thread needs to seamlessly
resume execution, including the thread's set of CPU registers and stack, in the address space of the thread's host
process.
Log messages have corresponding thread ID numbers that you can use as filter criteria. These numbers are
displayed in the Thread column in hexadecimal format (e.g. 0x23f4). If the Thread column isn't visible in the
message list, use the Manage Columns command to display it.
Enable This Filter checkbox
This checkbox is enabled by default, which causes this filter criteria to be evaluated when the filter is applied.
Uncheck this option to temporarily exclude this criteria when the filter is applied.
Invert This Filter checkbox
To invert the filter result, check this box. The filter will select all entries that do not match the criterion.
Semi-colon separated list of Thread IDs to match
Type thread IDs in this box, separated by semi-colons. For example, to exclude all messages except those for
threads 0x23f4 and 0x12bc, you would type 23f4:12bc.
OK button
Closes the Filter Configuration dialog and applies the filter.
Cancel button
Closes the dialog, but does not change filter settings.
Related Topics
•
Filter Criterion Choices
•
Filter Configuration dialog
•
Set Complex Filters
50
Glossary
Message Type
This criteria filters for messages of a particular type: Start Tracing, Stop Tracing, Note, Warning, Error, Enter
Scope, Exit Scope, Object Construction, or Object Destruction.
Enable This Filter checkbox
This checkbox is enabled by default, which causes this filter criteria to be evaluated when the filter is applied.
Uncheck this option to temporarily exclude this criteria when the filter is applied.
Invert This Filter checkbox
To invert the filter result, check this box. The filter will select all entries that do not match the criterion.
Message Type
To set a message type to search for, click on a row in this list.
OK button
Closes the Filter Configuration dialog and applies the filter.
Cancel button
Closes the dialog, but does not change filter settings.
Related Topics
•
Filter Criterion Choices
•
Filter Configuration dialog
•
Set Complex Filters
51
Log Viewer Help
Function Name
This criteria filters for the name of the function that wrote a log message. To look up a function name, you may
need to toggle on the display of function names in the message list.
Enable This Filter checkbox
This checkbox is enabled by default, which causes this filter criteria to be evaluated when the filter is applied.
Uncheck this option to temporarily exclude this criteria when the filter is applied.
Invert This Filter checkbox
To invert the filter result, check this box. The filter will select all entries that do not match the criterion.
Semi-colon separated list of function names to match
Type function names in this field, delimited by semi-colons. Be sure to include "( )" at the end of the function
name, including arguments, if need be.
OK button
Closes the Filter Configuration dialog and applies the filter.
Cancel button
Closes the dialog, but does not change filter settings.
Related Topics
•
Filter Criterion Choices
•
Filter Configuration dialog
•
Set Complex Filters
52
Glossary
Topic Name
The routines that write messages are called trace topics. Trace topics correspond to subroutines invoked by a
subsystem, or to some type of major functionality provided by an application. Every subsystem and application has
its own set of trace topics. This criteria allows you to specify topics to filter by. This corresponds to the Topic
column.
To filter by Topic Name:
1.
Select an entry in the All Topics list.
About [System]:[System Topic]
The first choice in the All Topics list is [System]:[System Topic]. It configures the filter to look for messages
that were generated by the trace code itself. Items such as "Start Tracing" messages fall into this category.
These "automatic topics" are generated by the trace system before the application has initialized its topics. For
that reason there is no application-specific topic that could be used for "Start Tracing" messages. If the log
contains corrupt messages, they show up as System topics too, because the messages are too corrupt to
determine their proper topic.
2.
Press Add.
3.
Repeat steps 1-2 to filter on additional topic names.
4.
Press OK.
User Interface Options
Enable This Filter checkbox
This checkbox is enabled by default, which causes this filter criteria to be evaluated when the filter is applied.
Uncheck this option to temporarily exclude this criteria when the filter is applied.
Invert This Filter checkbox
To invert the filter result, check this box. The filter will select all entries that do not match the criterion.
Selected Topics list
List of topics that were added from the All Topics list.
Add button
Adds the topic selected in the All Topics list to the Selected Topics list. This selects a topic for filtering.
Del button
Removes the topic selected in the Selected Topics list. This de-selects a topic for filtering.
All Topics list
This list contains the names of topics supported by the current log. Topic names vary from log to log.
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Log Viewer Help
OK button
Closes the Filter Configuration dialog and applies the filter.
Cancel button
Closes the dialog, but does not change filter settings.
Related Topics
•
Filter Criterion Choices
•
Filter Configuration dialog
•
Set Complex Filters
Topic/Level
This criteria allows you to filter by topic and trace level. Topic is the name of the routine that wrote the message.
Trace level is a number that determined the verbosity of messages written about that topic. Topic is what was
traced, level indicates how much was written about the trace.
To filter for specific topics with specific levels
1.
Click on a row in the Topic list to select a topic.
About [System]:[System Topic]
The first choice in the Topic list is [System]:[System Topic]. It configures the filter to look for messages that
were generated by the trace code itself. Items such as "Start Tracing" messages fall into this category. These
"automatic topics" are generated by the trace system before the application has initialized its topics. For that
reason there is no application-specific topic that could be used for "Start Tracing" messages.If the log contains
corrupt messages, they show up as System topics too, because the messages are too corrupt to determine
their proper topic.
2.
The default trace level is 0, which excludes all but critical errors. To enter a value for topic level, you have to
put the Level column in edit mode. To do so, click in the white space that separates the Topic column from the
Level column:
3.
The Value field will become editable. Type a different value using the table below as your guide:
54
Glossary
Severity
Critical
Range
0-10
Description
Only critical errors (those impacting features) will be logged.
Error
11-20
Any error conditions will be logged.
Warning
21-40
Any warning conditions will be logged.
Status
41-60
Operations are logged.
Notes
61-80
Operations including details are logged.
Verbose
81-99
Sub-operation details are logged.
All
100
All trace statements within the program are enabled (This will
generate very large log files.)
The higher the trace level, the more information will be returned by the filter. With a few exceptions, most
subsystems start with the default tracing level configured to "Status" level (which includes status messages,
warnings, and errors) or lower. Each trace level includes all levels below it.
A trace level of "Status" or lower will return some log information, but usually not enough for a support
engineer to determine the root cause of a problem. Tracing usually must be at Notes level or higher for
support engineers to troubleshoot an CIC system accurately.
4.
Repeat steps 1-3 for other topics. When you are finished, press OK.
To filter all topics at a particular trace level
1.
Click the Change All Topics to drop list.
2.
Select one of the default topic levels. This configures the filter to search for all topic that have the selected
trace level.
3.
Press OK.
User Interface Options
Enable This Filter checkbox
This checkbox is enabled by default, which causes this filter criteria to be evaluated when the filter is applied.
Uncheck this option to temporarily exclude this criteria when the filter is applied.
Invert This Filter checkbox
To invert the filter result, check this box. The filter will select all entries that do not match the criterion.
Topic Levels list
This list displays the names of all topics and the current topic level selection setting.
Change All Topics to drop list
Changes the level of all topics in the Topic Levels list to a preset verbosity range.
OK button
Closes the Filter Configuration dialog and applies the filter.
Cancel button
Closes the dialog, but does not change filter settings.
55
Log Viewer Help
Related Topics
•
Filter Criterion Choices
•
Filter Configuration dialog
•
Set Complex Filters
Call Level
This criteria filters by Call Level. Call Level (or call stack, if you prefer) is an indicator of functions calling other
functions. The first calling function is level 0. If the main function calls a helper function, the helper is considered to
be at call level 1, and so forth. Call levels help trace the flow of control from one function to another.
Enable This Filter checkbox
This checkbox is enabled by default, which causes this filter criteria to be evaluated when the filter is applied.
Uncheck this option to temporarily exclude this criteria when the filter is applied.
Invert This Filter checkbox
To invert the filter result, check this box. The filter will select all entries that do not match the criterion.
Semi-colon separated list of function call levels to match
Enter call level numbers delimited by semicolons. For example:
1;2;3
OK button
Closes the Filter Configuration dialog and applies the filter.
Cancel button
Closes the dialog, but does not change filter settings.
Related Topics
•
Filter Criterion Choices
•
Filter Configuration dialog
•
Set Complex Filters
56
Glossary
Trace Level
This criteria filters all topics by a particular Trace Level--the number that determined the verbosity of messages
written to the log.
Enable This Filter checkbox
This checkbox is enabled by default, which causes this filter criteria to be evaluated when the filter is applied.
Uncheck this option to temporarily exclude this criteria when the filter is applied.
Invert This Filter checkbox
To invert the filter result, check this box. The filter will select all entries that do not match the criterion.
Global Trace Level
The radio buttons set trace level to a predefined boundary. The slider control provides more granularity in
numeric values. You can also type a level number directly in to the text box.
OK button
Closes the Filter Configuration dialog and applies the filter.
Cancel button
Closes the dialog, but does not change filter settings.
Related Topics
•
Filter Criterion Choices
•
Filter Configuration dialog
•
Set Complex Filters
57
Log Viewer Help
This Pointer
This criteria filters by pointer to a data structure internal to the code. If you are operating on a function that is part
of a data object, this pointer indicates which data object. Pointers are hexadecimal values.
If the this Pointer column isn't visible in the message list, use the Manage Columns command to display it. This
indicates pointer values that you can filter for.
Enable This Filter checkbox
This checkbox is enabled by default, which causes this filter criteria to be evaluated when the filter is applied.
Uncheck this option to temporarily exclude this criteria when the filter is applied.
Invert This Filter checkbox
To invert the filter result, check this box. The filter will select all entries that do not match the criterion.
Semi-colon separated list of 'this' pointers to match
Enter a semi-colon delimited list of hexadecimal pointer values. You do not need to prefix "0x", but that is
allowed.
OK button
Closes the Filter Configuration dialog and applies the filter.
Cancel button
Closes the dialog, but does not change filter settings.
Related Topics
•
Filter Criterion Choices
•
Filter Configuration dialog
•
Set Complex Filters
58
Glossary
Trust Level
This criteria filters by level of trust assigned to an assembly, a numeric value affecting what system resources the
function had access to. Trust levels range from 0-255.
If the Trust Level column isn't visible in the message list, use the Manage Columns command to display it. This
indicates pointer values that you can filter for.
Enable This Filter checkbox
This checkbox is enabled by default, which causes this filter criteria to be evaluated when the filter is applied.
Uncheck this option to temporarily exclude this criteria when the filter is applied.
Invert This Filter checkbox
To invert the filter result, check this box. The filter will select all entries that do not match the criterion.
Trust level
Type or use the slider control to enter a value in the range 0-255.
OK button
Closes the Filter Configuration dialog and applies the filter.
Cancel button
Closes the dialog, but does not change filter settings.
Related Topics
•
Filter Criterion Choices
•
Filter Configuration dialog
•
Set Complex Filters
59
Log Viewer Help
Timestamp Range
Use this criteria to filter messages based on timestamp values.
Enable This Filter checkbox
This checkbox is enabled by default, which causes this filter criteria to be evaluated when the filter is applied.
Uncheck this option to temporarily exclude this criteria when the filter is applied.
Invert This Filter checkbox
To invert the filter result, check this box. The filter will select all entries that do not match the criterion.
Specify an absolute date/time
Indicates that you want to select both date and time values.
Specify a date-less time
Indicates that you want to filter using start and end times, but not any particular date.
Specify times in drop list
By default, time values in the Timestamp column are formatted for the log creator's time zone, meaning that
the time reflects the time zone of the server or workstation that wrote the log entry. Log Viewer allows you to
display Timestamp values using your local time zone, or in UTC format.
•
Choose Log creator time to display timestamp values using the time zone of the server or workstation that
wrote the log entry.
•
Choose Local time to display timestamp values using the time zone of the local workstation.
•
Choose Universal time (UTC) to display timestamp values in Universal Coordinated Time.
Don't Restrict Start Time checkbox
Check this box when you want to specify specific starting date and time values.
Start Time text boxes
These text boxes prompt for start date in the form yyyy-mm-dd, and for start time in the form
hh:mm:ss:mmmm.
Don't Restrict End Time checkbox
Check this box when you want to specify specific ending date and time values.
End Time text boxes
These text boxes prompt for end date in the form yyyy-mm-dd, and for end time in the form
hh:mm:ss:mmmm.
OK button
Closes the Filter Configuration dialog and applies the filter.
Cancel button
Closes the dialog, but does not change filter settings.
60
Glossary
Related Topics
•
Filter Criterion Choices
•
Filter Configuration dialog
•
Set Complex Filters
Context Attribute
This criteria filters by the value of specific context attributes. Context attributes tag log entries to identify a data
element of some sort, such as a CallId or a specific user name. Subsystems add context attributes to individual log
entries to associate a message with a specific item of information that can be used to group or filter data.
Enable This Filter checkbox
This checkbox is enabled by default, which causes this filter criteria to be evaluated when the filter is applied.
Uncheck this option to temporarily exclude this criteria when the filter is applied.
Invert This Filter checkbox
To invert the filter result, check this box. The filter will select all entries that do not match the criterion.
Context Attribute drop list
List of context attributes supported by this log file.
Search item text field
Enter a value for the attribute selected in the Context Attribute drop list. Then press Add.
Add button
Adds a context attribute name/value to filter on, to the list on the right side.
Delete button
Removes the selected entry from the list of attributes to filter.
OK button
Closes the Filter Configuration dialog and applies the filter.
Cancel button
Closes the dialog, but does not change filter settings.
Related Topics
•
Filter Criterion Choices
•
Filter Configuration dialog
•
Set Complex Filters
61
Log Viewer Help
Filename/Line
This feature is for internal use by Interactive Intelligence. It filters for log entries written by a particular source
code file, with the option to look for entries written by particular lines of code.
Enable This Filter checkbox
This checkbox is enabled by default, which causes this filter criteria to be evaluated when the filter is applied.
Uncheck this option to temporarily exclude this criteria when the filter is applied.
Invert This Filter checkbox
To invert the filter result, check this box. The filter will select all entries that do not match the criterion.
File Name text box
Specifies the name of the source code file.
Line Number
Specify 0 for any line of code in the file, or type a line number corresponding to a code statement.
Add button
Adds the File Name/Line Number pair to the list of items to filter.
Delete button
Removes the selected entry from the list of items to filter.
OK button
Closes the Filter Configuration dialog and applies the filter.
Cancel button
Closes the dialog, but does not change filter settings.
Related Topics
•
Filter Criterion Choices
•
Filter Configuration dialog
•
Set Complex Filters
62
Glossary
Within Scope
The Within Scope filter matches "Enter Scope" and "Exit Scope" type log messages and also matches all other log
messages that occur between them on the same thread. The scope is identified by the filename/line pair that the
scope messages have. This filter provides a useful view of everything that happened during the time the scope was
active.
Enable This Filter checkbox
This checkbox is enabled by default, which causes this filter criteria to be evaluated when the filter is applied.
Uncheck this option to temporarily exclude this criteria when the filter is applied.
Invert This Filter checkbox
To invert the filter result, check this box. The filter will select all entries that do not match the criterion.
File Name text box
Specifies the name of the source code file. Filenames that are not Enter Scope/Exit Scope messages will be
ignored.
Line Number
Specify 0 for any line of code in the file, or type a line number corresponding to a code statement in the file.
Add button
Adds the File Name/Line Number pair to the list of items to filter.
Delete button
Removes the selected entry from the list of items to filter.
OK button
Closes the Filter Configuration dialog and applies the filter.
Cancel button
Closes the dialog, but does not change filter settings.
Related Topics
•
Filter Criterion Choices
•
Filter Configuration dialog
•
Set Complex Filters
63
Log Viewer Help
Lines of Context
This criteria filters for messages that appear within a number of lines preceding or following the result of some
other filter criterion. This is best explained by example. Suppose that a log contained the following lines of data…
Hello
Goodbye
January
December
Halloween
July
…and that you had previously defined a regular expression string match (^J.*) to match all messages that start
with the letter J. That string match would return a result set of:
January
July
If you were to define 1 leading line of context, the result set would return:
Goodbye
January
Halloween
July
returned because it is one line before January
returned because it matched the regular expression
returned because it is one line before July
returned because it matched the regular expression
As you can see, one line before each match is included in the result set. This is very useful if you have
message that is simply "Catching general exception" from an exception handler. If you filter the log for
statement it will tell you there was an exception, but not what that exception was. If you print 10 or so
lines of context, then your log filter will now match all the exceptions but print out the previous 10 lines
each and you can tell what the exception was.
a log
that
leading
before
If you create a Lines of Context node as a parent node, you can build a sub-filter below it. The Lines of Context
criteria will be applied to the result of the sub-filter.
Enable This Filter checkbox
This checkbox is enabled by default, which causes this filter criteria to be evaluated when the filter is applied.
Uncheck this option to temporarily exclude this criteria when the filter is applied.
Invert This Filter checkbox
To invert the filter result, check this box. The filter will select all entries that do not match the criterion.
Leading Lines of Context
The number of preceding lines to include in the filter result.
Trailing Lines of Context
The number of trailing lines to include in the filter result.
OK button
Closes the Filter Configuration dialog and applies the filter.
Cancel button
Closes the dialog, but does not change filter settings.
Related Topics
•
Filter Criterion Choices
•
Filter Configuration dialog
•
Set Complex Filters
64
Glossary
Bookmarks
This criteria filters for bookmarked messages. It provides an easy means to select messages that are bookmarked
throughout a log.
Enable This Filter checkbox
This checkbox is enabled by default, which causes this filter criteria to be evaluated when the filter is applied.
Uncheck this option to temporarily exclude this criteria when the filter is applied.
Invert This Filter checkbox
To invert the filter result, check this box. The filter will select all entries that do not match the criterion.
OK button
Closes the Filter Configuration dialog and applies the filter.
Cancel button
Closes the dialog, but does not change filter settings.
Related Topics
•
Filter Criterion Choices
•
Filter Configuration dialog
•
Set Complex Filters
65
Log Viewer Help
In Exception Unwind
This criteria filters for messages that were written while an exception unwind was in effect. Exception Unwind is a
programming term. It indicates that a log record was traced, but not as part of the normal trace operation.
Instead, it was traced prematurely because an exception was thrown and the code jumped up the call stack to
locate a suitable catch handler for the exception type.
Enable This Filter checkbox
This checkbox is enabled by default, which causes this filter criteria to be evaluated when the filter is applied.
Uncheck this option to temporarily exclude this criteria when the filter is applied.
Invert This Filter checkbox
To invert the filter result, check this box. The filter will select all entries that do not match the criterion.
OK button
Closes the Filter Configuration dialog and applies the filter.
Cancel button
Closes the dialog, but does not change filter settings.
Related Topics
•
Filter Criterion Choices
•
Filter Configuration dialog
•
Set Complex Filters
Logical Operations
Logical operations follow the rules of symbolic logic to evaluate expressions or set of conditions. Log Viewer
supports the use of AND / OR operators in filter configurations, so that users can define relationships between filter
criteria that determine how the overall result will be evaluated.
Criterion are AND'd by default. But you can easily combine operators. Here is an example that uses both operators.
If you select Swap AND/OR filter, ANDs are convert to ORs and the result will be:
Related Topics
•
Filter Criterion Choices
•
Filter Configuration dialog
•
Set Complex Filters
Clipboard Operations
If you right-click a filter in the Filter Operations pane, a context menu will appear. This menu provides copy and
paste commands that allow you to copy and paste filters.
Related Topics
•
Filter Criterion Choices
•
Filter Configuration dialog
•
Set Complex Filters
66
Glossary
Find Text dialog
The Find Text dialog allows you to search for strings or patterns of text in the current log file. This dialog appears
when you pull down the Edit menu and select Search Forward or Search Backward.
Text to Find drop list
Enter a literal string to find, a regular expression, or drop the list to select a previous entered search string.
Search Direction frame
Forward
Search from the current position in the file towards the end of the file.
Backward
Search from the current position in the file towards the beginning of the file.
Options frame
Use regular expressions checkbox
Indicates that the search string should be evaluated as a regular expression, rather than as a string literal.
Search in current thread
When checked, restricts the search to the current thread. Threads are the basic unit to which an operating
system allocates processor time. A thread is code that is to be serially executed within a process and more
than one thread can be executing code inside a process. Each thread maintains exception handlers, a
scheduling priority, and a set of structures the system uses to save the thread context until it is scheduled.
The thread context includes all of the information the thread needs to seamlessly resume execution, including
the thread's set of CPU registers and stack, in the address space of the thread's host process.
Ignore invalid encoding characters
Indicates that the search should ignore characters that do not fully conform to UTF-8. When invalidly encoded
characters are ignored, any log message that has an illegal UTF-8 byte sequence is considered to be corrupt
and never matches anything. It is good practice not to ignore invalid characters, since trace statements often
accidentally contain ASCII strings that are not always legal UTF-8, especially in multi-byte Japanese
languages. To match these messages as best as possible, uncheck this option to display text in multi-byte
ASCII when illegal UTF-8 sequences are found.
Match case
When checked, performs a case-sensitive search.
Include function name
Indicates that the name of the function should be searched, regardless of whether the function name is
toggled on using the Show Function Names command.
OK button
Performs the search and closes the dialog. If the search succeeded, the search result is selected in the
message view. Otherwise a beep will sound to indicate an unsuccessful search.
Cancel button
Closes the dialog without performing a search.
Related Procedure
•
Find Text
67
Log Viewer Help
Global Time Range Filter dialog
This dialog appears when the Set Global Time Range Filter command is issued. A global time range filter excludes
all log entries that were logged outside of specified start and end times. Global filters persist until they are
manually removed using the Clear Global Time Range Filter command.
start time / end time slide controls
Once you set a global time filter, you can apply other filters to narrow down results. To use this dialog, click
and drag the start time or end time slide controls to new positions. The time values at the top apply show the
log's start and end time. The timestamps at the bottom show the range that will be applied to the global filter.
OK button
Applies start and end times to apply a global filter, and closes the dialog. Setting a global filter usally reduces
the number of entries in the message list.
Cancel button
Dismisses the dialog without changing or setting global filter settings.
Related Procedures
•
Set Global Time Range Filter Begin
•
Set Global Time Range Filter End
•
Clear Global Time Range Filter
Key Management dialog
The Key Management dialog lists Category and Instance values that hint at the key or passphrase needed to
decrypt entries in the current log file. This dialog appears when you select Key Management from the Tools menu.
68
Glossary
The purpose of this dialog is to present a list of keys in the current log file, so that you can decode them from a
central location, bypassing the need to search the file to locate encrypted messages.
See Decrypt multiple log messages for procedures about this dialog.
Category column
Category is a general hint from the subsystem developer concerning the key or passphrase.
Instance column
Instance is a more specific hint from the developer. Category and Instance work together to indicate the key
or passphrase needed to decrypt the key. Here are a few examples:
Category
Instance
Passwords
UserPassword
Passwords
DatabasePassword
Passwords
AdminPassword
SIP TLS Keys
ServerToPhone
SIP TLS Keys
ServerToServer
Key or passphrase column
This column indicates whether or not the related entry has been decoded.
If the column is blank, you may double-click the row to open the Message Decryption Key dialog, to enter the
required key.
If an entry was previously decoded, the word [set] appears in the Key or Passphrase column to indicate that
the key has already been set.
If you entered a key but have not closed the Key Management dialog, the key or passphrase appears in the
column.
Clear button
Clears the Key or Passphrase field for the selected row.
Set button
Opens the Message Decryption Key dialog so that you can enter a key or passphrase.
No validation is performed to confirm that a key or passphrase is valid. If you enter an invalid key, the related
log message will remain encrypted.
Related Procedures
•
Decrypt multiple log messages
•
Decrypt a log message
69
Log Viewer Help
Log Header dialog
The Log Header dialog displays information about the current log file. It uses three panes to display information:
Log pane
The Log pane on the left selects a header to examine in the current log. If more than one header is available,
you can select one in this list to display details.
List pane
The List pane displays a list of items for which information is available, and each item's value.
Detail pane
The Detail pane at the bottom displays the complete value of an item in the list pane. This is used to view
items with values that are too large to display in the List pane.
When you are finished, press the Close button to dismiss the Log Header dialog.
Name/Value pairs in the List pane
FILENAME
The fully qualified path to the log file.
HEADER_VERSION
The version of the log's header section. This number identifies its format.
TZNAME
Time Zone Name
TZOFFSET
Time Zone Offset
70
Glossary
UUID
Log's globally unique identifier.
VERSIONINFO.file_version
File version of the subsystem that created this log.
VERSIONINFO.special_build
Text field that the build process injects into binaries to identify the build. For example, "SU2" would indicate
Service Update 2; "ES 450" would identify Engineering Special #450.
cpu_info
List of CPU-related descriptors which identify capabilities of the processor on the machine that wrote the log
file.
host_name
Name of the CIC server or workstation.
loaded_modules
Information about each .Net module, usually a .dll, used to trace this log.
machine_type
Hardware brand identifier or "Intel Unknown" if the machine time cannot be determined.
os_type
Operating System and its version number. (e.g. Windows NT 5.1)
os_ver
Minor version of the operating system, such as Build 2600 Service Pack 2
process_id
The numeric identifier of the process that logged this file.
subsystem_name
The name of the application or CIC subsystem for which log describes activity.
start_time
Time when this log was created.
end time
Time when last log entry was written.
Related Procedure
•
Display Log Header Information
71
Log Viewer Help
Log Snip/Merge Utility
The Log Snip/Merge Utility "snips" (copies) all or part of a log file to a new file. It can merge entries from multiple
logs into a new log file.
Add button
Opens the File Open dialog so that you can select logs to snip or merge.
Remove button
Removes the selected entry from the Logs to snip/merge list.
Don't Restrict Start Time checkbox
When checked, snips or merges starting with the first record in each log file. When unchecked, the snip/merge
operation starts at the date and time selected.
Start Date
Opens a calendar control so that you can select a different start date.
Start Time
This field prompts for a start time in hh:mm:ss:nnnn format. You do not need to enter times in thousands of a
second, but precise selections of this type are supported.
Don't Restrict End Time checkbox
When checked, allows the snip or merge to end at a particular time in each log file. When unchecked, the
snip/merge operation ends when end-of-file is reached.
72
Glossary
Stop Date
Opens a calendar control so that you can select a different end date.
Stop Time
This field prompts for a stop time in hh:mm:ss:nnnn format. You do not need to enter times in thousands of a
second, but precise selections of this type are supported.
Destination File
Type the path and name of a new .ininlog file in this field. Pressing the … button opens a File Save dialog that
makes it easier to set the destination folder and filename.
Snip button
Snips or merges the selected files into the new file specified.
Cancel button
Closes the dialog without snipping or merging files.
Related Procedure
•
Snip/Merge Log Files
Message Decryption Key dialog
This dialog prompts for information needed to decrypt some portion of a message.
Category
Category is a general hint from the subsystem developer concerning the key or passphrase. It classifies the
type of information that was encrypted. This can be any string that the developer of the subsystem decided
on. This is a read-only field.
Instance
Instance is also an arbitrary string created by the developer that provides a more specific hint. This is also a
read-only field. Category and Instance are both displayed in the Encryption Key Id column. These fields hint at
the key or passphrase that is needed to decrypt the entry.
Here are several examples of Category/Instance Pairs:
Category
Instance
Passwords
UserPassword
Passwords
DatabasePassword
Passwords
AdminPassword
SIP TLS Keys
ServerToPhone
SIP TLS Keys
ServerToServer
73
Log Viewer Help
Key or Passphrase
The string needed to decrypt the message. A passphrase is a series of words or phrases such as "This is a test
pass-phrase". A key is not composed of word. For example:
"bafe465169f42df88547bc66e50e811852964214917dd9b7e45523806771863f"
OK button
Decrypts the message if an appropriate Key or Passphrase was supplied, then closes the dialog.
Cancel button
Closes the dialog and cancels the attempt to decrypt.
Related Procedure
•
Decrypt a Log Message
•
Manage Columns in the message list
Options dialog – Misc tab
This tab page sets general program preferences.
When coloring by time change colors every
This setting sets the amount of time that will be used to group entries by color when users click on a
timestamp heading in the message list to categorize by color. Columns are also colorized to group
chronologically similar entries when time filters are applied. See Colorize columns in the message list.
Automatic log refresh interval (seconds)
This setting determines the number of seconds that Log Viewer will wait before reading the log file to refresh
the display.
74
Glossary
Apply bug fix for system menu coloring
This checkbox makes it easier to distinguish menu items when non-standard color schemes are used. Check
this box if menus are hard to see on your system due to similarities between foreground and background
colors.
Size of File menu MRU list
"MRU" refers to the list of most-recently used files that appears when you choose Reopen from the File menu.
This setting sets the number of files that Log Viewer will recall to display in this list.
Set the .ininlog extension association
If you have permission to access the registry key HKEY_CLASSES_ROOT\.ininlog, you can press the Set button
to change the extension associated with log files. The default extension is ".ininlog". Access to this registry key
is restricted by default. This feature is not supported in Windows Vista when the User Access Control (UAC)
policy is activated.
Set Time Limits to Global Range
When enabled, keeps global time ranges active at all times so that time ranges are not cleared by the Clear All
Filters command.
Close Snipper Monitor on Successful Snip
When this option is enabled, the Snipper/Monitor dialog will close automatically when the process of snipping
or merging log files is complete.
When starting a new histogram default bucket size to
Sets the approximate number of buckets or time in minutes.
Related Procedure
•
Set Application Options
75
Log Viewer Help
Options dialog – Perforce tab
The options on this tab are for Interactive Intelligence internal use. This tab configures Log Viewer to display
source code for the function that wrote the selected log entry. Lines of code for the function are displayed in the
Source View pane. See Show or hide related Source Code.
The Default Perforce server manages code for all non-ION projects. The Special Perforce server is dedicated
exclusively to ION development.
Use perforce to find source files check box
This checkbox determine whether Log Viewer will attempt to fetch and display source code from the
application that wrote the selected log entry, if the code is not already resident in the referenced folder on the
local workstation.
Special Perforce Server frame
Semi-colon separated list of 'tiers' that use these perforce settings:
Semi-colon delimited list of folders to search in Perforce for source code files. Log Viewer will ask Perforce to
search these folders and any child folders that they contain.
$P4PORT
The host and port number of the Perforce server to communicate with. For example:
perforce:1888
$P4USER
Perforce username.
$P4CLIENT
The name of current client workspace.
Default Perforce Server frame
$P4PORT
76
Glossary
The host and port number of the Perforce server to communicate with. For example:
perforce:1666
$P4USER
Perforce username.
$P4CLIENT
The name of current client workspace.
Legacy Search Drives frame
Semi-colon list of search paths (typically only search drives are necessary)
Semi-colon delimited list of search paths, used to locate files in Perforce's product root folder. For example, if
you have drive letters assigned for each build product, can entry drive letters delimited using semicolons. A
typical entry might be:
K;Y;Z
A more often-used technique is to specify paths that point to product root directories. For example:
K:\systest\eic\rum
f:\builds\systest\eic\red;f:\builds\systest\eic\rum;f:\builds\systest\eic\yellow
Related Procedures
•
Set Application Options
•
Show or hide related Source Code
•
http://www.perforce.com
Save Current Filter As dialog
This dialog prompts for the name of a filter to save. It appears when the Filter > Saved Filters > Save Current
Filter As command is issued. When you save a filter, its name appears in the Filter menu under Saved Filters.
Filter name
This name can be anything you like. Type a descriptive name for the filter that will help you recall what it does
later.
Ok button
Saves the filter using the name specified and closes the dialog.
Cancel button
Closes the dialog without saving the current filter.
Related Procedure
•
Save the current filter
77
Log Viewer Help
Select Time Zone dialog
When merging or snipping logs to a new file, you may be asked to specify the log creator's time zone. Time zones
from each merged file will be normalized to the zone you select. Select a time zone in the list, and then press OK.
The snip/merge operation will then proceed.
Related Topics
•
Log Snip/Merge Utility
•
Snip/Merge Log Files
Snipper Monitor dialog
The Snipper Monitor dialog appears when logs are being snipped or merged. It displays status information as work
is performed. This is useful when large logged are processed.
Message list
This control displays status messages about the current snip/merge operation.
Close Dialog when Process Completes Successfully
When this checkbox is enabled, the Snipper Monitor dialog will close itself automatically when this particular
snip/merge operation ends. Log Viewer can be configured to always close this dialog automatically. See
Options dialog – Misc tab for details.
Close button
Manually closes the dialog. This button is disabled when the process is running.
Related Topics
•
Log Snip/Merge Utility
•
Snip/Merge Log Files
78
Glossary
Timestamp Selection dialog
Slider bar
Adjusts the value displayed in the Timestamp field.
Date box
If the log spans more than one day, this text box is enabled so that you can specify a date in the format yyyymm-dd.
Timestamp field
Prompts for entry of a timestamp in hh:mm:ss:mmmm format.
Related Procedure:
•
Jump to (or near) a specific timestamp
79
Log Viewer Help
Change Log
This topic summarizes changes in Log Viewer.
CIC 2015 R1
Updated documentation to reflect changes required in the transition from version 4.0 SU# to CIC 2015 R1, such as
updates to product version numbers, system requirements, installation procedures, references to Interactive
Intelligence Product Information site URLs, and copyright and trademark information.
IC 4.0 Service Update 5
Please note that when tracing levels are modified in Interaction Administrator for specific users, the tracing change
is not reflected in Trace Config utility on the user’s workstation. This is a display issue only. Opening up the log
does reflect the change.
IC 4.0 Service Update 4
No documentation revisions.
IC 4.0 Service Update 3
The StatServer sub-system (StatServerU.exe) was split into two binaries which replaced StatServerU.exe in the
\I3\IC\Server\ folder on the IC server. The old log file (StatServer.ininlog) was also deprecated and replaced by
new logs:
•
StatServerAgent[U|UD].exe handles agent related statistics. It's log file is statserveragent.ininlog
•
StatServerWorkgroup[U|UD].exe handles workgroup related statistics. It's log file is
statserverworkgroup.ininlog.
The split enhances processing power and allows for statistics gathering in larger environments with higher call
rates.
IC 4.0 Service Update 2
A journal file is now created to track log start/stop times.When dealing with a subsystem that produces large log
files, it can be difficult to know which logs contains entries for a specific time range. To make this task easier, an
additional file is created per subsystem to denote when instances of the subsystem start and stop.
All ininlog files now have a single 'journal' file that is maintained in parallel with the logs. There is only one journal
for a log, no matter how many times a subsystem starts and stops, regardless of whether it runs more than once
simultaneously.
For log files like TSServer.ininlog, TSServer_1, etc., the journal file is named TSServer.ininlog_journal. It contains
a timestamp for each entry and log when a log file is created and when it is closed. This file can be used to
determine which log file contains a particular timestamp range you're interested in.
IC 4.0 Service Update 1
No documentation revisions.
IC 4.0 GA
1.
The IC User Apps install now adds shortcuts for starting inintraceconfig and ininlogviewer from the Start Menu
> Programs > Interactive Intelligence folder.
2.
If you're looking at a log and hit "refresh", you may not see new messages immediately, since trace messages
are buffered. You can optionally disable buffering by setting the ININ_TRACE_BUFFERSIZE environment
variable to 0.
3.
Log Viewer has a new 'profiler' feature, based on enter and exit scope tracing. With a log file open, select
Profile from the Tools menu to get output similar to:
80
Glossary
Each column is sortable. You can optionally right-click an entry to jump to that function’s longest execution
Scope Entry line in the logfile. One limitation is that you cannot have any filters applied to the logfile when
running the profiler. The profile functionality will work with a Global Time Range Filter set, but it will not work
with named/adhoc filters.
4.
Updated the procedure titled Grant permission to run IC System Manager for user interface changes in
Interaction Administrator.
5.
Updated Filter Criterion dialog to cover options that apply Ad-Hoc or Named filters.
6.
Updated explaination of the Bookmarks dialog to cover new Import/Export options.
7.
Removed references to versions of IC prior to 4.0 as distinctions between IC 2.x and IC 3.x no longer apply.
8.
Updated screen cap of the About dialog to show Log Viewer's current version number.
81
Log Viewer Help
Glossary
Admin Services
Admin Services retrieves security and profile information from Directory Services. Directory Services and Admin
Services work together to handle connectivity to the Exchange Server. Directory Services handles user
configuration and addressing issues, while Admin Services handles security and profiles.
Alert Services
This subsystem allows users and supervisors to define specific circumstances (e.g., average hold time > 10
minutes) under which they are to be alerted and the means by which the alert is to occur (e.g., e-mail, pager,
phone call, etc.).
Authentication
Notifier uses challenge/response techniques to authenticate other components and applications to increase the
security of products built around the Interaction Center Platform.
Client Services
Client Services is
the subsystem of IC that keeps track of logged-in users, their status, and their rights based
on security configurations. Without Client Services there would not be a client interface, such as Interaction Client.
Compression Services
This subsystem compresses audio recordings such as voice mail messages using the TrueSpeech compression
algorithm.
Context Attributes
Context Attributes tag message entries to identify a data element of some sort, such as a CallId or a specific user
name. Subsystems add context attributes to individual log entries to associate a message with a specific item of
information that can be used to group or filter data.
Data Services
Data Services integrates the IC with relational database management systems such as Microsoft SQL Server,
Oracle, Sybase, IBM DB2, etc.
Directory Services
Directory Services manages a repository of IC configuration information in the Windows NT Registry. When
Microsoft Exchange or Lotus Notes/Domino support is installed, IC user information in Directory Services is
synchronized with the corresponding entries in the mail server's address book. Directory Services and Admin
Services work together to handle connectivity to the Exchange Server. Directory Services handles user
configuration and addressing issues, while Admin Services handles security and profiles.
Customer Interaction Center (CIC)
The Customer Interaction Center (CIC) is designed for sophisticated contact centers managing inbound, outbound,
or blended interactions. CIC provides skills-based routing not only for telephone interactions, but faxes, Emails,
text chats, Web call-back requests, and voice over IP calls. CIC can support up to several hundred agents per site,
and offers optional pre and post-call routing across multiple locations. And it makes screen popping a breeze, with
easy interfaces to products from leading CRM vendors such as Siebel, Pivotal, Onyx, Peoplesoft, and many more.
Email Services
Email services integrate IC with popular e-mail systems such as Microsoft Exchange, Lotus Notes, Novell
Groupwise, Sun/iPlanet Messaging Server, and other SMTP/IMAP-based systems.
Fax Services
Fax Services is the IC subsystem that sends and receives faxes.
Handlers
Interaction Processor executes small programs called handlers in response to unique events and to specify how
the system will behave. When the Interaction Processor recognizes an event that it needs to act upon, it turns to
the list of handlers to determine which one should respond to that event. It then runs an instance of that handler
and any subroutine handlers that are necessary. Multiple instances of handlers can run at the same time, as those
multiple events occur. Once the handler has completed its routine, it deletes itself from the system.
Host Services
Host Services allow IC to communicate with mainframes and IBM AS/400 systems using the 3270 and 5250
terminal emulation protocols.
IC Server
The Interaction Center (IC) is a client/server software product that transforms a Windows NT server into a
comprehensive communications system. The IC server answers and processes calls. The profiles you create in
Interaction Attendant are saved to the IC Server where they are executed when a call is picked up.
82
Glossary
Interaction Attendant
The graphical tool for configuring and maintaining IC's auto attendant.
Interaction Designer
The IC graphical application development tool for creating, debugging, editing, and managing handlers and
subroutines.
Interaction Processor
Interaction Processor tells the IC system how to behave based upon any events that occur. An incoming call is just
one example of an event that IC recognizes.
LogSnipper
A command-line utility that saves portions of a log file to a separate disk file. Trace Viewer reads log files and
snippets.
Log Snippet
A portion of a subsystem log saved as a separate file.
Logs
Each IC subsystem writes system messages in the form of logs. A log is a binary file that stores information about
an event of some sort, to record normal operation or an abnormal condition. Log entries cannot be modified, but
logs can be appended to. Logs maintain a record of processing steps completed, and record the state an IC
subsystem at a specific point in time. Logs entries can be snipped (extacted) using LogSnipper and read using the
Trace Viewer utility.
Notifier
The Notifier is an Interaction Center module that acts as a communication center for all other modules. It listens
for events generated by other modules and notifies other interested modules that the event has occurred. Notifier
makes use of the TCP/IP protocol to communicate with the rest of the Interaction Center Platform. It provides
critical services such as Authentication, Request/Response Processing, and Publish/Subscribe Event Processing.
Connections between Notifier and other components can be encrypted for maximum security. Notifier passes
information between subsystems in real-time. For example, a supervisory application can display the real-time
status of every agent in a call center. When an agent finishes a call and hangs up the phone, an icon on the
supervisor's screen instantly changes. Similarly, if an administrator changes a user's security rights to disallow
access to phone line information, a notebook tab instantly disappears from the user's screen. Notifier's
publish/subscribe capabilities reduce overall network traffic by sending event notifications only to components that
actually care about them. This allows applications using the Interaction Center Platform to handle much larger
numbers of users and interactions.
Object
Everything in IC is an object, and objects must be stored in lists, or queues. IC handles several different types of
queues, including users, stations, lines, and so on, so we need some way to manage the activity on these queues.
For example, you can have call objects, user queue objects, station queue objects, and so on.
OCR Services
Optical Character Recognition services convert faxes to textual documents in specific formats such as Microsoft
Word.
Paging Services
IC uses the Paging Services subsystem to issue digital pages to paging services supporting the TAP protocol.
Process
A process is the execution of a program. It is a collection of virtual memory space, code, data, and system
resources. Each process is a distinct entity, able to execute and terminate independently of all other processes. A
32-bit application has at least one process and one thread. A processor executes threads, not processes. Prior to
the introduction of multiple threads of execution, applications were all designed to run on a single thread of
execution.
Publish/Subscribe Event Processing
The Interaction Center Platform is largely event-driven. Using Notifier, different components can register or
"subscribe" for specific events. For example, the Fax Services component might register for all events regarding an
outbound call. If that call were suddenly disconnected, Notifier would receive a notification from Telephony Services
and then forward the event notification to Fax Services, allowing it to terminate the outgoing fax operation.
Queue
Queues are containers for calls and other types of interactions that can be processed. Each Interaction Client user
has a user queue. Each workgroup, such as marketing or support, has a workgroup queue. Stand-alone phones not
connected to PCs and fax machines have station queues.
Queue Manager
83
Log Viewer Help
Queue Manager is the IC subsystem that handles queue representations as a logical map of what is occurring
within the system at any given time.
Request/Response Processing
Interaction Center Platform components don't communicate directly with each other. Instead, they make requests
for services of Notifier and Notifier then forwards the requests to the appropriate components. When Notifier
receives a response, it then sends this response to the originating component. For example, the Fax Services
component may need to make an outbound call to send a fax. It issues a request for an outbound call to Notifier,
which forwards the request to the Telephony Services component. When the outbound call is made, Telephony
Services sends a response to Notifier, which then forwards the response to Fax Services. In this way, Fax Services
doesn't need to know where (i.e., on which machine) Telephony Services resides.
Speech Recognition Services
Speech Recognition services recognize spoken commands and phrases for applications such as speech-enabled IVR
(interactive voice response).
Station Groups
Station groups are groups of phones in break rooms, conference rooms, and other public areas.
Station Queue
A queue where interactions are placed when they are to be processed by a station.
Statistical Services
This subsystem tracks important statistical information for real-time views and historical reporting.
Telephony Services
Telephony Services is the only IC subsystem that interfaces directly with telephony hardware. This software layer
provides a line of demarcation between the rest of Interaction Center and telephony hardware. All voice traffic
coming from the Public Switched Network goes to the telephony hardware and it stays below that line. The
Telephony Services software processes call data and then communicates to the telephony hardware the information
necessary to direct the call to the correct party.
Text-to-Speech (TTS) Services
Convert text such as e-mail messages to audio that can be played over a telephone.
Threads
Threads are the basic unit to which an operating system allocates processor time. A thread is code that is to be
serially executed within a process and more than one thread can be executing code inside a process. Each thread
maintains exception handlers, a scheduling priority, and a set of structures the system uses to save the thread
context until it is scheduled. The thread context includes all of the information the thread needs to seamlessly
resume execution, including the thread's set of CPU registers and stack, in the address space of the thread's host
process.
Time Slicing
A program can allocate processor time to units in its body. Each unit is then given a portion of the processor time.
Even if your computer has only one processor, it can have multiple units that work at the same time. The trick is to
slice processor time and give each slice to each processing unit. The smallest unit that can take processor time is
called a thread. A program that has multiple threads is referred to as a multithreaded application.
Trace Viewer
An IC utility program that reads log files and snippets.
Trunk
A trunk is a communications line that connects two switching systems, such as the equipment in a telephone
company's central office, and the PBX in a company.
User Queue
A queue where interactions (such as calls and chat sessions) intended for an individual user are routed.
Web Services
Web Services integrate IC with popular Web servers from vendors including Microsoft, Sun/iPlanet, IBM, Apache,
and others to provide services such as text chat, and Web call-back request processing.
Wireless Services
The IC subsystem that communicates with wireless PDAs such as Blackberry, Palm, and Pocket PC devices.
84
Index
A
enter scope ...................................................... 28
about dialog ......................................................... 42
evaluate as regular expression ..................................... 48
accserver ...........................................................9
exception unwind .................................................. 65
acdserver ...........................................................9
exit scope ........................................................ 28
adminserver .......................................................9
export output file dialog ........................................... 45
alertserver .........................................................9
export selected message ........................................... 27
all trace configuration ........................................ 19
F
and / or operators ................................................... 66
faxserver ........................................................... 9
and, or............................................................. 34
file open dialog ................................................. 46
automatically check out source code .................... 38
filter all topics at a particular trace level .......................... 54
B
filter by call level .................................................. 56
binary file .............................................................7
filter by level of trust .............................................. 58
bookmarks dialog................................................... 42
filter by topic and trace level ...................................... 54
bridgehost ..........................................................9
filter by trace level ................................................. 56
C
filter criterion choices.............................................. 48
call levels ......................................................... 40
filter for bookmarked messages ................................... 64
call log ...............................................................9
filter for log entries written by a particular source code file ..... 61
case-sensitive search ............................................... 48
filter for messages that were written during an exception ....... 65
change columns dialog ............................................. 43
filter for specific topics with specific levels ...................... 54
change the tracing level ..................................... 19
filter messages based on timestamp values ....................... 59
change topic levels dialog ................................... 19
filters by the value of specific context attributes ................. 61
client services .....................................................9
find text dialog ..................................................... 66
close an open log file ............................................... 16
function name ...................................................... 51
close log viewer .................................................... 27
G
clusterconnector .................................................9
global time range filter............................................. 67
colorize messages .................................................. 16
H
columns in a log file ................................................ 29
hide the toolbar ..................................................... 39
compression of log files ..............................................8
hostserver ......................................................... 9
compressor manager ...........................................9
I
configure options ................................................... 34
ic console .......................................................... 9
context attributes .............................................. 14
ic system manager utility ............................................ 8
copy all or part of a log file to a new file.......................... 39
ignore case ......................................................... 48
copy and paste filters ............................................... 66
import filters ....................................................... 28
critical system messages .............................................6
index file extension .................................................. 6
D
interaction administrator ............................................. 8
datamanager ......................................................9
interaction designer ............................................ 9
decrypt multiple messages ......................................... 25
interaction supervisor .......................................... 9
decrypt some portion of a message ................................ 73
ip 9
delete the currently open log file .................................. 26
ipdbserver ......................................................... 9
directionally paired commands in the search menu 40
ipserver ............................................................. 9
directory services ................................................9
J
display log header .................................................. 27
jump to matching scope .................................... 28
display source code ........................................... 38
K
dssink ................................................................9
key management ................................................... 25
E
key management dialog............................................ 68
ems server .........................................................9
L
encrypted log entries ............................................... 25
lines of context filter ............................................... 63
encryption key id ................................................... 25
location of recently used log files ................................. 32
enter coloring regular expressions dialog ......................... 44
location of the ic logs folder ......................................... 8
85
Log Viewer Help
log file extension .....................................................6
save filter criteria .................................................. 33
log files................................................................6
scope .............................................................. 28
log header dialog ................................................... 69
search by expression ............................................... 34
log refresh interval ................................................. 34
search by message color.................................... 34
log size threshold .....................................................8
search for literal strings or patterns of text ....................... 27
log snip/merge utility ............................................... 71
select time zone dialog............................................. 77
logical operations ................................................... 66
sensitive information in log files .................................... 8
logs share on the server.......................................9
session manager ................................................ 9
M
set general program preferences .................................. 74
mail account monitor ...........................................9
set manual time offset ............................................. 36
manage the position of open log file windows .................... 31
set up complex filters ........................................ 34
message type ........................................................ 50
show context attributes in message detail ............ 37
message types....................................................... 33
smsserver .......................................................... 9
modular design .......................................................6
snip/merge files .................................................... 39
N
snipper monitor dialog ............................................. 78
named expression................................................... 34
software components .............................................. 29
navigate between message threads ..................... 29
specify topics to filter by .......................................... 52
navigate to a specific point in time ...................... 29
status bar ........................................................... 38
nightly compression routine .........................................8
store the current filter in a toolbar control............ 42
notifier ...............................................................9
string filter ....................................................... 15
nt event logs ..........................................................7
string match ........................................................ 48
O
subsystem and application logs ..................................... 6
online help file .................................................. 14
subsystem logs ....................................................... 7
open a log file....................................................... 31
switchover ......................................................... 9
open the latest log in a series ...................................... 32
synchronize multiple logs ......................................... 40
open the most recent log file in the series ......................... 32
system topic ........................................................ 52
optimizer server ..................................................9
T
outofproccustomdll ..............................................9
this pointer ......................................................... 57
P
threads............................................................ 29
perforce ............................................................. 75
time slice ............................................................. 6
perforce source code management system ........................ 34
time slicing ........................................................... 6
perforce source management system................... 38
time zone setting ................................................... 39
post office ..........................................................9
timestamp selection dialog ........................................ 78
procedures .......................................................... 14
toggle display of the name of a function .............. 38
processes ..............................................................6
trace configuration utility ................................... 22
processing power .............................................. 19
trace execution of code ..................................... 40
R
trace log verbosity ................................................. 29
reco subsystem ...................................................9
trace logs ............................................................. 7
recorder server ...................................................9
traceconfig.......................................................... 29
redo a filter change ........................................... 41
traceconfig.exe ................................................. 22
refresh automatically ......................................... 32
tracker server .................................................... 9
refresh manually ............................................... 32
transaction server ............................................... 9
regular expression .................................................. 44
tsserver ............................................................. 9
regular expressions ................................................. 16
U
remoco ..............................................................9
undo a filter change .......................................... 41
remove a global time range filter ........................ 15
V
remove all filters ............................................... 15
vcr-style buttons on the toolbar ................................... 33
remove coloring .................................................... 16
vxihostserver ..................................................... 9
S
W
save as dialog ....................................................... 77
webprocessor ..................................................... 9
86
87
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