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Configuring centralized logging

Updated on June 4, 2021

By default, Pega Call generates a centralized log file for all your computer telephony integration (CTI) links. Centralized log files are suitable for configurations that involve one or few CTI links.

Note: This feature applies to the following computer telephony integration (CTI) links:
  • JTAPI (Avaya AES)
  • Cisco ICM/UCCE
  • Genesys Engage Platform SDK
  • OpenCTI Server

The centralized log file contains logs for the CTI links for which you enabled the Common log file for CTI links setting in the Logging tab. If you enabled the Separate log file for this CTI Link setting, the logs will be available in link-specific log files instead. For more information, see Generating link-specific log files.

  1. In the header of Dev Studio, click ConfigureChannel ServicesPega CallTools & Settings.
  2. On the Logging tab, select a logging level, and then click Set.
    Selecting Off as the logging level prevents entries from being generated in the log.
  3. Optional: To configure advanced logging settings, click Logging Settings:
    1. In the Appender Name field, retain the default name of the Log4j appender, which sends the log messages to the output destination.
      This field is auto-populated by the system. For common files for all CTI links, the name is PegaCTINew.log, and for separate files, the appender name is in the format CTI.<local-connector-type>.<link_name>, where local-connector-type is one of Avaya, Cisco, or Genesys link types.
    2. In the Appender Class Name field, specify the appender type.
    3. In the table with appender properties, add configuration parameters for the Log4j appender, such as FileName, FileNamePattern, and MaxFileSize:

      You can use the FileNamePattern property to specify the log file name pattern. If you include a dd element in the pattern, a log file is generated when the server starts each day.

      You can use the MaxFileSize property to specify the maximum file size for a log file. When the log file reaches this size, the log rolls into a new file.

  4. Optional: If you are configuring advanced logging settings, you can also configure rule-level logging settings, in the CTI Application (rule) logging section:
    1. To specify the type of information to include in the log, select or clear the Requests, Events, and Clipboard state check boxes.
    2. In the Devices section, add the device number of each device that you want to monitor.
      The device number corresponds to the extension that a Pega Call operator enters while logging in.
    3. In the Operators section, add the operator ID for each operator that you want to monitor.
      The operator ID corresponds to the login name of an operator.
  5. Confirm your updates by clicking Save.
Result: Your changes take effect the next time you restart the CTI link.
  • Previous topic Configuring diagnostic logging for non-AACC server-side links
  • Next topic Generating link-specific log files

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