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Configuring diagnostic logging

Updated on June 4, 2021

Configure how your server-side computer telephony integration (CTI) link endpoints log messages using the Apache Log4j library. By adjusting logging preferences, you can have increased control over your logging process, and you can troubleshoot issues more easily.

Pega Call provides logging capabilities for JTAPI (Avaya AES), Cisco ICM/UCCE, Genesys Engage Platform SDK, and OpenCTI Server links. For AACC links, you can make use of the logging capabilities of Pega Platform.

For embedded UI links, such as Amazon Connect, Five9, and Genesys Cloud CX, you must implement a custom mechanism for diagnostic logging based on your business requirements. Refer to your CTI provider’s documentation for more information. For example, the Amazon Connect Troubleshooting Tools and Information page includes information related to logging for Amazon Connect.

Pega Platform and Pega Call use native Log4j configuration settings. For more information about these settings, refer to the Log4j documentation.

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