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Enabling SDK tracing

Updated on June 4, 2021

To assist with troubleshooting errors, performance issues, network issues, and so on for JTAPI (Avaya AES) and Genesys Engage (Platform SDK) connections, enable the native software development kit (SDK) tracing capabilities of JTAPI and Genesys in Pega Call.

Note: This feature applies to the following computer telephony integration (CTI) links:
  • JTAPI (Avaya AES)
  • Genesys Engage Platform SDK
  1. In the header of Dev Studio, click ConfigureChannel ServicesPega CallAdministration and Configuration.
  2. On the CTI Links tab, in the Actions in the row of the CTI link for which you want to enable SDK tracing, click Edit.
  3. On the Advanced tab, in the Genesys SDK log trace level or JTAPI SDK Log Trace Level list, select a trace level.
    Selecting Off as the log trace level turns off SDK tracking.
  4. In the Log file name field, specify a name for the log file, for example, logfile.log.
    The file is created in the same folder as the Pega Platform logs.
  5. In the Max File Size field, specify a size limit for the log file, in megabytes.
    When this limit is reached, the contents of the log file, for example, logfile.log, are archived to a new file named logfile.log.1, and are removed from logfile.log to make way for new entries. The next time this limit is reached, the contents of logfile.log.1 are replaced with the current content of logfile.log and are moved to a new file named logfile.log.2.
  6. For JTAPI links, in the Max File Back Up Index field, specify the maximum number of backup files to keep.
    When this limit is reached, the oldest log file in the archive is deleted on rollover.
  7. Confirm your updates by clicking Save.

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