Operation Basics - Core

This document describes the basic management of AnywhereNow software.

Basic Troubleshooting

Using AnywhereNow to manage your real time communication and dialogues will boost your productivity and increases your efficiency. Robustly designed for demanding enterprises, the AnywhereNow platform is already deployed in mission critical environments at hundreds of customers across the globe. If you do find unexpected behavior from the AnywhereNow platform, finding the source and identifying the cause is key. Since AnywhereNow is native to Skype for Business, validating that the underlying infrastructure is performing as expected should be the first test. When not using AnywhereNow, is Skype working properly?

Have you tried turning it off and on again?

Seems like a IT cliché, but in most cases this is the solution. AnywhereNow uses external components like Skype for Business, SharePoint and SQL. These components can in case of a hiccup negatively influence AnywhereNow. While the Core does try to restore its self, the minor possibility exist that the Core can't restore itself. By restarting the Core will turn everything off and make new connections.
Restarting a single UCC via configuration without stopping the UCC service
Warning

Terminating a UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. could fail and will require a service restart to restore!
1. Go to the application server which hosts the UCC.
2. Open the config.xml file of AnywhereNow in notepad.
  The default path of this file is:
  C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\Config.xml
3. Remove <UnifiedContactCenter.. </UnifiedContactCenter>
4. Save config.xml
5. Wait till you see the line in the logs:
  INFO - ucc_.. UCC ucc_.. Terminated
  1. a. When this step fails a restart of the service is required. Follow the steps below before restarting the service.
6. Add <UnifiedContactCenter.. </UnifiedContactCenter> back in the config.xml
7. Save config.xml
8. Wait till you see starting heartbeat in the log.
Restart the UCC with a clean cache?

The AnywhereNow Core created a cache during the first startup, this makes sure that feature restarts can be done in seconds. But is some cases the cache is out of date, this can happen if changes were made when the Core was offline or primary config.xml level changes. In this case it is good to perform a restart with a clean cache.

How to restart with a clean cache:
1. Stop the "Unified Contact Center" service
2. Go to the cache directory
  
  C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\Cache
3. Delete the sub folder(s) with the same name as the UCC
4. Start the "Unified Contact Center" service
What do the logs say?

The AnywhereNow Core creates a log file in the install location, in here you can find every event that happened in the Core.

C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\logs

How to read the logs:
1. Make sure that Notepad++ is installed (default notepad can be used, but Notepad++ offers useful features)
  
  https://notepad-plus-plus.org/
2. Copy the logs to another location (this way the UCC can keep writing more logs)
3. Open the logs in Notepad++
4. Either go to the datetime of the issue or search for "Error" messages.
5. The logs contains different level of information
  - VERBOSE = Extra information, only necessary for specific troubleshooting. (turned of by default)
  - INFO = Basic information what the Core is doing
  - DEBUG = Extra information on the INFO which shows more technical information
  - WARN = Warns the user that something unexpected had happened, can usually be ignored.
  - ERROR = Notifies the user something went wrong, this included AnywhereNow, Skype for Business, SharePoint and SQL error messages. When this happens check which product it contain the issue and read the description below it. Usually the description explains what the issue is. In most cases the error type can be looked up and solved.
  - FATAL = Fatal indicates that the UCC failed to start. When this happens check the error prior to this event, they usually give a clue why the UCC isn't starting. Most time is either a configuration error or the application endpoint do not exist.
What does the FAQ say?

On this GoLive website there is a usefully FAQ available. In here we place frequent questions we receive on the support portal and post them with solution.
When all else fail contact support.

Before contacting support, make sure previous steps are completed

To get the best support, make sure the ticket contains the following information:
1. Which version you are using
2. The logs files
3. Datetime
4. Scenario

UCC Cache

Every UCC within the service has its own cache folder. After startup the UCC connects to the SharePoint sites and retrieve all configuration data. The data is stored in a folder per UCC and has the default name of the UCC.

This folder contains all the settings, IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. audio files and optionally cached recordings or voicemails if they cannot be stored onto their given location (when the connection with SharePoint is broken, the UCC will keep running because of these cached settings. As soon as the connection is back, the UCC will retrieve potentially changed data again and therefore updates the cache automatically.

Location:

C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\Cache

UCC Logs

Note

Event Viewer only shows UCC Errors displayed in logging.

The UCC Logs are the go to place to find more information.

For Live Monitoring use SnakeTail
- http://snakenest.com/snaketail/
For Troubleshooting use Notepad++
- https://notepad-plus-plus.org/
Of for something that does both LogExpert
- https://github.com/zarunbal/LogExpert/

Location:

C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\logs

Location, file size ,amount and details (level)

You can change the location, file size, amount and level of detail in the log.xml document in the install directory:

Example: 5 log files of 10 MB

Copy

XML

<file value="logs\ucc_log.txt" />
<appendToFile value="true" />
<rollingStyle value="Size" />
<maxSizeRollBackups value="5" />
<maximumFileSize value="10MB" />
<level value="DEBUG"/>

Example: One file per day

Copy

XML

<file value="logs\" />
<datePattern value="'ucc_'yyyyMMdd'.log'" />
<preserveLogFileNameExtension value="true" />
<appendToFile value="true" />
<rollingStyle value="Date" />
<staticLogFileName value="false" />
<layout type="log4net.Layout.PatternLayout">
<conversionPattern value="%date{yyyy-MM-dd HH:mm:ss,fff} [%thread] %logger %-5level - %message%newline" />
</layout>

Start-up order

When the UCC service starts-up the following event occur in the logs.

Summary

License
(optional) Plugins
Database
Establishing and Registering Endpoints
(optional) Interceptor The Interceptor is a service installed on AnywhereNow. It monitors all calls during set-up on endpoints of active Agents. By intercepting that call set-up and redirecting it to an UCC it lets you manage the direct inbound and outbound dialogues of the contact center agents. connection
SharePoint and cache

Details

Click to open details

ACTION	LOG LINE	COMMENT
Version check	INFO- mr 6.0.17442.1
License check	INFO- mr License is valid
License valid till check	INFO- mr 29767 days till license expires. (6.0.17442.1)
(optional) plugin loading	Wsp.Anywhere365.Crm.Module.Dynamics.ModuleRegistry INFO- Loading Dynamics registry
(optional) plugin loading	Wsp.Anywhere365.Crm.Module.Dynamics.ModuleRegistry INFO- Loading Default Dynamics registry
(optional) plugin loaded	Wsp.Anywhere365.Crm.Module.Dynamics.ModuleRegistry INFO- Default Dynamics registry loaded
(optional) plugin loaded	Wsp.Anywhere365.Crm.Module.Dynamics.ModuleRegistry INFO- Dynamics registry loaded
(optional) plugin loaded	Dynamics CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. INFO- Dynamics CRM: Initialize CRM Cases plugin base
(optional) plugin loaded	Dynamics CRM INFO- Dynamics CRM: ctor done.
(optional) plugin loaded	Wsp.Anywhere365.Crm.ModuleDynamics365.Plugins.Dynamics365Plugin INFO- Contact Cases CRM :Initialize Dynamics CRM Cases plugin
(optional) plugin loaded	Wsp.Anywhere365.Crm.Module.Dynamics.DynamicsConfiguration WARN- Setting RetrieveOnlyOpenCases not configured using default value
(optional) plugin loaded	Wsp.Anywhere365.Crm.ModuleDynamics365.Plugins.Dynamics365Plugin INFO- Contact Cases CRM :Dynamics CRM repository initialized.
(optional) plugin tested successfully	DEBUG - mr Testing crm plugin succeeded with name 'CrmPluginDynamics365'
Agent provider port check (Interceptor)	INFO- mr Starting AgentProviderSelfHost @ http://*:10001	Port can be modified via <AgentProviderPort>10001</AgentProviderPort> parameter in Config.xml
SharePoint url connection check	DEBUG - ucc_name Sharepoint: http://base.workstreampeople.com/sites/dev/platformteam/ucc_name	UCC is trying to reach shadow list: http(s)://sharepoint.domain.com/sitecollection/ucc_name/lists/version
SharePoint version check	DEBUG - ucc_name Sharepoint version 2013
SharePoint ucc site version check	DEBUG - ucc_name http://base.workstreampeople.com/sites/dev/platformteam/ucc_name uses exact version: 5.2.17403.0
Checks configuration type to use	DEBUG - ucc_name Sharepoint: Config template version: 5.2
UCC notices that it hasn't got any cache files yet	WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\Skill.setting WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\Global.setting WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\ReasonCodes.setting WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\Breakin.setting WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\Playlists.setting WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\CallQualifications.setting WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\Callback CallBack, an IVR menu feature for voice, enables the customer to leave his / her number to be called back by an available agent during business hours..setting WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\Promptflow.setting WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\QueueHold.setting WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\NotWithinBusinessHours.setting WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\QueueOverflow.setting WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\QueueBusy.setting WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\VoiceMail.setting WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\Agents.setting WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\TrainerTrainee.setting WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\WelcomeIVR.setting WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\Endpoint.setting WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\Routing.setting WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\ChatQuestions.setting WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\IDRQuestions.setting WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\IDRQueueHold.setting WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\Prompt.setting WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\QualityMonitor.setting WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\Holidays.setting WARN- ucc_name Cache file not found: C:\Program Files\UCC\ucc_name\Settings\VoicemailAgents.setting
UCC notices a difference in 'modified date/time' in cache versus sharepoint lists	INFO- ucc_name Settings update available
(optional) plugin loaded fully	DEBUG -Dynamics CRM: Call to CRM Plugin base destructor.
UCC started listening on agent provider port	AgentProviderSelfHost started @ http://*:10001
Collecting IVRQuestions list	WARN- ucc_name SharePointHelper:getIVRQuestions collection = empty
Collecting IVRQuestions list	WARN- ucc_name Updating IVRQuestion: questions list is empty
Collecting CallBack settings	DEBUG - ucc_name Updated CallbackSettings Callback, C:\Program Files\UCC, ucc_name
Collecting Prompt settings	DEBUG - ucc_name Updated PromptSettings, C:\Program Files\UCC, ucc_name
Collecting IVRQuestions list	DEBUG - ucc_name Updated QueuePleaseHoldSettings QueuePleaseHold, C:\Program Files\UCC, ucc_name
Encoding audio items	DEBUG - ucc_name Encoding 66173136-5d1c-440f-85fe-b96a8a39372c_63646165434 successful with media reader
Collecting BusinessHours	DEBUG - ucc_name Updated NotWithinBusinessHoursSettings NotWithinBusinessHours, C:\Program Files\UCC, ucc_name
Collecting IVRQuestions list	DEBUG - ucc_name Updated QueueOverflowSettings QueueOverflow, C:\Program Files\UCC, ucc_name
Collecting IVRQuestions list	DEBUG - ucc_name Updated QueueBusySettings QueueBusy, C:\Program Files\UCC, ucc_name
Collecting Voicemail settings	DEBUG - ucc_name Updated VoiceMailSettings Voicemail, C:\Program Files\UCC, ucc_name
Encoding audio items	DEBUG - ucc_name Encoding cf5e1c92-3311-4168-99b8-25b25163c223_63646165435 successful with media reader
Encoding audio items	DEBUG - ucc_name Encoding f0f29a34-c332-462c-9eeb-827d4f8d38cd_63646165433 successful with media reader
Collecting IVRQuestions list	WARN- ucc_name Updating IVRQuestion: Questions, failed
Collecting IVRQuestions list	WARN- ucc_name Updating IVRQuestion: Questions, failed
Collecting IVRQuestions list	DEBUG - ucc_name Updated WelcomeFlowSettings WelcomeFlow, C:\Program Files\UCC, ucc_name
Downloading Routing list	DEBUG - ucc_name Routing, Downloading changelog
Downloading Routing list	DEBUG - ucc_name Downloading changelog complete, 0 items
Processing Routing items	DEBUG - ucc_name Routing, GetItemsByChanges. Processing items complete, 100%. 0 / 0
Collecting IDRQuestions list	DEBUG - ucc_name Interactive Dialogue Routing Updated WelcomeFlowSettings WelcomeFlow, C:\Program Files\UCC, ucc_name
Collecting IDRQuestions list	DEBUG - ucc_name Interactive Dialogue Routing Updated IDRQueueHoldSettings QueuePleaseHold, C:\Program Files\UCC, ucc_name
Collecting Playlist information	DEBUG - ucc_name GetPlaylists(string C:\Program Files\UCC\ucc_name)
Collecting Playlist information	WARN- ucc_name SharePointOnlineHelper:GetPlaylists: Nummer has no file
Collecting Holidays information	DEBUG - ucc_name Updated HolidaysSettings C:\Program Files\UCC, ucc_name
New change in SharePoint copied to cache	INFO- ucc_name Settings updated!
Starting BotFramework module	INFO- ucc_name Starting Bot Message Queues
Not starting BotFramework module due to incorrect configuration	DEBUG - ucc_name Not starting Bot Message Queues, because they are not properly set up
Starting CampaignDialer	INFO- ucc_name Dialer starter main loop entered for CampaignDialer, use start command is True.
Starting AutonomousDialer	INFO- ucc_name Dialer starter main loop entered for AutonomousDialer, use start command is True.
Starting VoiceMailDialer	INFO- ucc_name Dialer starter main loop entered for VoiceMailDialer, use start command is False.
Starting DirectDialer	INFO- ucc_name Starting Direct Dialer ucc_name with configuration: zqEnabled: False, MaxRetryCount: 3, RetryIntervalTime: 00:00:00, ImmediateProcess: True
Checking database existence	INFO- ucc_name Initializing: ucc_name
Checking database settings	INFO- ucc_name UCC starting:ucc_name
Checking database settings	DEBUG - ucc_name Database already exist for: ucc_name
Creating / updating tables for database	DEBUG - ucc_name Creating / updating tables: ucc_name
Checking tables finished	DEBUG - ucc_name All tables are present: ucc_name
Creating / updating stored procedures for database	DEBUG - ucc_name Creating / updating stored procedures: ucc_name
Checking stored procedures finished	DEBUG - ucc_name All stored procedures are present: ucc_name
Finished checking database	INFO- ucc_name Initializing finished: ucc_name
Openings hours module started	INFO- ucc_name [OpeningHoursManager] Scheduler: Rule ScheduleRule ky (57625f51ccaa486daf3f116bd636070c) added.
Openings hours module started	INFO- ucc_name [OpeningHoursManager] Scheduler: Scheduling request for 11/13/2017 1:16:25 PM.
Openings hours module started	INFO- ucc_name [OpeningHoursManager] Scheduler: Scheduled next expiration at 11/19/2017 11:00:00 PM (in 553414765ms).
Openings hours module started	INFO- ucc_name [OpeningHoursManager] Scheduler: Rule ScheduleRule ky (315280918c5848aba6226af9eb4bb69c) added.
Openings hours module started	INFO- ucc_name [OpeningHoursManager] Scheduler: Scheduling request for 11/13/2017 1:16:25 PM.
Openings hours module started	INFO- ucc_name [OpeningHoursManager] Scheduler: Scheduled next expiration at 11/13/2017 10:59:00 PM (in 34954765ms).
Openings hours module started	INFO- ucc_name [OpeningHoursManager] Scheduler: Rule ScheduleRule ky (e24c4e6cc2c24fb0a1e1b4d86b070e5a) added.
Openings hours module started	INFO- ucc_name [OpeningHoursManager] Scheduler: Scheduling request for 11/13/2017 1:16:25 PM.
Openings hours module started	INFO- ucc_name [OpeningHoursManager] Scheduler: Scheduled next expiration at 11/13/2017 10:59:00 PM (in 34954765ms).
Openings hours module started	INFO- ucc_name [OpeningHoursManager] Scheduler: Rule ScheduleRule ky (1fa6012a44a24d4aaa330b5735d52f59) added.
Openings hours module started	INFO- ucc_name [OpeningHoursManager] Scheduler: Scheduling request for 11/13/2017 1:16:25 PM.
Openings hours module started	INFO- ucc_name [OpeningHoursManager] Scheduler: Scheduled next expiration at 11/13/2017 10:59:00 PM (in 34954765ms).
Checks endpoint existing in topology	DEBUG - ucc_name Discovered endpoint: sip:ucc_name@anywhere.now	Get-CsTrustedApplicationEndpoint \| Where-Object {$_.OwnerUrn -eq 'urn:application:ucc_name'} \| select sipaddress
Checks endpoint existing in topology	DEBUG - ucc_name Discovered endpoint: sip:ucc_name_dr@anywhere.now	Get-CsTrustedApplicationEndpoint \| Where-Object {$_.OwnerUrn -eq 'urn:application:ucc_name'} \| select sipaddress
Checks endpoint existing in topology	DEBUG - ucc_name Discovered endpoint: sip:ucc_name001@anywhere.now	Get-CsTrustedApplicationEndpoint \| Where-Object {$_.OwnerUrn -eq 'urn:application:ucc_name'} \| select sipaddress
Checks endpoint existing in topology	DEBUG - ucc_name Discovered endpoint: sip:ucc_name002@anywhere.now	Get-CsTrustedApplicationEndpoint \| Where-Object {$_.OwnerUrn -eq 'urn:application:ucc_name'} \| select sipaddress
Checks endpoint existing in topology	DEBUG - ucc_name Discovered endpoint: sip:ucc_name003@anywhere.now	Get-CsTrustedApplicationEndpoint \| Where-Object {$_.OwnerUrn -eq 'urn:application:ucc_name'} \| select sipaddress
Starting endpoint	DEBUG - ucc_name Endpoint State: sip:ucc_name001@anywhere.now, Previous:Idle, New:Establishing, Reason:None
Starting endpoint	DEBUG - ucc_name Endpoint State: sip:ucc_name002@anywhere.now, Previous:Idle, New:Establishing, Reason:None
Starting endpoint	DEBUG - ucc_name Endpoint State: sip:ucc_name@anywhere.now, Previous:Idle, New:Establishing, Reason:None
Starting endpoint	DEBUG - ucc_name Endpoint State: sip:ucc_name003@anywhere.now, Previous:Idle, New:Establishing, Reason:None
Endpoint started	DEBUG - ucc_name Endpoint State: sip:ucc_name002@anywhere.now, Previous:Establishing, New:Established, Reason:None
Endpoint started	DEBUG - ucc_name Endpoint State: sip:ucc_name003@anywhere.now, Previous:Establishing, New:Established, Reason:None
Endpoint registered	INFO- ucc_name Registered: sip:ucc_name003@anywhere.now, with LineUri: '' @ Front-End03:(1.1.1.2)
Endpoint registered	INFO- ucc_name Registered: sip:ucc_name002@anywhere.now, with LineUri: '' @ Front-End03:(1.1.1.2)
Endpoint started	DEBUG - ucc_name Endpoint State: sip:ucc_name@anywhere.now, Previous:Establishing, New:Established, Reason:None
Endpoint registered	INFO- ucc_name Registered: sip:ucc_name@anywhere.now, with LineUri: 'tel:+3188xxxxxxx' @ Front-End03:(1.1.1.2)
Endpoint started	DEBUG - ucc_name Endpoint State: sip:ucc_name001@anywhere.now, Previous:Establishing, New:Established, Reason:None
Endpoint registered	INFO- ucc_name Registered: sip:ucc_name001@anywhere.now, with LineUri: '' @ Front-End03:(1.1.1.2)
Subscribe on user	DEBUG - ucc_name SubscriberNotificationReceived: sip:ucc_name@anywhere.now. agent01@anywhere.now , True, Agent 01
Subscribe on user	DEBUG - ucc_name SubscriberNotificationReceived: sip:ucc_name@anywhere.now. agent02@anywhere.now , True, Agent 02
Publish presence of main endpoint	INFO- ucc_name Published presence Online for sip:ucc_name@anywhere.now
Agent is new to UCC	WARN- ucc_name Could not find cached endpoint for sip:agent02@anywhere.now
Agent is new to UCC	WARN- ucc_name Could not find cached endpoint for sip:agent01@anywhere.now
Subscribing on user	DEBUG - ucc_name sip:agent02@anywhere.now subscriptionChanged: PreviousState = Idle, State = Subscribing, TransitionReason = None
Subscribing on user	DEBUG - ucc_name sip:agent01@anywhere.now subscriptionChanged: PreviousState = Idle, State = Subscribing, TransitionReason = None
Endpoints are all in ready state	INFO- ucc_name Waiting for incoming calls...
Cancels old unused conference	INFO- ucc_name Canceling old conferences: 1, of 1 with id HB2GZPKT
Subscribed on user	DEBUG - ucc_name sip:agent02@anywhere.now subscriptionChanged: PreviousState = Subscribing, State = Subscribed, TransitionReason = None
Subscribed on user	DEBUG - ucc_name sip:agent01@anywhere.now subscriptionChanged: PreviousState = Subscribing, State = Subscribed, TransitionReason = None
Starting endpoint	DEBUG - ucc_name Endpoint State: sip:ucc_name_dr@anywhere.now, Previous:Idle, New:Establishing, Reason:None
Presence information received	DEBUG - ucc_name Presence change: sip:agent01@anywhere.now : Online : 3500 :: Computer : SameEnterprise Formal:True, Active:True. Text Enabled, Audio Enabled, Video Disabled,
Presence information received	DEBUG - ucc_name Presence change: sip:agent02@anywhere.now : Offline : 18000 :: Undefined : SameEnterprise Formal:False, Active:True. Text Disabled, Audio Disabled, Video Disabled,
Agent information received	DEBUG - PresenceChanged received Agent: sip:agent02@anywhere.now Presence:18000 DefaultWrapUpTimeSpan:00:00:00 IsInDischarge:False RemainingWrapUp:0 Skills:'Normal:100' DeviceType:Undefined
Agent information received	DEBUG - PresenceChanged received Agent: sip:agent01@anywhere.now Presence:3500 DefaultWrapUpTimeSpan:00:00:00 IsInDischarge:False RemainingWrapUp:0 Skills:'Normal:100,X-tweet:100,Chat:100,Skill2:100,Skill1:100,Countdown:100,FrontOffice:100,PRIO:100' DeviceType:Computer
Endpoint started	DEBUG - ucc_name Endpoint State: sip:ucc_name_dr@anywhere.now, Previous:Establishing, New:Established, Reason:None
Endpoint registered	INFO- ucc_name Registered: sip:ucc_name_dr@anywhere.now, with LineUri: ''
Pushes call on behalf endpoint to interceptor	DEBUG - ucc_name Set active outbound for all agents.
Presence published	INFO- ucc_name Published presence Online for sip:ucc_name@anywhere.now
Presence published	INFO- ucc_name Published presence Online for sip:ucc_name@anywhere.now
Subscribe mechanism started	DEBUG - ucc_name Started AgentPresenceResubscriber
Presence published	INFO- ucc_name Published presence Online for sip:ucc_name@anywhere.now
Presence published	INFO- ucc_name Published presence Online for sip:ucc_name@anywhere.now
Presence published	INFO- ucc_name Published presence Online for sip:ucc_name@anywhere.now
Statistics collector started	DEBUG - ucc_name Statistics Change in ucc_name, totalCalls 0
Cancels old unused conference	INFO- ucc_name Canceling old conferences: 1, of 1 with id I1GGS8J8
Cancels old unused conference	INFO- ucc_name Canceling old conferences: 1, of 1 with id RR3HY567
Cancels old unused conference	INFO- ucc_name Canceling old conferences: 1, of 1 with id OAA7I7QN
New change in SharePoint list received	INFO- ucc_name Settings update available
Starting webchat module	INFO- Web chat module starting!
New change in SharePoint copied to cache	INFO- ucc_name Settings updated!
Msmq listener started for webchat	INFO- MsmqEndpoint Starting listener on MSMQ endpoint .\private$\UCC_WEBCHATPLUS_ucc_name_chat01_UCC_INPUT...
Started webchat module	INFO- Web chat module started!
EmailDialogueProvider starting	INFO- ucc_name Starting EmailDialogueModule EmailDialogueProvider
Msmq listener started for email dialogue provider	DEBUG - ucc_name _inputEndpoint on msmq://emaildialog.ucc.input@localhost
Msmq listener started for email dialogue provider	INFO- MsmqEndpoint Starting listener on MSMQ endpoint .\private$\emaildialog.ucc.input...
Msmq listener started for email dialogue provider	DEBUG - MsmqEndpoint Sent EmailDialogueModuleStartEvent message 056ee453-af24-468d-a261-c35328eed186\1669399
EmailDialogueProvider started	INFO- ucc_name Started EmailDialogueModule EmailDialogueProvider
Release Guard started	INFO- ucc_name Release Guard started
CampaignDialer started	INFO- ucc_name Dialer CampaignDialer QualifiedToStart, AgentCmdState: Stopped, licensed True, enabled: True, within business hours: True, allowed to start: [True, ""]
VoicemailDialer started	INFO- ucc_name Dialer VoiceMailDialer QualifiedToStart, AgentCmdState: Started, licensed True, enabled: False, within business hours: True, allowed to start: [True, ""]
AutonomousDialer started	INFO- ucc_name Dialer AutonomousDialer QualifiedToStart, AgentCmdState: Stopped, licensed True, enabled: False, within business hours: True, allowed to start: [True, ""]
UCC has completed it's startup procedure and can now be used	DEBUG - ucc_name Starting heartbeat
Interceptor connected	DEBUG - ApplicationBootStrapper AgentProvider. Connected: 1.1.1.10 : Front-End01 Protocol: webSockets
Interceptor connected	DEBUG - ApplicationBootStrapper AgentProvider. Connected: 1.1.1.11 : Front-End02 Protocol: webSockets
Interceptor connected	DEBUG - ApplicationBootStrapper AgentProvider. Connected: 1.1.1.12: Front-End03 Protocol: webSockets
Interceptor registered	DEBUG - ApplicationBootStrapper AgentProvider. Register: 08cd7c9b-3d6b-405b-af2b-9d6e862843fc, 1.1.1.10 : Front-End01, with Interceptor version 5.0.17165.0
Interceptor registered	DEBUG - ApplicationBootStrapper AgentProvider. Register: ff29e38e-191f-497b-8f79-ff41c76d28b7, 1.1.1.11 : Front-End02, with Interceptor version 5.0.17165.0
Interceptor registered	DEBUG - ApplicationBootStrapper AgentProvider. Register: 7f328dce-5520-44d6-a868-bb67e3755bba, 1.1.1.12 : Front-End03, with Interceptor version 5.0.17165.0

UCC Inbound call

Summary

Incoming on endpoint and set customer
(optional) Plugin check on number
Creating and/or joining new or used conference
Customer hears welcome and is set in IVR
Customer chooses skill and placed in queue
Availability check and agent hunt
(optional) ContextChannel
CustomerHungUp or AgentHungUp

Details

Click to open details

ACTION	LOG LINE	COMMENT
UCC receives call on particular endpoint	INFO- ucc_name CallReceivedOnEndpoint sip:ucc_name@anywhere.now
Inbound customer	INFO- ucc_name SetCaller:IsPhone: tel:+31612345678
Collecting statistics for customer (stored procedure based on customer phone number)	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 GetStats. Get statistics for sip:+31612345678@anywhere.now;user=phone
Inbound customer information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 Call received from: sip:+31612345678@anywhere.now;user=phone
Inbound customer information	INFO- ucc_name Ucc Call received from: sip:+31612345678@anywhere.now;user=phone
Inbound customer information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 inc_part: sip:+31612345678@anywhere.now;user=phone
Dynamics CRM starts query for customer phone number	INFO- Dynamics CRM: Initialize CRM Cases plugin base
Dynamics CRM starts query for customer phone number	INFO- Dynamics CRM: ctor done.
Dynamics CRM starts query for customer phone number	INFO- Contact Cases CRM :Initialize Dynamics CRM Cases plugin
Dynamics CRM starts query for customer phone number	WARN- Setting RetrieveOnlyOpenCases not configured using default value
Dynamics CRM starts query for customer phone number	INFO- Contact Cases CRM :Dynamics CRM repository initialized.
Dynamics CRM starts query for customer phone number	INFO- Dynamics CRM :CallIncoming sip:+31612345678@anywhere.now;user=phone, bd3b358b-ea9a-4a1a-b641-99752d1a3079
Dynamics CRM starts query for customer phone number	INFO- Dynamics CRM :CallIncoming +31612345678, bd3b358b-ea9a-4a1a-b641-99752d1a3079 retrieve contact by search value
Dynamics CRM starts query for customer phone number	INFO- Dynamics CRM :CallIncoming sip:+31612345678@anywhere.now;user=phone, bd3b358b-ea9a-4a1a-b641-99752d1a3079 retrieve contact by phone number
Dynamics CRM starts query for customer phone number	INFO- Start RetrieveContactInfoByPhoneNumber:+31612345678
UCC gets new Skype for Business conference from front-end	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 UccConferenceCreator using new conference on :'1.1.1.12'
Slicing TimeLine data into send-able chunks	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 Slicing the call activities
Skype for Business conference ID	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 UccConferenceCreator id :'OI22RCKN'
Skype for Business conference creation took x seconds	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 UccConferenceCreator, took 00:00:00.20 seconds
Change in call statistics for today	DEBUG - ucc_name Statistics Change in ucc_name, totalCalls 0
Time in which the UCC joins the Skype for Business conference	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ConferenceJoin, took 00:00:00.55 seconds
Notification from Skype for Business on a participant endpoint	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 AudioSession:AudioVideoMcuSession_ParticipantEndpointAttendanceChanged
Added customer to the Skype for Business conference	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 added: tel:+31612345678, sip:+31612345678_uccincoming@anywhere.now
Time in which the customer joins the Skype for Business conference	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 CustJoin, took 00:00:01.03 seconds
Skype for Business conference is started	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 Start connect to conference
CRM has found 1 contact with the corresponding customer phone number	INFO- Contacts retrieved:1
CRM has found 1 contact with the corresponding customer phone number	INFO- Dynamics CRM :CallIncoming sip:+31612345678@anywhere.now;user=phone, bd3b358b-ea9a-4a1a-b641-99752d1a3079 retrieve leads by phone number
CRM starts collecting leads information for the found customer	INFO- Start RetrieveLeadContactInfoByPhoneNumber:+31612345678
CRM has found 1 contact with the corresponding customer phone number	INFO- Number of contacts: 1
CRM starts collecting case information for the found customer	INFO- Dynamics CRM :CallIncoming sip:+31612345678@anywhere.now;user=phone, bd3b358b-ea9a-4a1a-b641-99752d1a3079 retrieve cases by contact id
CRM has selected the contact	INFO- selected contact retrieved
CRM starts collecting case information for the found customer	INFO- Start RetrieveCasesByContactId
CRM has found 10 cases for the selected customer	INFO- Found 10 cases for e1c12b0c-c364-e411-b16b-d89d6776a65c
CRM has collected the cases for the customer	INFO- Cases retrieved from CRM by Contact ID.
The Skype for Business toast A toast is a pop-up instant message or audio call notification the user receives on his desktop. is prepared	INFO- Toast Subject Koen Schrauwen\|Workstreampeople B.V.
	INFO- Subcribe to UCC events
Notification from Skype for Business on a participant endpoint	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 AudioSession:AudioVideoMcuSession_ParticipantEndpointAttendanceChanged
The welcome messages has joined the Skype for Business Conference	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 added: Welcome, sip:Welcome_uccivr@anywhere.now
	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 End connect to conference
Customer is set in the IVR	INFO- ucc_name Set in ivr
The selected IVR path by the customer	INFO- ucc_name Set ivr path: -1	The numbers equal the SharePoint Item ID's.
Customer gets skill	INFO- ucc_name Set Skill: Normal
	DEBUG - Match started: queueEntries: 1
Customer is set in queue	INFO- ucc_name Set in Queue
CRM notices the selected skill	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 Dynamics CRM: SkillChosen set: Normal
UCC did not retrieve any hunt requests (due to no agents available)	DEBUG - Match: Match makers did not return one or more hunt requests.
Welcome message is removed from the Skype for Business conference	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 Terminating call: sip:Welcome_uccivr@anywhere.now
The queue-on-hold audio is put in the conference	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 Init IVRQueueHoldWma
Notification from Skype for Business on a participant endpoint	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 AudioSession:AudioVideoMcuSession_ParticipantEndpointAttendanceChanged
Welcome message is removed from the Skype for Business conference	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 Terminating call done: sip:Welcome_uccivr@anywhere.now
Welcome message is removed from the Skype for Business conference	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 Terminating conv: sip:Welcome_uccivr@anywhere.now
Welcome message is removed from the Skype for Business conference	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 removed: sip:Welcome_uccivr@anywhere.now
	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 still in: none
Welcome message is removed from the Skype for Business conference	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 Terminating conv done: sip:Welcome_uccivr@anywhere.now
Notification from Skype for Business on a participant endpoint	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 AudioSession:AudioVideoMcuSession_ParticipantEndpointAttendanceChanged
The queue-on-hold audio is put in the conference	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 added: QueueHold, sip:QueueHold_uccivr@anywhere.now
A presence change is received for agent	DEBUG - ucc_name Presence change: sip:agent01@anywhere.now : Online : 3500 :: Computer : SameEnterprise Formal:True, Active:True. Text Enabled, Audio Enabled, Video Disabled,
Agent information is received	DEBUG - PresenceChanged received Agent: sip:agent01@anywhere.now Presence:3500 DefaultWrapUpTimeSpan:00:00:00 IsInDischarge:False RemainingWrapUp:0 Skills:'Normal:100,X-tweet:100,Chat:100,Skill2:100,Skill1:100,Countdown:100,FrontOffice:100,PRIO:100' DeviceType:Computer
The broker has found a match for requested skill and available agent	DEBUG - Match started: queueEntries: 1
	DEBUG - MsmqEndpoint Sent PresenceChangedEvent message 056ee453-af24-468d-a261-c35328eed186\1669490
UCC is now having an available agent for the requested skill.	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 Available Agents for Normal: sip:agent01@anywhere.now::11/13/2017 1:16:20 PM	Date-time behind agents sip is last pickup time to determine longestidle
UCC reserves the available agent for this call	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 AgentReservation, agent reserved. Agent: sip:agent01@anywhere.now Presence:3500 DefaultWrapUpTimeSpan:00:00:00 IsInDischarge:False RemainingWrapUp:0 Skills:'Normal:100,X-tweet:100,Chat:100,Skill2:100,Skill1:100,Countdown:100,FrontOffice:100,PRIO:100' DeviceType:Computer
UCC is ready for hunt	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 --------- READY FOR HUNT ---------
Agent is being hunted	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 HuntRequest: voAgentGroup: un[sip:agent01@anywhere.now], Session: mz, HuntOptionFlags: None
Agent is being hunted	INFO- ucc_name HuntingStarted
Agent is being hunted	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 HuntManager stateChanged from:Idle, to:HuntStarting
Agent is being hunted	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 HuntManager stateChanged from:HuntStarting, to:HuntStarted
Agent is being hunted	INFO- ucc_name Hunting: sip:agent01@anywhere.now
UCC uses this endpoint to setup the hunt	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 Using sip:ucc_name@anywhere.now as intermediate sip
Sending toast to agent	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 Setting toast subject to: Koen Schrauwen\|Workstreampeople B.V.
Agent has pickedup the call	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 Hunt succesfull
Agent has pickedup the call	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 Hunt accepted by: sip:agent01@anywhere.now
CRM sees which agent pickedup the call	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 Dynamics CRM: CallAccepted => sip:agent01@anywhere.now
Agent has pickedup the call	INFO- ucc_name PickedUpByAgent: sip:agent01@anywhere.now
The queue-on-hold audio is removed from the conference	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 Terminating call: sip:QueueHold_uccivr@anywhere.now
Collecting statistics for customer (stored procedure based on customer phone number)	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 GetStats. Get statistics for sip:+31612345678@anywhere.now;user=phone
Setting up context channel between Skype client and conference	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 Establishing context channel to: sip:agent01@anywhere.now;opaque=user:epid:4syioDKfuFejU7VrJ720bwAA;gruu
UCC stops the hunt	INFO- ucc_name HuntingStopped
	DEBUG - Match started: queueEntries: 0
The queue-on-hold audio is removed from the conference	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 Terminating call done: sip:QueueHold_uccivr@anywhere.now
The queue-on-hold audio is removed from the conference	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 Terminating conv: sip:QueueHold_uccivr@anywhere.now
Notification from Skype for Business on a participant endpoint	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 AudioSession:AudioVideoMcuSession_ParticipantEndpointAttendanceChanged
The queue-on-hold audio is removed from the conference	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 removed: sip:QueueHold_uccivr@anywhere.now
	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 still in: none
The queue-on-hold audio is removed from the conference	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 Terminating conv done: sip:QueueHold_uccivr@anywhere.now
UCC requests to send context channel data	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 Context channel established:
UCC requests to send context channel data	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 __DoContextChannel.Sting Begin Send Data:
	DEBUG - ActivityTokenChanged received Agent: sip:agent01@anywhere.now Presence:6500 DefaultWrapUpTimeSpan:00:01:00 IsInDischarge:False RemainingWrapUp:0 Skills:'Normal:100,X-tweet:100,Chat:100,Skill2:100,Skill1:100,Countdown:100,FrontOffice:100,PRIO:100' DeviceType:Computer
Presence information received of Agent. Went to Busy (on-the-phone)	DEBUG - ucc_name Presence change: sip:agent01@anywhere.now : Busy : 6500 : on-the-phone : Computer : SameEnterprise Formal:True, Active:True. Text Enabled, Audio Enabled, Video Disabled,
Additional presence information is received	DEBUG - PresenceChanged received Agent: sip:agent01@anywhere.now Presence:6500 DefaultWrapUpTimeSpan:00:01:00 IsInDischarge:False RemainingWrapUp:0 Skills:'Normal:100,X-tweet:100,Chat:100,Skill2:100,Skill1:100,Countdown:100,FrontOffice:100,PRIO:100' DeviceType:Computer
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => contextchannel_supports:activities=2.0;classifications=2.0;
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => contextchannel_supports:activities=2.0;classifications=2.0;
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 Dialout:finished: sip:agent01@anywhere.now
Notification from Skype for Business on a participant endpoint	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 AudioSession:AudioVideoMcuSession_ParticipantEndpointAttendanceChanged
Endpoint added to Skype for Business conference	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 added: , sip:ucc_name@anywhere.now
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Skype for Business client from Agent has confirmed that the context channel may be setup	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => registeredoncontextchannel	From this point on the context channel data may flow from UCC to Agent
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type application/UCCContextChannel+xml
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 Dynamics CRM: Context Channel data received.
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type application/UCCContextChannel+xml
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 Dynamics CRM: Context Channel data received.
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 GetStats. Get statistics for sip:+31612345678@anywhere.now;user=phone
Call activities (TimeLine) can be send in 1 slice	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 SendCallActivities => sending 1 slice
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 Dynamics CRM: Get Context Channel for received contacts options search request.
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => registeredoncontextchannelapplication/ConfInviteUriAcceptedEvent+xml
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => registeredoncontextchannelapplication/ConfInviteUriAddedEvent+xml
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => registeredoncontextchannelapplication/ConfInviteUriCommandReceivedEvent+xml
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => registeredoncontextchannelapplication/ConfInviteUriDeclinedEvent+xml
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => registeredoncontextchannelapplication/ConfInviteUriInvitedEvent+xml
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => registeredoncontextchannelapplication/ConfInviteUriNotAddedEvent+xml
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => registeredoncontextchannelapplication/ConfInviteUriRingingEvent+xml
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => registeredoncontextchannelapplication/ConfInviteUriSentFailedEvent+xml
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => registeredoncontextchannelapplication/ConfInviteUriSentSuccusEvent+xml
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => registeredoncontextchannelapplication/ConfRemoveUriRemovedEvent+xml
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => registeredoncontextchannelapplication/ConfStatusParticipantPropertiesChanged+xml
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => registeredoncontextchannelapplication/ConfStatusCurrentStateEvent+xml
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => registeredoncontextchannelapplication/ConfMuteUriFailedEvent+xml
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => registeredoncontextchannelapplication/ConfMuteUriSuccesEvent+xml
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => registeredoncontextchannelapplication/SurveyUrl+xml
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => registeredoncontextchannelapplication/RecorderState+xml
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => registeredoncontextchannelapplication/RecorderMarkingState+xml
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => registeredoncontextchannelapplication/ListCallClassifications2_0+xml
Call classifications are send to client	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 Sending call classifications 2.0, count = 69
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => registeredoncontextchannel
Context channel information	WARN- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => already registered on contextchannel
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => registeredoncontextchannelapplication/UCCContextChannel+xml
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => registeredoncontextchannelapplication/ChatHistory+xml
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived from: sip:agent01@anywhere.now, type plain/text
Context channel information	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 ContextChannel_DataReceived => registeredoncontextchannelapplication/TransferState+xml
Context channel information	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 Dynamics CRM: Get Context Channel for received cases options search request.
Agent sets customer on-hold via Skype for Business client	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 sip:agent01@anywhere.now's media audio channel has new status: SendOnly	SendOnly or InActive Based on Audio on hold settings per client
UCC receives a transfer request from agent01 to external pstn	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 Transfer received in session: Transferor 'sip:agent01@anywhere.now', Destination 'sip:lync15med01.anywhere.now@anywhere.now;gruu;opaque=srvr:MediationServer:dvZD5LhuPF-J_8PlSbUXiwAA;grid=7b0a68490f704543a4f2311d3775cb9d'
UCC receives a transfer request from agent01 to external pstn	INFO- ucc_name Transfer to sip:lync15med01.anywhere.now@anywhere.now;gruu;opaque=srvr:MediationServer:dvZD5LhuPF-J_8PlSbUXiwAA;grid=7b0a68490f704543a4f2311d3775cb9d
UCC receives a transfer request from agent01 to external pstn	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 Found currentSession: bd3b358b-ea9a-4a1a-b641-99752d1a3079
The outbound call from agent01 to the external pstn number is not a other UCC call	WARN- bd3b358b-ea9a-4a1a-b641-99752d1a3079 No otherSession found by id: 12fb672af0ab4af88a7cdc234cc2a31c	This would be when UseOutboundAudioRecording is set to true
Collecting statistics for transferee (stored procedure based on transferee phone number)	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 GetStats. Get statistics for sip:lync15med01.anywhere.now@anywhere.now;gruu;opaque=srvr:MediationServer:dvZD5LhuPF-J_8PlSbUXiwAA;grid=7b0a68490f704543a4f2311d3775cb9d
Slicing TimeLine data into sendable chunks	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 Slicing the call activities
UCC receives a transfer request from agent01 to external pstn	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ucc_name Event info:{"TransferReceived":"bd3b358b-ea9a-4a1a-b641-99752d1a3079","TransferredBy":"sip:agent01@anywhere.now","TransferDestination":"sip:lync15med01.anywhere.now@anywhere.now;gruu;opaque=srvr:MediationServer:dvZD5LhuPF-J_8PlSbUXiwAA;grid=7b0a68490f704543a4f2311d3775cb9d"}
CRM information of the transfer	INFO- Uri before transfer:+31612345678
CRM information of the transfer	INFO- Agent Uri before transfer:agent01@anywhere.now
CRM information of the transfer	Dynamics CRM INFO- Current Agent Sip Uri:agent01@anywhere.now
CRM information of the transfer	Dynamics CRM INFO- Caller Uri:+31612345678
The consultative transfer is started	INFO- ucc_name StartConsultiveTransfer transferredBy sip:agent01@anywhere.now, transferDestination sip:lync15med01.anywhere.now@anywhere.now;gruu;opaque=srvr:MediationServer:dvZD5LhuPF-J_8PlSbUXiwAA;grid=7b0a68490f704543a4f2311d3775cb9d
This endpoint is used to initiate the transfer	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 Using sip:ucc_name002@anywhere.now as intermediate sip
The toast message is set	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 Setting toast subject to: Koen Schrauwen\|Workstreampeople B.V.
Send transfer notication to Attendant web service	DEBUG - AttendantMsmqHandler SendAttendantTransferEvent ucc_name, bd3b358b-ea9a-4a1a-b641-99752d1a3079, 9d00ff0c4d8b4d9cad494ff6f2932453, sip:lync15med01.anywhere.now@anywhere.now;gruu;opaque=srvr:MediationServer:dvZD5LhuPF-J_8PlSbUXiwAA;grid=7b0a68490f704543a4f2311d3775cb9d, , sip:agent01@anywhere.now
Send transfer notication to Attendant web service	DEBUG - AttendantMsmqHandler SendAttendantTransferResultEvent ucc_name, sip:+31687654321@workstreampeople.com;user=phone, bd3b358b-ea9a-4a1a-b641-99752d1a3079, True, 9d00ff0c4d8b4d9cad494ff6f2932453, sip:lync15med01.anywhere.now@anywhere.now;gruu;opaque=srvr:MediationServer:dvZD5LhuPF-J_8PlSbUXiwAA;grid=7b0a68490f704543a4f2311d3775cb9d, , sip:agent01@anywhere.now
	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ucc_name Event info:{"TransferAccepted":"bd3b358b-ea9a-4a1a-b641-99752d1a3079","AcceptedByUri":"sip:+31687654321@workstreampeople.com;user=phone"}
	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 Transfer: wait for join of sip:ucc_name002@anywhere.now
	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 WaitForJoin: wait for joined
	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 Dialout:finished: sip:lync15med01.anywhere.now@anywhere.now;gruu;opaque=srvr:MediationServer:dvZD5LhuPF-J_8PlSbUXiwAA;grid=7b0a68490f704543a4f2311d3775cb9d
Notification from Skype for Business on a participant endpoint	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 AudioSession:AudioVideoMcuSession_ParticipantEndpointAttendanceChanged
The endpoint used to initiate the transfer has joined the conference	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 added: , sip:ucc_name002@anywhere.now
The endpoint used to initiate the transfer has joined the conference	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 WaitForJoinAndLeaveConference joined: sip:ucc_name002@anywhere.now
The endpoint used to initiate the transfer has joined the conference	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 WaitForJoin: joined sip:ucc_name002@anywhere.now
The endpoint used to initiate the transfer has joined the conference	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 WaitForJoin: joined sip:ucc_name002@anywhere.now matches sip:ucc_name002@anywhere.now
CRM sees that transferee accepted the call	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 Dynamics CRM: CallAccepted => sip:+31687654321@workstreampeople.com;user=phone
	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 Transfer: SendTransferNotification: 200
Transfer succeeded	INFO- ucc_name Transfer succes: destination = tel:+31687654321
Transfer accepted by the transferee	INFO- ucc_name TransferAcceptedByAgent: tel:+31687654321, anonymous: False
	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 Transfer: Set AgentConversation to 136b8b19f85e4078b002e66823b4f866
	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 Dynamics CRM: CallAccepted => sip:+31687654321@workstreampeople.com;user=phone
Reservation for agent has been removed	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 AgentReservation, canceled reservation for Agent: sip:agent01@anywhere.now Presence:6500 DefaultWrapUpTimeSpan:00:01:00 IsInDischarge:False RemainingWrapUp:0 Skills:'Normal:100,X-tweet:100,Chat:100,Skill2:100,Skill1:100,Countdown:100,FrontOffice:100,PRIO:100' DeviceType:Computer
Notification from Skype for Business on a participant endpoint	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 AudioSession:AudioVideoMcuSession_ParticipantEndpointAttendanceChanged
	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 Detecting endpoint uri for contextChannel
Discharge duration is initiated for the agent	DEBUG - ucc_name MonitorAgentDischarge:sip:agent01@anywhere.now
	DEBUG - PresenceChanged received Agent: sip:agent01@anywhere.now Presence:6500 DefaultWrapUpTimeSpan:00:01:00 IsInDischarge:True RemainingWrapUp:59 Skills:'Normal:100,X-tweet:100,Chat:100,Skill2:100,Skill1:100,Countdown:100,FrontOffice:100,PRIO:100' DeviceType:Computer
	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 removed: sip:ucc_name@anywhere.now
	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 still in: sip:ucc_name002@anywhere.now
	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 Set endpoint free: sip:ucc_name@anywhere.now
	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 WaitForJoinAndLeaveConference removed: sip:ucc_name@anywhere.now
	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 WaitForJoinAndLeaveConference joined+removed done
	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 Setting the routes
	WARN- bd3b358b-ea9a-4a1a-b641-99752d1a3079 Detecting endpoint uri for contextChannel failed: A 405 (Method Not Allowed) response was received from the network and the operation failed. See the exception details for more information.
	WARN- bd3b358b-ea9a-4a1a-b641-99752d1a3079 Cannot setup context channel to: sip:lync15med01.anywhere.now@anywhere.now;gruu;opaque=srvr:MediationServer:dvZD5LhuPF-J_8PlSbUXiwAA;grid=7b0a68490f704543a4f2311d3775cb9d, because it is not a user.
	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 ucc_name Event info:{"TransferResult":"bd3b358b-ea9a-4a1a-b641-99752d1a3079","Result":"True","UriLeft":"sip:agent01@anywhere.now"}
Agent's information is received	DEBUG - ActivityTokenChanged received Agent: sip:agent01@anywhere.now Presence:3500 DefaultWrapUpTimeSpan:00:01:00 IsInDischarge:True RemainingWrapUp:57 Skills:'Normal:100,X-tweet:100,Chat:100,Skill2:100,Skill1:100,Countdown:100,FrontOffice:100,PRIO:100' DeviceType:Computer
Agent's presence returned to Online again	DEBUG - ucc_name Presence change: sip:agent01@anywhere.now : Online : 3500 :: Computer : SameEnterprise Formal:True, Active:True. Text Enabled, Audio Enabled, Video Disabled,
	DEBUG - PresenceChanged received Agent: sip:agent01@anywhere.now Presence:3500 DefaultWrapUpTimeSpan:00:01:00 IsInDischarge:True RemainingWrapUp:57 Skills:'Normal:100,X-tweet:100,Chat:100,Skill2:100,Skill1:100,Countdown:100,FrontOffice:100,PRIO:100' DeviceType:Computer
	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 Set endpoint free: sip:ucc_name002@anywhere.now
	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 AudioSession:AudioVideoMcuSession_ParticipantEndpointAttendanceChanged
Agent hungup the call	INFO- ucc_name AgentHungUp: sip:lync15med01.anywhere.now@anywhere.now;gruu;opaque=srvr:MediationServer:dvZD5LhuPF-J_8PlSbUXiwAA;grid=7b0a68490f704543a4f2311d3775cb9d
The call has come to an end	INFO- ucc_name CallEnded
CRM sees that the call has ended	INFO-Contact Cases CRM Call End.
	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 removed: sip:ucc_name002@anywhere.now
	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 Dynamics CRM: End of call.
	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 agent01@anywhere.now: Selected agent sip uri.
	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 epremoved: sip:ucc_name002@anywhere.now
	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 still in: none
	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 AudioSession:AudioVideoMcuSession_ParticipantEndpointAttendanceChanged
The customer hungup the call	INFO- ucc_name CustomerHungUp: sip:+31612345678@anywhere.now;user=phone
	INFO- bd3b358b-ea9a-4a1a-b641-99752d1a3079 removed: sip:+31612345678_uccincoming@anywhere.now
	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 still in: none
	DEBUG - bd3b358b-ea9a-4a1a-b641-99752d1a3079 Cleanup done.
	DEBUG - ucc_name Total audiosessions left: 0
Change in call statistics for today	DEBUG - ucc_name Statistics Change in ucc_name, totalCalls 1

Presence

Subscription

For each agent the UCC setups a presence subscription, this is used for Presence Based Routing. The subscription needs to be subscribed to know the agent active presence. You can use the OCS Logger or the UCC Logs for more information.

OCS Logger

UCC Logs

Copy

Logs

DEBUG - ucc_name sip:agent01@contoso.com subscriptionChanged: PreviousState = Idle, State = Subscribing, TransitionReason = None
DEBUG - ucc_name sip:agent01@contoso.com subscriptionChanged: PreviousState = Subscribing, State = Subscribed, TransitionReason = None

Presence Change

When the Agent changes presence the UCC needs to be notified, this is done because of the subscription. You can use the OCS Logger or the UCC Logs for more information.

OCS Logger

UCC Logs

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Logs

DEBUG - ucc_name Presence change: sip:agent01@contoso.com : Busy : 6500 : in-a-meeting : Computer : SameEnterprise Formal:False, Active:True. Text Enabled, Audio Enabled, Video Disabled

UserEndpoint

Note

Only for users on the same topology (not federated When using AnywhereNow in combination with Federation you can add agents working with a Skype for Business or Teams account to your UCC.).

Note

UCC will not REGISTER if Interceptor is configured, we advice to use an additional UCC without Interceptor for this.

Additional to the presence the UCC registered the Agent's UserEndpoint. This is required for:

Offline hunting
- Will only be done when the client forward is known.
Remote Presence Updater
- Can only be done when the UCC is allowed to change the user's presence.
Status change via Reason Codes
- Can only be done when the UCC is allowed to change the user's presence.

UCC Logs

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Logs

DEBUG - r2 UserEndpointHelper:Establish: Creating endpoint for sip:agent01@contoso.com
INFO - ucc_name Added userendpoint to agent: sip:agent01@contoso.com

DNS Troubleshooting

For Skype DNS is important, so this must be configured correctly. UCMA Microsoft Unified Communications Managed API (UCMA) is used primarily to build middle-tier applications that work with the Skype for Business Server. (Skype / Lync Microsoft Lync (formerly Microsoft Office Communicator) is an instant messaging program designed for business use and is the successor of Windows Messenger. In order to use Lync, a Microsoft Lync Server is required. API) will search in the following order:

SRV: _sipinternaltls._tcp.domain.com
SRV: _sip._tls.domain.com
A: sipinternal.domain.com
A: sip.domain.com
A: sipexternal.domain.com

Daily Operations

AnywhereNow software

For active monitoring of AnywhereNow the following tools can be used.

AnywhereNow KPI’s (TechnicalMonitoring)
Interceptor KPI’s (TechnicalMonitoring)
Inflight Wallboard (FunctionalMonitoring)
Snapper (FunctionalMonitoring)

AnywhereNow offers KPI’s to support monitoring. Programs that can be used are e.g. PerfMon, Scomm or other monitoring tools.
The basic operations are to check theKPI’s. If a KPI is not within pre-defined boundaries, action need to be taken.

Very important counters

Established Endpoints
Heartbeat
Max Conference Creation Time
Max Customer Join Time
Not Established Endpoints
SharePoint Connected

SharePoint settings

For SharePoint there are no daily routines.

SQL Database

For the SQL database the standard daily database management tasks needs to be in place. It is assumed that the backup routines are set up.

Periodic Operations

This paragraph is describing the operations needed on a frequently base.

AnywhereNow software

Within the AnywhereNow software logging is used. The disk space used by logging is restricted. If the log files need to be saved during a longer period, action needs to be taken to copy and timestamp the log files.

SQL database

As in all database drive software, standard database management tasks needs to be taken care off. This include in some check on indexes, database size etc. There is no deletion of data by the AnywhereNow software.

The amount of data can have impact on database requests (like the check on frequent callers, or reporting), based on corporate standards, the database size can be reduced by deleting or archiving data. The Business Intelligence Reports does not take into account that data is deleted or archived.

Ad-hoc Operations

This paragraph is describing the operations needed on not pre-defined moments.

General

In the case of a disruption within the infrastructure it is possible that the servers are down. The AnywhereNow service can be restarted. The AnywhereNow software can run (with limited functionality) without the SharePoint and SQL environment.

If the SharePoint and SQL environment are available, the full functionality of AnywhereNow will be used again. Restarting the AnywhereNow software without an available SharePoint environment is possible when caching is used.

AnywhereNow software

Whenever updates or new installations will take place it is important to back-up the AnywhereNow software.

SharePoint settings

It is possible for authorized users to change settings within SharePoint. This is not administrators work, but it can happen that mistakes are made. This can be managed by using version management on the SharePointenvironment.

SQL database

The AnywhereNow software doesn’t require special database routines.

Operation Basics - Core

Basic Troubleshooting

Have you tried turning it off and on again?

Restart the UCC with a clean cache?

What do the logs say?

What does the FAQ say?

UCC Cache

UCC Logs

Location, file size ,amount and details (level)

Example: 5 log files of 10 MB

Example: One file per day

Start-up order

Summary

Details

UCC Inbound call

Summary

Details

Presence

Subscription

Presence Change

UserEndpoint

Daily Operations

AnywhereNow software

SharePoint settings

SQL Database

Periodic Operations

AnywhereNow software

SQL database

Ad-hoc Operations

General

AnywhereNow software

SharePoint settings

SQL database