Ipocc Trace Installation En

Deploying IP Office Contact Center TTrace

Release 9.0.2Issue 1.0

February 2014

Deploying IP Office Contact Center TTrace 1

ContentsAbout this manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Target audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

What is TTrace? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Attributes of TTrace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Version . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Block diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10List of components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Basic conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Installing the TTrace server without setup . . . . . . . . . . . . . . . . . . . . . 13Installing TTraceConsole on a client PC without setup . . . . . . . . . . . . . . 13

Service: tt_srv . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Advantages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Checking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Service and maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Start TTraceServer using Options . . . . . . . . . . . . . . . . . . . . . . . . . 15

Configuration file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Example of a configuration file . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Log file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Opening a log file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Application TTraceConfig . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Structure of the application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Icon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Title bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Menus and commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Tool bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Status bar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21


General settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Changing to general settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Properties: General settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Properties: Special Process Settings . . . . . . . . . . . . . . . . . . . . . . . 24Properties: On Connect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Accounts (receiver for messages) . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Changing to accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Properties: Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Log Scans (Search) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Changing to Log Scans settings . . . . . . . . . . . . . . . . . . . . . . . . . . 27Properties:Log Scans settings . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Properties: LogScan search settings. . . . . . . . . . . . . . . . . . . . . . . . 28Properties: Scan with regular expression . . . . . . . . . . . . . . . . . . . . . 34Illustration: Scan with regular expression . . . . . . . . . . . . . . . . . . . . . 35

E-Mails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Changing to email settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Properties: E-Mails. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Properties of an email template (Template) . . . . . . . . . . . . . . . . . . . . 40Properties of an email template for Heartbeat . . . . . . . . . . . . . . . . . . . 42

Pop-up messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Restriction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43What is Net send? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Changing to pop-up message settings. . . . . . . . . . . . . . . . . . . . . . . 43Properties: Pop-up messages . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Properties of an pop-up template. . . . . . . . . . . . . . . . . . . . . . . . . . 45

Event Logs (Event display) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Changing to Event Log settings . . . . . . . . . . . . . . . . . . . . . . . . . . 46Properties: Event Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Properties of an Event Log template . . . . . . . . . . . . . . . . . . . . . . . . 47Possible causes of errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

TTraceConsole Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Limitation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Connecting with TTrace server . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Starting maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Starting maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Refer to Online Help for further information on operation . . . . . . . . . . . . 50

Tips and tricks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51


Display of process statuses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Prerequisite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Starting the dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Recommendation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Sending a log file to TTrace server . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Backup TTrace server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Example for starting parameter . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Installed Examples. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54How do you use an example?. . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57



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About this manual


About this manual

This manual contains all information necessary for installing and configuring TTrace.

Target audience

This manual is intended for people wanting to install and configure TTrace. It makes no difference whether you are using this document in printed or online form.

Use this manual as you see fit, for reference purposes regarding individual topics or to learn how to install and configure TTrace.

8 Deploying IP Office Contact Center TTrace

What is TTrace?


What is TTrace?

Application

Introduction

TTrace stands for Avaya Trace System.

A little background information to start with: In Avaya's older server systems (such as BBC, Tiva, and C3000), each process generated a separate output window. The output window appeared in an input prompt (DOS window).

With the new server systems, TTrace is used for the outputs. TTrace also assumes other tasks in an Avaya server system.

The outputs are separated according to originator and are stored in a file system. Since the file system on a server is a critical resource, it is possible to file the outputs on a remote computer. The outputs can be viewed and controlled using an application. Access to the files containing the records is not restricted in any way.

Attributes of TTrace

TTrace offers the following attributes.

• Central generation and administration of log files.

• Online evaluation of log contents with the option of reacting to certain contents in a certain way (escalation).

• Easy to switch categories on and off..

• Short explanation for the categories

• Low network load due to compact protocol.

• Simple commands can be sent to the TTrace clients.

• Categories managed in the component (Library, Executable).

• Debuggable.

• Flexible (can be used without pre-defined instrumentation macros).

• Encrypted transmission

Version

The version number can be found in the TTraceConsole application under Help or in the TTraceConfig application under Help.


Components

Block diagram

The following illustration shows a diagram of the components for TTrace.

TTrace server

(tt_srv.exe)

Server A

Own product

Server B

Outside product

TTrace

Adapter

Log files

Socket connection

Pipe

TTraceConfig

(tt_config.exe)

TTraceConsole

(tt_console.exe)

LAN

TTrace configuration file

What is TTrace?


List of components

The following table shows the components and explains their functions.

Component Function

TTrace server The TTrace server is the central component of TTrace. The TTrace server receives the outputs of the processes via a socket connection and saves them to the file system. The rules for automatic output analysis are executed by the TTrace server.

TTraceConfig The TTraceConfig (tt_config.exe) application is used to create and modify the TTrace configuration file.

TTraceConsole You can view the working processes online using the TTraceConsole (tt_console.exe) application. You can also use TTraceConsole to switch categories on and off for each component, to send commands to the various processes and to query version information.

Log files The TTrace server generates a corresponding log file for every process.

TTrace configuration file The TTrace configuration file contains the settings for the TTrace server. You can change the settings using the TTraceConfig application.

TTrace adapter With the TTrace adapter, you can connect external processes to the TTrace server to a limited extent.

Logmerger Using the Logmerger and line numbers, you can merge a number of TTrace log files into one single file.

diskspace The diskspace tool checks the free hard drive space.

TT_serialdump With the TT_serialdump tool, you can monitor a port. The data is transferred to the TTrace server.

TT_regtest With the TT_regtest tool, you can test the process interfacing with the TTrace server.


Installation

Installation

Basic conditions

TTraceServer and the TTraceConfig application must run on the same PC.

The TTraceConsole application can be installed and used on any PC.

Installation

As a rule, you use TTrace with an Avaya product. To install TTrace, the TTraceConfig application, and the TTraceConsole application, proceed as follows.

1. You need a data carrier with the installation files for TTrace.

2. Double-click the Trace system.msi file.

3. Click Install. The Welcome dialog opens.

4. Click Next. The End User License dialog opens.

5. Select I accept the terms in the license agreement.

6. Click Next. The Choose Setup Type dialog opens.

7. Click Complete. The Ready to install dialog opens.

8. Click Install. The files are installed.

9. Click Finish to complete the installation.

Installation


Installing the TTrace server without setup

To install TTrace as a service, follow these steps

1. Copy the TTrace file from the data carrier to a folder under Avaya IP Office Contact Center.

2. To install the TTrace server as a service, enter the command tt_srv.exe -install in an input prompt (DOS box). The TTraceServer is installed and started as service.

Installing TTraceConsole on a client PC without setup

To install the TTraceConsole application on a client, proceed as follows.

1. Copy the tt_console.exe file to any folder. The file can be found on the server under TTrace.

2. Create the corresponding link.

3. When you start the TTraceConsole application, you must enter the host name and port number.


Service: tt_srv

Service

The TTrace server (tt_srv.exe) is generally started automatically as a service (Avaya Trace Server).

Advantages

Installation of the TTrace server as a service has the following advantages:

• No output window (invisible).

• No malfunctions caused by unintentional closing of the output window.

• Restore actions by the operating system for a failed service. The Avaya Trace Server service is automatically restarted. Windows NT does not support this. If the Avaya Trace Server service is stopped during operation, the control manager starts the Avaya Trace Server service again within 10 seconds. If the TTrace server is running as service and one changes the active configuration file with TTraceConfig, the new configuration is saved using Save.

Checking

1. To check if the service is started, open Services in Computer administration.

2. The Avaya Trace Server (tt_srv.exe) status must be Started. The autostart type must be set to Automatic.

Installation


Service and maintenance

Start TTraceServer using Options

You can use the TTraceServer with various options. The following options are possible. If you have changed an option, you must stop and restart the Avaya Trace Server.

Option Explanation

- d <Folder> Using the option –d, one can determine which folder the log files will be placed in by the TTraceServer. The letter d stands for directory.

Example: tt_srv.exe –d <Folder>

-c <Name.xml> Upon start-up, the TTraceServer imports a configuration file called tt_srv.xml. Using the option –c, a different configuration file can be specified. You can create a configuration file using the TTraceConfig (tt_config.exe) application. The letter c stands for configuration file.

Example: tt_srv.exe - c tt_srv_special.xml

- p <Port number> The TTraceServer has 10300 as default port, one can change the port by using the -p option. One must also change the port for processes.

Example: tt_srv.exe -p 10301

-bp <port> Indicates the port of a backup TTrace server. You can use this option as a backup system for TTrace log files. A backup TTrace server appears to have all client processes connected directly to it.

For TTrace servers, which pass messages on, you must enter the starting parameter -bp <port>.

Example: tt_srv.exe -bp 10304

Further information: “Backup TTrace server” on page 53


-bh <host> Indicates the host name of a backup TTrace server. For TTrace servers, which pass messages on, you must enter the starting parameter.

Example: tt_srv.exe -bh 123.123.123.12 -bp 10304

Further information: “Backup TTrace server” on page 53

- install This option is used by the installation routine. The TTrace server is installed as service. The service is started when the PC is restarted.

Example: tt_srv.exe -install

- deinstall You can use this option to uninstall the components of TTrace.

Example: tt_srv.exe -deinstall

Option Explanation

Installation


Configuration file

Application

The TTraceServer requires a configuration file. One configuration file is an XML file.

The outputs generated are saved in log files.

Example of a configuration file

When installing a IP Office Contact Center system, a sample configuration file with the name tt_srv.xml is copied to the TTrace folder. Copy this file and edit this copy using the TTraceConfig tool.


Log file

Application

The TTrace server generates a log file for every process. You can set the folder where log files are stored.

New log files are started every day (default setting). Log files are deleted after a set time (default is 10 days).

Format

The name of the log file has the following format:

YYYY_MM_DD_tt_<Processname>@<Hostname>_<Pid>_<Split>.log

The naming scheme takes account of the observation that noteworthy events are usually reported on a particular date. The same scheme is used for the Ktrace recording and for the analysis files of the dialer. All trace and analysis files generated are named according to this scheme. In this way, all trace files are recognizable at first glance.

Examples

Example 1: [email protected]

Example 2: 2006_06_12_tt_testappl@stu13117_890.log

The testappl application runs twice on the stu13117 host in example 2. One instance had the process ID 890, which can be seen in the task manager.

Opening a log file

A log file is saved in ASCII format. You can open a log file with any standard word processing program. As a simple tool, you can use the Microsoft Windows editor, for example.

Application TTraceConfig



Application

The TTraceConfig application is used the same way as other Windows applications.

Application

Using the TTraceConfig application, you can easily and save the configuration files. You can create a number of configuration files or remove them too. The configuration file used is entered as a starting parameter of the TTrace server. If one gives the name tt_srv.xml to the configuration file, this configuration file is used automatically. When one exits TTraceConfig, one can choose to save changes made or not.

Structure of the application

Icon

The following symbol is used for the TTraceConfig application. You will see this symbol in Windows Explorer and in the title bar of the TTraceConfig application.

Title bar

The title bar shows the symbol and the name of the application. You can minimize the TTraceConfig to an symbol, select full screen display or close it.

Menus and commands

The following table shows the menus and commands of the TTraceConfig application. The contents are explained.

Menu Command Explanation

File New Creates a new configuration file.

Open Opens a configuration file.

Save Saves the configuration file.


Tool bar

The following schematic illustration shows the tool bar. You can show or hide the tool bar.

The following table shows the symbols of the tool bar and explains their significance.

Save as Saves the configuration file under a new name.

Import Opens a dialog for importing a configuration file. When you import a configuration file, all System-type log scans are overwritten, but Customer-type log scans are not overwritten.

1. Configuration fileto 8. Configuration file

Opens the corresponding configuration file. The configuration files last used are displayed - up to a maximum of eight.

Exit Ends the TTraceConfig application. Changes are saved.

View Tool bar Shows or hides the tool bar.

Status bar Shows or hides the status bar.

Help Info about TTraceConfig

Shows information (version details) for the TTraceConfig application.

Menu Command Explanation

Icon Explanation

Creates a new configuration file.

Opens a configuration file.

Saves the configuration file.

Saves the configuration file under a new name.

Opens the general settings view.

Opens the account configuration view (receiver for messages).

Opens the LogScans configuration view.



Status bar

The status bar displays information about the command selected.

You can show or hide the status bar.

Opens the configuration view for email settings.

Opens the configuration view for pop-up messages.

Opens the EventLogs configuration view.

Icon Explanation


General settings

Under general settings, you enter inputs for the processes.

Changing to general settings

To switch to general settings, click .

Properties: General settings

In the display of general settings, you can determine the following settings and use the following functions. The settings under Defaults are valid for all processes. Additional settings can be determined under Specials.

Properties and functions Explanation

Ports: 1 Client Shows the socket port for the connection of an application to the TTrace server. The 10300 socket port is default.

Ports: 2 Console Shows the socket port for the connection of a TTraceConsole. The 10301 socket port is default.

Ports: 3 Data Shows the socket port for the data connection. The 10303 socket port is default.

General: Remember manual category switches

The category switches are saved. This retains the status even after a restart.

Create a new file every Shows the number of days to the creation of a new log file.

Keep files of the last Shows the number of days that log files are stored. The entry is valid for all processes. When this time has passed, log files are deleted. This check is carried out once per day.

Directory for Logfiles Shows the general folder for log files. If this folder does not exist, the log files are saved in the folder c:\winnt\temp\Ttrace.

Specials The table shows the following settings for the processes.

• Processname

• Subfolder

• Color



Opens additional properties of a new process.

Opens additional properties of the selected process. You can change the properties.

Deletes the additional properties of the selected process.



Properties: Special Process Settings

You can determine the following settings for a process.

Example of special process settings

The following illustration shows an example of special process settings.

Properties Explanation

Processname Specifies the name of the process.

Subfolder The TTrace server can create and administer subfolders for certain, specially named processes in the general folder. Subfolder tells you which subfolder the appropriate log file will be saved in. Ensure that this subfolder has already been created as it is not created automatically.

Color You can choose a color for the display in the TTraceConsole application.

You may choose from the following colors:

White, Gray, Red, Yellow, Green, Cyan, Blue, Magenta, Black, Dark Gray, Dark Red, Dark Yellow, Dark Green, Dark Cyan, Dark Blue, Dark Magenta, <None> (no color).

Suppress Console Window

You can specify whether a console window for a process should be suppressed.

1 On Connect Opens the properties of On Connect.



Properties: On Connect

You can define which commands are sent, which categories are switched, and how log files are handled when a process connects to the TTrace server.

A list in the On Connect properties shows the type of action and a description.

You can use the following functions:

Functions Explanation

Adds a command to the list. You must enter the command and the parameters. You can send the command either to a specific process or to the server.

Adds categories to be switched to the list. You must specify the categories and select whether a category is switched on or off.

Adds a function to split the log file.

You can edit the settings of the selected entry in the list.

Removes the selected entry from the list.

Moves the selected entry up.

Moves the selected entry down.


Accounts (receiver for messages)

You can configure up to four different receivers for escalation emails. The first receiver (name) is set permanently as Avaya. You can enter names of three further receivers.

Changing to accounts

1. To switch to accounts, click .

Properties: Accounts

In the Accounts display, you can determine the following settings.


Name The first receiver (name) is set permanently as Avaya. You can enter names of three further receivers. If you change one name, this name is also used as a designation for the tab.

AccountId Shows the ZOLS registration number of the customer. ZOLS stands for "Zentraler Online Service" (in English: Central Online Service).

Email To Shows the email address. In the System tab, you enter the email address of Avaya IP Office Contact Center support.



Log Scans (Search)

You can search log files for text elements. It is possible to carry out certain actions when this text element is then found.

Generally, you enter a certain part of a critical error. To receive corresponding text, one can use the TTraceConsole application. Simply copy the corresponding error message into the ScanText field.

Changing to Log Scans settings

1. To switch to search, click . The following dialog opens.

2. To switch to search, click Add.

3. To change a search, select the search desired and click Modify.


Properties:Log Scans settings

In the Search (Log Scans) display, you can determine the following settings and use the following functions.

Properties: LogScan search settings

You can determine the following settings for a search (LogScan).

Properties and functions

Explanation

Defined scansD

Shows whether the Log Scan is active or inactive. ## shows that the Log Scan is inactive.

ProcessName Indicates the name of the process.

Subject Indicates the scan designation.

System Indicates the response and the template used for each receiver.

Opens the properties of a new Log Scan.

Opens the properties of the selected Log Scan. You can change the properties.

Deletes the selected Log Scan.


Temporary disabled Shows whether the Log Scan is active or inactive. If you select the option, the Log Scan is not active.

Subject Indicates a designation for the log scan.

Type You can select System or Custom as the type.

When you import a configuration file, all System-type log scans are overwritten, but Customer-type log scans are not overwritten.

ProcessName Shows the name of the process from which the following text (ScanText) is expected. The value * stands for all. You can enter multiple processes using a comma as a separator.



ScanText Shows the text element which is being searched for in the log file. Generally, you should look for a short, concise text element - an ID, for example.

The log file is then searched for the text element entered in the ScanText field (indicated by Std).

The log file is searched for a variable text element (e.g., for Mutex blockages after a certain time).

Tab with Accounts For every account (receiver), you can set the reactions in a tab.

When does a reaction occur?

No reaction for this group

For the selected account (receiver), no reaction occurs.

React on every occurrence

For the selected account (receiver), a reaction occurs every time that the scantext is found.

React once per logfile or connect

For the selected account (receiver), a reaction occurs for every log file or connection when the scantext is found.

React once every x hours

For the selected account (receiver), a reaction occurs at the set time interval when the scantext is found.

Which reaction occurs?

Send EmailThe reaction is the sending of an email.

Popup MessageA pop-up message is displayed.

Write to EventLogThe event is recorded in the event log.

Using Template Shows the name of the template that is filled out or send when the text searched for (ScanText) is found in the outputs of the process. The template named here must be entered under the type key as template.

Opens a list with the templates created for the type. You can select a template.



Opens the corresponding template. You can edit the corresponding template. When no template exists with the name entered, a new template is automatically created.

Opens the properties of the Log Scan tools. You can define here which reporter category is switched on or off when the search text is found. Commands can also be sent to individual processes when the search text is found.

Comment Specifies a comment.




Properties: Scan with regular expression

Using Regular Expressions, you can define variable search texts. This is normally not necessary with Mutex outputs. Not every Mutex output is critical. It is possible that a process action lasts longer that expected (e.g., when configuring, the following message: saved successfully is sent later by the Sybase database, because a statistical evaluation is running at the same time and the computer is thus operating at full capacity), a Mutex output then appears in the log file of the process, showing the length of time that the process is waiting on its call. As soon as the call has been successfully processed, it then runs as normal again, and thus there is no need to send messages. If after a certain time (e.g., two minutes, depending on the component), the process is still waiting in this call (Deadlock), this is a critical situation and a suitable reaction (e.g., informing a service technician) must follow.


Explanation

Regular expression Specifies the variable search text.

Condition Specifies the condition.

Logtext to scan Specifies a sample text.

Using the function Test now, one can test the ScanText. If the variable search text (Regular expression) and the condition in the sample text match each other, Fires=true is displayed. Otherwise, Fires=false is displayed.


Illustration: Scan with regular expression

The following illustration shows the Scan with regular expression dialog. This dialog appears when you click Regular Expression in the properties of the Log Scan.

In the following example, a Log Scan is defined with a Regular Expression, for which a reaction occurs when a Mutex blockage occurs for four minutes.

Mutex blockages show messages which always take the following form:

TNMutex(0x0815): trying to lock since x secs at ...

x is a number which increases with time, and does not have any fixed value in the first message. Thus, one cannot directly search for this Scantext.

The following schematic illustration shows the correct formulation.



Condition

You can use two variables under Condition.

Example in this figure: If Variable 1 is greater than Variable 2, the condition is fulfilled (Fires=true).

The following illustration is an example.


E-Mails

TTrace can send messages (E-Mails) via smtpsend. SMTP stands for Simple Mail Transfer Protocol.

Changing to email settings

1. To switch to email settings, click .

2. To create a new email template, click Add.

3. To change a email template, click Modify.



Properties: E-Mails

You can determine the following settings for an email.


Mail server host Specifies the host name where the SMTP port is available.

Sendcommand Specifies a command with which the SMTP-coded file is sent.

Enters the TTrace folder into Sendcommand.

Enters the host name where the SMTP port is available (corresponds to the Mailserver host) into Sendcommand.

Enters the input from From into Sendcommand.

Enters the input from To into Sendcommand.

Enters the input from CC into Sendcommand.

Enters the subject of the template into Sendcommand.

Enters the file name with the contents of the email text into Sendcommand.

Enters the SMTP file name which contains the email into Sendcommand.

From Specifies the default value for the Sender (From) of the email. If a value for sender (From) is entered in the template used, this value is overwritten.

To Specifies the default value for the accounts (receiver) of the email. If a value for receiver (To) is entered in the template used, this value is overwritten.

Templates Shows the names of the email templates created.

Opens the properties of a new email template.


Opens the properties of the selected email template. You can change the properties.

Deletes the selected email template.

Opens the template for Heartbeat.

For test purposes, an email is sent as configured for Heartbeat.

Heartbeat Freq. Specifies the time in hours after which a control email is sent. When this time is up or when the TTrace server is started, such an email is sent automatically.

Configures a template for the email which is sent at the beginning of maintenance carried out by a service technician. The beginning of the maintenance and the foreseen duration can be entered in the TTraceConsole application.

Configures a template for the email which is sent at the end of maintenance. The end of the maintenance can be entered in the TTraceConsole application.




Properties of an email template (Template)

You can determine the following settings for an email template.


Name Shows the unique name of the email templates. Using the name of the email template, the template can be used by the configuration.

From Specifies a special value for the Sender (From) of the email template. This value replaces the value of the sender (Default From) of the email.

To The receiver is determined by the account (Receiver) used.

Cc Specifies a special value for the receivers (Cc) who are to receive a copy of the email template. This value replaces the value of the receiver (Cc) of the email.

Subject: TTrace The registration number defined in the account is added when sending. The subject of the message can be entered into the input field. The text is in the email in the subject line.

Shows a list with variables. You can select a variable.

Body Shows the text which appears in the email. One can enter the variables %LOG_TEXT% and %PROCESS_NAME% into the text.

Append next This option is not yet implemented at this time.

Logfiles, but wait max This option is not yet implemented at this time.

Seconds This option is not yet implemented at this time.




Properties of an email template for Heartbeat

You can determine the following settings for an email template for Heartbeat.


Name You cannot change this entry. The following names are used: #Heartbeat, #MaintStarting or #MaintFinished. In the template #MaintStarting, one can enter the expected duration of maintenance by using the variable %EST_DURA%.

From You cannot change this entry.

To You cannot change this entry.

Cc Shows the receivers (cc) of copies.

Subject You cannot change the ZOLS registration number.

Body Shows the text which appears in the email.


Pop-up messages

TTrace can generate pop-up messages.

The pop-up messages are sent using Windows 2003 Net send.

Restriction

Under Windows 2008 the function Net send is not supported.

What is Net send?

Net send sends messages to other user names, computer names or message names in the network. The message service [Messenger] must be started so that messages can be received.

The standard under Windows 2003 is that the messenger service is deactivated. In order to use the function, you must start the service Messenger.

Changing to pop-up message settings

1. To change to pop-up message settings, click .

2. To create a new pop-up template, click Add.

3. To change a pop-up template, click Modify.

Properties: Pop-up messages

You can determine the following settings for a pop-up message.


Explanation

Popupcommand Shows the command for generating pop-up messages.

Enters the host name where the pop-up message should appear into the command.

Enters the contents of the Text field into the command.



Defaults: Host Enters the default host name.

If this is a computer name containing spaces, enter the alias name in quotation marks ("). When using NetBIOS names, problems may occur if long user names are used. NetBIOS names can be at most 16 characters long. In Windows 2000, the 16th character is reserved for special purposes.

If you enter * (star), the message is sent to all names in the domain or in the work group.


Explanation


Properties of an pop-up template

You can determine the following settings for a pop-up template.

Templates Shows the names of the pop-up templates created.

Opens the properties of a new pop-up template.

Opens the properties of the selected pop-up template. You can change the properties.

Deletes the selected pop-up template.


Explanation


Name Shows the name for the pop-up template.

Host Shows the host name where the pop-up message should appear.

Text Shows the contents of the pop-up template.

One can enter the variable %LOG_TEXT% into the text. The variable inserts the text which is the cause of the pop-up message into the pop-up message.



Event Logs (Event display)

TTrace can enter messages into the event display (computer administration). The event type can be set. TTrace events are entered into the application event display. TTrace is under Source.

To receive further information and a description (text) of an event, double-click the corresponding event in the event log.

Changing to Event Log settings

1. To switch to Event Log settings, click .

2. To create a new Event Log template, click Add.

3. To change an Event Log template, click Modify.

Properties: Event Logs

You can determine the following settings for an Event Log.


Explanation

Server Specifies the host name where the event will be written.

Type Specifies the type of message that will be written.

Templates Shows the names of the Event Log templates created.

Opens the properties of a new Event Log template.

Opens the properties of the selected Event Log template. You can change the properties.

Deletes the selected Event Log template.


Properties of an Event Log template

You can determine the following settings for an Event Log template.


Name Shows the name for the Event template.

Server Shows the host name of the server into which the event will be entered.

Type One can choose one of the following event types. The event is displayed under the set event type.

• <Default>

• Error Event (Error)

• Warning Event (Warning)

• Information Event (Information)

• Success audit Event (Success monitoring)

• Failure audit Event (Error monitoring)

Text Specifies the contents of the event display.

One can enter the variable %LOG_TEXT% into the text. The variable %LOG_TEXT% inserts the text which is the cause of the event into the event display.



Possible causes of errors

The operating system required the registered DLL with the name tt_eventvw.dll in order that information about an event can be presented correctly by TTrace.

The corresponding file is generally copied into the system32 folder of the operating system upon installation and registered.

In case of an error, the following text is given with the description of a TTrace event:

The description of the event code (0) in (TTrace) was not found. The local computer does not have the registration information or DLL message files necessary to display messages from a remote computer.

There are no further consequences of a missing DLL.


TTraceConsole Application

Application

Introduction

The current outputs are viewed with the TTraceConsole application (tt_console.exe). This application can also be used to switch the categories on and off and to send individual commands to the processes.

Limitation

Since the TTraceConsole application requires high processing power, we recommend not using the TTraceConsole on the IP Office Contact Center server or an IF-PC.

TTraceConsole Application


Operation

Connecting with TTrace server

If the TTraceConsole application and TTrace server are running on the same computer, the connection is automatically set up when the TTraceConsole application is started. If this is not the case, proceed as follows.

1. Select Other Server under File.

2. Shows the host name of the PC where the TTrace server is running.

Starting maintenance

To stop messages being sent during maintenance work, you can deactivate the Log Scans temporarily. Proceed as follows:

1. Under Tools, select Starting Maintenance.

2. Set the expected duration of maintenance. The time can be changed later as many times as you want. You can enter a reason. While the Log Scan is inactive, the following symbol

is shown in the TTraceConsole application, indicating the expected duration of maintenance.

Starting maintenance

After the set duration of maintenance has elapsed, the Log Scans activate automatically and messages are sent again.

1. To reactivate the Log Scans manually, select Finished Maintenance under Extras.

Refer to Online Help for further information on operation

Refer to Online Help for further information on operation of the TTraceConsole application. There is no further information on this subject in this document.


Tips and tricks

Display of process statuses

Application

To obtain a fast overview of the process statuses, you can use the TTraceDisplay application. This application gives you fast and clear information on processes working locally and even those working on other PCs. A green or red LED indicates the state of a process.

Prerequisite

In order to use the TTraceDisplay application, you must use the Watchdog.

Starting the dialog

To start the TTraceConsole application, proceed as follows.

1. Go to the TTrace folder.

2. Double-click tt_display.exe. The TTraceDisplay application starts. You must enter a host name and a port.

3. The display shows the process statuses.

Recommendation

We recommend including the TTraceDisplay application in the autostart function. Then the statuses will be displayed after the PC is started.

Tips and tricks


Sending a log file to TTrace server

You can send a log file to the TTrace server with the tt_filedump (tt_filedump.exe) tool. You can then view the log file with the TTraceConsole application.


Backup TTrace server

In order to guarantee that with remote access no messages are lost through network interruptions, you can use a Backup TTrace server. Install for example at the customer a TTrace server as used. Install a Backup TTrace server itself. You must enter appropriate starting parameters for this function.

See topic “Start TTraceServer using Options” on page 15 for details about the starting parameters.

To use the Backup TTrace server, proceed as follow.

1. Install TTrace for the customer as used.

2. End the service Avaya Trace Server. You must enter the starting parameter -bh <host> and -bp <port>. Start the service.

3. Install TTrace itself as used.

4. End the service Avaya Trace Server. You must enter the starting parameter -bp <port> to deallocate the port. Start the service.

Example for starting parameter

To use the function of a Backup TTrace server, you must use the correct host name (or TCP/IP number) and port. The sending port and the receiving port must be the same.

Starting parameter for TTrace server, send messages (ec. customer)

tt_srv.exe –bh 123.123.123.12 -bp 10304

Starting parameter for Backup TTrace server, receive messages

tt_srv.exe -bp 10304

Tips and tricks


Examples

Two example configuration files are included with the installation of TTrace.

Installed Examples

The following configuration file can be found in the Trace System folder.

• tt_srv.xml

Contains error reports for the IP Office Contact Center components upon whose occurrence emails are sent. We recommend using this example configuration file.

How do you use an example?

To use an example you must adjust the default settings to your requirements. Proceed as follows:

1. Copy an example configuration file. Name the copy tt_srv.xml.

2. Open the configuration file tt_srv.xml.

3. Check the entry directors for logfiles. Change the entry correspondingly.

4. You must change the following information in the email settings. Mailserver HostFromTo: System

5. Change the settings of the pop-up messages.

6. Change the settings of the event logs.

7. If VirusScan version 8.0 is running on the server, then you must activate port 25 in the Virus Scan Console under Access Protection at Port Blocking so that emails can be sent.


Tips and tricks




Glossary

CORBA CORBA stands for Common Object Request Broker Architecture. Common Object Request Broker Architecture or CORBA is an object-oriented middleware providing platform-independent protocols and services that was developed by the Object Management Group (OMG). CORBA makes it easier to create distributed applications in heterogeneous environments.

IP IP stands for Internet Protocol. It is used to address and fragment data and transmit this data to the recipient.

RPC RPC stands for Remote Procedure Call. RPC is a facility for transferring messages. A distributed application in a network can call up services on various computers by using RPC. RPC is used when remotely administering computers.

Socket Socket is a mechanism which makes possible a virtual connection between two processes. It is activated using a socket address. The socket address consists of a port number and a host address.

TCP TCP stands for Transmission Control Protocol. IP stands for Internet Protocol. TCP/IP meets the two most important requirements to be fulfilled in a network. First, it ensures secure transmission. Second, TCP/IP offers an address scheme so that each computer can be assigned an unambiguous address. Computers are numbered by the IP protocol.

XML eXtensible Markup Language (XML) is a general format for presenting structured information.

XML

56 Deploying IP Office Contact Center TTrace 1/9/2013


Index

Index

AAccountId . . . . . . . . . . . . . . . . . . . . . 26Accounts . . . . . . . . . . . . . . 26, 29, 30, 31, 32ASCII . . . . . . . . . . . . . . . . . . . . . . . 18

BBackup TTrace server . . . . . . . . . . . . . . . 53Block diagram . . . . . . . . . . . . . . . . . . . 10Body . . . . . . . . . . . . . . . . . . . . . .40, 42

CCategories . . . . . . . . . . . . . . . . . . . . . 9Causes of errors . . . . . . . . . . . . . . . . . . 48Client PC . . . . . . . . . . . . . . . . . . . . . 13Color . . . . . . . . . . . . . . . . . . . . . . . 24Commands

TTraceConfig. . . . . . . . . . . . . . . . . . 19Complete . . . . . . . . . . . . . . . . . . . . . 12Components. . . . . . . . . . . . . . . . . . . . .11Computer administration . . . . . . . . . . . . .14, 46Condition . . . . . . . . . . . . . . . . . . . . . 34Configuration . . . . . . . . . . . . . . . . . . . . 7Configuration file. . . . . . . . . . . . . . . . .11, 17

DDeadlock . . . . . . . . . . . . . . . . . . . . . 34Debuggable . . . . . . . . . . . . . . . . . . . . . 9diskspace . . . . . . . . . . . . . . . . . . . . . .11DLL . . . . . . . . . . . . . . . . . . . . . . . . 48

EEmail template. . . . . . . . . . . . . . . . . .40, 42E-Mails . . . . . . . . . . . . . . . . . . . . . . 37Error . . . . . . . . . . . . . . . . . . . . . . . 47Error monitoring . . . . . . . . . . . . . . . . . . 47Escalation . . . . . . . . . . . . . . . . . . . . . . 9Event display . . . . . . . . . . . . . . . . . . . 46Event Log template . . . . . . . . . . . . . . . . 47Event Logs . . . . . . . . . . . . . . . . . . . . 46Event type. . . . . . . . . . . . . . . . . . . .46, 47Example

TTrace event display . . . . . . . . . . . . . . 46

FFinished Maintenance . . . . . . . . . . . . . . . 50Fires=true . . . . . . . . . . . . . . . . . . . . . 34Format

Log file . . . . . . . . . . . . . . . . . . . . . 18

GGlossary . . . . . . . . . . . . . . . . . . . . . . 55

HHeartbeat . . . . . . . . . . . . . . . . . . . . . 39

IIcon . . . . . . . . . . . . . . . . . . . . . . . . 19Illustration

TTrace components . . . . . . . . . . . . . . . 10Information. . . . . . . . . . . . . . . . . . . . . 47Input prompt . . . . . . . . . . . . . . . . . . . . . 9Installation . . . . . . . . . . . . . . . . . . . . . 12IP . . . . . . . . . . . . . . . . . . . . . . . . . 55

LLAN . . . . . . . . . . . . . . . . . . . . . . . . 10Log file. . . . . . . . . . . . . . . . . . . . . 11, 18Log Scans . . . . . . . . . . . . . . . . . . . . . 27Logmerger . . . . . . . . . . . . . . . . . . . . . 11

MMaintenance . . . . . . . . . . . . . . . . . . . . 50Menus

TTraceConfig . . . . . . . . . . . . . . . . . . 19Mutex output . . . . . . . . . . . . . . . . . . . . 34

NNet send . . . . . . . . . . . . . . . . . . . . . . 43NetBIOS . . . . . . . . . . . . . . . . . . . . . . 44Network load . . . . . . . . . . . . . . . . . . . . . 9


Index

OOn Connect . . . . . . . . . . . . . . . . . . .24, 25Options . . . . . . . . . . . . . . . . . . . . . . 15

PPop-up messages . . . . . . . . . . . . . . . . . 43Pop-Up template. . . . . . . . . . . . . . . . . . 45Popupcommand . . . . . . . . . . . . . . . . . . 43Port number . . . . . . . . . . . . . . . . . . . . 15Process ID . . . . . . . . . . . . . . . . . . . . 18Process statuses . . . . . . . . . . . . . . . . . 51ProcessName . . . . . . . . . . . . . . . . . . . 28Processname . . . . . . . . . . . . . . . . . . . 24Properties

General settings . . . . . . . . . . . . . . . . 22

RRecipient . . . . . . . . . . . . . . . . . . . . . 38regular expression . . . . . . . . . . . . . . . .34, 35RPC . . . . . . . . . . . . . . . . . . . . . . . 55

SSearch . . . . . . . . . . . . . . . . . . . 26, 27, 28Sender . . . . . . . . . . . . . . . . . . . . . . 38Service . . . . . . . . . . . . . . . . . . . . . . 14SMTP . . . . . . . . . . . . . . . . . . . . . . . 37smtpsend . . . . . . . . . . . . . . . . . . . . . 37Socket . . . . . . . . . . . . . . . . . . . . .10, 55Special Process Setting . . . . . . . . . . . . . . 24Starting Maintenance. . . . . . . . . . . . . . . . 50Status bar . . . . . . . . . . . . . . . . . . . . . 21Subfolder . . . . . . . . . . . . . . . . . . . . . 24Subject . . . . . . . . . . . . . . . . . . . . . . 42Success monitoring . . . . . . . . . . . . . . . . 47Suppress Console Window . . . . . . . . . . . . . 24

TTemplates . . . . . . . . . . . . . . . . . . 38, 45, 46Temporary disabled . . . . . . . . . . . . . . . . 28Title bar . . . . . . . . . . . . . . . . . . . . . . 19Tool bar . . . . . . . . . . . . . . . . . . . . . . 20tt_srv . . . . . . . . . . . . . . . . . . . . . . . 14TTrace . . . . . . . . . . . . . . . . . . . . . . . 9TTrace adapter . . . . . . . . . . . . . . . . . . .11TTraceConfig . . . . . . . . . . . . .9, 11, 12, 17, 19TTraceConfig Application. . . . . . . . . . . . . . 19TTraceConsole . . . . . . . . 9, 11, 12, 13, 24, 27, 49

Uuninstalling. . . . . . . . . . . . . . . . . . . . . 16

WWarning . . . . . . . . . . . . . . . . . . . . . . 47

XXML . . . . . . . . . . . . . . . . . . . . . . 17, 55

Documents

Ipocc Trace Installation En