Contact Center General ECE Troubleshooting

Speakers:
Joshua Raja, CX
Alex Artamonov, CX
Jose Adolio, CX
Introduction
This lab guide is for enterprise voice and contact center engineers interested in understanding and troubleshooting Enterprise
Chat and Email (ECE).

An explanation of the components of ECE, the new ECE 12.6 features, and how both email and chat activities move through
the system. This is focused on the PCCE 12.6 integrated ECE, but the principles will apply to UCCE integrated systems as well.

Pre-requisite knowledge
This is an intermediate session intended for engineers with prior Contact Center Enterprise (CCE) experience. Prior experience
with Enterprise Chat and Email is not required but will be helpful.

Disclaimer
This training document is to familiarize users with ECE 12.6 and PCCE 12.6. The design of the lab is not one which would be
supported in a production environment. While the features described do work, there are many other features in ECE which
may be needed in your environment. For the design related questions please contact your representative at Cisco, or a Cisco
partner.
Table of Contents
Introduction
Pre-requisite
Disclaimer

Lab Topology and Access

Lab Deployment
Lab Addressing and Credentials
Agent and User Information

Lab 1: Introduction to ECE

Part 1: ECE Administration Consoles
Part 2: Locating and Setting Trace Level
Part 3: Locating and opening process log files
Part 4: Creating an agent for Email and Chat
Part 5: Logging into ECE gadget on Finesse
Part 6: Initiating a test Chat
Part 7: Initiating a test Email
Part 8: Searching for activity via ECE Gadget
Part 9: Searching for activity via SQL

Appendix A: Database Field Descriptions

Lab Topology and Access
Lab Deployment
Lab Addressing and Credentials -Add ECE Components

Demo VMs Hostname IP Address Username Password

AD / Exchange ad1 198.18.133.1 DCLOUD\Administrator C1sco12345

CUCM cucm1 198.18.133.3 administrator C1sco12345

Rogger ccerogger 198.18.135.37 DCLOUD\Administrator C1sco12345

PG ccecall 198.18.133.12 DCLOUD\Administrator C1sco12345

AW-HDS ccedata 198.18.133.11 DCLOUD\Administrator C1sco12345

CVP Call Server

cvp1 198.18.133.13 DCLOUD\Administrator C1sco12345
CVP VXML Server

CVP Reporting
cvprep1 198.18.133.70 DCLOUD\Administrator C1sco12345
Server

Finesse finesse1 198.18.133.16 administrator dCloud!23

CUIC Live Data IdS cuic1 198.18.133.15 administrator dCloud!23

VVB vvb1 198.18.133.143 administrator dCloud!23

Cloud Connect cloudconnect1 198.18.133.103 administrator C1sco12345

Workstation 1 wkst1 198.18.133.75 DCLOUD\sjeffers C1sco12345

Workstation 2 wkst2 198.18.133.76 DCLOUD\rbarrows C1sco12345

vCube cc-vcube 198.18.133.226 admin C1sco12345

Note: The lab pod is not configured and sized according to SRND production requirements. It was created using VM clones
of a master pod with the goal of hosting multiple identical pods. These labs are for instructional purposes only; please do not
consider the deployment model and allocated hardware resources as a reference for a production system.
Agent and User Information
Lab 1: Introduction to ECE

Objectives:
• Understand the two administration methods for ECE.
• Know where trace levels should be set in each administration method.
• Identify the log file which corresponds to the component of interest.
• Locate and open the log file on the ECE server.
• Create and configure an agent for skills to handle email and chat.
• Familiarize self the basics of ECE troubleshooting

Part 1: ECE Administration Consoles

For this portion, you will need to RDP into WKST1 using the ‘Remote Desktop’ option as seen below.
Option 1: Logging into the ECE Admin console using SPOG:

a. Open the Google Chrome browser.

b. Navigate to CCE Web Administration (https://ccedata.dcloud.cisco.com/cceadmin).
c. Login with:
Username: [email protected]
Password: C1sco12345

d. Click on the Email and Chat gadget.

 e. Click on the drop-down next to the green Chat and Email and select Partition. This is the partition selection drop-
down.

f. Notice the integrated administration interface

Option 2: Using the ECE Administration Console.

a. Open any browser. IMPORTANT: Do not use Internet Explorer!!

System Administrator login

b. In the URL, type https://cceeceweb.dcloud.cisco.com/system.

c. In the pop-up, login with the System Administrator credentials:
Username: sa
Password: C1sco12345
d. Familiarize yourself with the new layout

e. Click the Sign Out option at the top of the page at the right.

Partition Administrator login

f. In the original browser, type https://cceeceweb.dcloud.cisco.com/system.

g. In the pop-up, login with Partition Administrator
Username: pa
Password: C1sco12345

h. Familiarize yourself with the new layout

Part 2: Locating and Setting Trace Levels
1. Log into the ECE Admin console as ‘System Administrator’ either via SPOG or directly using the ECE Admin
(https://cceeceweb.dcloud.cisco.com/system)
• Username: pa
• Password: C1sco12345

a. Select 'Partition' from the partition drop-down

b. Click on the ‘System Resources’ link at the top right

c. Locate the ‘ECE:EAAS-process‘ and click on it.

d. Notice the greyed-out Log File Name. Make a mental note of this, we will be using these to identify log files later.
 e. In the 'Maximum Trace Level' field, select 4 – Info then click Save

f. Repeat steps for the ECE:EAMS-process.

Part 3: Locating and opening process log files.

1. Start the mRemoteNG application and RDP into the ECE server.

2. Launch the Windows File Explorer.

3. Navigate to C:\Cisco.

4. Note the directories here. In 12.6, on a collocated install, you will need to open eService_RT.

5. Navigate now to C:\Cisco\eService_RT\logs and note the log files which are present.

6. Find the following process logs. Use the information we gathered previously to identify the log file name.
• dx-process
• EAAS-process
• EAMS-process
• rx-process
7. Open each log file, but don’t worry about any specific messages.
Part 4: Creating an agent for Email and Chat
1. Log into SPOG (https://ccedata.dcloud.cisco.com/cceadmin/)
• Username: [email protected]
• Password: C1sco12345

On the Overview tab, find the User Setup gadget and click on Agents

2. Click on New to create a new agent

Under the ‘General’ tab, configure the agent using values below:
• Username: andwilki
• First Name: Andrew
• Last Name: Wilkinson
• Team: CumulusMain
• Password: cisco123

b. Check the ‘Login Enabled‘ and ‘Support Email & Chat’

c. Under the ‘Attributes’ tab, select the 2 attributes mentioned below and set the valur to 8:
• CumulusChat - Value 8
• CumulusEmail - Value 8
d. Next, under the ‘Enable Email & Chat’ tab:
• Enter Screen Name as Andrew Wilkinson

e. Click on ‘Save’ and this now completes the Agent config

3. Verify the user creation on ECE Admin console:

a. Log into the ECE Admin console as a partition admin (https://cceeceweb.dcloud.cisco.com/system/)

• Username: pa
• Password: C1sco12345

b. Navigate to User >> Users >> and you should see the newly created user
• Once you log into ECE Email and Chat gadget in the later steps, the status should reflect 'Logged In'
Part 5: Logging into the ECE Gadget on Finesse.
1. On the browser, open tab on the browser,
Navigate to Finesse (https://finesse1.dcloud.cisco.com/desktop) and login with
• Username: andwilki
• Password: cisco123
• Extension: 1082

2. Click on the 'Chat and Email' tab and log into the ECE Gadget with
• Username: andwilki
• Password: cisco123
3. Once the login is successful, go ready for Chat and Email
Part 6: Initiating a test Chat
1. On the browser, log into the ECE Admin console as a partition admin (https://cceeceweb.dcloud.cisco.com/system/)
• Username: pa
• Password: C1sco12345

2. Under the 'Apps' tab, navigate to Chat & Messaging >> Entry Points >> click on 'Chat Entry Point - Integrated'
3. Click on 'Entry Point URL' to the bottom of the screen

4. In the pop window, select:

• Template: Aria (Docked)
• Language: English
• And copy the URL using the 'Copy URL' button.

Docked chat:
• Docked chat allows website visitor to interact with customer service without creating additional browser windows.
• The docked chat frame always floats on top of the browser window, which lets the visitor continue to communicate
with the agent without having to move between windows.

Undocked chat:
• Undocked chat links open the chat customer console in a separate window.
5. Now open a new tab on the browser and paste the Entry Point URL copied from the previous step.
• Fill out the chat form and click on 'Start Chat'

6. Go back to the Finesse desktop tab, and if the agent is in the Ready state for Chat, the incoming chat should be visible in
the 'Chat' tab of the ECE Gadget.
• Click on the Chat and note down the 'Activity Id'
• You can choose to respond back to this chat session

7. Click on 'Complete' to finish and end the chat session.

Part 7: Initiating a test email
1. On the browser open a new new tab and a static "dCloud: The Cisco Demon Cloud" web page will load
• Navigate to 'Demo Links' >> 'Demo WebSite'

2. Click on the 'Talk to an Expert' button

3. Click on the 'Email an Expert' option

4. Fill out the form and click on 'Send'

7. Go back to the Finesse desktop tab, and if the agent is in the Ready state for Email, the incoming email should be visible
in the 'Email' tab of the ECE Gadget.
• Click on the email and note down the 'Activity Id'
• You can choose to respond back to this email.

8. Click on 'Send & Complete' to finish and end the email session.

Part 8: Searching for activity via ECE gadget

a. Inside the ECE Gadget on Finesse, click on the 'Search' icon and select 'Activity' in the 'Search For' parameter.

b. Enter the Activity Id in the Value field for the 'Activity ID' attribute and then click on 'Start Search'
• To view the audit trail for this activity, click on the 'Activity ID' in the 'Results' tab
c. Scroll down and click on the 'Audit' option
• This now displays the audit trail for this specific activity.
Part 9: Searching for activity via SQL
Open the mRemoteNG application on the desktop and RDP into ECE.
1. Launch the SQL Server Management Studio v18.9.1.
2. Log in with the pre-saved entries
3. Run queries against the eGActiveDB.

Find activity status

++ Displays the activity status and substatus for a specific activity.

SELECT activity_status, activity_sub_status
FROM egpl_casemgmt_activity (NOLOCK)
WHERE activity_id = <Activity ID>

++ Displays all of the fields for a specific activity.

SELECT * FROM egpl_casemgmt_activity (NOLOCK)
WHERE activity_id = <Activity ID>

Note the ACTIVITY_TYPE in the outputs for your Chat and Email activities:
• Chat Activities will have the ACTIVITY_TYPE set to 1
• Email Activities will have the ACTIVITY_TYPE set to 2000
Chat – Activity_Type: 1

Email Activity_Type: 2000

Appendix A. Database Field Descriptions

ACTIVITY_TYPE and ACTIVITY_SUB_TYPE:

ACTIVITY_STATUS and ACTIVITY_SUB_STATUS:
eGActiveDB database
• egpl_user - ECE Users and IDs
• egpl_casemgmt_activity - Current status of Activities
• egpl_routing_queue - ECE Queues, can be used in order to read logs and to locate Activities
• egpl_casemgmt_case - Current status of Cases
• egpl_event_history_case_mgmt - History of events for an Activity
• egpl_event_history_user - History of User Events
• egpl_workflow - ECE Workflows and IDs, can be used in order to read logs

• egicm_queue - Mapping of ECE Queues to UCCE Scripts

• egicm_user - Mapping of ECE UsersIDs to UCCE SkillTargetIDs

• egml_email - Email Metadata and Activity

• egml_email_address - Email Address list
• egml_email_data - Email Content (native)
• egml_email_data_alt - Email Content (text)
• egml_email_attachment - Email Attachments
• egml_email_undeliverable - Email undeliverable types

• eglv_entry_point - Chat Entrypoint

• eglv_session - Chat Metadata
• eglv_session_content - Chat Content

eGMasterDB database
• egpl_dsm_host - List of System Hosts
• egpl_dsm_host_monitor - Status of System Hosts
• egpl_dsm_process - List of System Processes
• egpl_dsm_process_monitor - Status of System Processes
• egpl_dsm_instance - List of System Instances
• egpl_dsm_instance_monitor - Status of System Instances
• egpl_release_info - List of Installed version (Base and ES)