# Genesys Quality Management Suite 8.1.520 : Viewing and Sending Call Recording Logs

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Log files summarize the behavior of the system. Logs record all messages and exceptions generated by Call Recording components and related applications. All log files use the standard Apache service “log4j” for standardized text only outputs.

## Viewing Logs

Logs are located in the following directory:

    /var/log/callrec

The logs are automatically created while Call Recording is running, and log files are rotated each day. The system saves log files for 30 days, and then they are deleted.

To access log files from the Call Recording web interface:

1. Log in as `admin`.
2. Navigate to Settings > Logs.
3. Open individual log pages, copy them to the clipboard, or export them for further analysis.

To browse through log files:

1. Click the number icons to open log pages.
2. Use the Copy to clipboard command to copy the current page to the clipboard.

## Important Log Files

There are many log and report files generated by Call Recording, but most important are the following six files:

- `audit.log`: Logs all actions taken during the recording of a call. Also contains information about the codec used for a call.
- `core.log`: Contains information about the core module. Check for errors and exceptions, if an error occurred during recording it should be logged here.
- `rts_jtapi.log`: Contains information about JTAPI connectivity to Cisco CallManager. During Call Recording start-up all observed phones are reported here. If there is trouble connecting to the CallManager, check for correct login and JTAPI library version, all this information is reported during module start up.
- `ds.log`: Logs the activity of the Decoder Server. If there is any issue with the call processing (decoding) it is reported here.
- `webadmin.log`: Logs the activity of the Web Administration user interface.
- `webadmin-audit.log`: Records all user actions performed through the web user interface and logs them here. Contains information about which users performed which action.

## Sending Logs to Support

Log files are particularly helpful for diagnosing problems with the system.

Either:

Send the log files to Genesys Tech Support.

Or:

Send the logs directly using the `bugreport` script. SMTP must be enabled and have internet access.

### Sending the Logs as an Email Attachment

To send the logs as an email attachment:

1. Log in as ‘admin’ then type `su – root`.

2. Tar the /var/log folder and enter the following command:

       tar -pczvf /home/admin/log.tar.gz /var/log/callrec/*

3. Connect to Call Recording server by WinSCP.
4. Copy the `log.tar` file from `/home/admin/` folder to the computer.
5. Send the `log.tar` file as an email attachment to Genesys Tech Support.

### Sending the Logs with the `bugreport` Script :

To send the logs with the `bugreport` script :

1. Log in with administrator privileges, then type `su – root`.

2. Enter the following command:

       /opt/callrec/bin/bugreport

## DEBUG Mode

All Call Recording components use log4j to create logs. This standard Apache service creates comprehensive logs at runtime without modifying the application binary. In most cases there is no need to change logger settings or working mode.

To provide additiondebug change from log4j to debug mode.

Every component has its own configuration file for logging. These configuration log files are located in `/etc/callrec/`.

### Switching Between log4j and Debug Modes

To switch between log4j and debug logging modes increase the logging activity level:

1. Locate the configuration file that belongs to chosen component and open it.The first line sets the logging activity level:

       log4j.rootLogger=INFO, file, onlyError

   Levels of Logging Activity:

   - `INFO`: lowest log level, minimal logging
   - `WARNING`: second level, writes into log file the same information as INFO plus any warning messages
   - `ERROR`: stores all text messages generated by the component
   - `DEBUG`: logs everything and stores all operations, exceptions

2. Replace `INFO` with `WARNING`, `ERROR`, or `DEBUG`.

3. Save the file.

4. Restart the component to enable the higher logging activity level.

## Logs advanced modifications

Call Recording displays logs on the Status page of the web interface. This enables changes in how much information is contained on a single log page, and which logs are available by editing the web interface configuration file.

The configuration file is located here:

    /opt/callrec/etc/webadmin.xml

### Changing the Log Page Size

To change the number of log records displayed on a single page, adjust the number of kilobytes in the value of the `viewSizeLog` item. The default is 8 kilobytes, about 8,000 characters.

1. Find the element with `viewSizeLog`.

        <ItemLong name="viewSizeLog" value="8"/>

2. Change the value.
3. Save the changes.

### Adding Logs to the User Interface

The element `SpecifiedConfiguration name=”externalTools”` identifies the logs to be displayed in the user interface.

- To remove a log from the user interface, delete the line with the log file, or comment the `ItemString` so it is ignored.

To add a log to the user interface:

1. Open the web interface configuration file.
2. Consult the list of log file names (below).

3. Add an `ItemString` to identify the new log filename and the .log extension.

       <ItemString name="log" value="/var/log/callrec/MODULE_NAME.log"/>

4. Save the configuration file:

Filename | Comment
--- | ---
`Log filename` | Logged module or service
`audit.log` | Call Recording modules audit
`callmonitor.log` | Call Recording CallMonitor
`core.log` | Call Recording Core
`ds.log` | Call Recording Decoder server
`error.log` | Global errors
`genesys.log` | Genesys integration
`instreamer.log` | Instreamer integration
`move.log` | Move tool
`msgs.log` | Recorded calls initiation message
`naming.log` | Naming service
`prerecording.log` | Call Recording Prerecording
`repair.log` | Repaircalls tool
`rmi.log` | Call Recording RMI
`rs_ethX.log` | Ethernet adapter X (1, 2, 3...)
`rts_jtapi.log` | JTAPI adapter
`rts_sip.log` | SIP adapter
`rts_skinny.log` | Skinny adapter
`synchro.log` | Synchronization tool
`tools.log` | All other Tools
`webadmin.log` | Call Recording Webadmin functionality
`webadmin-audit.log` | Call Recording Webadmin audit

### Log File Output Example

    <SpecifiedConfiguration name="externalTools">
     <ItemLong name="viewSizeLog" value="8" description="Page size in kB"/>
     <EqualGroup name="logs">
     <ItemString name="log" value="/var/log/callrec/core.log"/>
     </EqualGroup>
     <EqualGroup name="logs">
     <ItemString name="log" value="/var/log/callrec/audit.log"/>
     </EqualGroup>
     <EqualGroup name="logs">
     <ItemString name="log" value="/var/log/callrec/rs_eth1.log"/>
     <ItemString name="log" value="/var/log/callrec/rs_eth2.log"/>
     <ItemString name="log" value="/var/log/callrec/rs_eth3.log"/>
     </EqualGroup>
     <EqualGroup name="logs">
     <ItemString name="log" value="/var/log/callrec/rts_jtapi20.log"/>
     <ItemString name="log" value="/var/log/callrec/rts_jtapi.log"/>
     <ItemString name="log" value="/var/log/callrec/rts_skinny.log"/>
     <ItemString name="log" value="/var/log/callrec/rts_sip.log"/>
     </EqualGroup>
     <EqualGroup name="logs">
     <ItemString name="log" value="/var/log/callrec/ds.log"/>
     </EqualGroup>
     </SpecifiedConfiguration>