Altitude uCI Server

Log, trace, and dump files of the Altitude uCI Server.

Log files

The log files of the Altitude uCI Server are the following:

easy.log: The main log file of Altitude uCI Server.
easy_reject.log: Logs the failed SQL statements from the Altitude uCI Server when the Altitude uCI Server registers contact data.
Link log files: Logs the connection between a component and the Altitude uCI Server. For example, between Agent Portal and the Altitude uCI Server. The processes that generate link log files are the following:
- dserver
- pbx
- router
- sam
- tman

Trace files

The trace files of the Altitude uCI Server are trace files that you can configure for each of the Altitude uCI Server processes. Use Management Portal to enable the trace files, set the trace debug level, and define if the Altitude uCI Server keeps the trace files when an error occurs.

Naming of the trace files

The structure of the name of the trace files of the Altitude uCI Server is the following:

easy_tty.<process>.<db>.<easy_init_pid>.<boot_count>.<process_pid>.<thread_name>.<thread_id>.<trace_part>.ttz

process: Name of the Altitude uCI Server process. For example, am.
db: Optional. Type of the database connection. For example, odbc.
easy_init_pid: PID of the easy_init process of the Altitude uCI Server. For example, 10104.
boot_count: Number of times the Altitude uCI Server started without stopping the Windows service of the Altitude uCI Server. For example, 2.
process_pid: PID of the process. For example, 10752.
thread_name: Optional. Name of the process thread. For example, alarm_thread.
thread_id: Identifier of the thread of the process. For example, 10976.
trace_part: Optional. Number of the part of the trace file. The Altitude uCI Server splits trace files when the trace files reach the maximum number of lines, and starts a new file, incrementing the trace_part attribute. For example, 7.

For example, the following filenames contain the trace file for the process am, database type odbc, PID of easy_init 10104, boot count of 2, process PID 10752, thread name alarm_thread, thread id 10976, split into 7 files:

easy_tty.am.odbc.10104.2.10752.alarm_thread.10976.1.ttz

easy_tty.am.odbc.10104.2.10752.alarm_thread.10976.2.ttz

easy_tty.am.odbc.10104.2.10752.alarm_thread.10976.3.ttz

easy_tty.am.odbc.10104.2.10752.alarm_thread.10976.4.ttz

easy_tty.am.odbc.10104.2.10752.alarm_thread.10976.5.ttz

easy_tty.am.odbc.10104.2.10752.alarm_thread.10976.6.ttz

easy_tty.am.odbc.10104.2.10752.alarm_thread.10976.7.ttz

Performance issues and trace files

When configured incorrectly, trace files can cause performance issues on the Altitude uCI Server and cause the Altitude uCI Server to stop. Use the following guidelines to set trace files:

Use only local folders: Do not use network shared folders for the logs repository.
Configure user permissions on the logs folder: If you change the path to the logs folder of the Altitude uCI Server, you must ensure that the user configured to start Altitude uCI Server has permissions to write in the new logs folder.
Disable antivirus software on the logs folder: Configure your antivirus software to not scan the folder where the Altitude uCI Server writes the logs and traces.
Disable all trace files on the first boot: On the first installation of the Altitude uCI Server, all trace files are enabled by default. Disable all trace files if there are no problems with the installation of the Altitude uCI Server.
Enable link log files: The default configuration for the Altitude uCI Server activates the link log files. The link log files are a starting point for analysis of issues, and should be active.
Start with a high trace debug level: If there are problems with a specific Altitude uCI Server process, enable the trace file of the process and set the trace debug level to High importance. Select a lower trace debug level to increase the amount of information the Altitude uCI Server process writes to the trace file.

Attention

Writing trace files can degrade the performance of the Altitude uCI Server. Do not activate trace files when the contact center has a heavy workload.

Dump files

The dump files of the Altitude uCI Server are files that you can configure in the Altitude uCI Server configuration file. By default, the configuration of the Altitude uCI Server dump files is to perform a full dump of the state of the process that crashed.

Performance issues and dump files

Use the following guidelines to configure dump files:

Use a small dump file: Using a full dump file can degrade the performance of the Altitude uCI Server when the Altitude uCI Server recovers from a crash. Configure the dump file to small in the Altitude uCI Server configuration file for the following scenarios:
- If the disk drive where the Altitude uCI Server writes log and trace files has a low disk space.
- If the Altitude uCI Server takes too long to recover from a crash.