Call Manager Traces Configuration

Posted: January 10, 2013 in CUCM
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This Procedure apply to Cisco Call Manager 5.x – 9.x and it uses the CUCM serviceability page to enable traces and RTMT (Real  Time Monitoring Tool) to retrieve the traces from the server.


In Oder to setup traces follow these steps

  1. Login to the CUCM server using Administrator password
  1. Login to Cisco UCM Navigation bar on top right corner and select Cisco Unified Serviceability and click Go.


  1. On serviceability page, choose Trace > Configuration


  1. On the Trace Configuration page, choose the server and the service for which you want to enable traces. In this example, we chose the Cisco Call Manager Service on the Publisher. There is additional option called service Group, choose CM service and select further Call Manager (Active).When the options for the chosen service appear, click the check box Trace On. Ensure that you enable the Detailed trace level because this provides the maximum amount of data to deep analyze. When the options are set properly, scroll to the bottom of the screen and click the Save button.


  1. Optional – if you SDL traces for the Call Manager, CTI Manager, or other services then follow these steps to enable SDL/SDI traces as shown below


  1. Follow the same steps that you used for Call Manager traces to enable SDL traces as shown below.


  1. After configure and step up traces reproduce the problem to collect the logs file from Publisher or Subscriber.
  2. Now login to RTMT tool that you download from Cisco Call Manager Administration page
  3. Choose Application > Plugins from the menu and down load RTMT tool for windows version.
  4. When download finishes, Install RTMT tool in your windows Machine and login with administrator login.



  1. Select Default and click ok


  1. Under system > tools > Traces > select Traces & Log Central


  1. Double-click on collect files


  1. Select the services and servers from which you want to collect the traces files and click next.


  1. Select further services if you want to collect the specific trace for specific feature but you can leave this part and click next


  1. A window pops up that requests the time and date range from which to collect the traces. Try to be as specific as you can here and use either absolute or relative time ranges as shown. The tool also allows you to specify the location on your local computer to which to store the files. You can change the location if you click the Browse button. When you send files to TAC, it is also generally a good idea to choose the Zip Files option to reduce the number of files that needs to be sent. After you set the options, choose Finish.


  1. Now RTMT Tool will save the files to your local window system.


General Guidelines for Log files.

  1. Locate CUCM log folder in your locap PC
  2. Look for SDL zip (if you collect the zip file from CUCM) you will under this folder more zip files.
    Note: If you reproduce a problem, make sure to select the file for the time frame when you reproduced it. Look at the modification date and the time stamps in the file. The best way to collect the right traces is to reproduce a problem, quickly locate the most recent file, and copy it from Cisco Call Manager.
    Files are overwritten after some period of time. In order to find the current file that is logged, click View > Refresh on the menu bar and look at the dates and times on the files. You can view and configure the location, size, and lifespan of the trace files, as shown in the preceding diagram.
    Traces can be CPU intensive for the Cisco Call Manager server. It is a good practice to turn off traces after you have collected them. Follow the same procedure used to enable the traces, but un check the “Trace On” settings and save.
    1. Know where your devices are registered.
      Each Cisco Call Manager log traces files locally. If a phone or gateway is registered to a particular Call Manager, then the call is processed on that Call Manager if the call is initiated there. You must capture traces on that Cisco Call Manager in order to debug a problem. A common mistake is to have devices register on a Subscriber, but capture traces on the Publisher. These trace files are nearly empty (and most definitely do not have the call in them). Another common problem is to have Device 1 registered to Cisco Call Manager 1 and Device 2 registered to Cisco Call Manager 2. If Device 1 calls Device 2, the call trace is in Cisco Call Manager 1; if Device 2 calls Device 1, the trace is in Cisco Call Manager 2. If you troubleshoot a two-way calling issue, you need both traces from both Cisco Call Managers in order to get the full picture.
    1. Include DNs (phone numbers) or IP addresses (if gateways) for all devices involved in the problem.
      This enables the Technical Support engineer to quickly locate the phones and other devices involved in the problem calls.
    1. Know the approximate time of the problem in the traces.
      Multiple calls are probably made, so it helps to know the approximate time of the call that Cisco Technical Support needs to focus on.



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