Troubleshooting Interaction Edge; Enable Diagnostic Captures; Gather Log And Trace Files - Interactive Intelligence Interaction Edge Installation And Configuration Manual

Troubleshooting Interaction Edge

Troubleshooting Interaction Edge
This section contains information and procedures related to possible problems with the Interaction Edge
appliance. It also explains tasks that Interactive Intelligence technical support personnel need to diagnose
potential problems with your Interaction Edge appliance. This section contains the following topics:
Enable diagnostic captures .................................................................................................................................. 53
Gather log and trace files .................................................................................................................................... 53
Initiate a factory default reset from Interaction Edge .............................................................................................. 54
What if Interaction Edge network configuration fails? .............................................................................................. 55
One-way audio after stopping and starting Interaction Media Server ........................................................................ 55
Assign static IP address for DIAG port through IPMI ............................................................................................... 55
A hosted software product fails to register with a remote Customer Interaction Center server ..................................... 57
Cannot connect to the IPMI on the Interaction Edge appliance ................................................................................. 57
Selecting Close button does not close web interface ............................................................................................... 57

Enable diagnostic captures

If you experience network problems with Interaction Edge, you can enable the logging of diagnostic data,
which you can then submit to Interactive Intelligence Support for analysis. This diagnostic data is recorded in
log files in the \FTP\Logs directory of the Interaction Edge appliance. You can download these log files
through an FTP connection with the Interaction Edge appliance.
You can enable diagnostic captures for the following areas:

General

Network Time Protocol (NTP)

Performance

Network packet captures
You enable most of these diagnostic capture areas through the Diagnostics section of the Settings-
Administration page of the Interaction Edge web interface.
For more information about these diagnostic capture features, see the "Diagnostics" topic of Interaction Edge
Help, which you access by selecting the Help icon in the upper right corner of the Interaction Edge web
interface.

Gather log and trace files

If issues develop that suggest a problem with Interaction Edge, Interactive Intelligence technical support
personnel will likely request log and trace files from both the suspected Interaction Edge appliance, Interaction
Gateway software, and any related Interactive Intelligence systems.
Interaction Edge and Interaction Gateway files:
The following files are located in the \Logs directory:

AdminLog.csv

CallLog.csv

IGateway.ininlog

SIPEngine-IG.ininlog
The following files are located in date-specific directories under the \Logs directory:

D-Channel trace log files
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