Troubleshooting Guide

1-3
Cisco Unified Contact Center Express Servicing and Troubleshooting Guide, Release 7.0(1)
Chapter 1 About Serviceability
Syslog Support
For more information about CiscoWorks, refer to the documentation available at this URL:
http://www.cisco.com/en/US/products/sw/cscowork/ps3996/tsd_products_support_series_home.html
Syslog Support
In addition to writing information to a trace file, the Cisco Unified CCX system sends standard event
logging messages to a Syslog server through the Alarm Service. These messages contain information
about the activities of the Cisco Unified CCX Engine and its subsystems. You can use any Syslog server
to analyze these messages.
For analyzing Syslog messages, the Cisco Unified CCX system integrates with CiscoWorks RME. The
RME Cisco Syslog Analyzer controls and displays all event messages so that they can easily be read,
interpreted, filtered, and used for system maintenance and troubleshooting. In the Syslog Analyzer, these
reports are available under WorkFlow Report. You can also adapt Syslog output from the Cisco Unified
CCX system for use with other network management systems that have standard Syslog receiving
capability.
For information about configuring a Syslog server, see Configuring the Alarm Service, page 3-3.
For more information about CiscoWorks, refer to the documentation available at this URL:
http://www.cisco.com/en/US/products/sw/cscowork/ps3996/tsd_products_support_series_home.html
Remote Serviceability
Many of the serviceability tools can be used by a Cisco Service Engineer (CSE) to assist you with the
management and administration of your Cisco Unified CCX system. These tools allow CSEs to remotely
gather system and debugging information if you require help with troubleshooting or system diagnostics.
With your permission, CSEs can log on to a Cisco Unified CCX server and obtain a desktop or shell that
allows them to perform any function that could be performed locally.
Tools that assist with remote serviceability include:
• CiscoWorks—Provides remote management capabilities for the Cisco Unified CCX system and
Cisco Unified CCX network. For more information, see
CiscoWorks Support, page 1-2.
• Microsoft Windows Performance Monitoring—Allows monitoring the performance counters of the
Cisco Unified CCX system from local or from remote systems. For more information, refer to the
Microsoft Windows documentation and the Cisco Unified CCX Hardware and Software
Compatibility Guide.
• Microsoft Windows Terminal Services—Provides remote systems with access to Windows-based
applications through terminal emulation. Windows Server Terminal Services are integrated with the
Windows operating system. For more information, refer to the Microsoft Windows documentation
and the Cisco Unified CCX Hardware and Software Compatibility Guide.
• Virtual Network Computing (VNC) is a desktop protocol to remotely control another computer. It
transmits the keyboard presses and mouse clicks from one computer to another, relaying the screen
updates back in the other direction, over a network.