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Troubleshooting

If issues develop that suggest a problem in CIC Integration with Siebel, technical support staff typically request log and trace files. The following sections describe ways to troubleshoot CIC Integration with Siebel problems.

Increasing log levels

To obtain more logging information, turn logging up to a higher level. Use the inintraceconfig.exe utility, which was included in the CIC Integration to Siebel installation.

Open Program Files, then open PureConnect, and select Trace Configuration Utility.

Select siebmtshmw.
Select the following sub-items: ININ.Integrations.Siebel and ININ.Integrations.Siebel.Impl. Set the levels to Notes or above. Depending on the issue, Customer Care personnel may also ask you to turn up the logging volume for IceLib.
Open the Tools menu and choose Set Trace Level. If a log location does not exist, select a location following the same format for Customer Interaction Center platform logging. A folder is created for each day of the week. Logs exist for up to seven days at any time.

Retrieving trace logs

Open Program Files, select PureConnect, and then select Log Viewer Utility.

Select the siebmtshmw.ininlog log, which is located in the Sink Configuration location that was specified in the TraceConfig.exe utility. Review the log for any warnings or error messages.
Contact your reseller or your Customer Care representative if you cannot find the log file, if there are no error messages, or if you cannot understand the error code and message. Send the following information:

All siebmtshmw.ininlog files for the day
Explanation of the problem
Time in which the problem occurred
Agent with which the error occurred
CallId of the call that corresponds to the problem, if applicable