Contents

Files in the Logs share

CIC logs are stored in the \Logs share on the server as zip files. The physical path is \i3\IC\Logs, unless the location of the default log folder was changed. The table below lists the names of major subsystem and application logs on a CIC server.

Log File Name	Description
AccServer.ininlog	AccServer \I3\IC\Server\AccServerU.exe This subsystem keeps track of accumulators running in CIC. Accumulators are similar to system registers. They count events as they occur in the CIC's Interaction Processor. Instances of these events are stored in variables and are accessible in report logs or other handlers using the Accumulator tools in Interaction Designer.
ACDServer.ininlog	AcdServer \I3\IC\Server\AcdServerU.exe This subsystem allows users and supervisors to define specific circumstances (e.g., average hold time > 10 minutes) under which they are to be alerted and the means by which the alert is to occur (e.g., e-mail, pager, phone call, etc.).
AdminServer.ininlog	AdminServer \I3\IC\Server\AdminServerU.exe Admin Services retrieves security and profile information from Directory Services.
AlertServer.ininlog	AlertServer \I3\IC\Server\AlertServerU.exe Alert Server allows users and supervisors to define specific circumstances — such as average hold time > 10 minutes — under which they are to be alerted. Alert Server also enables users and supervisors to set the alert method occur such as e-mail, pager, phone call, and so on.
BridgeHost.ininlog	BridgeHost \I3\IC\Server\BridgeHostU.exe The IP Bridge Host is the connector between the thin clients and the Session Manager. It translates network protocols, socket-level security checking, and other tasks during a thin client-to-Session Manager exchange.
CallLog.ininlog	Record of interactions passing through CIC.
ClientServices.ininlog	Client Services \I3\IC\Server\ClientServicesU.exe Client Services keeps track of logged-in users, their status, and their rights based on security configurations. Without Client Services there would not be a client interface, such as the CIC clients.
ClusterConnector.ininlog	ClusterConnector \I3\IC\Server\ClusterConnectorU.exe ClusterConnector is a clustering component.
CompressorManger.ininlog	Compressor Manager \I3\IC\Server\CompressorManagerU.exe Compression Manager reduces the size of audio recordings (such as voice mail messages) using TrueSpeech and other compression algorithms.
DataManager.ininlog	DataManager \I3\IC\Server\DataManagerU.exe Data Manager is the CIC subsystem that services RWP lookup requests, as well as contact directory requests. Data Manager keeps track of data sources used to display Contact Directory and Speed Dial notebook pages in the CIC clients.
DSServer.ininlog	Directory Services \I3\IC\Server\DSServerU.exe Directory Services provides the interface to the proprietary data store (configuration repository) that CIC uses to store system configuration information.
DSsink.ininlog	DSSink \I3\IC\Server\DSSinkU.exe DSSink is an CIC clustering component.
EMS Server.ininlog	EMS Server \I3\IC\Server\EMSU.exe This server manages Multi-Site functions using on an CIC peer site.
FaxServer.ininlog	FaxServer \I3\IC\Server\FaxServerU.exe Fax Services is the CIC subsystem that sends and receives faxes.
HostServer.ininlog	HostServer \I3\IC\Server\HostServerU.exe Host Services allow CIC to communicate with mainframes and IBM AS/400 systems using the 3270 and 5250 terminal emulation protocols.
Interaction Administrator.ininlog	Application log for Interaction Administrator.
Interaction Designer.ininlog	Application log for Interaction Designer.
IP.ininlog	IP \I3\IC\Server\IPU.exe Interaction Processor (IP) is the CIC subsystem that processes low-level subsystem events in order to implement higher-level business logic. For example, Interaction Processor starts an instance of a handler in response to an event. Interaction Processor tells the system how to behave based upon any events that occur. An incoming call is just one example of an event that CIC recognizes. Programs called handlers respond to unique events and specify how the system will behave. When the Interaction Processor recognizes an event that it needs to act upon, it turns to the list of handlers to determine which one should respond to that event. It then runs an instance of that handler and any subroutine handlers that are necessary. Multiple instances of handlers can run at the same time, as those multiple events occur. Once the handler has completed its routine, it deletes itself from the system.
IPDBServer.innlog	IPDBServer \I3\IC\Server\IPDBServerU.exe IPDB Server connects Interaction Processor to a specified database when Database tools are used.
IPServer.ininlog	IpServer \I3\IC\Server\IpServerU.exe IP Server manages helper tasks for Interaction Processor and Report Logging. It logs line activity, and manages part of the Message waiting light processing.
Mail Account Monitor.ininlog	Mail Account Monitor \I3\IC\Server\MailAcctMonU.exe Mail Account Monitor is responsible for syncing external user attributes from Mail accounts or LDAP to Directory Services.
Notifier.ininlog	Notifier \I3\IC\Server\NotifierU.exe The heart of the Interaction Center is the Notifier, which is an internal message-switching hub for event messages. Notifier is a communications hub that communicates with each individual CIC subsystem. Notifier provides three essential services: request/response processing, publish/subscribe event processing and authentication. Notifier makes it possible for components of CIC to be installed on a single server, or on multiple servers. Notifier enhances scalability of CIC by allowing individual components to reside on dedicated hardware when exceptional processing power is required. Notifier directs events and messages throughout the rest of the system. It listens for events generated by other modules and notifies other interested modules that the event has occurred. Notifier makes use of the TCP/IP protocol to communicate with the rest of the Interaction Center Platform. Connections between Notifier and other components can be encrypted for maximum security. Notifier passes information between subsystems in real-time. Notifier reduces overall network traffic by sending event notifications only to components that have subscribed to receive them. This allows applications using the Interaction Center Platform to handle much larger numbers of users and interactions.
Optimizer Server.ininlog	Optimizer Server \I3\IC\Server\OptimizerSvrU.exe
OutOfProcCustomDLL.ininlog	OutOfProcCustomDLL \I3\IC\Server\OutOfProcCustomDllU.exe OutOfProc server is a service that executes DLLs for Interaction Processor without risking the integrity of the IP process. Its size will be a function of any custom activities that might be added by the customer or VAR via these customization interfaces.
PostOfficeServer.ininlog	Post Office \I3\IC\Server\PostOfficeServerU.exe Post Office Server (POS) is the CIC subsystem that provides platform independent access to Email services such as message store access and message delivery. POS also provides support for Email routing, and will initiate a Reverse White Pages lookup request before queuing an incoming email interaction.
ProvisionServer.ininlog	Provision Server \I3\IC\Server\ProvisionServerU.exe
RecoSubsystem.ininlog	Reco Subsystem \I3\IC\Server\RecoSubsystemU.exe Speech recognition services recognize spoken commands and phrases for applications such as speech-enabled IVR (Interactive Voice Response).
Recorder Server.ininlog	Recorder Server \I3\IC\Server\IRServerU.exe Interaction Recorder is an application for managing phone calls, Emails, Faxes, screen recordings, and Web chats recorded within the CIC platform. Interaction Recorder identifies interactions to record and manages the compression, archiving, and storing of the attributes for each type of media recording. Using Interaction Recorder, you can quickly sort and manage large numbers of recordings. Interaction Recorder also includes features for scoring agent interactions and quality monitoring.
RemocoServer.ininlog	Application log for Remoco (CIC Console) which manages CIC subsystems when CIC is started as an application, rather than as a service. CIC normally starts as a service, but technical support may ask for startup in application mode to aid in problem determination.
SessionManager.ininlog	Session Manager \I3\IC\Server\SessionManagerU.exe The subsystem that keeps track of each user's client status, and other details. Session Manager is a server-side process that enables customers to deploy large numbers of concurrent "thin" CIC clients and enables those clients to gracefully handle low-bandwidth, intermittent connectivity and intelligent caching. The Session Manager server subsystem holds user login data and performs all CIC-related tasks on behalf of thin clients. For example, when a thin client wants to disconnect a call, the request is sent to the Session Manager, and the Session Manager performs the command.
SMSServer.ininlog	SMSServer \I3\IC\Server\SMSServerU.exe The CIC subsystem that allows SMS messages to be sent or received. SMS stands for Simple Message Services.
statserveragent.ininlog	StatServer subsystem component that handles agent-related statistics. \I3\IC\Server\StatServerAgent[U\|UD].exe This subsystem tracks statistical information for real-time views and historical reporting.
statserverworkgroup.ininlog	StatServer subsystem component that handles workgroup-related statistics. \I3\IC\Server\StatServerWorkgroup[U\|UD].exe This subsystem tracks statistical information for real-time views and historical reporting.
SupervisorA.ininlog	Application log for Interaction Supervisor.
Switchover.ininlog	SwitchoverService \I3\IC\Server\SwitchoverU.exe This is CIC's automated switchover system. If an CIC server ever fails, in less than 30 seconds the server can switch control to another mirror image CIC server with minimal phone disruption. In addition, the switchover scheme allows administrators to manually switch the "active" CIC server with no phone disruption.
Tracker Server.ininlog	Tracker Server \I3\IC\Server\TrackerSvrU.exe Interaction Tracker is composed of two server-side subsystems: Tracker Server and Tracker Tran Server (also called Transaction Server). Tracker Server listens for specific events from Queue Manager and inserts and updates interaction records.
TransactionServer.ininlog	Transaction Server \I3\IC\Server\TranServerU.exe Transaction Server processes insert and update requests from other CIC subsystems, sending those transaction requests to the CIC database server. Transaction Server also inserts, updates, and queries requests from Interaction Tracker Clients. This subsystem was previously called Tracker Tran Server.
TsServer.ininlog	TsServer \I3\IC\Server\TsServerU.exe Telephony Services is the CIC subsystem that works with telephony hardware to perform telephony operations, such as phone dialing. The Telephony Services component allows the Interaction Center Platform to detect telephony events (e.g., incoming calls, DTMF digits, call disconnects, etc.) and to perform operations on telephone calls (e.g., transfer them, conference them together, record them, play audio to them, etc.). Telephony Services is the only CIC subsystem that interfaces directly with telephony hardware. Most CIC installations require telephony hardware. The telephony cards are installed in the CIC server and are connected to the Public Switched Telephone Network and all the phones in the company. This software layer provides a line of demarcation between the rest of Interaction Center and telephony hardware. All voice traffic coming from the Public Switched Network goes to the telephony hardware and it stays below that line. The Telephony Services software processes call data and then communicates to the telephony hardware the information necessary to direct the call to the correct party. Telephony Services integrates with analog, T1/E1, ISDN PRI, and IP-based telephone lines and works with international signaling standards such as EuroISDN, R2, Q.SIG, DPNSS, SS7, and so on. It answers incoming calls, places outgoing calls, reports call state information, performs call analysis, and detects answering machines. It captures DTMF digits, retrieves ANI, DNIS, CLID, and other call information, plays audio, and can record, transfer, and conference calls.
VoiceXML Host Server.ininlog	VXIHostServer \I3\IC\Server\VXIHostServerU.dll
WebProcessor.ininlog	WebProcessor \I3\IC\Server\WebProcessorU.exe Web Processor (WP) is the CIC subsystem that handles all incoming web interactions and internal intercom chats. It operates in conjunction with servlet process on a web server and acts as web interface into the CIC system. Web Services integrates with popular Web servers from vendors including Microsoft, Sun/iPlanet, IBM, Apache, and others to provide services such as Web collaboration, text chat, and Web call-back request processing.