State of knowledge

June 2021

This article explains how you can create a so-called debug log for ProCall client and make it available for analysis. 

Logfiles can only be examined if reasonable anchor points are available. Therefore always provide the following additional information

    • When did a malfunction occur (timestamp with date and time, at least to the minute)?
    • Which internal extensions were involved?

    • Which external participants were involved?
    • Process of the workflow that led to an error

Procedure

ProCall client drop-down menu

  1. Click on the button Button or the small black arrow at the top right of the ProCall client window.

  2. Click on "About ProCall..." in the drop-down menu that appears.

  3. In the window that opens, click with the left mouse button on "Expert View >>". 

  4. Please set the debug level to "Debug (all)", press the button "Delete log files" and confirm with OK.

  5. Now restart the ProCall client once, so that any errors that occur during startup are also recorded in debug mode.

  6. After you have reproduced the problem or the incident to be reported has reoccurred, use the "Provide log files" button to create the log files as zip-folders on your desktop.

  7. Please attach the zip folder you created to your existing ticket or create a new ticket with all necessary information and attach the zip folder with it.

Solution without Client UI

If the Client UI or its settings are not available, please proceed as follows:

  • Open the Registry Editor in the context of the user whose session you want to log in and adjust the following setting.
    • Registry Key: HKEY_CURRENT_USER\Software\ESTOS\UCServer4\CtiMain\ClientLogLevel
    • Type: REG_DWORD
    • Value: 4 (Default = 2)
  • If the Registry Key does not exist yet, please add it.
  • The log files can be found in the directory C:\Users\<Username>\AppData\Local\estos\ProCall 5\logs (default). For ProCall 7 Enterprise, for example, in the directory: C:\Users\<username>\AppData\Local\estos\ProCall 7\logs

Retrieving ProCall Enterprise Client WebRTC statistics information

Increase the number of WebRTCTrace files