STG Log Files
When requesting support for Softdial Telephony Gateway™ (STG) related issues, often the STG log files will be required in order to analyse system behaviour:
STG log files record the high level communication between:
- Softdial CallGem™ and STG (SDMP massages)
- STG and the telephony hardware / software (telephony specific)
- telephony hardware / software and the network (ISDN / SIP messaging)
File size and roll over
The communication between STG and the Telephony Hardware / Software can be verbose, especially with media control messaging for call recording, transfers, conferencing etc. The volume of logs generated will also increase with the number of agents. A typical STG log for a small to medium sized call center (~30 agents) may be several MB per min. By default, a new STG log file is generated with every 10MB of log data.
Log filenames (except the first one generated) include a part # after the timestamp, e.g.
- TelephonyGateway 2010-11-16 08-47-41
- TelephonyGateway 2010-11-16 09-18-22 (part 2)
- TelephonyGateway 2010-11-16 09-20-30 (part 3)
The part # is incremented with every new log created until the STG service is restarted.
If you are asked to forward the log files covering a specific period of time, always include the first part of the log too (i.e. the one without a part #) as this contains some essential initialisation detail that is not present in subsequent log files.
Log configuration settings
Configuration settings, including file location, are defined in the <logFile> section of the TelephonyGatewayDirect.exe.config file (which can be found in the Softdial/STG folder):
<logFile>
<!-- Settings for main log file: -->
<!-- Location could also be 'Absolute' to use 'Path' as a fully qualified path -->
<add key="Location" value="ApplicationFolder" />
<!-- add key="Path" value="Logs" /-->
<!-- log files are retained for 7 days (after which they are deleted)/-->
<add key="MaxDaysOld" value="7" />
<!-- log files can be configured to generate a new file at midnight /-->
<add key="BreakAtMidnight" value="true" />
<add key="BreakAtSize" value="10000000" />
</logFile>
Verbose logging
On rare occasions the detail provided by the standard log files may be insufficient to fully diagnose an issue. In this case the level of detail recorded in the logs may be increased by activating instrumented logs. This is done by modifying the system.diagnostics settings (in the same file) as shown here:
<system.diagnostics>
<switches>
<add name="Trace" value="3" />
<add name="Debug" value="3" />
<!-- Set to 1 to enable instrumented logging -->
<add name="Instrument" value="0" />
</switches>
</system.diagnostics>
For more information on logging in Softdial Contact Center™, see Log Files.