Contact Center Pro Support

Console Logs - Desktop Experience

This article explains how to capture Browser console logs from the Desktop Experience.
To capture logs from the Agent Experience, see here.

Capturing console logs is sometimes necessary to get to the bottom of specific problems, such as silent calls or calls getting stuck in "Routing".
You will normally not need to do this unless asked to by the Support Team

These logs are for use only when the agent is using WebRTC (Browser Software Phone), and not PSTN or Voice-Over-IP phone.

Capturing the Console Logs

You will need to be using the Desktop Experience (as opposed to the Agent Experience) which is an application you install via the Contact Center Pro webpage.
Make sure the Desktop Experience is open and in focus (click on it to make sure), right click within it, and select "Inspect Element".

You will then see the console window appear within the Desktop Experience

Resize your Desktop Experience to give you enough room to see both sides...you can also drag the dividing line between the logs and the normal Desktop Experience display.
When it is wide enough, you should see a "Console" tab within the log window. Click this.

Make Test Calls

You should now make any test calls (inbound or outbound) required to reproduce the issue.

Save the Console Logs

When you have completed your test calls, right click anywhere within the log window and select "Save As"

Save this to your local computer, giving it a relevant name.

Send the Logs to Support

You will most likely have an open support ticket if you have been asked to capture console logs.

Simply reply to the ticket, attaching the resulting *.log file, and providing the details of any relevant instances of the problem we are investigating, eg SessionId, call details, etc.