Console Logs - Agent Experience
This article explains how to capture Browser console logs from the Agent Experience.
To capture logs from the Desktop 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.
Chrome Browser
Contact Center Pro is only supported in the latest version of the Chrome browser. These instructions are therefore specific to Chrome.
If your agents are not running Chrome, you will need to download and install Chrome.
Capturing the Console Logs
You will need to be using the Agent Experience (as opposed to the Desktop Experience) from the Contact Center Pro webpage.
Make sure the Agent Experience is open and in focus (click on it to make sure), and then press "F12" on your keyboard.
Note: On some laptops this may be Function (FN) + F12.
You will then see the console popup window.
Click on the "Console" tab.
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
ou 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.