Logging in the event viewer
The XPhone Connect Server logs internal processes as well as communication between the XPhone Connect Server and XPhone Connect Clients in the application protocol in the event viewer of the server’s operating system. This logging is activated automatically after installation; all events up to the log level “Information” are logged.
If problems occur in certain areas, the log level can be increased. In XPhone Connect Server under System settings > Logging > Modules, can be selected the corresponding module, e.g. System > License administration and set at Detailed debug messages for the respective category of Information. Windows EventLog should remain the log source.
To change logging centrally for all modules, highlight System settings > Logging > Modules and select Properties. Make sure that you set the correct log source.
Export files of the Windows Event Viewer can be sent as EVTX file to email@example.com with exact error description, as well as exact time information. Please archive the exported EVTX file as a ZIP archive.
Unified Messaging jobs, e.g. fax messages received, faxes sent, voicemails, etc. are not recorded in this log; please refer to “Central logging for Unified Messaging”.
Log: Communication with the PBX system (telephony only)
If problems occur during communication between XPhone Connect Server and the connected CTI gateway or SIP gateway (System settings > Telephony & Meetings > Telephony), logging must be activated. To do this, go to System settings > Logging > Telephony gateways. Select the affected gateway and set the log level to debug messages by specifying any directory on the XPhone Connect Server.
Logging should run until the problem occurs, or any misbehavior that occurs on the client should be reproduced after logging is enabled. If the problem has been reproduced, logging must be disabled by setting the log level of Debug Messages to Off.
Then send all generated log files to C4B (firstname.lastname@example.org) with exact operation description.
Central logging for Unified Messaging
Errors while sending faxes / text messages and receiving faxes / voicemails are written in the UM log files. Logging for UM is activated with the level Detailed debug notifications in Systemeinstellungen > Logging > UM Dienste > Logging.
Repeat the performance for troubleshooting, e.g. send a fax again. The log files can be opened directly and downloaded as archives in the XPhone Connect Server in Systemeinstellungen > UM > Dienste for the corresponding service by clicking on LOGGING.
If required, send the ZIP files to the C4B support team support@c4b. de with an exact description of the process. Log files which are more than five days old are automatically deleted.
The following log files are of relevance for the individual services:
If an employee listens to his voicemail messages via the end device by clicking the “Play” button in the voicemail form in XPhone Connect Client or Microsoft Outlook and is then automatically called, this is handled by the Voicemail player service. All other voicemail processes are written in the Voicemail log.
The Voicemail service is responsible when a voicemail is recorded for a user or the user checks his voicemail inbox by calling the voicemail number. Processes such as Transferring callers via a voicemail greeting and all Auto Attendant processes are recorded in this log. Messages left for users are passed on to the SMTP relay service and then passed on to the internal or external e-mail server’s inbox.
Receiving faxes (Fax2Mail)
Fax messages received are initially received by the Receiving faxes (Fax2Mail) service. Once the corresponding user has been found in XPhone Connect Server, the fax is relayed to the SMTP Sender service which sends the fax to the internal or external e-mail server’s inbox, e.g. Exchange, via the SMTP relay service. Please also note the log files for SMTP Sender and SMTP Relay.
Fax messages (Mail2Fax)
Fax messages sent by the XPhone Connect Client, Microsoft Outlook or other e-mail clients are initially processed by the Inbound SMTP service (smtpCmds), followed by the SMTP Receiver service which then passes them on to the Fax dispatch service (Mail2Fax). If no entries can be found on fax dispatch in the logs referred to above, the fax may be stuck in the e-mail server, e.g. Exchange. Check the e-mail server used.
Text message dispatch (Mail2SMS)
Text messages sent from XPhone Connect Client are initially processed by the Inbound SMTP service (smtpCmds), followed by the SMTP receiver (SMTP Receiver) which then passes them on to the Text message dispatch service (Mail2SMS). Check the log files referred to; if nothing is logged here, the text message is stuck in the e-mail server, e.g. Exchange. If necessary, check the e-mail server used.
SMTP dispatch (SMTP Sender)
Inbound fax messages or voicemails are relayed to this service by the Inbound fax service (Fax2Mail) or voicemail in order to supply them to the user via the SMTP relay service in the user’s inbox or on the internal or external e-mail server.
Fax printer (Fax2Print)
This service logs all incoming fax messages which are automatically printed on a printer.
SMTP receipt (SMTP Receiver)
This service receives faxes or text messages to be sent from the SMTP Inbound service (smtpCmds) in order to relay them to the Fax dispatch service (Mail2Fax) or the Text message dispatch service (Mail2SMS).
Internal e-mail server log:
This service logs queries of the XPhone Connect Client for new UM elements (faxes, voicemails, text messages) from the XPhone Connect Server. It also logs when a user wishes to listen to his voicemails by remote access in the internal e-mail server.
SMTP input (smtpCmds)
This service logs fax and text message dispatch by the XPhone Connect Client, or via Outlook or other e-mail clients. The receipt of fax messages and voicemails is also logged as well as the fax and text message delivery reports (DRs, NDRs).
SMTP relay service
If the SMTP input service (SmtpCmds) establishes that the incoming e-mail (fax, voicemail or text message) is not intended for a certain internal inbox, this element is relayed to the e-mail server installed under System settings > E-mail gateway. This communication between the internal e-mail server and the external e-mail server (e.g. Microsoft Exchange or Domino Server) is logged here.
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