Log files summarize the behavior of the system. Logs record all messages and exceptions generated by Call Recording components and related applications. All log files use the standard Apache service “log4j” for standardized text only outputs.
Viewing Logs
Logs are located in the following directory:
/var/log/callrec
The logs are automatically created while Call Recording is running, and log files are rotated each day. The system saves log files for 30 days, and then they are deleted.
To access log files from the Call Recording web interface:
- Log in as
admin. - Navigate to Settings > Logs.
- Open individual log pages, copy them to the clipboard, or export them for further analysis.

To browse through log files:
- Click the number icons to open log pages.
- Use the Copy to clipboard command to copy the current page to the clipboard.
Important Log Files
There are many log and report files generated by Call Recording, but most important are the following six files:
audit.log: Logs all actions taken during the recording of a call. Also contains information about the codec used for a call.core.log: Contains information about the core module. Check for errors and exceptions, if an error occurred during recording it should be logged here.rts_jtapi.log: Contains information about JTAPI connectivity to Cisco CallManager. During Call Recording start-up all observed phones are reported here. If there is trouble connecting to the CallManager, check for correct login and JTAPI library version, all this information is reported during module start up.ds.log: Logs the activity of the Decoder Server. If there is any issue with the call processing (decoding) it is reported here.webadmin.log: Logs the activity of the Web Administration user interface.webadmin-audit.log: Records all user actions performed through the web user interface and logs them here. Contains information about which users performed which action.
Sending Logs to Support
Log files are particularly helpful for diagnosing problems with the system.
Either:
Send the log files to Genesys Tech Support.
Or:
Send the logs directly using the bugreport script. SMTP must be enabled and have internet access.
Sending the Logs as an Email Attachment
To send the logs as an email attachment:
- Log in as ‘admin’ then type
su – root. Tar the /var/log folder and enter the following command:
tar -pczvf /home/admin/log.tar.gz /var/log/callrec/*
- Connect to Call Recording server by WinSCP.
- Copy the
log.tarfile from/home/admin/folder to the computer. - Send the
log.tarfile as an email attachment to Genesys Tech Support.
Sending the Logs with the bugreport Script :
To send the logs with the bugreport script :
- Log in with administrator privileges, then type
su – root. Enter the following command:
/opt/callrec/bin/bugreport
DEBUG Mode
All Call Recording components use log4j to create logs. This standard Apache service creates comprehensive logs at runtime without modifying the application binary. In most cases there is no need to change logger settings or working mode.
To provide additiondebug change from log4j to debug mode.
Every component has its own configuration file for logging. These configuration log files are located in /etc/callrec/.
Switching Between log4j and Debug Modes
To switch between log4j and debug logging modes increase the logging activity level:
Locate the configuration file that belongs to chosen component and open it.The first line sets the logging activity level:
log4j.rootLogger=INFO, file, onlyError
Levels of Logging Activity:
INFO: lowest log level, minimal loggingWARNING: second level, writes into log file the same information as INFO plus any warning messagesERROR: stores all text messages generated by the componentDEBUG: logs everything and stores all operations, exceptions
Replace
INFOwithWARNING,ERROR, orDEBUG.Save the file.
Restart the component to enable the higher logging activity level.
Logs advanced modifications
Call Recording displays logs on the Status page of the web interface. This enables changes in how much information is contained on a single log page, and which logs are available by editing the web interface configuration file.
The configuration file is located here:
/opt/callrec/etc/webadmin.xml
Changing the Log Page Size
To change the number of log records displayed on a single page, adjust the number of kilobytes in the value of the viewSizeLog item. The default is 8 kilobytes, about 8,000 characters.
Find the element with
viewSizeLog.<ItemLong name="viewSizeLog" value="8"/>
- Change the value.
- Save the changes.
Adding Logs to the User Interface
The element SpecifiedConfiguration name=”externalTools” identifies the logs to be displayed in the user interface.
- To remove a log from the user interface, delete the line with the log file, or comment the
ItemStringso it is ignored.
To add a log to the user interface:
- Open the web interface configuration file.
- Consult the list of log file names (below).
Add an
ItemStringto identify the new log filename and the .log extension.<ItemString name="log" value="/var/log/callrec/MODULE_NAME.log"/>
- Save the configuration file:
| Filename | Comment |
|---|---|
| Logged module or service |
| |
| Call Recording CallMonitor |
| Call Recording Core |
| Call Recording Decoder server |
| Global errors |
| Genesys integration |
| Instreamer integration |
| Move tool |
| Recorded calls initiation message |
| Naming service |
| Call Recording Prerecording |
| Repaircalls tool |
| Call Recording RMI |
| Ethernet adapter X (1, 2, 3...) |
| JTAPI adapter |
| SIP adapter |
| Skinny adapter |
| Synchronization tool |
| All other Tools |
| Call Recording Webadmin functionality |
| Call Recording Webadmin audit |
Log File Output Example
<SpecifiedConfiguration name="externalTools"> <ItemLong name="viewSizeLog" value="8" description="Page size in kB"/> <EqualGroup name="logs"> <ItemString name="log" value="/var/log/callrec/core.log"/> </EqualGroup> <EqualGroup name="logs"> <ItemString name="log" value="/var/log/callrec/audit.log"/> </EqualGroup> <EqualGroup name="logs"> <ItemString name="log" value="/var/log/callrec/rs_eth1.log"/> <ItemString name="log" value="/var/log/callrec/rs_eth2.log"/> <ItemString name="log" value="/var/log/callrec/rs_eth3.log"/> </EqualGroup> <EqualGroup name="logs"> <ItemString name="log" value="/var/log/callrec/rts_jtapi20.log"/> <ItemString name="log" value="/var/log/callrec/rts_jtapi.log"/> <ItemString name="log" value="/var/log/callrec/rts_skinny.log"/> <ItemString name="log" value="/var/log/callrec/rts_sip.log"/> </EqualGroup> <EqualGroup name="logs"> <ItemString name="log" value="/var/log/callrec/ds.log"/> </EqualGroup> </SpecifiedConfiguration>