Support page
This important web page included into both UCX on-prem and Cloud Suite’s Administration menu, allows administrators to access the details of installed UCX Suite release, including hardware resources, enabled licenses, SQL Server version, hard disk size and more.
From this web page, the admin can directly open a Tech Support case and provide all required data for troubleshooting.
When you hit Support from ADMIN menu, the following page appears:
As you notice, this page includes 5 sections, described in below paragraphs:
Support
This section includes a link to Imagicle online Knowledge Base (you are in it now) and it includes a button to open a support request. This button redirects to Imagicle Help Center web site, from which you can open a new case. Before doing so, please make sure you have an ongoing ImagicleCare maintenance plan subscription, otherwise you are not entitled to contact Imagicle Support.
When you open the case, please provide a detailed problem description and attach the Information Summary downloaded from this section.
Main Info
This section displays same UCX Suite summary data you can download from previous section. As you can see in below sample, it includes several details:
UCX Suite release
HA Cluster details (if enable)
Licenses status
Telemetry diagnostics data sent to Imagicle (if enabled)
Imported/configured users
Windows OS version
Installation path
CPU/HDD/RAM associated to the actual or virtual server
Database Server
This section displays all details related to MS SQL Server database in use by Imagicle UCX Suite. As you can see in below sample, it includes several SQL details:
SQL Instance name
SQL Server version and license type
Authentication: local user or Windows-based
DB name: by default “IAS”
SQL Server main files size and path
Used/unused DB space
Full-Text search indexing enabled or disabled: this is useful for Contact Manager’s directories fast search across thousands of contacts.
Database Maintenance: This tool allows to reallocate DB space within your SQL instance, to increase available space and query performances. It is highly recommended to periodically run this tool, preferably during off-peak hours. Imagicle Tech Support can instruct the tool to auto-run on a periodical base, if required. Please contact Imagicle for more details.
Telephony Information
This page is relevant to Cisco UCM integration only. It displays PBX End Users and phone devices counters retrieved by Imagicle Application User via AXL protocol.
Imagicle UCX Suite continuously polls Cisco UCM to retrieve users and devices, so if you periodically refresh this section, you can monitor in real-time the amount of retrieved users/devices.
The detailed list of all retrieved Cisco Phone Devices is accessible by clicking on (details) button:
This list shows the proper correlation between CUCM (PBX) username and Imagicle local user, together with http reachability (TEST button) and AXL/TAPI detection.
A Maintenance Tasks section allows to manually clean-up above phone devices list and restart devices collection from scratch.
Logs
If you are encountering any type of issues related to Imagicle UCX Suite applications and services, you can enable diagnostic logs from this section:
Log settings: Please be aware that UCX Suite is always creating logs about own apps. If you wish to report a problem to tech Support, please enable verbose logs by checking the flag. If you need to observe UCX Suite behavior for a certain number of days, you can select relevant logs retention. Hits Save to start collecting verbose logs and then try to replicate the encountered issue.
Download logs: If you manage to replicate the problem, you can download logs by selecting the application under investigation, together with the date when problem occurred.
When you open the Tech Support case, please attach “Information Summary” + collected logs ZIP file. Moreover, please provide a problem description including, if possible, the exact time of problem occurrence.