Contacting Connect Support
You have three options for contacting Clarity Connect.
Phone
Call us at +1 855.983.6368 for immediate assistance.
If you have the Premier support option, you can also call after hours to reach the on-call engineer.
Send us an email at ccsupportdesk@perficient.com.
Your email will be converted into a ticket, which you can access through the web support portal later on.
Web Portal
Log into our support portal at https://prft-cconnect.zendesk.com.
You can submit and update tickets, search the knowledge base, or post on the forums.
If you don’t yet have login credentials, send us an email at the email address to the left and we’ll set you up.
Common Agent Issues
There are a few quick things you can check if an agent is experiencing the common issues below.
Connect Log Information
Clarity Connect logs are one of your best troubleshooting resources. Each log line indicates the severity level of the issues and log lines contain the common format of {date} {time in local time zone} {Log Level} {component} {message}.
The following log levels indicate an issue’s severity:
- [INFO] General information regarding service activity.
- [DEBUG] Debugging information that can come in handy for troubleshooting or general status information on service activity at a particular time.
- [WARN] A warning that serves as a message that service will still function, but there is a problem at this stage.
- [ERROR] An error that will cause the service to cease normal operations.
- [FATAL] An exception was thrown in the source code, a very severe error.
Clarity Connect Support engineers often ask for certain log files when investigating issues. Use this section to obtain log files for troubleshooting.
Service Logs
Service logs consist of Portal, Metrics, and AgentFinder logs.
To obtain Portal logs, navigate to {InstallPath}\Service\Portal\DebugLogs on each application server that has this component installed and provide a Clarity Connect engineer with the log files for the requested dates.
To obtain Metrics logs, navigate to {InstallPath}\Service\Metrics\DebugLogs on each application server that has this component installed and provide a Clarity Connect engineer with the log files for the requested dates.
To obtain AgentFinder logs, navigate to {InstallPath}\Service\AgentFinder\Logs-Debug on each application server that has this component installed and provide a Clarity Connect engineer with the log files for the requested dates.
Web Services Logs
Web Services logs consist of AgentConsoleService, CallHistoryService, DashboardService, and External logs.
To obtain AgentConsoleService logs, navigate to {InstallPath}\WebService\AgentConsoleService\logs on each application server that has this component installed and provide a Clarity Connect engineer with the log files for the requested dates.
To obtain CallHistoryService logs, navigate to {InstallPath}\WebService\CallHistoryService\logs on each application server that has this component installed and provide a Clarity Connect engineer with the log files for the requested dates.
To obtain DashboardService logs, navigate to {InstallPath}\WebService\DashboardService\logs on each application server that has this component installed and provide a Clarity Connect engineer with the log files for the requested dates.
To obtain External logs, navigate to {InstallPath}\WebService\External\logs on each application server that has this component installed and provide a Clarity Connect engineer with the log files for the requested dates.
ETL Logs
To gather ETL logs, navigate to {InstallPath}\ETL\logs on each application server that has this component installed and provide a Clarity Connect engineer with the log files for the requested dates.
Website Logs
To obtain Website logs, navigate to {InstallPath}\inetpub\ClarityConnect\logs on each application server that has this component installed and provide a Clarity Connect engineer with the log files for the requested dates.
Dashboard logs are comprised of the JS Console output and the network capture from Developer Tools in the browser. To obtain the JS Console output, open Developer Tools in your browser (press F12 in Internet Explorer), and then reload the web page. Navigate to the Console tab and capture any messages. To obtain the network capture, open Developer Tools in your browser, click the Network tab, and then click Play (green arrow). The network tool will begin recording network requests on the website. Click Stop (red square) when finished capturing any issues, and then click Export to save the captured data as an XML.
Message Router Logs
To obtain Message Router logs, navigate to {InstallPath}\Service\MessageRouter\DebugLogs on each application server that has this component installed and provide a Clarity Connect engineer with the log files for the requested dates.
Agent Rerouter Logs
To obtain Agent Rerouter logs, navigate to {InstallPath}\ClarityConnectAgentRouter\Logs on Lync Front End server that has this component installed and provide a Clarity Connect engineer with the log files for the requested dates.