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Troubleshooting and Logs

Troubleshooting and Logs

Troubleshooting

Find solutions to problems that you might encounter when using the phone integration.

  • A Forbidden message: The phone number that you specified when you configured the phone integration cannot be verified. Ensure that the number fully matches the SIP trunk phone number.

  • A lot of latency between caller questions and Watson answers: Most likely coming from latency that is caused by one of the Watson services, you can view logs in IBM Log Analysis. At the end of each call, you see a CWSGW0160I: Call was ended. event. Expand on this entry to see a summary of the max_response_milliseconds and details of the assistant_interaction_summaries, which helps you identify the service the latency is coming from.

    If your plan allows, you can also look at the Call Detail Record (CDR) to determine which service is misbehaving. For more information, see Call Detail Records (CDRs).

Viewing logs

The log events that occur in the components that are used by the phone integration are written to IBM Log Analysis. To check the logs, create an instance and configure the platform logs to observe the region where your service instance is hosted.

For more information about setting up an instance, see Provisioning an instance.

Currently, the Phone and SMS integrations are the only components of your assistant that write logs to the IBM Log Analysis dashboard.

After you create the instance, get log information by completing the following steps.

  1. Go to the IBM Cloud Logging page.

  2. Click Options, then choose Edit platform.

  3. Select the region and instance, and then click Select.

  4. To open the IBM Log Analysis console, click Open Dashboard.

  5. The source name of the log events is Watson.

    You can apply filters or search the logs by values such as a phone number or instance ID.

Call Detail Records (CDRs)

The phone integration can generate call detail record (CDR) events, which contain summary information about a single call. Call detail records are configured through a webhook. For more information, see Logging activity with a webhook.

For more information about the structure of the CDR event payload, see CDR log event reference.

You can also inject custom data into the CDR event. For more information, see Injecting custom values into CDR log events.