Troubleshoot Tenfold Cloud Connect (TCC)

Start, stop and restart TCC services

• Start the service: service tcc start
• Stop the service: service tcc stop
• Restart the service: service tcc restart
• Check the service status: service tcc status

Navigate to TCC items

The directory structure of /opt/tenfold

• tenfold
  • tcc
    • config.properties The configuration file
    • logback.xml Needs to be edited on for additional tcc instances other than “tcc”
    • logs
      • tcc.log The most recent log file
      • file.<date>.log.gz A zipped log file for the specified date
    • versions
      • [version numbers]
        • tcc-version-selector.sh The file which needs to be run to activate the installed version in the parent directory

Perform common TCC tasks

TCC can currently be installed via RPM file. The following section lists common TCC tasks based on type of TCC install.

Important

You must have sudo-level access to perform tasks for both directory types.

Manually restart the service

Note: Restarting the TCC service will be required when any changes are made to the phone system (PBX). Depending on the integration, this may also include when a user is added to the phone system. This is because TCC syncs with the PBX on startup and stores the configuration. When changes are made to the configuration, TCC must be restarted so it can sync with the PBX and obtain the new updated configuration information. Please see the applicable PBX integration guide for details.

Type:

service tcc restart

or

 systemctl restart tcc

Obtain TCC logs

Often, Tenfold would like to look at the logs and would request logs. Logs can be zipped and emailed or uploaded to a shared cloud folder.

1. Change directory to the TCC folder:  cd /opt/tenfold/tcc/ 
2. Zip the log files: tar -czvf logs_<date>.tar.gz logs/* Example: tar -czvf logs_jan11.tar.gz logs/*
3. Upload or email the log file.

Diagnose TCC logs

• TCC logs are stored in the logs folder in the TCC folder:   
  • cd /opt/tenfold/tcc/logs
• Log files are zipped once they reach a certain size (set in the logback.xml file in the TCC folder) so that they don’t take up too much space on the machine.
• You can add a "z" to the beginning of cat and grep commands (zgrep and zcat) to search or view zipped log files.
• If you are looking at an issue live with a user you can tail the tcc.log file from the logs folder Example: tail -f tcc.log (to tail the current log)
• To search for a user’s call you can grep their extension, the number they called, etc.
  • To search a call just made in the active log file: 
    •  grep 5725 tcc.log
  • To search a certain zipped log:
    •  zgrep 5725 tcc.2020-10-22.0.log.gz
  • To search all zipped logs in October a wildcard can be used:  
    • zgrep 5725 tcc.2020-10*
• To look for outbound calls you can grep:  
  • Making a call
• You can likewise grep for ‘ERROR’ or ‘Failed’ to see issues
  • Note that ERROR may show when trying to add a user who doesn't have CTI permissions
• To see the entire call a user made find the log file it was in by using grep commands and then use zcat  to view that log file and scroll to the timeframe of the call
• Resource for grep syntax and options: https://www.linode.com/docs/guides/how-to-grep-for-text-in-files/
• Resource for cat, tOBS TCC Server Maintenance Guide v0.1 - Google Docsail, etc: https://www.thegeekdiary.com/view-files-using-cat-more-tail-head-and-wc-commands/

TCC version control

Sometimes you are asked to upgrade a region to a specific TCC version. Here are the steps we’d want you to follow to do so.

• Check the current version: 
  •  ls -l /opt/tenfold/tcc/tcc.jar 
  • This command displays the TCC version that is currently running. 
    • Example output for a system that is running TCC 3.0.0:
    •  /opt/tenfold/tcc/tcc.jar -> /opt/tenfold/tcc/versions/3.0.0/tenfold-cloud-connect.3.0.0.jar
• Upgrade to new TCC Version image: 
  • NOTE: Version numbers typically increase with each release, similar to this pattern: 2.142.0 > 2.142.1 > 3.0.0
    • Download the TCC rpm to upgrade
      •  curl -O https://downloads.tenfold.com/app/tcc/tcc-<tcc_version>.x86_64-rhel<OS_version>.rpm
rpm -ivh tcc-<tcc_version>.x86_64-rhel<OS_version>.rpm
    • To validate successful restarts: 
      • cd /opt/tenfold/tcc/logs
tail -f logs/tcc.log 
      • You should see the logs run through a list of logs and eventually gives us a heartbeat every couple minutes (there would likely be pauses in between).