Download protocol capture logs

If you are using BYOC Premises, Genesys Cloud allows you to enable protocol capture logs on specific trunks for diagnostic purposes. You can then download these log files from any BYOC Premises Edge that hosts the trunk and then use the information to help troubleshoot call issues. These log files are saved in the .pcap file format and contain protocol-specific network information. Therefore, only download the protocol capture logs as directed by Genesys Cloud Customer Care.

To keep the file size manageable and conserve disk space, Genesys Cloud breaks up the capture operation into 24-hour periods ending at midnight. At midnight, the Edge closes the current .pcap file and opens a new one. Thus, each file contains at most 24 hours of data. After the Edge closes a .pcap file, it compresses the file into a .zip file. The .zip files remain on the Edge for a one week. After one week, the Edge checks the time and date stamp on the .zip files and deletes those files that are a week old.

To make it easy to locate the network capture log that you are looking for, you can use filters to narrow down the list of files.

To retrieve a protocol capture log:

1. Click Admin.
2. Under Telephony, click Edges.
3. Select the Edge containing the protocol capture log you want to retrieve.
4. Click the Diagnostics Logs tab.
5. Click Network Capture Logs.
6. Use the filter controls to locate the protocol capture log you want to retrieve.
7. Click the check box at the beginning of the row.
8. Click Upload to Cloud.
   • When the file upload is complete, Ready to Download appears in the Status column
9. Click the Ready to Download link and save the file to your computer.
10. Examine the file as directed by Genesys Cloud Customer Care.