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).

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.