Support tools - Revision history

Anadm at 13:16, 5 September 2017

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Wikiadm at 12:32, 13 July 2017

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Wikiadm at 11:18, 13 July 2017

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Wikiadm at 10:35, 13 July 2017

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Wikiadm at 10:39, 10 July 2017

2017-07-10T10:39:01Z

Wikiadm: Created page with "{{DISPLAYTITLE: Aarenet VoIP Switch Support Tools }} {{PAGE_HEADER}} {{Page_Help_Links | links=5 | width1=225 | width2=225 | width3=225 | width4=225 | width5=100 | link1={{NAM..."

2017-07-05T11:55:11Z

Created page with "{{DISPLAYTITLE: Aarenet VoIP Switch Support Tools }} {{PAGE_HEADER}} {{Page_Help_Links | links=5 | width1=225 | width2=225 | width3=225 | width4=225 | width5=100 | link1={{NAM..."

New page

{{DISPLAYTITLE: Aarenet VoIP Switch Support Tools }}
{{PAGE_HEADER}}
{{Page_Help_Links | links=5 | width1=225 | width2=225 | width3=225 | width4=225 | width5=100
| link1={{NAMESPACE}}:help_support | descr1=Main Support Help
| link2=nolink
| link3=nolink
| link4=pdfarticle
| link5=nolink
}}
<section begin=article />

<section begin=intro />
The VoIP Switch Administrators, Operators, Supporters find here information about the Aarenet VoIP Switch "On Board" tools for analyzing and supporting general VoIP Switch issues and customer problems:

:* The ConfigCenter '''Support Log''' displays the VoIP Switch internal activities
:* The ConfigCenter '''Traces''' displays the signaling between the VoIP Switch an external devices
:* The ConfigCenter '''Call Data''' lists the CDR of all incoming or outgoing connections or connection attempts
:* The ConfigCenter '''Address Registration''' displays if a SIP device or MGCP MTA has registered a telephone number
:* The ConfigCenter '''System Components''' displays the state and activity of the VoIP Switch components
:* The ConfigCenter '''Channels''' displays the state of connections
:* The ConfigCenter '''System Utilization''' displays a statistical overview of the VoIP Switch resource utilization
<section end=intro />

__TOC__ 

{{ToTop | SupportToolConfigCenter }} 
= VoIP Switch ConfigCenter Support Tools =

{{ToTop | SupportToolConfigCenterSupportLog }} 
== The ConfigCenter '''Support Log''' {{Help_Status | | &nbsp }} ==

The '''Support Log''' provides the supporter with information from the internal processes of the ServiceCenter:
:* Registration
:* Connection setup, release and exceptions
:* Call Routing
:* Used Ruleset
:* Emergency calls
:* etc

The '''Support Log''' provides filters for:
:* Time based selection: From – Until, From – Duration
:* Text filter
:* Registration events
:* Call events
:* etc.

The '''Support Log''' has a limited history. The history may last from a few hours up to some days. The length of the history may be different from VoIP switch to VoIP switch and depends on the length of log files and amount of logging events.

{{Note|
The '''Support Log''' is tenant sensitive. This means a supporter of tenant A is not able to see events of tenant B!}}

{{ToTop}} 
=== Navigate to the '''Support Log''' {{Help_Status | | &nbsp }} ===

ConfigCenter:
{{Navigation_List | 1 | Menu "Support" }}
{{Navigation_List | 2 | Menu "Support Log" }}

{{ToTop}} 
=== Get a '''Support Log''' {{Help_Status | | &nbsp }} ===

Dialog: "Support Log":
[[file: support_support_log_dialog.gif |frameless|link=|500px|left| Dialog: "Support Log" ]]
<br style="clear:both">

When the dialog "Support Log" opens it contains by default in "From" the actual date/time (-5min) and in "Duration" a duration of 5min:
:# Click the {{Dialog_Button | Download}}
:# Via HTTP an ASCII formatted file with the last 5 minutes will be downloaded

Retrieving a "Support Log" in the past:
:# Insert the in "From" the desired start date/time
:# Insert in "Duration" the needed length
:# Press on the keyboard the[ Enter ] key: The "Until" date/time will be computed
:# Click the {{Dialog_Button | Download}}

or

:# Insert the in "From" the desired start date/time
:# Insert the in "Until" the desired stop date/time
:# Press on the keyboard the[ Enter ] key: The "Duration" will be computed
:# Click the {{Dialog_Button | Download}}

{{Note | type=bestpractice |
Get the events of a connection in the past:<br>
# Search the Call ID of the connection in the [[ #SupportToolConfigCenterCallData | "Call Data" ]]
# Use the Call ID in the "Text" filter of the Support Log dialog
# Make sure that the connection date/time match "From"- "Until"
# Download the Support Log

Get the events of a just finished connection:<br>
# Set the "Duration" to 5min (or shorter)
# Download the Support Log
# Search for the connection
}}

{{ToTop}} 
=== Interpretation of a '''Support Log''' {{Help_Status | | &nbsp }} ===

The interpretation of a "Support Log" is quite easy and straight forward. With a little experience one will be fast familiar with the interpretation.

Interpretation and example of a call setup and release:
[[file: support_support_log_example.gif |frameless|link=|700px|left| Example "Support Log"]]
<br style="clear:both">

{{ToTop | SupportToolConfigCenterTrace }} 
== ConfigCenter '''Trace''' {{Help_Status | | &nbsp }} ==

The '''Trace''' provides the supporter with information from the message traffic between the VoIP switch and external VoIP devices, such as PSTN gateway, SIP CPE, SIP or MGCP telephones.

The '''Trace''' contains:
:* Session Initiation Protocol SIP registration and connection signaling messages
:* Media Gateway Control Protocol MGCP audit and endpoint control messages
:* Session Description Protocol SDP streaming media initialization parameters

The '''Trace''' provides filters for:
:* Time based selection: From – Until, From – Duration
:* Text filter

The '''Trace''' has a limited history. The history may last from a few hours up to some days. The length of the history may be different from VoIP switch to VoIP switch and depends on the length of log files and amount of logging events.

The interpretation of a '''Trace''' (PCAP formatted file) has to be done in an external application like [http://www.wireshark.org Wireshark network protocol analyzer]. Wireshark offers deep and rich VoIP analysis.

{{Note|
The '''Trace''' is '''not''' tenant sensitive. This means a supporter of tenant A is able to see signaling messages of tenant B!

→ Due to this open display of information it may be possible that the '''Trace''' is not available for the supporters on a multi tenant VoIP Switch.}}

{{ToTop}} 
=== Navigate to the '''Trace''' ===

ConfigCenter:
{{Navigation_List | 1 | Menu "Support" }}
{{Navigation_List | 2 | Menu "Trace" }}

{{ToTop}} 
=== Get a '''Trace''' ===

Dialog: "Trace":
[[file: support_trace_dialog.gif |frameless|link=|500px|left| Dialog: "Trace" ]]
<br style="clear:both">

When the dialog "Trace" opens it contains by default in "From" the actual date/time (-5min) and in "Duration" a duration of 5min:
:# Click the {{Dialog_Button | Download}}
:# Via HTTP an PCAP formatted file with the last 5 minutes will be downloaded

Retrieving a "Trace" in the past:
:# Insert the in "From" the desired start date/time
:# Insert in "Duration" the needed length
:# Press on the keyboard the[ Enter ] key: The "Until" date/time will be computed
:# Click the {{Dialog_Button | Download}}

or

:# Insert the in "From" the desired start date/time
:# Insert the in "Until" the desired stop date/time
:# Press on the keyboard the[ Enter ] key: The "Duration" will be computed
:# Click the {{Dialog_Button | Download}}

{{Note | type=bestpractice |
Get the events of a connection in the past:<br>
# Search the connection in the [[ #SupportToolConfigCenterCallData | "Call Data" ]]
# Click the {{Dialog_Button | Trace }}

Get the events of a just finished connection:<br>
# Set the "Duration" to 5min (or shorter)
# Download the Trace
# Search for the connection
}}

{{ToTop}} 
=== Interpretation of a '''Trace''' ===

The interpretation of a "Trace" needs experience!

For more information:
:* See [[{{NAMESPACE}}:support_voip_protocol#SupportSipKnowhow | SIP Knowhow ]]
:* Get a [http://www.wireshark.org/#learnWS Wireshark training]

Example of a Wireshark call capture, SIP setup and release:
[[file: support_trace_example.gif |frameless|link=|700px|left| Example "Trace" ]]
<br style="clear:both">

Example of a Wireshark call list:<br>
Navigate in Wireshark:
{{Navigation_List | 1 | Menu "Statistics" }}
{{Navigation_List | 2 | Menu "VoIP Calls" }}
[[file:support_trace_voip_call_list.gif |frameless|link=|700px|left| Example Trace VoIP Call List ]]
<br style="clear:both">

Example of a Wireshark call flow:<br>
Navigate in Wireshark:
{{Navigation_List | 1 | Menu "Statistics" }}
{{Navigation_List | 2 | Menu "VoIP Calls" }}
{{Navigation_List | 3 | Select the call of interest }}
{{Navigation_List | 4 | Click button [ Graph ] }}
[[file:support_trace_voip_call_flow.gif |frameless|link=|575px|left| Example Trace VoIP Call Flow ]]
<br style="clear:both">

{{ToTop | SupportToolConfigCenterCallData }} 
== The ConfigCenter '''Call Data''' {{Help_Status | | inwork }} ==

The "Call Data" lists the CDR of all incoming or outgoing connections or connection attempts. Extended filters enable the supporter to search for specific calls.

The "Call Data" has a limited history. The length of the history may be different from VoIP switch to VoIP switch and depends on the CDR storage length in the date base.

{{Note|
The "Call Data" is tenant sensitive. This means a supporter of tenant A is not able to see events of tenant B!}}

{{ToTop}} 
=== Navigate to the "Call Data" ===

ConfigCenter:
{{Navigation_List | 1 | Menu "Rating" }}
{{Navigation_List | 2 | Menu "Call Data" }}

{{ToTop}} 
=== Get a "Call Data" ===

Dialog: "Call Data":
[[file: support_tool_call_data_dialog.gif |frameless|link=|500px|left| Dialog: "Call Data" ]]
<br style="clear:both">

{{#ifeq: {{An_Wiki_Site}} | test_wiki |

{{ToTop | SupportToolConfigCenterRegistration }} 
== The ConfigCenter '''Address Registration''' {{Help_Status | | ComingSoon }} ==

The ConfigCenter "Address Registration" displays if a SIP device or MGCP MTA has registered the telephone number. The supporter finds information about IP address, SIP User Agent, registration time left.

{{ToTop | SupportToolConfigCenterComponent }} 
== The ConfigCenter '''System Components''' {{Help_Status | | ComingSoon }} ==

The "System Components" displays the state and activity of the VoIP Switch components.

{{ToTop | SupportToolConfigCenterChannel }} 
== The ConfigCenter '''Channels''' {{Help_Status | | ComingSoon }} ==

The ConfigCenter "Channels" displays the state of connections.

{{ToTop | SupportToolConfigCenterUtilization }} 
== The ConfigCenter '''System Utilization''' {{Help_Status | | ComingSoon }} ==

The "System Utilization" gives a statistical overview of the VoIP Switch resource utilization.
}}

{{ToTop | }}
<section end=article />
{{PAGE_FOOTER}}
{{Page_Version |version=3.0 |author=Aarenet |date=May 2017}}

@@ Line 3: / Line 3: @@
 {{Page_Menu_List_Help_Support}}
 <!-- FOOTER LEFT "© Aarenet AG 2017" --> <!-- PDF Creation Directive ------------------------------>
@@ Line 24: / Line 23: @@
 <!-- PAGE BREAK --> <!-- PDF Creation Directive --------------------------------------------------->
 {{ToTop | SupportToolConfigCenter }} <!------------------------------------------------------------>
 = VoIP Switch ConfigCenter Support Tools =

@@ Line 213: / Line 213: @@
 For more information:
-:* See also [[{{NAMESPACE}}:support_voip_protocol#SupportSipKnowhow | SIP Knowhow ]]
+:* See also article [[{{NAMESPACE}}:support_voip_protocol#SupportSipKnowhow | "Brief Tutorial of the SIP Signaling and SDP Media Protocols" ]]
 :* Get a [http://www.wireshark.org/#learnWS Wireshark training]
@@ Line 254: / Line 254: @@
 == The ConfigCenter '''Call Data''' ==
-The "Call Data" lists the CDR of all incoming or outgoing connections or connection attempts. Extended filters enable the supporter to search for specific calls.
+The "Call Data" lists the CDR of all incoming or outgoing connections or connection attempts. Extended filters enable the supporter to search for specific calls. The filters can be combined with logical AND.<br>
 The "Call Data" has a limited history. The length of the history may be different from VoIP switch to VoIP switch and depends on the CDR storage length in the date base.
 {{Note|
-The "Call Data" is tenant sensitive. This means a supporter/operator of tenant A is not able to see events of tenant B!
+* The "Call Data" has a limited history. The length of the history may be different from VoIP switch to VoIP switch and depends on the CDR storage length in the date base.
 }}
@@ Line 278: / Line 304: @@
 {{ToTop}} <!--------------------------------------------------------------------------------------->
-=== Get a "Call Data" ===
+=== Get the "Call Data" ===
 Dialog: "Call Data":
-[[file:support_tool_call_data_dialog.png |500px|left|frameless|link=| Dialog: "Call Data" ]]
+[[file:support_configcenter_call_data_general_e.png |750px|left|frameless|link=| Dialog: "Call Data" ]]
 <br clear=all>
+<gallery mode="packed" widths=200px>
+File:support_trace_example.png | For the interpretation of the trace consult the article:<br>  "Brief Tutorial of the SIP Signaling and SDP Media Protocols", [[{{NAMESPACE}}:support_voip_protocol#SupportSipKnowhow |  chapter "Knowhow SIP Signaling" ]]
+File:support_connection_rtp_rtcp_statistics_details_e.png | For the interpretation of the media information consult the article:<br> "Brief Tutorial of the SIP Signaling and SDP Media Protocols", [[{{NAMESPACE}}:support_voip_protocol#SupportSdpKnowhow |  chapter "Knowhow Media Stream" ]]
+</gallery>

← Older revision		Revision as of 10:39, 10 July 2017
Line 25:		Line 25:

	__TOC__ <!-- Table of Contents -------------------------------------------------------------------->		__TOC__ <!-- Table of Contents -------------------------------------------------------------------->
		+	<!-- PAGE BREAK --> <!-- PDF Creation Directive --------------------------------------------------->

@@ Line 71: / Line 71: @@
 Dialog: "Support Log":
-[[file: support_support_log_dialog.gif |frameless|link=|500px|left| Dialog: "Support Log" ]]
+[[file: support_support_log_dialog.gif |frameless|link=|500px|left| Dialog: Support Log ]]
 <br style="clear:both">
@@ Line 117: / Line 117: @@
 Interpretation and example of a call setup and release:
-[[file: support_support_log_example.gif |frameless|link=|700px|left| Example "Support Log"]]
+[[file: support_support_log_example.gif |frameless|link=|700px|left| Example Support Log]]
 <br style="clear:both">
@@ Line 167: / Line 167: @@
 Dialog: "Trace":
-[[file: support_trace_dialog.gif |frameless|link=|500px|left| Dialog: "Trace" ]]
+[[file: support_trace_dialog.gif |frameless|link=|500px|left| Dialog: Trace ]]
 <br style="clear:both">

@@ Line 1: / Line 1: @@
 {{DISPLAYTITLE: Aarenet VoIP Switch Support Tools }}
 {{PAGE_HEADER}}
-{{Page_Help_Links | links=5 | width1=225 | width2=225 | width3=225 | width4=225 | width5=100
+{{Page_Menu_List_Help_Support}}
-| link1={{NAMESPACE}}:help_support | descr1=Main Support Help
+<!-- FOOTER LEFT "© Aarenet AG 2017" --> <!-- PDF Creation Directive ------------------------------>
 <!-- Transclusion : Article Begin -----------------------------------------------------------------><section begin=article />
 <!-- Transclusion : Intro  Begin ------------------------------------------------------------------><section begin=intro />
 The VoIP Switch Administrators, Operators, Supporters find here information about the Aarenet VoIP Switch "On Board" tools for analyzing and supporting general VoIP Switch issues and customer problems:
@@ Line 25: / Line 21: @@
 __TOC__ <!-- Table of Contents -------------------------------------------------------------------->
 {{ToTop | SupportToolConfigCenter }} <!------------------------------------------------------------>
 = VoIP Switch ConfigCenter Support Tools =
@@ Line 311: / Line 307: @@
 <!-- Transclusion : Article End -------------------------------------------------------------------><section end=article />
 {{PAGE_FOOTER}}
 {{Page_Version |version=3.0 |author=Aarenet |date=May 2017}}