Difference between revisions of "Support tools"

From help.aarenet.com
Jump to: navigation, search
Line 1: Line 1:
 
{{DISPLAYTITLE: Aarenet VoIP Switch Support Tools }}
 
{{DISPLAYTITLE: Aarenet VoIP Switch Support Tools }}
 
{{PAGE_HEADER}}
 
{{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 ------------------------------>
−
| link2=nolink
 
−
| link3=nolink
 
−
| link4=pdfarticle
 
−
| link5=nolink
 
−
}}
 
 
<!-- Transclusion : Article Begin -----------------------------------------------------------------><section begin=article />
 
<!-- Transclusion : Article Begin -----------------------------------------------------------------><section begin=article />
  
  
 +
{{Page_Introduction_Title}}
 
<!-- Transclusion : Intro  Begin ------------------------------------------------------------------><section begin=intro />
 
<!-- 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:
 
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 -------------------------------------------------------------------->
 
__TOC__ <!-- Table of Contents -------------------------------------------------------------------->
−
<!-- PAGE BREAK --> <!-- PDF Creation Directive --------------------------------------------------->
 
  
  
 +
<!-- PAGE BREAK --> <!-- PDF Creation Directive --------------------------------------------------->
 
{{ToTop | SupportToolConfigCenter }} <!------------------------------------------------------------>
 
{{ToTop | SupportToolConfigCenter }} <!------------------------------------------------------------>
 
= VoIP Switch ConfigCenter Support Tools =
 
= VoIP Switch ConfigCenter Support Tools =
Line 311: Line 307:
  
  
−
{{ToTop |  }}
 
 
<!-- Transclusion : Article End -------------------------------------------------------------------><section end=article />
 
<!-- Transclusion : Article End -------------------------------------------------------------------><section end=article />
 +
{{ToTop}}
 
{{PAGE_FOOTER}}
 
{{PAGE_FOOTER}}
 
{{Page_Version |version=3.0 |author=Aarenet |date=May 2017}}
 
{{Page_Version |version=3.0 |author=Aarenet |date=May 2017}}

Revision as of 11:35, 13 July 2017


Note The features and/or parameters listed in this article may not be available from your telephone service provider.



Home Support

 

 

Download PDF

 



Introduction

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




→ Top

VoIP Switch ConfigCenter Support Tools


→ Top

The ConfigCenter Support Log  

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!





→ Top

Navigate to the Support Log  

ConfigCenter:

nav Menu "Support"
nav Menu "Support Log"




→ Top

Get a Support Log  

Dialog: "Support Log":

Dialog: "Support Log"



When the dialog "Support Log" opens it contains by default in "From" the actual date/time (-5min) and in "Duration" a duration of 5min:

  1. Click the Button [ Download ]
  2. Via HTTP an ASCII formatted file with the last 5 minutes will be downloaded


Retrieving a "Support Log" in the past:

  1. Insert the in "From" the desired start date/time
  2. Insert in "Duration" the needed length
  3. Press on the keyboard the[ Enter ] key: The "Until" date/time will be computed
  4. Click the Button [ Download ]

or

  1. Insert the in "From" the desired start date/time
  2. Insert the in "Until" the desired stop date/time
  3. Press on the keyboard the[ Enter ] key: The "Duration" will be computed
  4. Click the Button [ Download ]


Best Practice

Get the events of a connection in the past:

  1. Search the Call ID of the connection in the "Call Data"
  2. Use the Call ID in the "Text" filter of the Support Log dialog
  3. Make sure that the connection date/time match "From"- "Until"
  4. Download the Support Log


Get the events of a just finished connection:

  1. Set the "Duration" to 5min (or shorter)
  2. Download the Support Log
  3. Search for the connection





→ Top

Interpretation of a Support Log  

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:

Example "Support Log"





→ Top

ConfigCenter Trace  

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 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.





→ Top

Navigate to the Trace

ConfigCenter:

nav Menu "Support"
nav Menu "Trace"




→ Top

Get a Trace

Dialog: "Trace":

Dialog: "Trace"



When the dialog "Trace" opens it contains by default in "From" the actual date/time (-5min) and in "Duration" a duration of 5min:

  1. Click the Button [ Download ]
  2. Via HTTP an PCAP formatted file with the last 5 minutes will be downloaded


Retrieving a "Trace" in the past:

  1. Insert the in "From" the desired start date/time
  2. Insert in "Duration" the needed length
  3. Press on the keyboard the[ Enter ] key: The "Until" date/time will be computed
  4. Click the Button [ Download ]

or

  1. Insert the in "From" the desired start date/time
  2. Insert the in "Until" the desired stop date/time
  3. Press on the keyboard the[ Enter ] key: The "Duration" will be computed
  4. Click the Button [ Download ]


Best Practice

Get the events of a connection in the past:

  1. Search the connection in the "Call Data"
  2. Click the Button [ Trace ]


Get the events of a just finished connection:

  1. Set the "Duration" to 5min (or shorter)
  2. Download the Trace
  3. Search for the connection





→ Top

Interpretation of a Trace

The interpretation of a "Trace" needs experience!

For more information:


Example of a Wireshark call capture, SIP setup and release:

Example "Trace"



Example of a Wireshark call list:
Navigate in Wireshark:

nav Menu "Statistics"
nav Menu "VoIP Calls"
Example Trace VoIP Call List



Example of a Wireshark call flow:
Navigate in Wireshark:

nav Menu "Statistics"
nav Menu "VoIP Calls"
nav Select the call of interest
nav Click button [ Graph ]
Example Trace VoIP Call Flow





→ Top

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" 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!





→ Top

Navigate to the "Call Data"

ConfigCenter:

nav Menu "Rating"
nav Menu "Call Data"




→ Top

Get a "Call Data"

Dialog: "Call Data":

Dialog: "Call Data"






→ Top

© Aarenet Inc 2018

Version: 3.0     Author:  Aarenet     Date: May 2017

Retrieved from "http://help.aarenet.com/mediawiki/index.php?title=Support_tools&oldid=537"