Difference between revisions of "Support tools"

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{{DISPLAYTITLE: Aarenet VoIP Switch Monitoring  }}
+
{{DISPLAYTITLE: Aarenet VoIP Switch Support Tools }}
 
{{PAGE_HEADER}}
 
{{PAGE_HEADER}}
 
{{Page_Menu_List_Help_Support}}
 
{{Page_Menu_List_Help_Support}}
Line 8: Line 8:
 
{{Page_Introduction_Title}}
 
{{Page_Introduction_Title}}
 
<!-- Transclusion : Intro  Begin ------------------------------------------------------------------><section begin=intro />
 
<!-- Transclusion : Intro  Begin ------------------------------------------------------------------><section begin=intro />
−
The Aarenet VoIP Switch Administrator and other service personnel find here information how the Aarenet VoIP Switch and servers are monitored and how alarms, errors and warnings are issued.
+
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
 
<!-- Transclusion : Intro  End --------------------------------------------------------------------><section end=intro />
 
<!-- Transclusion : Intro  End --------------------------------------------------------------------><section end=intro />
 +
 +
 +
__TOC__ <!-- Table of Contents -------------------------------------------------------------------->
 +
 +
 +
<!-- PAGE BREAK --> <!-- PDF Creation Directive --------------------------------------------------->
 +
{{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|
 
{{Note|
−
Prior Aarenet VoIP Switch installations use the monitor '''Hobbit'''. All descriptions for '''Xymon''' also apply for '''Hobbit'''.}}
+
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.png |500px|left|frameless|link=| Dialog: Support Log ]]
 +
<br clear=all>
 +
 
 +
 
 +
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
 +
}}
  
  
−
__TOC__ <!-- Table of Contents -------------------------------------------------------------------->
 
  
  
−
{{#ifeq: {{An_Wiki_Site}} | test_wiki |
+
{{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.png |700px|left|frameless|link=| Example Support Log]]
 +
<br clear=all>
  
−
<!-- PAGE BREAK --> <!-- PDF Creation Directive --------------------------------------------------->
 
−
{{ToTop | SupportMonitor }} <!--------------------------------------------------------------------->
 
−
= Basics of the Xymon Monitor  {{Help_Status |  | &nbsp }} =
 
  
  
  
 +
{{ToTop | SupportToolConfigCenterTrace }} <!------------------------------------------------------->
 +
== ConfigCenter '''Trace''' {{Help_Status |  | &nbsp }} ==
  
−
{{ToTop | SupportMonitorConnect }} <!-------------------------------------------------------------->
+
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.
−
== Connect to the Xymon Monitor  {{Help_Status |  | comingsoon }} ==
 
  
−
Instructions how to connect to the Monitor "Xymon".
+
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
  
  
−
{{ToTop | SupportMonitorMainView }} <!------------------------------------------------------------->
+
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.
−
== Xymon Monitor "Main View" {{Help_Status |  | comingsoon }} ==
 
  
−
Overview of the contents of the Xymon "Main View".
 
  
 +
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!
  
−
{{ToTop | SupportMonitorObjects }} <!-------------------------------------------------------------->
+
&rarr; 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.}}
−
== Description of the Monitored Objects {{Help_Status |  | comingsoon }} ==
 
  
−
Overview of the monitored objects.
 
  
  
  
 +
{{ToTop}} <!--------------------------------------------------------------------------------------->
 +
=== Navigate to the '''Trace''' ===
  
−
{{ToTop | SupportMonitorHistory }} <!-------------------------------------------------------------->
+
ConfigCenter:
−
== Access to and Display of Event History {{Help_Status | | comingsoon }} ==
+
{{Navigation_List | 1 | Menu "Support" }}
 +
{{Navigation_List | 2 | Menu "Trace" }}
  
−
Description how to access the "Xymon" event history
 
  
  
  
 +
{{ToTop}} <!--------------------------------------------------------------------------------------->
 +
=== Get a '''Trace''' ===
  
−
{{ToTop | SupportMonitorAlarmAdministration }} <!-------------------------------------------------->
+
Dialog: "Trace":
−
== Xymon Monitor Alarm Administration {{Help_Status | | comingsoon }} ==
+
[[file:support_trace_dialog.png |500px|left|frameless|link=| Dialog: Trace ]]
 +
<br clear=all>
  
−
Description how to administer the Xymon "Alarms" permanently or temporarily
 
  
 +
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}}
  
−
{{ToTop | SupportMonitorAlarmEmail }} <!----------------------------------------------------------->
+
or
−
== Enable / Disable Alarming Email  {{Help_Status |  | ComingSoon }} ==
 
  
−
Description how to enable or disable alarming emails
+
:# 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
 
}}
 
}}
  
  
  
−
<!-- PAGE BREAK --> <!-- PDF Creation Directive --------------------------------------------------->
+
 
−
{{ToTop | SupportMonitorSwitch }} <!--------------------------------------------------------------->
+
{{ToTop}} <!--------------------------------------------------------------------------------------->
−
= Aarenet Aarenet VoIP Switch Specific Graphs =
+
=== 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.png |700px|left|frameless|link=| Example "Trace" ]]
 +
<br clear=all>
 +
 
 +
 
 +
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.png |700px|left|frameless|link=| Example Trace VoIP Call List ]]
 +
<br clear=all>
 +
 
 +
 
 +
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.png |575px|left|frameless|link=| Example Trace VoIP Call Flow ]]
 +
<br clear=all>
 +
 
 +
 
 +
 
 +
 
 +
{{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" }}
  
  
Line 85: Line 266:
  
 
{{ToTop}} <!--------------------------------------------------------------------------------------->
 
{{ToTop}} <!--------------------------------------------------------------------------------------->
−
== Graph of SIP CPE and MGCP MTA Registrations {{Help_Status |  | draft }} ==
+
=== Get a "Call Data" ===
 +
 
 +
Dialog: "Call Data":
 +
[[file:support_tool_call_data_dialog.png |500px|left|frameless|link=| Dialog: "Call Data" ]]
 +
<br clear=all>
 +
 
 +
 
 +
 
 +
{{#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.
 +
 
  
−
Displays a graph of the SIP CPE and/or MGCP MTA registrations
 
  
−
(*-ms-01, *-ms-02) and check the registration status:
 
−
:: Xymon GUI -> Management Server -> Column "regs"
 
  
 +
{{ToTop | SupportToolConfigCenterComponent }} <!--------------------------------------------------->
 +
== The ConfigCenter '''System Components''' {{Help_Status |  | ComingSoon }} ==
  
 +
The "System Components" displays the state and activity of the VoIP Switch components.
  
  
−
{{ToTop | SupportMonitorSwitchCallsSys }} <!------------------------------------------------------->
 
−
== Graph of Running Calls {{Help_Status |  | draft }} ==
 
  
−
Displays a graph of running calls per Aarenet VoIP Switch, ServiceCenter and gateway
 
  
−
(*-ms-01, *-ms-02) and check the call status:
+
{{ToTop | SupportToolConfigCenterChannel }} <!----------------------------------------------------->
−
:: Xymon GUI -> Management Server -> Column "calls_sys"
+
== The ConfigCenter '''Channels''' {{Help_Status |  | ComingSoon }} ==
−
:: Xymon GUI -> ServiceCenter Server -> Column "calls_sc"
+
 
−
:: Xymon GUI -> Gateway -> Column "calls_gw"
+
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.
 +
}}
  
  
Line 109: Line 310:
 
{{ToTop}}
 
{{ToTop}}
 
{{PAGE_FOOTER}}
 
{{PAGE_FOOTER}}
−
{{Page_Version |version=3.0 |author=Aarenet |date=December 2015}}
+
{{Page_Version |version=3.0 |author=Aarenet |date=May 2017}}

Revision as of 11:07, 30 August 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=1015"