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This Admin Guide describes how to debug and troubleshoot various issues with Wildix Media Gateways. Created: April 2018 Permalink: https://confluence.wildix.com/x/ygBuAQ |
| Table of Contents |
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Introduction
This Guide provides information about various ways of solving Media Gateways issues and analyzes the most typical problems with the help of examples.
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Troubleshooting of BRI Gateways in case of provisioning or network issues
Issues:
- The gateway is not identified by the network
- The gateway appears to cause the calls’ interruption
- The gateway appears to affect the quality of the conversation
- The gateway is not available for provisioning on the WMS
- The gateway appears not to work correctly (the ports are not functional, the signal lights blink in a strange way)
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The following logical scheme demonstrates the procedure. In this case W02BRI is used (in case W01BRI is tested, you need another BRI device, to set up the second port):
To perform the test:
- Create a user or use an existing one to perform the test. In this example the user “test2” with the extension number 103 is used:
- Connect the Gateway to the Wildix test PBX and make the provisioning (refer to the online Guide if needed); connect the needed ports using the network cable RJ45:
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The setting is ready for the test procedure. Dial the number 9999 and check the work of the BRI device by listening to the sound file.
Troubleshooting of BRI/ PRI Gateways in case of call issues
Issue:
PRI or BRI Gateway fails to make/ receive calls.
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“Up” indicates that the service works correctly, while “Down” indicates the problem on the line and/ or in the Gateway configuration:
Resolving issues with ISDN operator’s line connection
Issue 1.1. The physical link is not active
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- Make sure that “Clock” is set up to “Use provided clock” in WMS -> Trunks, under the configuration menu of BRI/ PRI trunk
- Request an operator to check the line’s state
Resolving issues with PBX legacy/other devices connection
Issue 2.1. The physical link is not active
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- Make sure that the gateway ports are set up in TE mode. Connect Cisco device to the Media Gateway ports using the crossover cables:
Debugging of BRI/ PRI Gateways using PCM trace
PCM traces record all analog signals sent or received on the side of the Wildix media gateway. The data will be sent once a call is being established or is in progress. No data will be sent if the gateway if there are no calls in progress.
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- Echo or noise in your network
- Voice quality issues
- Analog signals
Step 1. Connect to BRI/ PRI Media Gateway
Connect to BRI/ PRI via SSH using the following command:
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"PBX IP" is the IP address of your PBX where the PCM traffic will be sent.
Step 2. Enable pcap trace on PBX
- Go to WMS Settings -> Tools and utilities -> Generate trace
- Enable "Custom tcpdump" option and enter the following string:
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- Click Start to generate a file
- When the file is generated, click Stop
- Click on the file to download it
Step 3. Convert a pcap file using Wireshark packet analyzer
To convert a pcap file to a PCM file (*.au format), use Wireshark:
- Select UDP packet -> Analyze -> Decode as RTP
- After the decoding is completed, go to Telephony -> RTP -> RTP Analysis
- Select Save Payload As
- Name the file and select a folder to save it
- Choose Format : .au and Channels : forward (or both)
- Click OK to save the file
Step 4. Open a PCM file using Audacity program
After you converted a pcap file to a PCM one, you can open it using Audacity program.
With the help of Audacity, you can listen to each RTP stream that the PCM file contains and identify the reasons of echo or noise in your network or any other analog and voice quality issues.
Debugging of ISDN Gateways using Syslog
Collecting and analyzing syslog can be useful in order to debug various issues.
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Check the field indicating the reason of the call disconnection, for example: “Cause: Normal call clearing (16)”. Check the codes of disconnection reasons: https://en.wikipedia.org/wiki/ISDN_User_Part#Cause_codes
Debugging of W04FXO Gateways
To debug W04FXO device, access the Gateway on its IP address (e.g. 192.168.1.16) via telnet protocol:
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