Course12:Advanced - Operations: Difference between revisions
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Revision as of 11:15, 24 March 2016
Explains how to setup an innovaphone PBX system so that it can be maintained smoothly.
Monitoring and Debugging
- make sure you notice problems before your end users do
- gather as much information to understand the nature and cause of any problems
Events
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
There are a
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
Some of them indicate bad user behaviour such as
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
Others may indicate a misconfiguration of the system such as
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
Yet others will likely report hardware problems such as
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
Also, temporary performance problems in your network could create an event, such as
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
In any case, events shown in the event log must be examined carefully and it needs to be determined if they indicate a problem that need to be fixed.
Clicking on the event-code listed in the Code column will open a popup window with some useful context information. For example, for the aforementioned type 0x00010002,
Protocol | SIP |
AOR | <sip:a@x> |
Comment | Timeout |
will be shown.
Alarms
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
In a managed installation, there should be no entries in the alarm list at any time!
The event and alarm list is always kept in local flash memory(not on the FLASH drive, SSD or CF-card). The number of entries to keep can be configured in the
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
All alarms are sent via SNMP traps. The SNMP trap delivers: code,severity,txt (e.g interface down) and alarmsource (e.g IP0/ETH1). This can be useful if the customers has a SNMP network management tool in use.
Syslog
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
- PBX/Gateway Calls - calls and their flow in the PBX or Gateway
- Gateway Routing - number mapping and call routing in Relay
- H.323/SIP-Registrations - endpoint/interface registration successes or fails
- Administration - configuration changes performed on the device
- and more
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
![Further Hints (Further Hints)](https://class.innovaphone.com/moodle2/filter/wikilink/hints.png)
- tick on all logging check marks that relate to information relevant to the problem
- tick off any logging check mark that creates irrelevant information
- try to trim down the log so that it fully captures the reproduced problem but nothing else
- clearly indicate the situation captured in the syslog (not: there is a problem, see syslog. Rather: in the syslog, there is a call coming from TEL1, calling party is xyz, called party is abc. It is sent to extension -xx and terminates with cause code 21. Expected behaviour though is for the call to alert at the phone registered with user efg)
- do not put it into a MS Word or MS Excel file
- do not send a screen shot of the syslog screen
- You can easily save the syslog with copy and paste and send it as a text file
Traces
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
As opposed to syslog, traces are permanently saved into an in-core ring buffer. This implies that
- you can obtain information about events that happened before you obtain the trace (provided you obtain it before they get overridden in the ring buffer)
- when you reproduce a problem and then obtain the trace, the trace will include information prior to your reproduction of the problem (which is probably not useful)
- tracing always consumes CPU resources, not only while obtaining a trace
- obtain the trace, thereby clearing the trace buffer
- reproduce the problem
- obtain the trace again
Trace is also a simple text based tool and the notes made about obtaining and providing it to support made for the syslog do apply here too.
Trace Levels
Like for logging messages, trace messages can be configured. This is done in
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
Some more exotic trace flags are available on a special, hidden page. You can reach it using the special URL http://x.x.x.x/debug.xml.
![Further Hints (Further Hints)](https://class.innovaphone.com/moodle2/filter/wikilink/hints.png)
Tracing and CPU Load
Tracing does consume CPU cycles. More tracing consumes more CPU cycles.
![Further Hints (Further Hints)](https://class.innovaphone.com/moodle2/filter/wikilink/hints.png)
Be sure to turn of any tracing check-marks both in
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
Trap Traces
Writing to the trace ring buffer is disabled when the device traps. Also, the trace ring buffer is not cleared on a re-start. Thus, after a re-start, you can obtain the trace from before the re-start, showing the trap situation.
When your device traps, you can be sure that support will ask for the trap trace!
When tracing is disabled due to a previous trap, the pre-trap trace buffer is kept until the next reboot. For this reason, you can obtain it even days later. However, it is important that you copy the trap trace immediately. As soon as you have retrieved the trap trace for the first time, the trace buffer is cleared and normal tracing commences.
![Further Hints (Further Hints)](https://class.innovaphone.com/moodle2/filter/wikilink/hints.png)
Tracing encrypted Signalling
In such installations, you can also get traces for trouble shooting (either with text trace or wireshark) and send them to us for analysis. However, as they are encrypted, we cannot read them! (no, there is no manufacturer back-door)
While we usually have no intention to listen to your talks (so SRTP is not a problem), we usually do want to analyze you call signalling. As a result, traces from encrypted communication are useless to us. To circumvent this problem, you must tick the All IPv4 TLS Traffic (or All IPv6 TLS Traffic) check-mark in the tracing page when obtaining traces. This will enclose an uncrypted copy of the trace signalling data.
![screenshot.png](https://class.innovaphone.com/moodle2/filter/wikilink/screenshot.png)
![Screenshot: Encrypted Tracing - Course_Data\Advanced_Operations/tls-tracing.png](https://class.innovaphone.com/moodle2/file.php/701/Course_Data%5CAdvanced_Operations%2Ftls-tracing.png)
If you want to see the encrypted signalling messages in Wireshark, you can mark a specific packet and apply the
![www.png](https://class.innovaphone.com/moodle2/filter/wikilink/www.png)
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
Wireshark
From V6 SR2, the trace mechanism was greatly enhanced by the
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
![download.png](https://class.innovaphone.com/moodle2/filter/wikilink/download.png)
When the Enable RPCAP check mark is ticked in the
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
Usually, you will also tick All TCP/UDP Traffic and All IPv4 TLS Traffic in the tracing tab, so that Wireshark will capture all network traffic from and to the device. However, wireshark will also capture all other trace information too. Wireshark's advanced filtering and analysis capabilities allow to capture even huge traces in a live system and drill down the information so that the problem reproduced can be isolated from all the irrelevant information. To begin with, try to capture a normal call, then look at Telephony / Voip Calls.
It is generally important to tick the All IPv4 TLS Traffic check-mark, as nowadays, most of the signalling is (or at least should be) encrypted. Setting this option will include the decrypted version of this traffic within the trace. Encrypted signalling traffic traces are useless when it comes to trouble shooting!
Recommended Version
There has been a big wireshark rewrite lately (version 2.x), but at the time of this writing, it is quite buggy still. We therefore recommended to use the last stable version 1.x release (this is the one linked to on our
![download.png](https://class.innovaphone.com/moodle2/filter/wikilink/download.png)
The innovaphone DLL
innovaphone provides a so-called plug-in for wireshark, the innovaphone-dll. This dll provides support for innovaphone trace messages in a wireshark capture.
It is part of the V6 Voice Mail, TAPI, SoftwarePhone, Operator download on
![download.png](https://class.innovaphone.com/moodle2/filter/wikilink/download.png)
![download.png](https://class.innovaphone.com/moodle2/filter/wikilink/download.png)
You must
![screenshot.png](https://class.innovaphone.com/moodle2/filter/wikilink/screenshot.png)
Storing and Consolidating Syslog and Events
Also, in a distributed system such as a VoIP PBX, it is often difficult to determine where the problem actually would be logged. For this reason, it is clearly desirable to consolidate all events, alarms and sylogs to a single place. You can do this by relaying this type of information to a single web server for storage. This will usually be one of your innovaphone devices that has an SSD installed.
Relaying is configured in the
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
This way, all events, alarms and syslog entries are permanently sent to the central device. All events and alarms will show up in the
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
Remote events and alarms are not stored in the Flash memory of the receiving device (i.e. your central event/alarm server). If the central event server is restarted, all remote events are lost. Alarms are retransmitted by the generating device (2 minutes after reboot and every 30 minutes), updating the alarms list on the central device. If you have to reboot the central event/alarm server, make sure to use the Save option to store the Event-list.
CF/SSD or Flash Disk?
- SSD (/drive/cf0)
- Flash Disk (/drive/flash), built-in to the devices.
Older devices only have the CF card (also accessed using the /drive/cf0 path). As the path names suggest, the SSD is meant as the latest-greatest successor and replacement of the CF card.
So then, what is the difference between the SSD and the flash disk?
- SSD is much faster than the flash disk
- SSD is much larger then the flash disk
- SSD can be removed from the device and installed in another device
- the flash disk is cleared when you do a factory reset on the device
For these reasons, the SSD is usually the better choice when it comes to storing files for maintenance purposes (update scripts, firmware files, configuration backups, ...).
Using DHCP for basic Configuration
innovaphone devices thus feature a number of configuration options that can be
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
Generally, when a devices receives an option via DHCP, it overwrites the configuration found in the device itself. This makes it possible to overwrite default options. The options received by DHCP are shown in each devices Current Lease area in the
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
Which DHCP Server to use?
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
Much easier however is to use innovaphone's
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
Running a "private" DHCP Server
In some scenarios, it is not an option to use the innovaphone DHCP server as a replacement for an existing DHCP server. Also, sometimes there is no DHCP server available at all and the local network policy does not allow a DHCP server to offer IP leases in the network.
In such cases, the innovaphone DHCP server can be used to serve innovaphone clients only. This is enforced by setting the Reserved and same Vendor Clients only check mark on the IP4/ETH/DHCP tab of the device running the DHCP server. As innovaphone clients (e.g. phone) will by default wait up to 8 seconds for an innovaphone DHCP server lease offer (even if they meanwhile receive another one), they usually do not need to be configured specifically for this to work.
Please note that it is usually not required to set the Server Identifier or Selected Server only field.
How to find correct option values
To help with this, you can have a look at the
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
To find out the right settings, you would thus
- turn off DHCP client mode in the phone (to make sure there are no settings received with DHCP)
- configure the phone according to your needs using the phone menus or the web user interface
- copy the DHCP option values from
Phone/State/DHCP-Options to your DHCP option settings
It is also possible to use
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
The vendor class identifier and the vendor options can be entered as character strings or in hex representation.
Creating Announcements
There have been a number of methods to create audio files for announcements, including /DRIVE/CFX or the softcod.exe utility. However, the only recommended method now is the audio converter
![link_intern.png](https://class.innovaphone.com/moodle2/filter/wikilink/link_intern.png)
Creating good Source Audio Files for Announcements
For best results, you have to create high quality source (.wav) audio files before conversion.
For quick (and dirty) creation of voice-only announcements, you can simply use the phone and here is how
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
If you need to produce high-quality announcements, here is your source of advice:
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)
However, there are of course also commercial suppliers of high-quality custom announcements. See
![fish-help.png](https://class.innovaphone.com/moodle2/filter/wikilink/fish-help.png)