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Diagnostics
The Diagnostics tools give you views of the call activity in Switchvox and help you evaluate potential problems:
Connection Status
This tool displays Connection Status information for the following entities connected to Switchvox:
VOIP Providers
SIP Phones
Hardware Devices
Fax Print Jobs
VoIP Providers
This tool lists the following information for each VoIP provider:
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Type
Name of the provider as entered when the provider was created
Host that Switchvox connects to when registering and sending calls
Account ID
Callback Extension that incoming calls are sent to by default
Latency (ms)
State of the connection. This value is Registered when the system is operating properly. If it is not, outgoing calls will fail and incoming calls cannot be received. Here are some common reasons a VOIP provider is in a non-registered state and a resolution:
VOIP provider has just been entered and the registration has not finished yet. Wait a few minutes and then refresh the page.
Username or password are incorrect. Check to make sure you have entered them correctly.
Firewall is not allowing the communication between Switchvox and your provider to flow freely. When you use a SIP-aware firewall, it recognizes the data being sent back and forth. A normal router does not require any special configuration, but a SIP-aware firewall does. Contact the manufacturer of the firewall for details on setting up any necessary routing rules.
SIP Phones
This tool lists all phone Extensions with their respective Caller ID, User Agent, IP Address, and Phone State.
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External Phones. Phones are considered External if they are not on the same network as Switchvox. This generally means they have to connect to Switchvox over the Internet, or they are located on a separately partitioned network. External phones cannot go through the full diagnostics because Switchvox does not have direct access to these phones.
Finding the IP Address of your SIP Phone. To run the diagnostic tool, you need to know the IP address for your phone.
Polycom Soundpoint IP 300/301/500/501/600/601 Each phone is set up to obtain its IP address via DHCP. You can find the IP address of a Polycom phone by pressing the Menu button on your phone. Then, on the LCD screen of your phone highlight "Status..." and press select and then highlight "Network..." and press select again, then highlight "TCP/IP Parameters..." and press select. Now find the line that starts with "IP:" and write down the IP Address.
Sipura ATA. Connect a phone to the jack labeled "Phone 1" on the front of your ATA. Then on the phone dial "****" you will then hear a voice say "Configuration Menu". Then dial "110#" and it will read back the IP address of your ATA.
Hardware Devices
This tool lists all the channels on the hardware devices installed for Switchvox and an alarm state for each.
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The state of these channels, if properly connected, should be No Alarm. If any other alarm state is shown (a RED Alarm or a Loss of Signal), check that the device is plugged into the correct line and that you have the appropriate signaling type selected.
Peered Switchvoxes
This tool lists any peered Switchvoxes with each peer’s Name, Host, Status Details, and available Actions.
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This tool is typically used after creating peered Switchvoxes during setup. If Status Details reports any errors, click the Diagnose icon to execute a diagnosis of the Peered Switchvox. This lists the tests performed and the results (Passed, Failed, Not Tested, and Warning) followed by a comment. You can Return to the Connection Status page, make the correction and repeat the Diagnose action.
Fax Print Jobs
This tool lists the current Print Jobs for faxes. These Print Jobs occur when an extension-owner is creating a fax from his or her desktop computer.
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Current Calls
This tool lists all current calls. It shows the person who called, the person who took the call, the duration of the call (in seconds), the current state of the call, and the provider. You can select the time interval for refreshing the call list. The default is to refresh the list every 60 seconds.
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To hang up on a call, click Hangup, then click Yes, Hangup.
Server Information
This tool displays information about the Switchvox server.
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memory. If memory is over threshold, one option is to turn the system off (wait afew moments), then turn it back on. This normally frees up the memory usage. Another option is to install more RAM. You can also attempt to identify the process that is overloading the memory (call recording, concurrent calls, concurrent conference calls, etc.), and stop that process.
disk. If disk is over threshold, check voicemail, fax, call recordings, and backups to find out what is taking up the disk space.
load. If load is over threshold, check Diagnostics > Current Calls to see if the system is hitting a peak (spike) amount of concurrent calls.
Advanced Server Information. A Switchvox Technical Support representative may ask you check this area for a specific issue. In most cases, you will not need to use this tool.
Disk Usage
Disk Usage has two tabs: Disk Usage and Mailbox Usage.
Disk Usage Breakdown tab
Disk Usage Breakdown gives the percentage that the Disk is full and displays a color-coded bar graph showing the amount of disk space taken by the following:
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For information about disk-space quotas, see General Settings (Setup > Extensions > Manage > Phone and Virtual Extensions > Profile Information > Advanced Options > General Settings).
Mailbox Usage Breakdown Tab
Mailbox Usage Breakdowndisplays Voicemail and Fax usage by extension, including Name, Quota Class, Quota Used, # Of VM, VM Usages, # Of Faxes, and Fax Usage. You can search for an extension by extension number or name.
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SNMP
SNMP (Simple Network Management Protocol) is used to monitor devices on an IP network. If you are not already using SNMP, then you can ignore these settings. If you are already using SNMP, you can monitor the OIDs that the Switchvox agent provides.
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See the switchvox-mib file, or use the OIDs below.
Switchvox OIDs
The Switchvox prefix is .1.3.6.1.4.1.22736.10
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1.3.6.1.4.1.22736.10.8.4 device #1 status
Other OIDs
The Switchvox agent provides some additional OIDs that are not specific to the Switchvox application.
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.iso.org.dod.internet.private.enterprises.ucdavis Linux system OIDs. You can use any OID under this.
Error Logs
These tools are for our customer service representatives to help you with problems you might have with Switchvox. You do not need to use these tools unless we ask you to. The tools included here are simple error logs, advanced error logs, and advanced debugging sessions.
Advanced Debugging
We recommend that you do not use this tool unless you are being directed by a technical support representative. These debugging sessions collect detailed PCAP, PRI, or ACLI information to help you see exactly what is happening in Switchvox. The information can be useful in identifying the source of a problem; however, these sessions place an additional load on Switchvox system resources.
Technical Support
These tools are for Switchvox Technical Support representatives to help you with problems that you might have with Switchvox.
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