Switchvox - What do I do if my calls stop working?

Start by answering the following questions:

1. Are all users effected?  If not take note of any user that is effected.

2. Can we dial internally( extension to extension ) or reach an IVR?

3. Can we dial outbound successfully?

4. Can we dial an inbound number to the pbx successfully?

Taking samples and debugging

We will need samples of the failed calls with debugging running to determine the cause of failure.  Start the following three debugs:

Packet Capture:

1. Navigate to Server>Diagnostics>Advanced Debugging

2. Select Start Debugging Session

3. Select Packet Capture

4. Set the Duration for any time up to one hour

5. For most Packet captures Capture Only SIP Packets should be set to No

6. Select Begin Debugging Session

Note: The largest packet capture Support can generally use is one hour, but the smaller the packet capture is the easier it will be to diagnose. The recommended length is usually 10 minutes.
 

PRI/BRI Debug:

1. Navigate to Server>Diagnostics>Advanced Debugging

2. Select Start Debugging Session

3. Select PRI/BRI Debug

4. Set the Duration for any time up to one hour

5. Set the Intense Logging to YES

6. Select Begin Debugging Session

Asterisk Command Line Interface:

1. Navigate to Server>Diagnostics>Advanced Debugging

2. Select Start Debugging Session

3. Select Asterisk Command Line Interface

4. Set the Duration for any time up to one hour

5. Set the Verbosity to 10

6. Select Yes for Capture AGI Server Messages

7. Select Yes for Capture IAX2 Messages

8. Select Yes for Capture SIP Messages

9. Select Begin Debugging Session

Placing Sample Calls:

1. Place one call to a local extension.  If the call connects say a few words and end the call.

2. Place one call outbound to an external number.  If the call connects say a few words and end the call.

3. Place an inbound call from an external source such as a cell phone  If the call connects, say a few words and the call.

4. Take notes on the numbers dialed and times the calls were placed for call log referencing when speaking with support.

5. With these three samples call support for assistance determing the cause of any failure.