Diagnostics for audio issues

To enable Sangoma to work quickly and effectively to helping solve issues it is vital that you can capture as much information as possible. This page describes the information we ask you to capture before submitting a request for help with audio issues.

1. Network description - this should include the following:

   • Vega Gateway model

   • Details of other equipment involved in the call such as IP phones, POTS phones, fax machines or PABXs 

   • Details of PSTN or PBX links

   • IP addresses

   • a network diagram

2. Problem explanation - give a clear description of the problem you're facing:
   
   

   • description of the call set up (e.g. PSTN subscriber A calls IP Phone subscriber B via Vega Gateway and IP PBX)

   • a clear description of the problem (e.g. subscriber B hears noise for 3 seconds at the start of the call. After this period there is two way voice)

   • for echo issues which end is hearing the echo?

   • for one-way audio issues which end has no audio?

   • is the problem on every call?

   • does the problem persist for the length of the call?

   • is it a permanent or intermittent issues

3. pcap traces - provide pcap traces taken from Vega and as close as possible to where the problem is observed

4. Vega Gateway logs - logs from the Vega which may include

   • Vega DSP Tap (100G/200G/400G/4x4/3000G/3050G/60G)

   • Vega Gateway Audio Diagnostics (100G/200G/400G/4x4/3000G/3050G/60G)