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2005 AudioCodes Ltd.

All rights reserved.


Support Training Department 2007
AudioCodes Diagnostic Tools
Version 5.2
Module Objectives
Troubleshoot AudioCodes products using the relevant tools from the variety
of available utilities.

Correctly report a problem to AudioCodes support department

Upon completion of this module you will be able to
perform the following tasks:
Troubleshooting Guide Lines
Understanding the problem

Collecting data

What are the expected results?



What are the actual results?

Understanding the Problem
Collecting Data
Test setup
(hardware, call direction, etc.)
Uploaded ini file
Syslog
(decent syslog server without missing
messages)
Unfiltered wireshark
Advanced (per request):
PSTN traces
PSTN problems
DSP traces
problems related to voice quality,
modem\fax, tones, DTMF etc.

The ini File
Must be added to every support request

Can be downloaded from the Web Interface (Advanced Configuration->
Configuration File)

There is no need to use the Complete ini file; all information can be
obtained from the regular ini file

Includes information on the software version, networking parameters
and the configuration of the gateway

When a parameter doesnt appear in the ini file it indicates that it
received a default value
Agenda
Syslog

Network monitors (Wireshark)

Debug Recording

Command Shell

CPT Wizard

DSP Core Dump
Chapter I

AC Syslog

AC Syslog
Q: What does ACSyslog application is used for?
A: The ACSyslog application is used to collect the trace messages that
are sent by the gateway and send them as txt file.

Syslog Definition:
The Syslog is a collection of error messages, warning, and/or other
system messages that are sent to a central server using UDP port 514.
Syslog protocol is defined in the IETF RFC 3164 standard.
AC Syslog Configuration
Set Log File Name
Enabling Syslog Server
Note: Enter the IP address of your Syslog server
(PC where the Syslog installed)
[Syslog]
SyslogServerIP = 10.2.0.136
EnableSyslog = 1
SyslogServerPort = 514
Enable SIP Traces
Always set the debug level to 5 if debug traces are needed
GwDebugLevel = 5
Remember to turn off after troubleshooting.

Via Web Interface
Protocol ManagementAdvanced ConfigurationMGCP Debug Level = High

Via ini File
When enabling MGCP/MEGACO traces via ini file the traces are available from startup.

EnableSyslog = 1
SyslogServerIP =
MGCPDebugMode = 4


Enable MGCP / MEGACO Traces
Online Syslog - Web
Should only be used for simple debugging
Doesnt include the IP address of the gateway
Misses messages

Syslog Call Example
IP addresses are 10.33.45.xx

MP1 (.72) (IP) TP1 (.65) (ISDN) TP2 (.69) (IP)
MP2 (.61)
Traces\sip_mp-tp-mp.log
Syslog Applications
Examples of Syslog servers available as shareware on the Internet:

Kiwi Enterprises: http://www.kiwisyslog.com/
The US CMS Server: http://uscms.fnal.gov/hanlon/uscms_server/
TriAction Software: http://www.triaction.nl/Products/SyslogDaemon.asp
Netal SL4NT 2.1 Syslog Daemon: http://www.netal.com
Wireshark cyclic buffer

Chapter II

Network Monitors
(Wireshark)

Wireshark Network Monitor
Q: What is Wireshark application used for?
A: Wireshark is a free network protocol analyzer for
Linux, Unix and Windows.
It allows you to examine data from a live network
or from a capture file on disk.
You can interactively browse the capture data,
viewing summary and detail information for each packet.
Network Monitors Applications
Use hub or port mirror
Unfilttered
Plugins
The Wireshark plugins were tested with Wireshark
version 0.99.4

WinPcap Application
WinPcap is an architecture for packet capture and
networkanalysis for the Win32 platforms.
It includes a kernel-level packet filter, a low-level dynamic link
library (packet.dll), and a high-level and system-independent
library.




http://winpcap.mirror.ethereal.com/
Wireshark Capturing Packets
Main menu: Capture Interfaces
Select the network interface that is currently being used by the PC
Wireshark Capturing Packets (Cont.)
Select the Display options and press Start
Wireshark Filters
Filter specific addresses or / and protocol
For example: sip and ip.addr==10.33.6.100
Select a specific field on Packet Details and apply it as a filter
Wireshark Coloring Rules
Different colors can be assigned for each protocol for better
visualization.
The Coloring list is processed until a match is found, therefore place
general rules (like TCP and UDP) at the bottom of the list.
Wireshark Generating Call Flow

Visual representation of different calls
Main menu: Statistics VoIP Calls
Wireshark Playing RTP Stream

From Wireshark version 0.99.4
Play back G.711 conversations
Main menu: Statistics VOIP Calls
Wireshark Analyzing the RTP Data

Wireshark can be used to analyze the RTP data stream and extract the
audio from the data packets (only for G.711).
Main menu: Statistics->RTP-> Stream Analysis menu item
Wireshark Extracting the Audio

Save the audio payload of the RTP stream to a file.
Save Payload as a .pcm file
Select the forward option
Can be played using programs such as CoolEdit



Wireshark Call Example
MP1 (.100) (IP) MP2 (.101)

Traces\Basic analog call.pcap


MP1 (.100) (IP) TP (.179) TP
(.179) MP2 (.101)

Traces\Basic MP to MP via TP call.pcap

Chapter III

Debug Recording

What is Debug Recording
Q: What is Debug Recording used for?
A: The Debug Recording (DR) mechanism is used to capture:

- Media streams (such as RTP and T.38)
- Networking streams (such as HTTP)
- Signaling traffic (such as SIP, MGCP and ISDN)
- Other internal board information (such as DSP Events).

DR is relevant from version 5.2 and is used instead of the
obsolete mechanisms that were used prior to this version to
collect DSP / TDM and PSTN traces.


The Main Advantages of DR


Can be used to record all IP traffic that is sent / received from / by
the gateway

Can be used to record the actual messages that are exchanged
between the gateway and the PBX/PSTN switch

Can be used to record the actual voice signal that arrives from the
TDM (before it enters the DSP)

Can be used to record network traffic in environments in which hub /
port mirroring isnt available

Can be used to record internal traffic between two endpoints on the
same gateway
Collecting DR Messages


The client that is used to capture the DR packets is the open source
Wireshark application.

AudioCodes proprietary plugins (supplied in the software kit) must
be placed in the 'plugin' folder of the installed Wireshark version
(typically, c:\Program Files\WireShark\plugins\xxx\, where xxx is the
installed version).

The plugins were tested with Wireshark version 0.99.4

Use the following filter ACDR or udp.port==925 to view the DR
messages that are sent by the gateway.
Activating the DR


Start a CLI management session (via the FAE page)

At the prompt, type DR to access the DebugRecording directory.

At the prompt, type STOP to terminate all active recordings, if any.

At the prompt, type RTR ALL to remove all previous recording rules.

At the prompt, type RT ALL to remove all DR targets (i.e., client IP
addresses) from the list.

At the prompt, type AIT <IP address of the target> to define the IP
address of the PC (running Wireshark) to which the gateway sends
its debug packets.
Record Media Streams


Records:
Internal DSP packets and events
PCM - voice signal that arrives from the TDM (before it enters the DSP)
RTP, RTCP, T.38
syslog
GW is sending DR packets to external IP
IP
Record Media Streams (cont.)


AddNextCallTrace records the next media calls.
AddTrunkBchannelTrace records media calls according to trunk and
B-channel.
AddChannelIdTrace records media calls according to CID.
To record all media traffic (including PCM) of the next call enter:
ANCT ALL-WITH-PCM 1
At the prompt, type START.

Note that currently PCM record on MP is available only on version 5.0
DR on internal MP call See Trace Files:
Record Media Streams (cont.)


RTP/PCM
Use filter rtp and acdr
Record PSTN Messages
Records ISDN, CAS or SS7 messages that are exchanged between the
gateway and the PSTN/PBX switch.

First enable PSTN traces; via cmd shell enter:
pstn
PstnCOmmon
PstnSetTraceLevel <TrunkId> <BChannel> <TraceLevel>
For example, to enable PSTN traces on the first trunk: PstnSetTraceLevel 0 -1 1

For SS7 only, set the Trace Level of the SNs and Links tables to 1.

At the prompt, type AddPstnSignalingTrace <packet type - ISDN, CAS, or
SS7>. For example, APST ISDN.

At the prompt, type START.
PSTN Trace with DR See Trace Files:
Record PSTN Messages (cont.)
ISDN call flow can be viewed using the filter: acdr and q931

Record PSTN Messages (cont.)
The trace can also be
converted to a graph:
Statistics->VoIP Calls
Record Control Messages
Records SIP, MEGACO, MGCP or TPNCP messages.

AddIPControlTrace TracePoint ControlType

Trace point (not relevant to SIP):
Net2Host = Inbound non-media traffic
Host2Net = Outbound non-media traffic

ControlType: SIP, MEGACO, MGCP or TPNCP

At the prompt, type START.
Record IP Traffic


Used to record IP streams that are not associated with media or control.
Such as HTTP and SCTP.

Format: AddIPTrafficTrace TracePoint PDUType SourcePort DestPort

Trace Point: Net2Host or Host2Net
PDUType:
UDP, TCP, ICMP or IPType#
Any other protocol type (as defined by
http://www.iana.org/assignments/protocol-numbers).
A = All traffic types.
SourcePort: datagrams source port number (or A for all ports).
DestPort: datagrams destination port number (or A for all ports).

To record SCTP traffic:
aiptt n2h 132 a a
aiptt h2n 132 a a
DR General Notes


PSTN, DSP, Control and IP recording can be performed
simultaneously

All DR rules are deleted after the gateway is reset.

Save the information that was captured in Wireshark and send it to
AudioCodes.

DR recording must only be used for debugging purposes. On normal
operation (if not requested differently from AudioCodes support) DR
should be disabled.

To stop the DR, enter the command STOP in the command shell
Chapter IV

Command Shell

Command Shell
Q: What is Command Shell application used for?
A: The Command Shell is primarily used for debugging
purposes and to obtain various information about the gateway.
For example, to check PSTN clocks synchronization.

Accessing the Command Shell via Web

Type the ip_address /FAE in the address fields of your web browser.
Accessing the Command Shell via Telnet
Enable the Embedded Telnet Server:
When using the ini file, set the parameter TelnetServerEnable to 1
(standard mode) or 2 (SSL mode).
When using the Embedded Web Server, set the parameter Embedded
Telnet Server to Enable (Unsecured) or Enable Secured (SSL) and save
the changes so they are available after a power fail.

Reset the gateway.

Use a standard Telnet application to connect to the gateways Embedded
Telnet Server. Note that if the Telnet server is set to SSL mode, a special
Telnet client is required on your PC to connect to the Telnet interface over a
secured connection.

Login using the same username (default Admin) and password (default
Admin) you use for the Embedded Web Servers Administrator level.
Accessing the Command Shell via RS-232
Can be used when the gateway cannot be accessed via IP

Connect the RS-232 port to your PC

Use a serial communication software (e.g., HyperTerminalTM) with the
relevant communications port settings (according to the gateway).

Commands Shell and Passwords
There are three groups of commands:

Commands that are always available

Advanced commands.
To enter this mode type: AdvancedMode.
Use 'ADVancedmode OFF to return to normal mode.

Commands that are locked by password. The password is calculated by
AudioCodes FAE from the IP address of the gateway.
To enter this mode type: PW xxxxx
Were xxxxx is the password.
Use PW OFF to return to normal mode.

Command Shell Syntax
Command line syntax is:
[Command Name] <Parameters>

Enter h at the CLI prompt for help on global commands and enter h
<command name> for information on a specific command.

Use two consecutive dots (i.e., ..) to access a higher directory level.

You can use the upper case of each command / directory as a shortcut. For
example, enter CONF instead of CONFiguration and GPD instead of
GetParameterDescription.

How to Get the Gateway's Exceptions
When the gateway resets itself during operation without an explicit
command from the user, an exception is burned to Flash. This exception
can be viewed in the syslog server immediately after the gateway starts
up and can be retrieved from the command shell using the following
procedure:
Access the FAE page (xx.xx.xx.xx/FAE)
On the left hand menu press Cmd Shell
In the Command Line type the following commands
BSP
EXC
EI
PH
PSTN Clock Synchronization
Several problems (such as, echo, fax and modem failures) can be caused
if the E1/T1 clocks arent synchronized.
To verify if the clocks are synchronized, use PSTN Performance Monitoring (PM).
Note that PM is enabled by default.
Access the command shell
In the Command Line type the following commands
AdvancedMode
Cd PSTN
Cd Physical
PstnGetPerformanceMonitoring trunknumber 0 send the results to
AudioCodes (for example, PstnGetPerformanceMonitoring 1 0)
Chapter V

Call Progress Tones
Wizard
What is the CPT File
The Call Progress Tones (CPT) configuration file is a binary file
(with the extension dat) which contains the definitions
of the Call Progress Tones (levels and frequencies) that are
detected / generated by the gateway.

Most common tones are:
Dial tone
Ringback tone
Busy tone
Reorder Tone

Tones_File Example.ini
CPT Wizard
Q: What is CPTWizard used for?
A: The Call Progress Tones wizard helps detect the Call Progress Tones
generated by your PBX (or telephone exchange).
The software automatically creates a basic Call Progress Tones: ini file.
AudioCodes
MP-11x FXO
2 Analog
Line
IP Network
PBX
Note: The version of the CPTWizard must match the software version of the
gateway.


Getting Started with the CPT Wizard
To use this wizard:

Connect the MediaPack/FXO gateway to your PBX with two
physical phone lines

To install the CPTWizard, copy the files from the supplied installation
kit to any folder on your PC.

The FXO gateway must be configured with factory-default settings
and shouldnt be used for phone calls during the operation of the
wizard.
CPT Wizard- Initial Settings




Execute the CPTWizard.exe file.
Enter the IP address of the MP-11x/FXO.
Select the gateways ports that are connected to your PBX, and specify the
phone number of each extension.
Insert Invalid phone number field, that generates a fast busy.

CPT Wizard - Automatic Mode
Press the Start Automatic Configuration button. The wizard starts the Call
Progress Tones detection sequence (the operation takes approximately 60
seconds to complete)
CPT Wizard - Automatic Mode (Cont.)
Sets port 1 offhook, listens to the dial tone.

Sets port 1 and port 2 offhook, dials the number of port 2, listens to
the busy tone.

Sets port 1 offhook, dials the number of port 2, listens to the
Ringback tone.

Sets port 1 offhook, dials an invalid number, listens to the reorder
tone.
CPT Wizard - Recording Screen
The wizard then analyzes the recorded Call Progress Tones.
4 Call Progress Tones are saved as standard A-law PCM at 8000.
CPT Wizard - Manual Mode
Manual mode enables you to record and analyze tones in addition to those
tones analyzed when in automatic mode.
Converting ini to dat
Convert the ini (text) file to binary mode using the Dconvert software.
Chapter VI

DSP Core Dump
DSP Core Dump
Q: What is a DSP Core Dump?
A: A DSP Core Dump is a file that is created after a DSP restart
occurs (indicated in the syslog). It is used to debug DSP restart
problems.

DSP Core Dump
This option is available:
On version 4.8 from baseline F4.80.052.002
On version 5.0 from baseline F5.00.026.007
On all 5.2 versions (and higher).

The DSP dump file will be replaced automatically (by another DSP
restart event) only after the previous DSP core dump file was
downloaded.

To download the DSP Core Dump file:
1. Access the FAE page.
2. Press the Get DSP MON File link, and download the current Core
Dump file.



Thank you for your time

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