State of knowledge

October 2023

In case you experience signaling problems, no or one-sided speech comprehension or poor connection/voice quality when using the softphone function, please proceed as follows to analyze the softphone behavior:

Check version status

Check if all components of your system have the current version of your release. Perform an update if necessary:

Useful articles 

Check if one of the following articles can help: 

Focus on Citrix Virtual Apps or Remote Desktop Services (RDS):

Focus on Smartphone Apps for iOS and Android:

Treatment of abnormalities:

Another source of information can be the following article:

VoIP readiness analysis for complex issues

For a holistic analysis of softphone behavior, a VoIP Readiness Analysis is sometimes essential. Here we work together with external service providers.

Preparation of the analysis

For analysis, you need the following information and data. 

Performing the analysis

  1. The debug logs are limited to the date/time (5min before/after).
  2. Comparing the information in the debug logs with the described actions and observed behavior.
  3. If the point in the debug log has been found and the information does not allow any conclusions, the analysis of the Wireshark trace begins.
  4. Verification of the network traffic in the Wireshark Trace by date/time to further narrow down the events.

What further details and data are required for analysis by estos?

  • Network topology of the environment
    • IP addresses
    • WLAN routers, network routers, and firewalls
    • Computers and virtual machines with details of the software and operating systems used
  • Version information of the estos software components used
  • Used PBX with firmware version
  • Files with a description as an attachment 

In special cases, our support will request additional data if necessary.

Please provide us with all information so that we can help you efficiently and promptly and avoid further inquiries.

Further information

Evaluation of the ProCall Enterprise Server log files mediaav_YYYY_MM_DD_HH_MM.txt

Our October 2023 Tech Essentials LIVE webinar focused on Softphone – mastering technical challenges. We recorded the Tech Essentials LIVE for you as a video:

Softphone – mastering technical challenges

  • Protocol and network analysis
  • Presentation of the procedure with Wireshark
  • Creation of the required log files

Language: German
Duration: approx. 92 minutes

Registration required.

Enter your details to view the webinar recording.