State of knowledge

October 2020

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: 

Another source of information can be the following article:

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.