State of knowledge

May 2021

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: https://www.estos.com/service/download

Useful articles 

Check if one of the following articles can help: 

  1. Overview SIP telephone systems for ProCall Softphone – compatibility list
  2. Quality of Service (QoS) settings for real-time communications with ProCall Enterprise
  3. HD Voice/HD Telephony with ProCall Enterprise SIP softphone functionality
  4. Useful information about STUN/TURN for the use of audio/video and softphone with ProCall Enterprise
  5. Best Practice: Setting up UCServer for ProCall Mobile Apps
  6. How to select and test audio devices and video devices for ProCall
  7. Checking the recording/playback of audio devices
  8. Connect Jabra Evolve 65 headset correctly via Jabra Link 370
  9. Checklist: Softphone Installation
  10. Very low speech volume via the Jabra Engage 65/75 headset

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

  1. ProCall 7 Enterprise for Citrix Virtual Apps (XenApp/XenDesktop)
  2. Setup: enable audio/video communication with Remote Desktop Services (RDS)

Focus on Smartphone Apps for iOS and Android:

  1. Poor call quality, echo, the other party is too quiet on Android devices.

Treatment of abnormalities:

  1. Error message "Connection timeout"
  2. No dial signal/busy tone for softphone
  3. Call forwarding for softphone is not displayed on the client
  4. Call forwarding for softphone is not set in the telephone system
  5. Delayed audio throughput on SIP softphone lines
  6. Retrieving ProCall Enterprise client WebRTC statistics information
  7. Increase the number of WebRTCTrace files
  8. Audio gaps with increasing call duration – switch UC Media Server jitter buffer operating mode
  9. Softphone line: WebService/Audio relay service not available

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.