Troubleshooting This document outlines some of the potential issues which you may encouter while administering an atech Telecoms installation.

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1 Troubleshooting This document outlines some of the potential issues which you may encouter while administering an atech Telecoms installation. Please consult this document before contacting atech Telecoms support Last updated: 13/09/2011

2 Introduction This document aims to help outline some of the most common issues experienced by atech Telecoms administrators. Each heading in red is a potential issue followed by a list of checks you should perform in order. Requesting Support from atech Telecoms If you are struggling to troubleshoot a problem, you may contact atech Telecoms support who will be able to help you debug the issue and work towards a resolution. If you do not have an active support contract in place, you may be charged for these requests on a perincident basis however you will be made aware of this before any costs are incurred. These charges will be added to your monthly atech Telecoms invoice. To contact atech Telecoms support, you should [email protected] with as much information as possible. Ensure that you include the IP addresses (or resolvable hostnames) of your PBX server and, if different, the server running your management services. Ensure that you have added the atech Telecoms public key to your authorized_keys so we can login to your server (see installation guide for details) Include copy & pasted information from your Asterisk log file to support your case. In many cases we will be able to provide advice based entirely on this and will not need to perform any further investigations on your machines. If you do not provide any log output for us, your case will take considerably more time to investigate. atech Telecoms - Troubleshooting Page 2 of 6

3 Accessing the Asterisk Console During this guide you may see instructions to run commands prefixed with asterisk$. These commands should be executed within the Asterisk console on the appropriate PBX container server. To login to the console: 1. Login to the appropraite PBX container server as root using SSH. 2. Open a connection to the Asterisk console by typing the following: $ asterisk -r In some circumstances, you may wish to open the console with logging enabled. This will output all Asterisk log output into the console which will allow you to see exactly what is happening in real-time. In order to do this, execute: $ asterisk -rvvvv The numbers of v characters you enter will determine the level of verbosity in the log output. 4 is usually enough and displays all the information you need. The Asterisk Log Files Asterisk will log all the information which would usually be available in the console into /var/log/asterisk/asterisk.log and can look in here if you need to find historical data. For more information about log files, please see the installation guide. atech Telecoms - Troubleshooting Page 3 of 6

4 My phone won t register with the PBX server Check to ensure that your phone has been correctly configured to connect to the PBX server. This includes checking the username, password & the hostname of the PBX server. o Your username should always be in two parts seperated by a hyphen the first half is the name of the unit and the second is the username for the extension. o The password is case sensitive so ensure that is has been copied correctly. Ensure that any firewalls allow incoming & outbound SIP and RTP traffic (see the Installation Guide for full details on which ports are required) o Ensure that your configuration applied to UDP rather than TCP traffic. Check that the internet connection where the phone is hosted can connect back to your network and PBX server. o Ensure there are no local firewalls which may be blocking outbound traffic. o If you are using a software phone, ensure that it has been allowed to make outgoing connections on any firewalls running on your computer (e.g. the Windows firewall). Check with the atech Telecoms web interface to see whether or not the phone is registered. This is displayed in the Extensions list. o If the phone is marked as Online, check the phone configuration to ensure that any lines are allocated to the correct account. Check your phone user manual for more information about this process. o If the phone is marked as Offline, continue to the next step. If everything is configured and network connectivity is working, you will need to investigate this by either looking at the logging on the phone or on your PBX server. In most cases, it is usually easier to look at the verbose Asterisk output, by logging into the Asterisk console as defined on page 3. Once you have the console established, you should attempt to re-register the phone (rebooting it is usually quickest) and look for any salient information which will help you track down the cause of the issues. In order to look at which extensions are currently registred, you can execute the command below which will output a full list of extensions along with their remote IP address & port if they have been registered. asterisk$ sip show peers atech Telecoms - Troubleshooting Page 4 of 6

5 I can t make calls outside of my PBX to external numbers calls. I just receive an error tone and no recorded message. Check the number you are dialling is the correct number. Check that the phone you are using has been configured to point to your PBX server and has been fully registered (see above). Check that you have setup an outbound route which matches the number you dialling and ensure that this route is correctly setup to strip or add numbers as appropriate. See the Installation Guide for information about setting up new routes. Check that your outbound route is confiured to point to a peer which allows outbound calls to be routed through them. Check that the upstream/peer IP address has been set correctly. All outbound calls are sent to the Default IP Address for an upstream/peer. Check with your upstream provider to establish whether they have any issues which may be service affecting. The next step would be look in the Asterisk log while making a call. You can do this by opening an verbose Asterisk console as defined on page 3. When you make a call, you will see output outlining exactly what is happening. atech Telecoms - Troubleshooting Page 5 of 6

6 I can t receive incoming calls from any of my incoming numbers. Check the number configured within your Numbers area has been correctly entered in the same format that it is being sent to you by your upstream provider. Check that you have configured an upstream/peer on the container or the unit which includes all the IP addresses which your provider will use to send you calls. Check that your firewall allows incoming connections from your upstream provider and that you can communicate with each other freely. Check that the IP address which you provider sends the call to is correct. Check the Asterisk log to identity any issues. If you find no trace of the incoming call in your logs, you can assume that the issue is: o a communicaiton issue between your provider and your PBX server; and/or o a mistake in the IP address your provider is sending the call to; and/or o a service affecting issue with your upstream provider. atech Telecoms - Troubleshooting Page 6 of 6