1. Troubleshooting VoIP Errors
The purpose of this article is to help with troubleshooting errors encountered while utilizing WIN-911 2021 for VoIP notification. A prerequisite to this article is to review the VoIP Quick Start guide and understand how to configure VoIP within WIN-911 2021. Troubleshooting the issue will likely require opening a case with WIN-911 technical support using the information at the bottom of this article. To prepare for the support case, follow these instructions in this article to turn on debug logging and configure Wireshark.
A. Debug Logging Procedure
The following instructions demonstrate how to turn on debug logging for the Voice module.
1. Go to the path - C:\Program Files (x86)\WIN-911 Software\WIN-911 Enterprise\Voice
2. At the bottom of the list find the WIN911.Notifier.Voice.Runtime.exe.config and open with Notepad
3. Under <appSettings>, "change loggingFlags" from value=”Default” to value=”Debug” as shown
4. Save the file and close it.
5. Open Services and restart the WIN-911 Voice Runtime.
B. Wireshark Setup
The second step in the process for troubleshooting a VoIP connection is to use Wireshark to monitor network traffic and analyze the packets during a call.
2. Choose the network connection that you are using
3. Filter traffic over SIP and RTP by using the following filter "sip || rtp" or you can navigate to Telephony -> VoIP Calls at the top of the screen.
4. There should be traffic after testing a SIP call through WIN-911 (if there is no traffic, WIN-911 is not able to communicate with SIP or the VoIP server)
5. Analyze that traffic and look for any error