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  • 1.  Protocol and Media capture on phone trunk

    Posted 05-17-2017 09:25

    Hello,

     

    Our customer is complaining about voice quality.

    We enable media and protocol capture on the external trunk (a SIP trunk).

    We also enable media and protocol capture on the phone trunk (a WebRTC phone trunk).

     

    When I export and download the captures, i always get following results:

    The phone trunk capture is always completely empty, no packets

    The external trunk capture only shows the SIP signalling packets, no RTP packets

     

    In my understanding, the RTP flow like this:

    SIP Provider --> External trunk --> Phone trunk --> WebRTC phone

    So I should be able to capture and see the media packets?

     

    Maybe there's something in the configuration which is preventing the packets to be captured, but I have no idea what that could be.

     

    Thanks

     

    Steven

     

     

     



  • 2.  RE: Protocol and Media capture on phone trunk

    GENESYS
    Posted 05-18-2017 17:22

    You have to be working with Support to analyze the Media logs (as the PureCloud Resource Center article mentions). The media (RTP) captures are not accessible from your interface.

     

    The Protocol capture is (as you have found) only the SIP packet captures.

     



  • 3.  RE: Protocol and Media capture on phone trunk

    Posted 06-13-2017 11:33

    Media Capture can always be enabled by an Admin.

     

    But my question is: where can we downlaod the media capture file ?



  • 4.  RE: Protocol and Media capture on phone trunk

    GENESYS
    Posted 06-13-2017 13:10

    @Steven Deferme? you cannot. Only Support has access to the captured media files, so you would have to open a case and work with them.



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