Diagnostics

The Diagnostics page helps you understand and fix an incident without access to the server.

Health

The state of the installation: installed version, telephony server (responding or not, calls in progress), database, last call received, abandoned webhook deliveries, status of customer trunks.

When a new version is available, the health section says so (“update available”). It is installed on the server, by whoever administers it (apt upgrade): the portal does not install it itself.

• Re-register restarts a trunk; its status updates in a few seconds.
• Reload configuration reloads the telephony server’s configuration for the whole installation, without cutting calls in progress.

Live calls

Calls across the whole installation: customer, caller, called party, status. Hang up ends a stuck call. A customer’s call log shows, for each past call, its Trace: who hung up, who it was connected to, the media.

Live capture

To understand a failing call or a phone that does not register: choose the customer, Start the capture, then place the call or restart the phone. The SIP messages and telephony server logs that concern this customer are shown as they arrive, for five minutes at most. Stop ends the capture, Download saves the text to pass on to support. Nothing is kept on the server; each capture is recorded in the audit log.

SIP ladder draws the SIP messages as a ladder diagram: one column per address (FreeSWITCH and its peers: phones, trunk), one arrow per message, in red for a failure (4xx, 5xx, 6xx). Pick a dialog to follow a single call or registration; click an arrow to read the whole message. Download the pcap gives a file to open in Wireshark (Telephony, SIP Flows): the messages are as FreeSWITCH sent or received them, already decrypted for TLS; the IP and UDP or TCP headers are rebuilt, and the media (RTP) is not included.

Restart FreeSWITCH

As a last resort (operator admin only). By default, the restart waits for calls in progress to end and refuses new ones meanwhile; tick Right now, cutting ongoing calls to cut calls in progress. The server is back in about a minute.

Audit log

The Audit log page shows who did what, when and from where: sign-ins (successful and denied), creations, changes, diagnostic actions. Filter by action (start of the name: utilisateur., connexion) or on denials; click an action for its details. Entries can be neither changed nor deleted. Everyone sees their organization and what depends on it: the operator everything, a reseller its customers, a customer admin their company.

Banned IP addresses

After too many failed SIP registrations from an address (a misconfigured phone, or a bot looking for passwords), the address is banned for SIP and RTP only: the portal stays reachable. The ban ends on its own.

The list shows the reason, the account and the device involved: a misconfigured softphone at a customer blocks their whole site, and the diagnostics show it. Unban lifts the block right away, once the device is fixed.

Ban an address bans it by hand, for the duration chosen (the one in the settings by default): a bot spotted in the capture, a device to cut off. An address in the allow list or of a trunk cannot be banned.

Ban settings: number of failures, window and duration (by default 10 failures in 5 minutes, banned for one hour), and an Allow list of networks that are never banned. Trunk networks, addresses with a registered phone and those of a recent portal sign-in are already spared.

Support access

The vendor’s support team has an account on your instance, but it is closed by default: it only gets in if you open it. An admin of your team chooses a duration (from 4 hours to 7 days), then Open access; Close access cuts it at once. When the time is up, it closes by itself. Openings, closings and every action of the support team are in the audit log.

On the machine, the command centrex acces-assistance ouvrir|fermer|etat does the same.