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Design & Development Aheeva Education & Certification Services

Design & Development Aheeva Education & Certification Services. Tracing and Debugging. Pre-requisites. Basic knowledge of: Asterisk’s configuration files, Aheeva’s routing scripts building, MySQL database. Companion document: Tracing And Debugging.doc. Introduction.

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Design & Development Aheeva Education & Certification Services

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  1. Design & DevelopmentAheeva Education & Certification Services

  2. Tracing and Debugging

  3. Pre-requisites • Basic knowledge of: • Asterisk’s configuration files, • Aheeva’s routing scripts building, • MySQL database. • Companion document:Tracing And Debugging.doc

  4. Introduction • In this training you will be given introductory steps to debugging Aheeva CCS by • Eliminating false bugs • Identifying the real ones

  5. Agenda • Debugging scenario • What you need to know before you start • AheevaPhone call log • Asterisk call log • AheevaCTI call log • Call recordings

  6. Debugging scenario • In this training exercise we will try to determine whether a given call was • Terminated by one of the two parties (agent or caller), or • The call was dropped.

  7. Before you start • You must hold three elements before you start searching for the possible cause of the problem: when, where, and what • WHEN: The exact date and time when the problem occurred • WHERE: Access to the logs of AheevaPhone, AheevaCTI, and Asterisk • WHAT: A detailed description of the problem

  8. AheevaPhone call log (1/4) • When did the call start? • Locate the start of the call in AheevaPhone log • MSG_TYPE_QUEUE_DISTRIBUTE

  9. AheevaPhone call log (2/4) • When did the call start? Step 2. • Examine the record: • Time when log was written • Thread number • Agent ID • Track number (Asterisk unique ID) • URL • ANI • Date and time when CTI received the call notification

  10. AheevaPhone call log (3/4) • When did the call terminate? Determine if: • The call was terminated in Asterik <MSG_TERMINATE_CALL>, or • The call was terminated by the agent OnBnClickedButtonHangup.

  11. AheevaPhone call log (4/4) • What happened between call start and call termination? • Caller put on hold

  12. Asterisk call log (1/3) • Finding the channel name • Use the track number to locate the start of the call

  13. Asterisk call log (2/3) • Examine the call record: • CHANNAME • TIMESTAMP • ANI • TRACKNUM • RDNIS • DNID • CALLDATE • CALLTIME

  14. Asterisk call log (3/3) • Using the channel name(IAX2/192.168.10.227:4569-3)to search subsequent Asterisk logs: • Displays when call was distributed • Displays bridging of the call • Displays the call being hung up

  15. Call termination • Asterisk sends call termination message to AheevaCTI: MSG_TYPE-TERMINATE_CALL • AheevaCTI forwards call termination message to AheevaPhone

  16. Finding the call recording • Through the CCS Manager locate the recording using the following: • Agent ID • Date and time of the call

  17. Listening to the call recording • Listen to the call: • Did the client and agent ended the conversation normally (said “goodbye” and hung up?) • Was the call suddenly dropped in mid-conversation?

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