Design & Development

Aheeva Education & Certification Services

Tracing and
Debugging

© 2000-2007 Aheeva Technology. All rights reserved

1
 Pre-requisites

‰Basic knowledge of:

‰Asterisk’s configuration files,
‰Aheeva’s routing scripts building,
‰MySQL database.

‰Companion document:
Tracing And Debugging.doc

© 2000-2007 Aheeva Technology. All rights reserved

Introduction

‰In this training you will be given

introductory steps to debugging Aheeva
CCS by
‰Eliminating false bugs
‰Identifying the real ones

© 2000-2007 Aheeva Technology. All rights reserved

2
 Agenda

‰Debugging scenario
‰What you need to know before you start
‰AheevaPhone call log
‰Asterisk call log
‰AheevaCTI call log
‰Call recordings

© 2000-2007 Aheeva Technology. All rights reserved

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.

© 2000-2007 Aheeva Technology. All rights reserved

3
 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

© 2000-2007 Aheeva Technology. All rights reserved

AheevaPhone call log (1/4)

‰When did the call start?

‰Locate the start of the call in
AheevaPhone log
‰MSG_TYPE_QUEUE_DISTRIBUTE

© 2000-2007 Aheeva Technology. All rights reserved

4
 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

© 2000-2007 Aheeva Technology. All rights reserved

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.

© 2000-2007 Aheeva Technology. All rights reserved

5
 AheevaPhone call log (4/4)

‰ What happened between call start and

call termination?

‰Caller put on hold

© 2000-2007 Aheeva Technology. All rights reserved

Asterisk call log (1/3)

‰Finding the channel name

‰Use the track number to locate the start of the
call

© 2000-2007 Aheeva Technology. All rights reserved

6
 Asterisk call log (2/3)

‰Examine the call record:

‰ CHANNAME
‰ TIMESTAMP
‰ ANI
‰ TRACKNUM
‰ RDNIS
‰ DNID
‰ CALLDATE
‰ CALLTIME

© 2000-2007 Aheeva Technology. All rights reserved

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

© 2000-2007 Aheeva Technology. All rights reserved

7
 Call termination

‰Asterisk sends call termination message

to AheevaCTI: MSG_TYPE-TERMINATE_CALL
‰AheevaCTI forwards call termination
message to AheevaPhone

© 2000-2007 Aheeva Technology. All rights reserved

AheevaCTI call log

© 2000-2007 Aheeva Technology. All rights reserved

8
 Finding the call recording

‰ Through the CCS Manager locate

the recording using the following:

‰Agent ID
‰Date and time of the call

© 2000-2007 Aheeva Technology. All rights reserved

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?

© 2000-2007 Aheeva Technology. All rights reserved