Have you ever wanted to check out your signaling? Want to try and do some personal troubleshooting? Or do you have a ticket open that requires a PCAP (packet capture)? No matter the situation, the following article describes easy steps you can follow to get your PCAP. The default port for SIP signaling (UDP or TCP) is port 5060; port 5160 can be used as an alternative port for SIP signaling.
Port 5061 (TCP) is used for TLS communications. If you are using TLS our Support Team will be unable to decrypt your packet capture.
For Linux-based systems
Start a trace by running the following command:
tcpdump -s 3000 -w ~/flowroute-{{case.id}}.pcap port 5060 or portrange 10000-35000 tcpdump -s 3000 -w ~/flowroute-{{ticket.requester.first_name | downcase}}.pcap port 5060 or portrange 10000-35000.If you don't have tcpdump, it should be available through your distribution's package manager or from http://www.tcpdump.org/.
Place a test call to reproduce the problem you're experiencing.
Close the trace by pressing CTRL+C.
Compress and attach the resulting file, flowroute-{{case.id}}.pcap, to the ticket so that we can analyze the file to diagnose the issue. This file will be located in your home or ~/ directory.
Compress and attach the resulting file, flowroute-{{ticket.requester.first_name | downcase}}.pcap, to the ticket so that we can analyze the file to diagnose the issue. This file will be located in your home or ~/ directory.
For Windows-based systems
Download and install a network capture tool, such as Wireshark.
Click the Capture menu, and then click Interface.
Select the network interface on which the traffic is being sent and received, and then click Start.
Place a test call to reproduce the problem you're experiencing.
Click the Stop Capture icon on the menu.
Click File, and then click Save As and save the file as flowroute-{{ticket.id}}.pcap.
Compress and attach the resulting file, flowroute-{{ticket.id}}.pcap, to the ticket so that we can analyze the file to diagnose the issue.
Click File, and then click Save As and save the file as flowroute-{{ticket.requester.first_name | downcase}}.pcap.
Compress and attach the resulting file, flowroute-{{ticket.requester.first_name | downcase}}.pcap, to the ticket so that we can analyze the file to diagnose the issue.
Submit your request to Support
In order to achieve faster and more accurate support response please follow our best practices while submitting your request:
Authorization. Supply your account Auth information so that Support can easily locate your account: Email address on your Flowroute Account + Tech Prefix (an 8-digit number that can be located on your Dashboard)
Call Examples. When submitting an issue with calls, always provide us with a call example. A good call example must:
be less than 24 hours old: most of our carriers only store logs for 24 hours and it's critical when the issue requires escalation to external peers.
contain FROM and TO numbers, TIMESTAMP along with TIMEZONE, CALL-ID (you can find "sip_callid" value in CDR Report), the detailed DESCRIPTION of the issue (one-way-audio/dead-air/fast-busy/etc., error-code/message), and any other information you believe can help us to investigate this issue.