Tech

PCAP made it

Once we have the PCAP, finding a problem is becoming almost a pleasure. Because the files are small, and everything is in the same place. It becomes easy to find jitter problems, missing RTP packets and so on. Last week I saw how another external tool took the PCAP idea to the next level. Using an Ethernet switch with port mirroring, all the traffic that hits the PBX also hits the monitoring server, which also sorts the traffic by calls and then puts them into different files. There were nice logs of SIP packets, RTP analysis and other things you want to know about a call.

A few years ago, we have added PCAP recording to the list of features supported by the Vodia PBX. At that time we were just so sick of going through Gigabytes of Wireshark traces that we just added something in the code that does this job based on the associated call. It would save us a lot of time sipping through endless lists of calls that have been recorded over hours of conversations, literally trying to find the needle in the haystack.

Once we have the PCAP, finding a problem is becoming almost a pleasure. Because the files are small, and everything is in the same place. It becomes easy to find jitter problems, missing RTP packets and so on. Last week I saw how another external tool took the PCAP idea to the next level. Using an Ethernet switch with port mirroring, all the traffic that hits the PBX also hits the monitoring server, which also sorts the traffic by calls and then puts them into different files. There were nice logs of SIP packets, RTP analysis and other things you want to know about a call.

There is only one problem when using the port mirror method: Encrypted calls will be invisible there. Because the TLS traffic cannot be intercepted by the monitoring device, it will not be able to figure out which RTP packets belong to which call, and thus not be able to put the whole call together. The PBX can do that, because it has the cryptographic context.

The disadvantage of the PBX recording all the PCAP is performance. It simply takes additional CPU horse power to write the files. The decoding is not so much a problem as it has to be done anyway. But the writing to the file system causes the system some extra work. Compared to the call recording this causes less work, because the PBX does not actually have to look into the media packets.

I can think about two things that the PBX could have in the next version. The first thing is to automatically delete the PCAP files after so-and-so many days, simply to make sure that the system is not eventually running out of disk space. The other thing is to make the PCAP files accessible from the web interface, possibly linked to the CDR records.

Latest Articles

View All

How A Call Center Works (and How to Make It Work for Your Business) Easy on Hold and Vodia

Even with so many ways to engage with a company or brand, including and particularly social media, today’s customers still prefer voice to connect with your business. So, the phone remains a core component of the customer experience, but many call centers are unaware 86 percent of their customers experience significant hold time when they do call. This is where high-value queues and on-hold content can vastly improve the customer experience.

March 9, 2022

VODIA COMMITS TO SUPPORTING AVAYA PHONES

“We are the perfect solution for Avaya customers,” said Kyle Asbury, Director, Sales and Marketing, Vodia. “If you stay with Avaya, we’ll support you; if you want to go with another brand, we can help you migrate to both another IP phone brand and to our best-in-class, feature-rich, easy-to-deploy, robust and secure cloud PBX.”

March 9, 2022

ALL I NEED IS A COMFY CHAIR AND AN OUTLET: REMOTE WORK HAS BECOME “THE NEW NORMAL”

Another factor driving hybrid and remote work is inflation, 9.1 percent in the USA as of July 2022, while many economists are pricing in a recession for the euro zone either later this year or in 2023, with inflation in the zone forecasted at 8.3 percent for this year. With the price of goods and services lofted skyward by inflation, and the average price of a gallon of gas across the USA above $4.00 per gallon, working from home gives Americans the chance to reduce the amount of money they spend on commuting and meals and other incidental costs related to working on-site every day.

March 9, 2022