Troubleshooting guide

OmniTouch UC R3.0 – Troubleshooting Guide for IP Softphone
Copyright © 2005 Alcatel, All rights reserved
Edition 3 – Page 3
TABLE OF CONTENTS
1
PRE-REQUISITES AND ARCHITECTURES.................................................................................... 5
1.1 PRE-REQUISITES................................................................................................................................. 5
1.2 ARCHITECTURES ................................................................................................................................7
1.2.1 Two kinds of client .................................................................................................................... 7
1.2.2 Architectures............................................................................................................................. 8
1.2.3 Initialization sequences with IP 4980 Softphone and 4980 Nomadic VoIP............................ 10
1.2.4 Initialization sequences with IP Web Softphone ..................................................................... 11
1.2.5 Processes................................................................................................................................. 11
2 TROUBLESHOOTING ....................................................................................................................... 12
2.1 WHAT MUST BE CHECKED FIRST ?.................................................................................................... 12
2.2 WHAT SHOULD I DO IF PREVIOUS STEP IS OK ? ................................................................................ 13
2.3 CHECKPOINTS .................................................................................................................................. 14
2.3.1 Checking the Quality of Service (QoS) ................................................................................... 14
2.3.2 Checking the Windows Task Manager.................................................................................... 15
2.3.3 Checking the Audio tuning...................................................................................................... 16
2.3.4 Analysing the “Initialisation in progress” state ..................................................................... 17
2.3.5 Checking “abers” and “gaelic” processes............................................................................. 19
2.3.6 Checking settings for IP Web Softphone................................................................................. 19
2.3.7 Checking audio devices........................................................................................................... 22
2.3.8 Checking Nomadic Ghost Z resources.................................................................................... 23
2.3.9 Checking the voice codec........................................................................................................23
2.3.10 Checking the Nomadic gateway.............................................................................................. 24
3 TRACES AND LOG FILES ................................................................................................................ 26
3.1 “PCMM.CFG”.................................................................................................................................... 26
3.2 “ABERS_ONLINE” ............................................................................................................................ 26
3.3 NETWORK PROTOCOL ANALYZERS .................................................................................................. 27
3.4 OTS MAINTENANCE TRACES ........................................................................................................... 28