Overview
This reference lists the PBX diagnostic tools and the most common admin-level faults, with their likely causes and fixes.
Diagnostic Tools
| Tool | Location | Use |
|---|
| System Logs | Maintenance > System Logs | Daily logs of system activity, SIP and errors |
| Operation Logs | Maintenance > Operation Logs | Who changed what, and when |
| Ethernet Capture Tool | Maintenance > Troubleshooting > Ethernet Capture Tool | Packet capture (.pcap) for registration and audio issues |
| CDR | Reports and Recordings > CDR | Every call attempt, status and duration |
| Trunk Status | Extension and Trunk > Trunk | Registration status of each trunk |
| Extension Status | Extension and Trunk > Extension | Registration and restriction status per user |
Common Issues
| Symptom | Likely cause | Resolution |
|---|
| Trunk unregistered | Wrong credentials or SIP server unreachable | Re-enter credentials and confirm the SIP server with Comms Channel. |
| One-way or no audio | NAT or firewall at the customer site | Capture packets while reproducing the call, and check the firewall allows RTP. |
| Extension can't call out | Outbound call frequency restriction triggered | Edit the extension, open the Security tab and untick Disable Outbound Calls. |
| Outbound calls fail after trunk setup | No outbound caller ID for the user | Set it on the trunk's Outbound Caller ID tab. |
| Call goes out the wrong trunk | Outbound route priority | Reorder routes in Call Control > Outbound Route. |
| DID not matching inbound route | Format mismatch | Capture packets to see the DID format, then adjust the route. |
Steps to Capture Packets
- Go to Maintenance > Troubleshooting > Ethernet Capture Tool.
- Click Start, then reproduce the issue.
- Click Stop, then Download.
- Extract the .tar file and open the .pcap in Wireshark, or attach it to your ticket.
Steps to Escalate to Comms Channel
- Export the CDR for the affected calls.
- Download the system logs covering the time of the issue.
- Attach a packet capture for audio or SIP issues.
- Log a ticket on 1300 044 116 or helpdesk@commschannel.com.au.
Key Notes
| Item | Details |
|---|
| First check | Trunk and extension status |
| Audio issues | Always include a packet capture when escalating |
| Recent changes? | Check Operation Logs for who changed what |
| Firewall | See Yeastar Firewall Rules |
| End-user issues | See Troubleshooting Common Issues in Yeastar Linkus |
