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Appendix A - Troubleshooting
The Vertex requires five items in order to monitor and report call records on VoIP network packets.
1. The VoIP signaling must be unencrypted, SIP signaling.
The Vertex has no means to decode encrypted messaging
.
2. The VoIP traffic of interest must flow through the Vertex VoIP Bridge Ports.
The Vertex is a passive packet monitoring device that sees only the VoIP traffic flowing through it.
3. The two Ethernet Controllers on the VoIP Bridge Ports must detect they are attached to the network
connection passing through these ports. Both Amber lights must remain steady on.
Since the Vertex Ethernet controllers are in parallel with the network connection, there must be a
carrier wave present for detection. If the two endpoints connected to each side of the Bridge Ports
send continuous Fast Link Pulses, the carrier wave is not present, and detection is not possible.
4. The Gateway Data MAC must be correct to obtain the current time for the call records sent.
The Vertex accesses the National Time Servers using the Data Gateway MAC. If DHCP is
negotiated with the Gateway router, the Data Gateway MAC is known. If the IP address is set
statically, the MAC must be determined.
5. The SIP Gateway MAC entered determines whether calls will be detected as Inbound or Outbound.
The Vertex monitors for SIP Invite packets which indicate that a new call setup is in progress. If the
Invite is sent from the SIP Gateway MAC, the call is detected as inbound. If the Invite is sent from a
MAC other than the SIP Gateway MAC, it reports the call as outbound.
Setup Troubleshooting
►
Vertex Configuration Tool (VCT) will not detect the Vertex hardware.
Solutions
a. Check the Vertex Management Port lights. The amber light must be on and the green light
flashing.
b. Make sure the PC is connected within the same subnet as the Vertex. For example, if there is a
secondary router upstream from the primary router, both the PC and Vertex have to be connected
to the LAN side of the primary router or both connected to the LAN side of the secondary router.
c. Turn off any 3rd party Firewalls on the PC (i.e. Norton, McAfee, Trend Micro, etc.).
d. If DHCP on the router is enabled, re-boot the Vertex hardware in an attempt to negotiate DHCP.
e. If the Vertex is still not detected, try running the VCT on another PC on the network with 3rd party
firewalls turned off. If unsuccessful, go to next step.
f.
Check the router's DHCP table to determine whether the Vertex is listed. If shown, something is
blocking UDP broadcasts. Ping the address listed. If the Ping is successful, go to step "h".
g. If DHCP on the router is disabled, try to Ping the Vertex at the default IP address of 192.168.1.90.
h. If Pinging the device is successful, you may have to use
File/
Location
Manager
in VCT to
communicate. If so, the VCT Wizard will only be usable if the DHCP server uses automatic
allocation, keeping a table of the last IP address the Vertex used. In other words, if the Vertex IP
is assigned a new IP address upon successive reboots, then manual setup will be required.
