When a call goes bad, support finally gets the right data
Audio issues are hard to explain and even harder to reproduce. MaxiPBX collects useful metrics on the application side, links them to the PBX and gives support a usable call trace.
User-initiated diagnostics
From the application, the user can start a collection, make test calls, stop the collection and send the report to support.
- Clear states in the application: starting, active collection, stopping and sending
- WebRTC metrics: packet loss, jitter, latency, approximate MOS and codec
- Version information, platform, audio devices and call events
- Secrets and sensitive identifiers excluded or masked before sending
Escalation to PBX then ControlPlane
The PBX enriches the diagnostic with its context before transmitting it to the support portal.
- Tenant, user, collection period and sampled calls
- Quality summary, severity and downloadable artifacts
- Sessions strictly isolated by customer and tenant
- Support Diagnostics page to filter, open and analyze sessions
Call trace from the CDR log
A call must retain a minimum of information visible at all times: direction, status, duration, source, destination, start and end.
- Call summary available even without historical PCAP
- Visual timeline of the call's journey
- Correlation link to collected diagnostics
- Telephony events and related artifacts when available
Network captures on demand
When you need to reproduce an issue, the administrator can trigger a short or long SIP/RTP capture depending on the need.
- Configurable captures: a few minutes, one hour, six hours or twenty-four hours
- Triggering from the PBX admin or from ControlPlane
- Authenticated download and capture status visible
- Capture from now on, without promising to reconstruct a past call
Frequently asked questions
Does MaxiPBX record all calls in PCAP?
No. A network capture is triggered when you want to diagnose an issue. However, the call log retains essential call information.
Can a user see that the diagnostic is running?
Yes, the application must clearly display the diagnostic state: starting, active collection, stopping and sending to support.
Do diagnostics contain passwords?
No. Secrets, tokens and sensitive identifiers are excluded or masked before transmission.
A recurring audio issue with a customer?
Start a clean collection, reproduce the issue and support receives the elements needed to analyze.