________________________________________ From: sipx-users-boun...@list.sipfoundry.org [sipx-users-boun...@list.sipfoundry.org] On Behalf Of Gerald Harper [ger...@sustaa.com]
Several people have mentioned that yes, it would be nice to have some diagnostic tools built into sipxecs, but instead of talking about that everyone wants to jump all over someone for not taking snapshots. Trust me when the boss is standing behind you wondering why he can't make a call the last thing any admin worth his salt would be worried about is taking a snapshot, its all about making the damn thing work. Besides I can't tell you how many times I have had a snapshot of a problem only to be told it did not capture the issue. _______________________________________________ Actually, the *entire* suite of diagnostic tools that Avaya people use for commercial customers is included in the open-source distribution: sipx-snapshot, merge-logs, sipviewer, sipx-response-correlator, etc. Some problems can be diagnosed by their symptoms, but many can't. Unfortunately, in the latter case, we don't know of a way to diagnose them that doesn't require a person who is intimately familiar with much of the internals of sipXecs. The tools can make a clear display of the messages in a call, but we've never been able to figure out a way to automatically point out the message where the failure appears, or to track the error in that message back to the original cause. Seriously, I'm one of the sipXecs developers, and I've done customer support for 4 years, and the fastest course to get an ugly problem solved always starts with the admin reproducing the problem, getting a good snapshot of it, and sending it to us. (And you'd be surprised how often we have to yell that to a customer before they take snapshots reflexively rather than sending us an e-mail that contains nowhere near enough information, to which we have to respond "Send us a snapshot", thus delaying the diagnosis by approximately a day. And these are people *paying* for support, mind you!) If you know of any way that one might build an "expert system" that could do this diagnosis directly at the request of the administrator, rather than requiring a trained support person, please tell us about it. After all, in the open source business, one makes money by selling support contracts and not having the customer call you. But from where I stand, a tool that would diagnose messy sipXecs problems without expert human intervention sounds suspiciously like the Turing test. Dale _______________________________________________ sipx-users mailing list sipx-users@list.sipfoundry.org List Archive: http://list.sipfoundry.org/archive/sipx-users Unsubscribe: http://list.sipfoundry.org/mailman/listinfo/sipx-users sipXecs IP PBX -- http://www.sipfoundry.org/
