Team Mate Troubleshooting (Internal)
THIS IS AN INTERNAL ARTICLE
==========================
The contents of this article must not be share with customers, they are intended for internal use only.
1- How to troubleshoot Call Issues with the TeamMate PBX Connector?
TeamMate PBX Connector can be troubleshooted as any other softphone, dropped calls, audio quality issues or any other call issue must follow the same troubleshooting procedure:
- check sip flows (Netsapiens, PortaOne)
- download PCAPs and recordings
- Analyze SIP messages and RTP
- If necessary, run a live sniffer, the filters to use with QoS will be the same as with any other sip device (i.e: 123r@112233).
Even if the cause of the issue is on TeamMate, the troubleshooting on our side should lead us to that conclusion, that's why it is extremely important to do our part.
2- How the MS Teams Built-In softphone gets Registered to Netsapiens?
The MS Teams built-in softphone does not reach Netsapiens directly, all network traffic created by the Teams app is encrypted and sent to the Microsoft cloud platform (Microsoft Azure), from there the registration requests are send to Netsapiens and all SIP dialogues are established. TeamMate infrastructure is also hosted in the Microsoft Azure cloud platform as shown in the following diagram.
To monitor the SIP traffic between Netsapiens and TeamMate (Direct route), you can run a live sniffer using the "device@domain" as filter.
for example setting 102r@277215 in the "header" textbox
After searching for ip address 20.115.6.243 the result indicates "Microsoft Azure" as ISP
Note.
Since the registration requests and all SIP messages come from a server in the Microsoft Azure Network and not directly from the Teams App, end users can logout and even close their Teams app however the sip registration to Netsapiens will be kept active, there is no way for an end user to stop the sip signaling to Netsapiens.
3. What is Direct Routing?
Direct Routing is the connection between the Microsoft Teams platform and Ringlogix Netsapiens PBX, you can think of "Direct Route" as a SIP Trunk between Microsoft and our PBX, in fact what they exchange are SIP messages.
Once a new customer has been created (New Enterprise), Direct Routing is the next step in the provisioning of the PBX Connector integration, the following article describes the process
https://support.ringlogix.com/index.php?/Knowledgebase/Article/View/626/0/5-teammate-setting-up-direct-routing
Common Issues when creating Direct Routes
3.1 The following error message are displayed when trying to create Direct Routes
Unable to setup Primary Voice Route (US East 1) as there are no licenses available to assign to the Direct Routing User
Unable to setup secondary Voice Route (US West) for the Primary Voice Route (US East 1) as there are no licenses available to assign to the Direct Routing User
Those messages are self-explanatory, TeamMate could not find available licenses to be used during the Direct Routing provisioning.
When creating a Direct Route what TeamMate does is, using the previously granted permissions it creates a user which in the Enterprise Microsoft Portal is shown as "Direct Routing User", after that TeamMate assigns an available "MS Teams PHONE STANDARD" license to the new "Direct Routing User", the previous messages indicate that an available license could not be found, if that happen let the customer know that valid licenses are required, the details about licenses requirements can be found in the following link
https://support.ringlogix.com/index.php?/Knowledgebase/Article/View/624/0/1-teammate-pbx-connector---getting-started
3.2 Direct Route not completing
The solution for this issue can be found in the following article
https://docs.connecttoteams.com/en/articles/131-direct-routing-not-completing
There is also a reference to this issue in the article "Setting Up Direct Routing":
https://support.ringlogix.com/index.php?/Knowledgebase/Article/View/626/0/4-teammate---setting-up-direct-routing
4- Issues Causes by the Slow Microsoft Propagation
The slow Microsoft propagation is described in the following article: https://docs.connecttoteams.com/en/articles/12-microsoft-slow-propagation
When working with TeamMate this is what we have observed:
4.1 New PBX Connector Users or licenses added to the Microsoft Admin Console can take up to 48 hours to reach TeamMate cloud servers.
4.2 Modifications to existing Enterprises can also take up to 48 hours to be affective, for example if you mark or unmark the "PBX Music On Hold" checkbox for an existing Enterprise, user may have to wait between 24 hours and 48 hours to be able to listen the new MOH.
4.3 If a user or its calling are disabled, admins must wait at least 15 minutes before enabling it back, if they re-enable it sooner it will cause internal inconsistencies in the user configuration and its TeamMate sip account will not register to Ringlogix. The solution for this issue will be to disable the user or its calling again, wait 15 minutes and enable it back.
4.4 If a license is assigned to a user and almost immediately removed or changed it will certainly cause issues like TeamMate will not register, the dialpad will disappear from the Teams App or outgoing calls will be dropped, to resolve this issue disable only the user's calling (not the user itself), wait 15 minutes and re-enable it.
Here you will find additional information about the effects on removing or changing a license : https://learn.microsoft.com/en-us/microsoftteams/phone-numbers-licensing-changes
To check licenses status, user status and user calling status read the following areticle: https://docs.connecttoteams.com/en/articles/34-understand-the-manage-users-page-disabled-deleted-and-unlicensed-users
5- TeamMate Resources
5.1 Admin Portal:
Used to create new accounts, make modifications, troubleshooting and monitoring: https://service.connecttoteams.com
Enterprise admins, Resellers and Master Resellers have access to this portal.
5.2 Knowledgebase:
TeamMate provides a generic Knowledge base: https://docs.connecttoteams.com
links can be shared with customers
Since our account has been customized some of the articles from the generic knowledge base may not match our portal screens or system options, use the TeamMate knowledge base as a reference.
5.3 Activity Feed (System Logs):
The TeamMate portal keeps a log of the changes made by the Partner, Master Reseller or Reseller, it can be found on the left menu panel -> "Reports"
5.4 Status Page:
Is a portal where TeamMate indicates the running status of the services they offer and past incidents, it is an internal "downdetector"
https://teamsconnector.statuspage.io/#
5.5 Ticketing:
To Open a ticket with TeamMate you can use the ticketing portal: https://teammatetechnology.atlassian.net/servicedesk/customer/portals
To create a password, enter your ringlogix e-mail and click "Forgot Password", after receiving your password via e-mail you can use it to have full access.
You can also open and respond tickets via e-mail: support@teammatetechnology.com
although we recommend using the ticketing portal.
When opening tickets the following information must be included,
* Partner Name
* Master Reseller Name
* Reseller Name
* Enterprise Name
* PBX Name (if there is more than one)
* User's e-mail obtained from the TeamMate portal
* Sip account obtained from the TeamMate portal
* Description of the issue and call sample if applicable
The partner, MR reseller, reseller and enterprise names are shown on the top left area of the TeamMate Portal, you can copy/paste them into the ticket.
==========================
The contents of this article must not be share with customers, they are intended for internal use only.
1- How to troubleshoot Call Issues with the TeamMate PBX Connector?
TeamMate PBX Connector can be troubleshooted as any other softphone, dropped calls, audio quality issues or any other call issue must follow the same troubleshooting procedure:
- check sip flows (Netsapiens, PortaOne)
- download PCAPs and recordings
- Analyze SIP messages and RTP
- If necessary, run a live sniffer, the filters to use with QoS will be the same as with any other sip device (i.e: 123r@112233).
Even if the cause of the issue is on TeamMate, the troubleshooting on our side should lead us to that conclusion, that's why it is extremely important to do our part.
2- How the MS Teams Built-In softphone gets Registered to Netsapiens?
The MS Teams built-in softphone does not reach Netsapiens directly, all network traffic created by the Teams app is encrypted and sent to the Microsoft cloud platform (Microsoft Azure), from there the registration requests are send to Netsapiens and all SIP dialogues are established. TeamMate infrastructure is also hosted in the Microsoft Azure cloud platform as shown in the following diagram.
To monitor the SIP traffic between Netsapiens and TeamMate (Direct route), you can run a live sniffer using the "device@domain" as filter.
for example setting 102r@277215 in the "header" textbox
After searching for ip address 20.115.6.243 the result indicates "Microsoft Azure" as ISP
Note.
Since the registration requests and all SIP messages come from a server in the Microsoft Azure Network and not directly from the Teams App, end users can logout and even close their Teams app however the sip registration to Netsapiens will be kept active, there is no way for an end user to stop the sip signaling to Netsapiens.
3. What is Direct Routing?
Direct Routing is the connection between the Microsoft Teams platform and Ringlogix Netsapiens PBX, you can think of "Direct Route" as a SIP Trunk between Microsoft and our PBX, in fact what they exchange are SIP messages.
Once a new customer has been created (New Enterprise), Direct Routing is the next step in the provisioning of the PBX Connector integration, the following article describes the process
https://support.ringlogix.com/index.php?/Knowledgebase/Article/View/626/0/5-teammate-setting-up-direct-routing
Common Issues when creating Direct Routes
3.1 The following error message are displayed when trying to create Direct Routes
Unable to setup Primary Voice Route (US East 1) as there are no licenses available to assign to the Direct Routing User
Unable to setup secondary Voice Route (US West) for the Primary Voice Route (US East 1) as there are no licenses available to assign to the Direct Routing User
Those messages are self-explanatory, TeamMate could not find available licenses to be used during the Direct Routing provisioning.
When creating a Direct Route what TeamMate does is, using the previously granted permissions it creates a user which in the Enterprise Microsoft Portal is shown as "Direct Routing User", after that TeamMate assigns an available "MS Teams PHONE STANDARD" license to the new "Direct Routing User", the previous messages indicate that an available license could not be found, if that happen let the customer know that valid licenses are required, the details about licenses requirements can be found in the following link
https://support.ringlogix.com/index.php?/Knowledgebase/Article/View/624/0/1-teammate-pbx-connector---getting-started
3.2 Direct Route not completing
The solution for this issue can be found in the following article
https://docs.connecttoteams.com/en/articles/131-direct-routing-not-completing
There is also a reference to this issue in the article "Setting Up Direct Routing":
https://support.ringlogix.com/index.php?/Knowledgebase/Article/View/626/0/4-teammate---setting-up-direct-routing
4- Issues Causes by the Slow Microsoft Propagation
The slow Microsoft propagation is described in the following article: https://docs.connecttoteams.com/en/articles/12-microsoft-slow-propagation
When working with TeamMate this is what we have observed:
4.1 New PBX Connector Users or licenses added to the Microsoft Admin Console can take up to 48 hours to reach TeamMate cloud servers.
4.2 Modifications to existing Enterprises can also take up to 48 hours to be affective, for example if you mark or unmark the "PBX Music On Hold" checkbox for an existing Enterprise, user may have to wait between 24 hours and 48 hours to be able to listen the new MOH.
4.3 If a user or its calling are disabled, admins must wait at least 15 minutes before enabling it back, if they re-enable it sooner it will cause internal inconsistencies in the user configuration and its TeamMate sip account will not register to Ringlogix. The solution for this issue will be to disable the user or its calling again, wait 15 minutes and enable it back.
4.4 If a license is assigned to a user and almost immediately removed or changed it will certainly cause issues like TeamMate will not register, the dialpad will disappear from the Teams App or outgoing calls will be dropped, to resolve this issue disable only the user's calling (not the user itself), wait 15 minutes and re-enable it.
Here you will find additional information about the effects on removing or changing a license : https://learn.microsoft.com/en-us/microsoftteams/phone-numbers-licensing-changes
To check licenses status, user status and user calling status read the following areticle: https://docs.connecttoteams.com/en/articles/34-understand-the-manage-users-page-disabled-deleted-and-unlicensed-users
5- TeamMate Resources
5.1 Admin Portal:
Used to create new accounts, make modifications, troubleshooting and monitoring: https://service.connecttoteams.com
Enterprise admins, Resellers and Master Resellers have access to this portal.
5.2 Knowledgebase:
TeamMate provides a generic Knowledge base: https://docs.connecttoteams.com
links can be shared with customers
Since our account has been customized some of the articles from the generic knowledge base may not match our portal screens or system options, use the TeamMate knowledge base as a reference.
5.3 Activity Feed (System Logs):
The TeamMate portal keeps a log of the changes made by the Partner, Master Reseller or Reseller, it can be found on the left menu panel -> "Reports"
5.4 Status Page:
Is a portal where TeamMate indicates the running status of the services they offer and past incidents, it is an internal "downdetector"
https://teamsconnector.statuspage.io/#
5.5 Ticketing:
To Open a ticket with TeamMate you can use the ticketing portal: https://teammatetechnology.atlassian.net/servicedesk/customer/portals
To create a password, enter your ringlogix e-mail and click "Forgot Password", after receiving your password via e-mail you can use it to have full access.
You can also open and respond tickets via e-mail: support@teammatetechnology.com
although we recommend using the ticketing portal.
When opening tickets the following information must be included,
* Partner Name
* Master Reseller Name
* Reseller Name
* Enterprise Name
* PBX Name (if there is more than one)
* User's e-mail obtained from the TeamMate portal
* Sip account obtained from the TeamMate portal
* Description of the issue and call sample if applicable
The partner, MR reseller, reseller and enterprise names are shown on the top left area of the TeamMate Portal, you can copy/paste them into the ticket.
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