Diagnostics
The Diagnostics window shows what the phone and the switch say to each other, as they say it. It is the first place to look when an account will not register or a call will not connect, and the window an IT department will ask you to send.
It opens from Settings → Diagnostics, with the button Open the diagnostics.
It shows every SIP message the phone sends or receives, while it is happening, together with the audio statistics of the calls that are up. It collects only while it is open and keeps nothing after it closes.
SIP
The SIP tab is the log of the signalling.
- Each message is a line with the time (to the millisecond), what it is, and where it went: an arrow pointing right is sent by the phone, an arrow pointing left is received from the server. Under it:
toorfromthe server's address and the transport (for example over UDP). - A message can be expanded to show its headers in full (the third message in the picture).
- Search finds text in the log.
- Clear empties it.
The example in the screenshot is a healthy registration: the phone sends REGISTER, the server answers 200 OK (REGISTER).
Calls
The second tab, Calls, shows quality metrics for each call that is up.
The Diagnostics tab of the settings
Log detail
The drop-down chooses how much the program writes to its log file; in the picture it is Detailed. It takes effect straight away, including on a call that is already up — which is the one you want the record of. The most detailed setting writes down every SIP message. It is large, but passwords are removed from it before anything is written, so the file is safe to send with a support request.
Send a copy to the system log also writes the log to the system's own log, for a machine whose logs are collected centrally. The file below is written either way, and it is the one to attach to a support request.
Files
The tab lists where the program keeps its files and how big each is. On macOS:
| File | Where | Holds |
|---|---|---|
| Settings | ~/Library/Preferences/ai-softphone/settings.json | The settings. Never passwords or tokens. |
| Database | ~/Library/Application Support/ai-softphone/ai-softphone.db | Contacts, history, transcripts and write-ups. |
| Recordings | ~/Library/Application Support/ai-softphone/recordings | The audio of the recordings. |
| Log | ~/Library/Logs/ai-softphone/ai-softphone.log | The log. |
Under the list, Open shows the log and Clear empties it. Clear the log just before you reproduce a problem; clearing cannot be undone.
What to send to support
- Set Log detail to the most detailed level.
- Press Clear, then reproduce the problem.
- Send the log file, or open Settings → About, write to us there and tick Attach the log — see About.
For a problem with registration or a call, also send the lines of the failed attempt from the SIP tab.
The part of the program behind all this — the SIP trace, the media statistics and the counters — can be switched off in Modules (Diagnostics).