System Tools and Troubleshooting

This article covers the diagnostic tools available in UCBC for finding out what's actually happening on your system right now, and for digging into a problem after the fact: Log Viewer, Device Logs, Emergency Call Logs, Email Queue, Active Calls, Registrations, SIP Status, and Packet/Event Capture.

Use this as a troubleshooting map: find the symptom below and go to the matching tool first.

Log Viewer#

What it shows: raw log output from several sources, in one viewer — UCBC's own call-processing log, system activity logs (platform login activity, auto-block activity), and database logs.

How to use it:

1. Go to Log Viewer.
2. Choose a Log Source from the dropdown — grouped into Call Processing, System Activity, and Databases.
3. Optionally enter a Filter word to only show matching lines.
4. Optionally check Line Numbers or Sort Descending (newest first).
5. Choose how many lines to Display.
6. Click Update.
7. Click Download to save the full log to a file instead of just viewing a slice of it.

When to use it: this is your first stop for "something went wrong a few minutes ago and I need to see what happened." Use the Call Processing log for call-processing errors, Platform Login Activity to check who logged into the admin portal and when (including failed logins), and the Auto-Block Log if you suspect an IP is being automatically blocked for too many failed login/registration attempts.

Log Retention: if you have access to this setting, there's a Log Retention panel on this page that can automatically delete logs older than a set period (weekly/monthly/quarterly/etc.) on a schedule. This is a one-way, irreversible cleanup — only enable it if you're sure you don't need older logs kept.

The Log Viewer screen

Screenshot needed · log-viewer

Device Logs#

What it shows: a record of phones and devices requesting their configuration (provisioning) from the system — useful for confirming whether a phone has actually talked to the server recently, and what it asked for.

How to use it: go to Device Logs and search/sort the list; each entry can be opened for more detail.

When to use it: when a desk phone won't pick up its configuration (wrong ringtones, missing extension, etc.), check here for its most recent provisioning attempt. If there's no recent entry at all for that device, the phone likely isn't reaching the server's provisioning URL — check its network connection and provisioning settings before looking anywhere else.

Emergency Call Logs#

What it shows: a log of emergency (911/E911) calls placed through the system, with call detail and, if your account has permission, access to the call recording.

How to use it: go to Emergency and review the list; search narrows it down.

When to use it: to confirm an emergency call was placed correctly, review what location/number information was sent, or produce a record after the fact.

Email Queue#

What it shows: system-generated emails (such as voicemail-to-email, fax-to-email, or invoice/receipt emails) and their delivery status.

How to use it:

1. Go to Email Queue.
2. Review the list — each entry shows the recipient, subject, status, and retry count.
3. Select an entry and click Resend to try sending it again, or Delete to remove it from the queue.

When to use it: when "I never got my voicemail email" or "the fax didn't arrive by email" — check here first to see if the system actually tried to send it, and what the failure was, before assuming it's a mail server problem.

Active Calls#

What it shows: every call in progress on the system right now — direction, duration, caller ID, destination, which app is handling it (e.g. an IVR or queue), and the codec in use.

How to use it: go to Active Calls. From here you can Hangup a specific call, or use Eavesdrop to silently listen in on a call (if your account has that permission). The list refreshes to reflect current call activity; use Clear to remove a stale/orphaned entry if one is stuck.

When to use it: to confirm a call is actually connected and see its live status, to forcibly end a stuck or runaway call, or to verify call volume right now.

Registrations#

What it shows: every SIP device (desk phone, softphone, app) currently registered — logged in and reachable — on your system, including its IP address, port, and which SIP profile it registered against.

How to use it: go to Registrations. You can Unregister a device (forces it to log back in), Provision it (push configuration), or Reboot it, if your account has those permissions and the device supports them.

When to use it: this is the first place to check when "a phone won't receive calls" or "a phone won't register." If the device isn't listed here at all, it never successfully connected — check its network, credentials, and provisioning before looking anywhere else. If it is listed, compare its IP address and last-seen time to confirm it's actually the device you expect, then move on to Device Logs for its provisioning history or SIP Status for the profile it's registering against.

SIP Status#

What it shows: the live status of your system's SIP profiles (the "ports" phones and trunks connect through) and SIP trunks/gateways to outside providers — whether each is running, and its connection state.

How to use it: go to SIP Status. Use Restart, Rescan, or Flush Registrations on a profile, or Stop/Start a trunk/gateway, as needed. Flush Cache, Reload ACL, and Reload XML apply configuration changes without a full restart.

When to use it: when an entire trunk (not just one phone) stops sending or receiving calls, check here first to see if the trunk/gateway shows as registered and connected. If a SIP profile itself isn't running, nothing behind it (any phone or trunk using that profile) will work either.

Packet Capture and Event Capture#

Go to Troubleshooting for two live, deep-diagnostic tools, each opening a real terminal session in your browser:

Packet Capture#

What it shows: a live SIP packet capture (the actual network traffic phones and trunks exchange with the server), running directly in a terminal window on the page.

How to use it:

1. Go to Troubleshooting > Packet Capture.
2. Click Start Capture — a live terminal opens below, already capturing.
3. Use the terminal's own keys: arrow keys to move between calls, F to filter/search, Space to select more than one call, Enter to view the full call flow (ladder diagram) or compare calls side by side, and F1 for help.
4. Press S inside the terminal to save the current capture as a .pcap file — it will then appear under the Download Pcap tab for download.
5. Click Stop Capture when finished (closing the browser tab also ends the session).

When to use it: for deep SIP-level troubleshooting — call setup failures, one-way audio, registration rejections — where you need to see the actual SIP messages exchanged, not just a summary. This is an advanced tool aimed at whoever handles your voice troubleshooting; nothing is saved automatically unless you explicitly press S.

Event Capture#

What it shows: the live internal event/console log from UCBC's own call-processing engine — the same low-level output an engineer would see connected directly to the server — in a terminal window in your browser.

How to use it:

1. Go to Troubleshooting > Event Capture.
2. Click Start Capture to open the live terminal.
3. Watch call events as they happen in real time, or type console commands directly into the terminal.
4. Click Stop when finished — anything already printed stays visible and scrollable in the terminal even after stopping.

When to use it: for the same kind of deep call-processing troubleshooting as Packet Capture, but from the engine's point of view rather than the network's — useful when you need to see exactly how the system is interpreting and routing a call as it happens.

Both tools are intended for advanced troubleshooting and may be restricted to top-level administrators on your account.

Quick Troubleshooting Map#

Tips & Common Issues#

• Always check Registrations before anything else for a "phone won't call out/receive calls" report — it immediately tells you whether the problem is even reaching the server.
• Packet Capture and Event Capture are real terminal sessions — closing the browser tab without clicking Stop will eventually end the session on its own, but it's cleaner to click Stop.
• The Email Queue only shows emails the system generated (voicemail, fax, invoices/receipts) — it has nothing to do with your regular company email.
• Log Retention, once enabled in Log Viewer, deletes old logs automatically and permanently — review the schedule carefully before turning it on.