Interceptor Operation Basics

Basic Trouble Shooting

When using software, sometimes things can break or not work as expected. In these cases it is good to do some trouble shooting. The first priority is get everything up and running again. By following the next steps basic trouble shooting can be done.

  1. Have you tried turning it off and on again?
    1. Seems like a IT cliché, but in most cases this is the solution. During a restart all connections are disconnected and established again, in most cases this solves the issue.
  2. How is the InterceptorThe Interceptor is a service installed on the Lync / Skype for Business Front End(s). It monitors all the calls going over it. When a call going to or coming from an Agent it will come in to action. By intercepting that call and redirecting it you the Anywhere365, it lets you manage the Direct Inbound and Outbound dialogues of the Agents. configured?
    1. In the settings you can configure which UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers.. Make sure that every settings is correct. In case of a connection, check if the server can be pinged on the correct port.
  3. What do the logs say?
    1. The Interceptor creates a log file in the install directory, in here you can find every event that happened in the Interceptor
    2. How to read the logs:
      1. Make sure that you have Notepad++ (default notepad can be used, but Notepad++ offers useful features)
        1. https://notepad-plus-plus.org/
      2. Copy the log to another location (this way the Interceptor can keep writing more logs)
      3. Open the logs in Notepad++
      4. Go to the datetime of the issue
      5. Read what the log is saying. Usually the description explains what the issue is.
  4. What does the FAQ say?
    1. On this GoLive website there is a usefully FAQ available. In here we place frequent questions we receive on the support portal and post them with solution.
  5. When all else fail contact support.
    1. Before contacting support, make sure previous steps are completed
    2. To get the best support, make sure the ticket contains the following information:
      1. Which version you are using
      2. The logs files
      3. Datetime
      4. Scenario

 

Log file

The Anywhere365 Interceptor also keeps a log file.
The file can be found in:

Drive:\Program Files\SipInterceptor\logs\reroute.log.

This log file looks a bit different from the UCC core log file. This file keeps track of every event the Interceptor haves.

Each action should look similar like:

2015-08-12 13:00:05,346 [52] SipRequestReRouter INFO - AgentsChanged received: ucc_ : 1 on url http://ucc.domain.net:10000, outbound = True, inbound = False, discard agents = False, inter user recording disabled = True

In the example above, the Interceptor received Agent changes from a UCC.

Note When you have multiple Front Ends, the Interceptor will have logs on each of those Front Ends.

Change Interceptor refresh rate

  1. Navigate to Install directory
    Drive:\Program Files\SipInterceptor
  2. Open the config:
    SipInterceptor.Service201x.exe.config
  3. Add or update the yellow line within the <appSettings> </appSettings> xml labels.
    The number is the number of minutes to wait before the next AD refresh.

    Note 60 is each hour, 120 every 2 hours, 1440 is once every day, 10080 is once a week.

<?xml version="1.0" encoding="utf-8" ?>

<configuration>

<startup useLegacyV2RuntimeActivationPolicy="true">

<supportedRuntime version="v4.0" sku=".NETFramework,Version=v4.5" />

</startup>

<appSettings>

<add key="updateInterval" value="1440" />

<add key="urls" value="http://example.domain.net:10000,http://example.domain.net:10000," />

</appSettings>

</configuration>

 

 

Interceptor startup

Since Version 6.0 the startup type of the interceptor service is set to Automatic (Delayed).

This ensures that the Interceptor service is stopped when de Front-End service is stopped. It also ensures that the Interceptor service is started after the Front-End service is started during a reboot. It does not ensure that the Interceptor service is started when Start-CsWindowsService is used.

In that case the Interceptor service has to be started manually.

 

Sip processing

Research about the metrics to identify whether the SIPThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. interceptor service has impact to the overall SIP processing performance.

The following metrics are identified:

  • SIP-Events Processed/Sec to define the input load of SIP events
  • SIP- Average Processing time (Sec) to define the performance during load

What we see is that there does not seem to be any impact to the processing time as the CPU is scaled up the same way in both load peak build ups to handle the additional SIP events.