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This method is useful for most capture scenarios. It involves setting up Wireshark, installing and configuring a soft-phone (optional), setting up the dumpcap script, and capturing the issue. Due

Info

Please note, due to encrypted RTP present in webRTC traffic, this

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guide is NOT applicable to Sharpen Q phone if we’re looking to capture and interpret audio quality. For call quality concerns related to Sharpen Q phone, please refer to the webRTC-internals guide. Signaling and general RTP availability concerns through Sharpen Q Phone can still benefit from this guide.

Setup Wireshark - Download

  1. Download the appropriate installer for the Operating System in use

  2. Run the installer

  3. Leave defaults for Selected Components

  4. Leave defaults for Additional Tasks

  5. Install to C:\Program Files\Wireshark

  6. Check the box to validate “Install WinPcap…” is selected

  7. Skip USB Capture and Click Install

SIP Soft-phone (Optional. Use this method if needing to capture unencrypted audio)

  1. Download your preferred soft-phone (MicroSIP or Zoiper recommended)

  2. Install soft-phone

  3. Navigate to https://app.sharpencx.com/admin/configuration/extensions/

  4. Locate your extension and choose the edit button

  5. Take note of your “username”, “password”, and “Server Address” fields. Leave this page up to copy paste from.

  6. Register soft-phone with the noted information

    1. Zoiper setup

    2. MicroSIP setup

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  1. Navigate to the original extraction point of the DumpcapSetup.zip

  2. Locate the “Uninstall.bat” file and double-click

  3. User Account Control will prompt for evaluated permissions. Continue or enter Administrator credentials to continue

  4. Navigate to Desktop\DumpCap\Captures

  5. Identify the proper capture associated with the incident

    1. Date and time can be interpreted by observing the file name

      1. file_00001_20181101115841.pcap

        1. Year, Month, Day, Hour, Minute, Second indicates start time of file Date Modified File Explorer column indicates the end time of the file

  6. Copy the identified packet capture file

  7. Upload the file to a cloud storage solution such as Google Drive, Onedrive, Dropbox, etc...

  8. Provide public link to Sharpen in SharpenCare case

  9. Sharpen will analyze the capture in conjunction with server-side captures to help reach root cause understanding.

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