Use the Enterprise Support Portal

Our Enterprise Support Portal is available on our Enterprise plans. Contact your Account Manager directly to access the portal. 

The Enterprise Support Portal is designed to provide deeper diagnostics into call quality, user devices, and SIP provisioning.

While many call analytics are available directly within the Dialpad Admin portal, this additional tool is useful for viewing advanced analytics and conducting initial troubleshooting for jitter, latency, network issues, and device connectivity.

Access the Portal

To start diving in, navigate to www.dialpad.com/es  and select your company's name to pull up your support page with links to access your:

  • Users
  • Offices
  • Departments
  • Rooms
  • Dialpad #’s
  • Fax Lines


View a List of Users

Let's start with the basics—looking up a list of all your users. To do this, select Users from your company page to display a rundown of every user in Dialpad, including key info like:

  • Dialpad #
  • App Versions
  • Account State (Active, Pending, Deleted)

enterprise-support-image-3.png


View Number Assignments

Need to look up a list of all assigned numbers? Select Dialpad #s from your company page to see a rundown of all your numbers including:

  • DID Type (Local or Toll-Free)
  • Status (Available, User assigned, Department assigned, etc.)

View Devices & App Versions

Whether you need to check on user devices, verify they've updated, or check SIP registrations, you can find all that (and more) via our User Search

Select Users from your company page to display a list of all your team members, including information like their App Versions or their current Dialpad state (Invited, Deleted, Pending). 

Select any team member to be pulled into their individual user page.

From here, navigate to User Devices to display a list of all your user's connected devices with Dialpad.

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Dialpad Tip: "web" = chrome extension | "native" = mac or windows desktop app | "packaged_app" = chrome app.

Scroll across this table to review info like Platform (what machine they’re using), Version, Updated, and Registered.

And if you ever need to cross-check what the latest version of the apps are, don't forget to check out our What's New section.


View SIP Registrations

Once you’ve navigated to an individual user’s devices, you can check to make sure that each device is registered with our servers. This is particularly important for cases where users are reporting issues making or receiving calls.

Navigate to their User Device section and look up the app in question.

Screen_Shot_2017-08-22_at_8.25.13_PM.pngLet’s use the example above: the user is reporting issues making calls on their iPhone app. When we take a look at their iPhone app (version 2.7.0) we can see that the Registered date is blank.

In those cases, you would advise your user to manually force quit the iPhone app and then open it back up again (this should push a re-register).

Here's a quick cheat sheet to force re-registration on the other apps:

App How to Push Registration
Android

1. Force Quit
2. Re-open 

Obihai/Polycom/SIP

1. Select Delete next to User Device
2. Re-provision the phone (can be done by Admin or user)

Desktop Apps (Mac/Windows/Chrome)

1. Select Delete next to User Device
2. Log out & back into desktop app  

Troubleshoot Call Quality

Your support portal is a powerful tool to help troubleshoot and investigate call quality issues like jitter, delay, or one-way audio. 

Let's take a look at all the ways you can troubleshoot call quality, starting with how to look up and investigate a call.


View & Investigate Calls

To view and dive into a user's calls navigate to their user page and select Calls to pull up a rundown of all their placed and received calls in Dialpad. 

From here, select the ID to be pulled into the specific call stats, where we'll display info like:

  • Call Summary (who called who, how long was the call, what time, etc.)
  • Call ID
  • Target (who received the call)
  • Contact (who placed the call)
  • Endpoint
  • Direction (inbound or outbound)
  • Started/Connected/Ended Dates
  • Description (call direction, time duration)

Dialpad Tip: Click on Ratings from your company page or your individual user page to pull a rundown of all the rated calls.


View WebRTC Stats

Here's where you can troubleshoot your webRTC calls, including common call quality issues like jitter (choppy audio), delay, or one-way audio.

To view the WebRTC Stats, pull up the call in question and click on WebRTC Stats next to the ID, then click on the date to pull up the webRTC stats.

Dialpad Tip: Keep in mind that the info displayed here is being reported from the app's side.


Call Quality: Jitter

Screen_Shot_2017-08-22_at_5.33.09_PM.png

This first graph displays the jitter buffering rates for your call. The blue line is the user experience (incoming packets) on his/her side of the call. The red line is the preferred jitter buffer automatically adjusted by WebRTC in Chrome.

If the red line roughly tracks the blue line, call quality is good. If the blue line is significantly higher than the red line (packets are coming in quicker than they can be buffered) this means dropped packets and a choppy call.


Call Quality: Delay

Screen_Shot_2017-08-22_at_5.37.01_PM.png

The second graph displays the round trip time (RTT) of your packets. RTT is the time a packet takes to travel from the client to our server and back.

The horizontal axis is time during the call, while the vertical axis is the round trip time. From the example above, if we look at the steady state values we can see that at 100 seconds (a min or so in), the RTT is 71 milliseconds.

Here's a quick rundown of RTT values and what they mean in terms of call quality

Time Quality
Less than 100ms Good (not noticeable)
100 to 200 ms Acceptable
200 to 300 ms Bad
More than 300s Unacceptable


Call Quality: One-Way Audio

One_Way_Audio.png

The third graph displays audio levels. The blue line (audio input) is the voice of the Dialpad user. The red line (audio output) is the other person the Dialpad user is talking to. Where you see spikes is where one or both users are speaking.

Take a look at the red line above—callers are experiencing one-way audio, this is how your graph will appear when investigating the call.

Now let's take a look at what a successful call example would look like:

Screen_Shot_2017-08-22_at_5.45.27_PM.png

If the call you're looking up is between Dialpad users, make sure to look at these stats from the other user's perspective as well. 


Report Call Issues

During the times when you need to report a call issue, the Call Lookup page will provide you with the right information to send over to our support team.

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Here's the most important information to include to our team:

  1. User ID - This is the ID from the user experiencing call quality issues. Copy and paste the URL from their User lookup page.

  2. Call Examples - The more examples of poor call quality, the better (for troubleshooting purposes). Copy and paste the URL from the Call Lookup pages of the affected calls.

  3. To Number - The number that received the inbound call. If this is your user, the To Number is their Dialpad number

  4. From Number - The number that initiated the outbound call. If this is your user, the From Number is their Dialpad number. If not, the number will be listed in the Call Summary 

 

Have more questions? Drop our team a line.