Capturing WebRTC internals logs

The “chrome://webrtc-internals” facility is an internal Google Chrome tab that holds statistics about ongoing Softphone calls and their audio data. This log can be analysed by Puzzel engineers to help determine the cause of issues relating to call quality with the Softphone. 

NOTE: Because of Chrome settings, the agent has limited time to fetch this log data, and so these steps should be read and followed before a new call so that this can be captured correctly in the required timeframe.

1. Ask the affected agents to open a new Chrome tab and enter the following address: chrome://webrtc-internals/

   

   This should ideally be situated next to the Puzzel Agent tab as in the above screenshot.

2. In the "Read Stats From" dropdown menu choose the Legacy Non-Standard API option:

   

   This is so that the logs can be processed within Puzzel’s monitoring tools following previous changes to this Chrome functionality

3. Wait for the next call where you experience audio issues.

4. When the call with poor audio quality has ended, click "Create Dump" and you will see a new button appear on the screen:

   

5. Press “Download the PeerConnection updates and stats data”. Make sure that the active tab is the one marked in this next picture. If you had several calls the last call will be the tab to the far right:

   

6. A file named “webrtc_internals_dump.txt” will then be downloaded to your computer. Please include this file to your support ticket along with the related call example so that this can be investigated.