1. Introduction
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What is NSC?
NSC is a diagnostic tool that allows you to view the current status of devices/phones and analyse problems.
To log into the NFON Support Cockpit (NSC), you need to use an S or C account.
Depending on which account you are logged in, there might be some differences in the features available to you:
*1: You can only search information for tenants, phone numbers, or MAC addresses associated with your customers.
*2: Only available if access to this information has been enabled in your account. This is usually the case if you're a wholesale partner.
| Feature | C account | S account |
| Tenant search *1 | Yes | Yes |
| Search for MAC-address *1 | Yes | Yes |
| Search for a phone number *1 | Yes | Yes |
| Devices list with registration status | Yes | Yes |
| Call data records | *2 | *2 |
| Change log | Yes | Yes |
Please note that K accounts have no access to NSC.
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After logging in, the Tenant tab is automatically selected as the home page. The tenant list is displayed. Click on any entry to open the tenant details. For more information, see C. Tenant details.
Use the search bar at the top of the tenants' overview to search for a tenant in the list below. Change the tab from Tenant to either Search for MAC address or Search for a phone number to use one of these search options.
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Filter Options
In the upper right corner of the tenant list, you'll find two filter options, which you can use to narrow down the tenants displayed.
Trial Mode: By default, the filters are set to All, so all tenants are displayed in the list. Use the drop-down menu to select only tenants in temporary trial mode, permanent trial mode or without test mode (option No).
Active: By default, the filter is set to Yes, so only active tenants are displayed in the list. Use the drop-down to select only inactive (No) tenants or All to show all tenants.
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Click on a tenant in the tenant list to access their general information.
The general information provides a short overview of the tenant technical contact.
Overview
The Tenant General Information shows the information for the technical contact that is associated with a tenant. Here you will see the following information:
Name: Technical contact associated with this tenant.
Support PIN: PIN that a customer needs to verify his identity to receive information from the support team.
Phone number: Phone number of the technical contact.
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Support PIN
The Support PIN was implemented in 2020 to adhere to the General Data Protection Regulation (GDPR) and ensure that the NFON Service Desk team can authenticate the identity of callers before disclosing customer-related information. Only customers who can be identified via a PIN shall receive information from the NFON Service Desk regarding their own systems.
Where can I find a customer support PIN?
You can find the support PIN:
in the Service Portal under Administration > Customers. Open the relevant customer profile
or find it in the NFON Support Cockpit (NSC) under General.
Where can I change a customer support PIN?
You can only modify the support PIN in the Administration Portal.
Call data records
The Call data records provide information about all incoming and outgoing calls made to or from a tenant in the last month. These are calls received from or made to numbers on the Public Telephone Network (PSTN).
This list can be used to troubleshoot issues that customers have reported, which are related to calling numbers on the PSTN or receiving calls from the PSTN.
Using this list, you can verify the following details:
the exact time a call was made;
whether the call was incoming (from the PSTN) or outgoing (to the PSTN);
which extension made or received the call;
which parties were involved in the call: Source (the caller) = A number and destination (the callee) = B number.
You need access to see the Call data records tab for an S or C account. This feature is only available to partners who resell airtime (wholesale) directly to end customers and have an airtime contract with those customers.
Overview
The call data record contains a detailed record of all incoming and outgoing calls made and received by a tenant. It provides the following information:
Date/Time: Date and time of a call.
The time displayed in the table is Central European Time (UTC+01:00), but hovering over the entry will show a tooltip based on your browser's timezone for adjusted information.Source: Phone number of the person making a call (A number).
Destination: Phone number of the person receiving a call (B number).
Duration: Length of the a in seconds.
Extension: The extension number that was used to make or receive a call, if applicable.
Please note that some incoming calls may be displayed as being associated with extension number 0. This is usually because the call was not directly connected to a phone extension, but instead was routed to a service, such as a queue or an IVR.Direction: Was the call incoming (inbound), or outgoing (outbound) to the PSTN?
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Please note that calls made between phone extensions within the same tenant will not be displayed in this list.
Additionally, certain types of calls, such as those made to harmonised service of social value (116 numbers) or emergency services will also not be visible in this list.
Change log
Access the change log by clicking on one of the tenants listed.
The change log contains a record of all configuration adjustments made on a tenant system. This includes modifications made through the Service Portal, as well as changes made by app users, or through function/star codes or the XML menu. The change log can be useful in:
identifying incorrect configurations
analysing who made which changes and when
Change-log Overview
The change log displays all configuration changes made for a tenant in the last six months, including the following information:
Time: This column displays the date and time when the configuration was modified. Please note that the displayed time is in Central European Time (UTC+01:00). However, if you hover over the entry, you will see a tooltip that displays the adjusted time based on your browser's timezone, allowing you to view the information relevant to your location.
Username: Refers to the account of the user who has made the change.
IP Address: Refers to the location from where the change has been made.
Object: Refers to the type of the configured item, such as phone, phone extension, skill service etc.
Instance: This is used to identify the location where the configuration change has been logged.
Action: Refers to the type of change that is being made, which could be creating something new, saving or modifying an existing item, or deleting it altogether.
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Searching or filtering the changelog list
For an easy search, there are search options available in some of the columns. The search option can be used to look for a specific tenant in that particular column.
Additionally, in the Object column, you will find a drop-down menu with filter options. Use the filter to show only tenants of the chosen object in the change log list.
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Note that it might take a few minutes for changes to show in the list.
About API users
In the change log, changes made by API users are normal.
Why is that?
The system logs every time a user logs in or out of a device, a queue, or configures a call forward on their phone extension using either the XML menu or function/star codes. The log entry shows that the API associated with the task (for example, API:A0002) was used.
Getting detailed information
To view detailed information about specific configuration changes, click on an entry in the changelog list.
The configuration details are displayed in JSON format.
Devices
The device list provides an overview of all devices that are configured on a tenant. You can use this list for the following purposes:
Check if a device is registered with the NFON network,
See the I_P address_ the device has registered from,
Find out which firmware revision the device is running.
Access the device list by clicking on one of the tenants in the tenant list.
Devices Overview
The devices tab shows a list of all devices that are associated with a tenant. Here you will see the following information:
Status: If the device is registered in the system, a green tick will be displayed to indicate the registered status. However, if the device status is unknown, a question mark will be displayed instead. It is important to note that for some devices, it may not be technically possible to display the status. In such cases, the status will always show as "N/A". You can find more information about the "N/A" status in the following paragraph.
Activated: Is the device activated (green tick) or deactivated (red stop icon)? Move Hover over the icon to view the date and time of deactivation.
Device type: refers to the designation of a device as it is stored in the Service Portal.
MAC-Address: Is a unique identifier assigned to a device. It is used to differentiate one device from another.
**Extension:**The extension number indicates the assigned device. If the extension number is marked with an * then it's the primary device.
Site: Is the site with which the device is associated (configured against). Note that this is not necessarily the same as the site the device is currently located!
Creation date: Is the date and time when a device was first added to the tenant.
User agent: Refers to device identification, including device name and firmware version (e.g. snom300/7.3.30).
SIP Username/Password: Are used by the end device/phone to register via tSIP protocol *(Only C account users can view the SIP password)*.
Host/Customer endpoint IP: Refers to the external IP address assigned to the customer's internet connection.
Registrar: The SIP registrar's IP address is used to authenticate and connect with end-user devices.
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Information about the User Agent, the Host and the Registrar will only display if a device is registered with NFON.
Searching or filtering the devices list
In some of the columns, you find a search option to search for a tenant in this column specifically.
In the column Activated you find a drop-down-menu. Select activated or deactivated to filter the devices list accordingly.
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When is the "N/A" status displayed?
It is not possible to display registration status for some devices. "N/A" is shown in these cases.
In some cases, DECT base stations may display an "N/A" status. The reason for this varies depending on the manufacturer. For instance,
the KX_TGP550 will show a status because it also functions as a phone and has a registered SIP account.
Gigaset DECT, on the other hand, may or may not register depending on the firmware version.
Meanwhile, Patton, Grandstream, and Spectralink cannot register, and therefore show "N/A" as their status.
It should be noted that devices connected to the NFON Integration for Microsoft Teams (MSTEAMS) cannot register properly and will display "N/A".
Moreover, when it comes to mobile apps, the status "N/A" will only be shown if the app on the smartphone is not currently open; a status is displayed only when the app is opened.