The Uniteme system includes a tool, sipx-snapshot whose purpose is to collect all the information that an expert needs to diagnose configuration and interoperability problems. When eZuce Support tells you they need "a snapshot" of your configuration, they mean the output of this tool (which is a compressed tar file).
The Admin Console web user interface includes the ability to generate a snapshot that you can download. To access the snapshot tool, login as 'superadmin' and navigate to Diagnostics -> Snapshot.
If you have just reproduced the issue, the default of 10% of the log files should be sufficient. If you are unsure when the issue occurred you can grab up to a 99% snapshot.
The larger the percentage of log files is and the busier the system is (number of users + number of calls) the larger the snapshot will be.
Turn Up Logging
Before taking a snapshot, ensure that logging for various components is turned up to at least 'Info'. We would normally recommend SIP Proxy (System -> SIP Proxy) , SIP Registrar (System -> SIP Registrar), Admin (System -> Admin) and Media Services (System -> Media Services) at a minimum. If you are having trouble with external calling and your gateway is of type SIP Trunk, also turn up logging to 'noticeINFO' for the gateway sipXbridge (Devices -> SIP Trunk SBCs).
Command Line Options
Some additional options (which are generally not needed except for special circumstances) are available through the command line interface. To see the options and description, execute: