IP Office Troubleshooting
Information for Escalating a Case
The following information may be useful when resolving the customers issues. If the following information is available when the case is escalated, it can help to reduce the time required to resolve the customer issue.
1. Problem Description
A detailed description of the customer issues including what services are being affected, which user actions, user numbers, user types etc.
Include a description of what behavior is expected from the operation of the problematic feature. For example when Divert No Answer to VM should route calls to VM after x rings if the time is set to y.
2. IP Office Essential Information
A Copy of the IP Office(s) configuration file(s).
Confirmation of what version of Manager / Wizard is being used.
Any trace codes or log files generated by the System Monitor application (if available).
Notes relating to the result of each troubleshooting step performed.
3. IP Office VoIP Issues
Network topology diagram.
Detailed network connectivity information including connection types and bandwidth.
IP addressing scheme with IP addresses and masks of main switches and routers in the network.
i. List of devices including make and model number.
ii. What QoS settings have been configured?
iii. Configuration of devices in non proprietary format.
Make and model of IP soft and hard phones connected to the IP Office including software / firmware version.
Number of IP Phones connected to the IP Office.
How these phones are connected (static / DHCP)?
A network sniffer trace of the problem area.
4. IP Office Applications required for all PC based applications
What is the specification of the PC running the IP Office applications (CPU type and speed, memory installed, etc)?
What operating system is the PC running?
What service pack is installed on the PC?
Voicemail
Which variant of Voicemail is being used?
Is Voicemail Pro running as a service or application (provide details of the account and permissions if running as a service)?
If Voicemail Pro, which version of VM Server is installed?
What Voicemail functions (applications) are installed and being used (e.g. IMS, IVR, Campaigns)?
Have a copy of the problem call flow in .mdb format (export call flow from VM pro). Escalation
User Applications
Version numbers of the user applications connected to the PC that is experiencing the issues.
Version numbers of all Avaya applications running other PCs on the network.
Compact Contact Center
List the version numbers of all CCC applications installed (Delta Server, CCV, Wallboard Server, etc.).
What version of MSDE or MS SQL is installed?
What MSDE and SQL service pack level is running?
Conference Center
What version of IIS is installed on the PC?
If MAPI / SMTP client is installed which version?
What version of internet explorer is installed?
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