What are the Minimum Call details we need to investigate an issue?

If you send us a Technical Issue Ticket you will be asked for the following details but if you haven't filled it out or if you sent us a regular E-mail about a Technical issue we will usually ask you for the 'Minimum Call details' before we can start any real investigation.

What are the Minimum Call details that we need to find the affected call(s) and to start an investigation?

The following details should not be older than 24 hours maximum, the newer the better.

1) Voyced account called from:
2) The number called from (if a different Caller ID is displayed):

3) Number called:
4) This number is called as (exactly as dialed): 

5) The operator used to place the call (if known): 

6) Date & time (including timezone if not taken from Voyced Hosted IPPBX details): 

7) Result (what happened/didn't happen as expected): 

 

As we're sure you can imagine, there are many calls going through our system at any time.
Without the above details, it is like looking for the proverbial needle in a haystack to try and find the log file we need for our investigation.
Even if we would find a call log that belonged to you, perhaps it would be the incorrect one, and we would start investigating a call that was fine and therefore coming to the wrong conclusions and lossing time.

So, to speed things up and to make sure we investigate the correct call we will need the above details especially as the issue at hand is often outside our system and external parties will not even start an investigation unless they know the very specific call to investigate.

 

The more precise we know what call and what happens (or doesn't happen) the faster we are likely to find and fix an issue.
We that you for your help and understanding in this.

Last updated: 01/01/2024

 

 


© Voyced
All information provided is copyrighted and purely informative in nature. It is maintained by Voyced with the greatest of care using reliable sources only.
Given the fast evolution of the telecom sector, Voyced does not offer any guarantee about the accuracy and completeness of the information offered. 
We explicitly do not give anyone permission to use this information in any other way than to inform themselves about what (legal) requirements there may be and they need to comply with when registering Services and/or DIDs with Voyced.

  • 0 Uživatelům pomohlo
Byla tato odpověď nápomocná?

Související články

1. First check if your Internet connection is functioning as it should

If your Internet connection is not functioning as it should, your devices won't be able to...

2. Check the Announcements page for possible maintenance work or disruptions

Although we try very hard to prevent any disturbances in the service, we do have to do some...

3. Have the problems started after updating firmware or replacing / adding devices?

Have the problems manifested themselves after changing or adding on of the following: - a new...

4. Check if your phone is set to DND (Do Not Disturb)

You can dial out, but they can't call you? Do incoming calls go straight to voicemail?...

5. Check if your phone is set to Forwarding

Another possibility is that, often by accident, a Forwarding modus has been activated. Often you...