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Support:Submitting An Issue: Difference between revisions

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TelcoBridges supports a wide variety of [[Supported operating systems|operating systems]] and versions. However, with such variety comes a certain amount of complexity. Consequently, when submitting a problem, your ability to provide relevant information about your system will greatly help the TelcoBridges support team in its efforts to bring quick resolution.
{{DISPLAYTITLE:Submitting an Issue to TelcoBridges Support}}


When submitting a problem, your ability to provide relevant information about your system will greatly help the TelcoBridges support team in its efforts to bring to you a quick resolution.


== Required information: System configuration ==
<br>
Please provide the following required information:


== Required information: System configuration  ==


'''System configuration / set-up'''
Please provide the following required information:
*Type of TelcoBridges hardware device(s) (ex. [[TMP6400]], [[TMG3200]], etc.)
*Toolpack/TMG-CONTROL software release number (ex. 2.3.8)
*Operating system version and architecture upon which the TelcoBridges software is running (e.g., CentOS 5.2 32bits, Debian 4 64bits, TMG3200(TBLinux), etc.)


<br> '''Description of the issue'''
*Describe the issue and clearly as possible and with as much details possible.
*Describe the steps or context in which the issues was experienced.
*Provide steps to reproduce the issue, if possible.
*Tracking number (If one was already provided to you by TelcoBridges TB Support)


'''Application description'''
<br> '''System information'''
*What does your application do? (e.g., [[transcoding]], [[ringback tones]], [[IVR]], etc.)  
*Type of TelcoBridges hardware device(s) (ex. [[TMG800]], [[TMG3200]], [[TMP6400]], etc.)  
*Are you using [[Toolpack]] for telephony functions?
*Serial numbers of TelcoBridges hardware units (ex. TBxxxxxxx)
**If 'Yes', are you using your own application?
*Topology diagram
**If 'No', do you use callctrl libs?, ha_manager?
*Call flow diagram (Direction of calls)
*Application schematic
*IP network and connectivity diagram
**Please provide a complete diagram that explains with boxes, arrows, and text, how the system works. Please provide IP addresses, point codes of each component when applicable


<br> '''System configuration / set-up'''
*Configuration summary (ex. SIP to SS7, MGC + H.248, ISDN Monitoring, etc.).
**Provide the system configuration (see [[Troubleshooting_Toolpack#System_configuration_backup|Configuration backup]]).
*Software release number (ex. 2.10.8)


'''Other information'''
<br> '''Troubleshooting capture '''  
*Description of the problem
<br> For troubleshooting, the TelcoBridges support team may require additional traces from the system. See [[Troubleshooting]]
*Tracking number (If one was already provided to you by TelcoBridges TB Support)
*[[TBReport]]
*[[Using Unique call trace|Call Trace]]
*[[Toolpack Debug Application:Tbsigtrace|Low-level signalling trace]]
*[[VoIP Ethernet Capture|VoIP capture]]
*[[VoIP Ethernet Capture FreeSBC A|FreeSBC VoIP Ethernet capture]]
*[[Target_Recording|Recording]]
*[[How_to_troubleshoot_call_routing#Using_the_applications_log_files|Applications logs]]




Once you have gathered all of the information required above, please send it in an email to [mailto:support@telcobridges.com TelcoBridges support], quoting the tracking number in the message subject line.
<br>


== Logging the issue in TBsupport tracking system  ==
Once you have gathered all of the information required above, please log it in the TBsupport tracking system (bugzilla) here: <br>
[https://support.telcobridges.com https://support.telcobridges.com]<br>
This will assign to you a tracking number to follow the progress of the issue. Your account e-mail will receive an update on each comment that is logged. <br>
If you do not have a TBsupport tracking system account, please request one at support@telcobridges.com at the same time as sending the information for the issue.
<br>


== Providing remote access to your system ==
== Providing remote access to your system ==
If you choose to provide TelcoBridges with remote access to your system for the purpose of issue analysis and resolution, please be prepared to provide us with the following information:
If you choose to provide TelcoBridges with remote access to your system for the purpose of issue analysis and resolution, please provide the connection Information (SSH, Join.me, VPN, GoToMeeting, etc.)
*Type of connection (VPN, Microsoft Remote Desktop, SSH, GoToMeeting, etc.)
*IP Address, if applicable
*User name, if applicable
*Password, if applicable

Latest revision as of 23:37, 25 March 2018


When submitting a problem, your ability to provide relevant information about your system will greatly help the TelcoBridges support team in its efforts to bring to you a quick resolution.


Required information: System configuration

Please provide the following required information:


Description of the issue

  • Describe the issue and clearly as possible and with as much details possible.
  • Describe the steps or context in which the issues was experienced.
  • Provide steps to reproduce the issue, if possible.
  • Tracking number (If one was already provided to you by TelcoBridges TB Support)


System information

  • Type of TelcoBridges hardware device(s) (ex. TMG800, TMG3200, TMP6400, etc.)
  • Serial numbers of TelcoBridges hardware units (ex. TBxxxxxxx)
  • Topology diagram
  • Call flow diagram (Direction of calls)
  • IP network and connectivity diagram


System configuration / set-up

  • Configuration summary (ex. SIP to SS7, MGC + H.248, ISDN Monitoring, etc.).
  • Software release number (ex. 2.10.8)


Troubleshooting capture
For troubleshooting, the TelcoBridges support team may require additional traces from the system. See Troubleshooting



Logging the issue in TBsupport tracking system

Once you have gathered all of the information required above, please log it in the TBsupport tracking system (bugzilla) here:
https://support.telcobridges.com
This will assign to you a tracking number to follow the progress of the issue. Your account e-mail will receive an update on each comment that is logged.
If you do not have a TBsupport tracking system account, please request one at support@telcobridges.com at the same time as sending the information for the issue.

Providing remote access to your system

If you choose to provide TelcoBridges with remote access to your system for the purpose of issue analysis and resolution, please provide the connection Information (SSH, Join.me, VPN, GoToMeeting, etc.)