Revision as of 15:43, 18 September 2017

Note

The features and/or parameters listed in this article may not be available from your telephone service provider.

Introduction

The supporter finds here instructions how to handle a user's level 2 telephony problems:

Best Practice for Handling an User Problem
Record the Customer's Data and Problem Description
Analyzing the Customer Problem
Solving the Customer Problem

Introduction Support Level 2

The level 2 support is the first instance where the user's telephony problems are handled that a user cannot solve himself. Additionally the level 2 supporter must be able to detect if the user problem is a "single" problem or if there is a large scale problem, that produces the same problem for multiple customers, e.g. data transfer problems in the Internet so that no VoIP call signaling is possible.

The level 2 supporter must be aware of the complexity of a VoIP system and the multitude of telephony solutions on the user side. Further he needs an understanding of:

IP networking
VoIP protocols SIP for signaling, SDP and RTP for speech transmission.

Overview of a VoIP system and the multitude of user telephony solutions:

The level 2 supporter faces problems with the following layers:

Equipment
IP data transfer
Telephony service

And each of this layer can be located into the following raw areas:

Customer/User site
Internet Service Provider ISP
Telephony Provider

This layer and dividing into areas produces a "3x3 Support Matrix":

Within this "3x3 Support Matrix" the supporter can:

advice the customer what to do when the problem is located in the nodes 1-T, 1-D and 1-E
check the customer configurations on the VoIP Switch, node 3-T, and, if he has operator rights, adjust configurations.

For the other cases the level 2 supporter must be able to identify if:

the user must contact his ISP, due to possible Internet access problems
the VoIP System administrator must be involved, due to possible telephony service problems

Hint:

These cases indicate mostly large scale problems within the VoIP system!

@@ Line 150: / Line 150: @@
 Via ConfigCenter check the users status and account configuration on the VoIP Switch:
 # Check the [[{{NAMESPACE}}:support_tools#SupportToolConfigCenterRegistration | telephone number registration ]] status.
-#: If there is no registration you can proceed directly with {{Picture_Help_Link | size=25 }} [[#SupportUserProblemRegistration | The user device is not registered ... ]]
+#: If there is no registration you can proceed directly with {{Picture_Help_Link | size=25 }} [[#SupportUserProblemDeviceNetwork | The user device is not registered ... ]]
 #:
 # Check "TopStop":
@@ Line 237: / Line 237: @@
 [[file:support_analyzing_3x3_equipment_residential_scenarios_e.png |750px|frameless|left|link=| Use Case Residential ]]
 <br clear=all>
@@ Line 260: / Line 264: @@
-{{ToTop | SupportUserProblemRegistration }} <!----------------------------------------------------->
+{{ToTop | SupportUserProblemDeviceNetwork }} <!----------------------------------------------------->
-== Solve Problem: The User Device does not Register ==
+== Solve Problem Type: "Device / Network" ==
+This problem type covers the following erroneous conditions:
+:* The device doesn't start
+:* The device doesn't integrate into the IP network
+:* The device is not correctly configured
+:* The device doesn't register at the VoIP Switch
 <font color=#0061a0>'''1 Check: Review the account and telephone number configuration'''</font><br>
@@ Line 272: / Line 285: @@
 :* Is the user account valid?
 Actions:<br>
-:* Check why the account, telephone number doesn't exist or is disabled and activate if allowed.
+:: &rarr; Check why the account, telephone number doesn't exist or is disabled and activate if allowed.
 :
 }}
@@ Line 337: / Line 350: @@
-<font color=#0061a0>'''3 Check: Is the device is correctly configured for registration?'''</font><br>
+<font color=#0061a0>'''3 Check: Is the device correctly configured for registration?'''</font><br>
 {{Support_3x3
 |width1=725 | width2=75 | width3=75 <!--max 875-->
@@ Line 346: / Line 359: @@
 :* VoIP Switch domain configuration
 Actions:<br>
-:* The user must manually adjust the SIP credentials on the device
+:: &rarr; The user must manually adjust the SIP credentials on the device
-:* The user must re-configure the device via AdminCenter
+:: &rarr; The user must re-configure the device via AdminCenter
 :
 }}
@@ Line 354: / Line 367: @@
-<font color=#0061a0>'''4 Check: Is the device is powered on, not defect, connected to the IP network?'''</font><br>
+<font color=#0061a0>'''4 Check: Is the device powered on, not defect and connected to the IP network?'''</font><br>
 {{Support_3x3
 |width1=725 | width2=75 | width3=75 <!--max 875-->
 | e1=
-Is the device correctly powered?
+Check if the device correctly powered and shows basic activity?
+:* Is the power cable correctly plugged in?
+:* Is the power cable
 :* Does the device show power on indication, e.g. display on, LED on?
 Actions:<br>
-:* The user must check the power cable and if it is correctly plugged in
+:: &rarr; replace the power cable
-:* &rarr; replace the power cable
+:: &rarr; replace defect device if the powering is ok but no working indication is displayed
-:* &rarr; replace defect device if the powering is ok but no working indication is displayed
+:
+}}
+{{Note| type=warning |
+Defect power cables must be replaced!<br>
+Faulty power cables can be life-threatening!
+}}
 Is the device correctly connected to the IP network?
 :* Are there LED flashing or glow next to the network plug on the device or at the peer device (access router, IP switch)?
+:* The user must check the patch cable and if it is correctly plugged in
 Actions:<br>
-:* The user must check the patch cable and if it is correctly plugged in
+:: &rarr; replace the patch cable
-:* &rarr; replace the patch cable
+:: &rarr; plug in the patch cable at a different port at the peer device (access router, IP switch)
-:* &rarr; plug in the patch cable at a different port at the peer device (access router, IP switch)
-:
-}}
@@ Line 393: / Line 415: @@
+Hint:<br>
+In the wake of this problem type a firmware upgrade of the device has to be considered too.
+{{ToTop | SupportUserProblemConnectionSignaling }} <!--------------------------------------------->
+== Solve Problem: Telephone Connections ==
+This problem type covers the following erroneous conditions:
+:* Incoming or outgoing calls are not working
+:* Wrong called number
+:* Call supervision
+:* User device not registered
+:* User device not correct configured
+:* SIP signaling in general
+<font color=#0061a0>'''1 Check: Review the account and telephone number configuration / registration'''</font><br>
+{{Support_3x3
+|width1=75 | width2=75 | width3=725 <!--max 875-->
+| t3=
+Do this check for the A and/or B telephone number if they are on-net numbers of the VoIP SWitch.
+Check via ConfigCenter:
+:* Does the telephone number exist?
+:* Is the telephone number valid?
+:* Is the user account valid?
+:* Is the telephone number correctly registered
+Actions:<br>
+:: &rarr;  Check why the account, telephone number doesn't exist or is disabled and activate if allowed.
+:: &rarr; [[#SupportUserProblemDeviceNetwork | Check why the device is not registered ]] at the VoIP Switch
+:
+}}
+Hint:<br>
+:* If the device is not registered outgoing calls might be working but NO incoming call will work.
-#:
-# Was the device registered in the past?
+<font color=#0061a0>'''2 Check: Was the called number correctly transmitted to the peer?'''</font><br>
-# Where outgoing and/or incoming calls possible in the past?
+{{Support_3x3
+|width1=75 | width2=75 | width3=725 <!--max 875-->
+| t3=
+Check via ConfigCenter:
+# In the [[{{NAMESPACE}}:support_tools#SupportToolConfigCenterCallData |  "Call Data" ]] search for the erroneous call:
+#* Set the "Call Data" filters:
+#:* Insert at "Time" a reasonable time span where the erroneous call is to be expected.
+#:* Set "Duration" to 00:00:00
+#:* Insert at "Called Number" the called number
+# Start the search and identify the CDR of the erroneous call in the list
+#: If no CDR was found search for the "Calling Number"!
+# Open the identified CDR and get the trace of the call, click the {{Dialog_Button | Trace }}
+# Check if the called number in the "TO-Header" in all INVITE messages is correct:
+#* Is the called number correct?
+#*: Often the users don't dial all digits or wrong digits or the configured number on a direct call key is incorrect.
+#* If the number is dialed correctly then it can be that the destination is not reachable.
+#* Outgoing calls from a vPBX can miss the [[{{NAMESPACE}}:admincenter_pbx_account#FeaturevPbxPublicPrefix | public prefix ]]
+# Check the peers call cancel reason:
+#* [[{{NAMESPACE}}:SupportSipResponseCodes | SIP Failure Responses ]]
+Actions:<br>
+:: &rarr; Inform the user to dial the correct number.
+:: &rarr; Try to reach the called number via an alternative telephone network, e.g. from a mobile telephone.
+:: &rarr; Check with the support of the telephony provider why the called number is not reachable.
+:
+}}
+<font color=#0061a0>'''3 Check: What is the reason of an interrupted connection?'''</font><br>
+{{Support_3x3
+|width1=725 | width2=75 | width3=75 <!--max 875-->
+| t1=
+Search in the [[{{NAMESPACE}}:support_tools#SupportToolConfigCenterCallData |  "Call Data" ]]  for the erroneous call:
+#* Set the "Call Data" filters:
+#:* Insert at "Time" a reasonable time span where the erroneous call is to be expected.
+#:* Set "Duration" to 00:00:00
+#:* Insert at "Called Number" the called number
+# Start the search and identify the CDR of the erroneous call in the list
+#: If no CDR was found search for the "Calling Number"!
+Open the identified CDR and check for the interruption reason:
+:* Was the connection released by a peer, A or B side?
+:* Check cancel reason in "State" ([[{{NAMESPACE}}:SupportSipResponseCodes | SIP Failure Responses ]])
+Actions:<br>
+:: &rarr; Inform the user about the release reason, e.g. his own device or the peer device released the call regularly (but probably nor expected).
+Check if a call was released due to call supervision:
+:* Variant 1: Session Timer was not refreshed:
+:** Open the "Trace" of the connection and check if the connection was released due to missing RE-INVITE from the peers when the Session Timer run out.
+#* Variant 2: SIP INFO were not answered by the peer:
+#** Open the "Trace" of the connection and check if the connection was released due to not answered INFO messages that were sent from the VoIP Switch toward the peers. If activated the INFO's are sent usually every 120sec.
+Actions:<br>
+:: &rarr; Inform the user that his device did not restart the Session Timer or did not answered INFO messages. The user must inspect the device configuration. Or the
@@ Line 407: / Line 522: @@
+#* Variant 3: Missing RTP packets between the peers:
+#**
@@ Line 413: / Line 530: @@
+Actions:<br>
+:: &rarr; Inform the user about the release reason, e.g. his own device or the peer device released the call regularly (but probably nor expected).
+:: &rarr; Inform the user that his device did not restart the Session Timer or did not answered INFO messages. The user must inspect the device configuration. Or the
+:
+}}
@@ Line 429: / Line 553: @@
-{{ToTop | SupportUserProblemNoIncomingConnection }} <!--------------------------------------------->
-== Solve Problem: Incoming Connections are Failing ==
-Instruction how to solve failing incomming connections, e.g.:
-:* User device not correctly registered
-:* Wrong calling number
-:* User device not correct configured
-{{ToTop | SupportUserProblemNoOutgoingConnection }} <!--------------------------------------------->
-== Solve Problem: Outgoing Connections are Failing ==
-Instruction how to solve failing outgoing connections, e.g.:
-:* User device not correctly registered
-:* Wrong called number
-:* User device not correct configured
-{{ToTop | SupportUserProblemCallRelease }} <!------------------------------------------------------>
-== Solve Problem: Irregular Connection Release ==
-Instruction how to solve irregularly released user connections, e.g.:
-:* Failing Session Timer

	Customer	Internet ISP	Telephony Provider
Telephony			Check via ConfigCenter: Does the telephone number exist? Is the telephone number valid? Is the user account valid? Actions: → Check why the account, telephone number doesn't exist or is disabled and activate if allowed.
Data Transfer
Equipment

Difference between revisions of "Support user level2"

Revision as of 15:43, 18 September 2017

Contents

Introduction Support Level 2

Best Practice for Handling an User Problem

Record the Customer's Data and Problem Description

Get the Customer's Data

Identify the Customer's Use Case

Note the Customer's Problem Description

Cross Check the User Inputs

Check the Big Picture

Analyzing the Customer Problem

Use Case "Residential" Questioning

Solving the Customer Problem

Solve Problem Type: "Device / Network"

Solve Problem: Telephone Connections

Solve Problem: Disturbed Speech Transmission

Solve Problem: Disturbed FAX Transmission

Solve Problem: DECT Multi-Cell Handsets are not Working

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