Difference between revisions of "Support user level2"
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Revision as of 14:39, 11 July 2017
| Note | The features and/or parameters listed in this article may not be available from your telephone service provider. |
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Introduction:
The supporter finds here instructions how to handle a user's telephony problem.
Contents
- 1 Analyzing the Customer Problem
- 2 Solving the Customer Problem
- 2.1 Solve Problem: The User Device does not Register
- 2.2 Solve Problem: Incoming Connections are Failing
- 2.3 Solve Problem: Outgoing Connections are Failing
- 2.4 Solve Problem: Irregular Connection Release
- 2.5 Solve Problem: Disturbed Speech Transmission
- 2.6 Solve Problem: Disturbed FAX Transmission
- 2.7 Solve Problem: DECT Multi-Cell Handsets are not Working
Analyzing the Customer Problem
Work Flow for Analyzing the User Problem
The supporter finds here instructions how to handle a user's telephony problem and to find out the problem area.
File:Support user problem reception.gif
Work Flow for the Reception of User Problems
Download this work flow:
Solving the Customer Problem
Solve Problem: The User Device does not Register
Instruction how to find out and solve why the user's device cannot register, e.g.:
- Defect or not powered user device
- User device not correct connected to the IP network
- User device not correct configured
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
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
Solve Problem: Irregular Connection Release
Instruction how to solve irregularly released user connections, e.g.:
- Failing Session Timer
Solve Problem: Disturbed Speech Transmission
Instruction how to solve disturbed speech transmission, e.g.:
- Short interruptions during the connection
- No transmission in one direction from the beginning of the connection
- No transmission in both directions from the beginning of the connection
Solve Problem: Disturbed FAX Transmission
Instruction how to solve interrupted FAX transmission, e.g.:
- Fax transmission doesn't start
- Not all pages are transmitted
Solve Problem: DECT Multi-Cell Handsets are not Working
Instruction how to solve problems with DECT Multi-Cell handsets, e.g.:
- Hand over from cell to cell not working
- Bad speech quality
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© Aarenet Inc 2018
Version: 3.0
Author: Aarenet
Date: May 2017
