User Support Level 2

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

Home Support

Download PDF

Introduction

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

→ Top

Introduction Support Level 2

The level 2 support is the first instance where the user's telephony problems are handeled 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. Furhter he needs an understandig 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:

1. Equipment
2. IP data transfer
3. Telephony service

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

1. Customer/User site
2. Internet Service Provider ISP
3. 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 identifiy 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

These cases indicate mostly large scale problems!

→ Top

Analyzing the Customer Problem

Best Practice

Identify the customers problem Check the big picture Solve the customer problem

→ Top

Identifying the User Problem

The supporter finds here instructions how to handle a user's telephony problem and to find out the problem area.

Work Flow for the Reception of User Problems

3x3 Support Matrix of User Problems

→ Top

Check the Big Picture

→ Top

Solving the Customer Problem

→ Top

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

→ Top

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

→ Top

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

→ Top

Solve Problem: Irregular Connection Release

Instruction how to solve irregularly released user connections, e.g.:

• Failing Session Timer

→ Top

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

→ Top

Solve Problem: Disturbed FAX Transmission

Instruction how to solve interrupted FAX transmission, e.g.:

• Fax transmission doesn't start
• Not all pages are transmitted

→ Top

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

→ Top

---

© Aarenet Inc 2018

Version: 3.0     Author:  Aarenet     Date: May 2017