Support:Submitting An Issue - Revision history

William Wong: /* Required information: System configuration */

2018-03-26T03:37:56Z

Required information: System configuration

William Wong: /* Required information: System configuration */

2018-03-26T03:26:26Z

Required information: System configuration

Cbilodeau: remove TSBC5000

2017-10-19T19:40:00Z

remove TSBC5000

Lucas Trottier at 13:09, 3 April 2017

2017-04-03T13:09:14Z

Cbilodeau: change TSBC3000 to TSBC5000

2016-12-05T18:53:37Z

change TSBC3000 to TSBC5000

Luc Morissette: Added TBReport link

2016-10-31T14:23:47Z

Added TBReport link

Luc Morissette: Updated page

2016-08-09T19:21:54Z

Updated page

Martin Provencher: Revert last "bugzilla" changes

2014-09-02T17:29:34Z

Revert last "bugzilla" changes

Martin Provencher: Add "bugzilla" test 2

2014-09-02T17:27:31Z

Add "bugzilla" test 2

Martin Provencher: Add "bugzilla"

2014-09-02T17:26:51Z

Add "bugzilla"

@@ Line 33: / Line 33: @@
 *[[Toolpack Debug Application:Tbsigtrace|Low-level signalling trace]]
 *[[VoIP Ethernet Capture|VoIP capture]]
-*[[VoIP Ethernet Capture FreeSBC A|FreeSBC 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]]

@@ Line 33: / Line 33: @@
 *[[Toolpack Debug Application:Tbsigtrace|Low-level signalling trace]]
 *[[VoIP Ethernet Capture|VoIP capture]]
 *[[Target_Recording|Recording]]
 *[[How_to_troubleshoot_call_routing#Using_the_applications_log_files|Applications logs]]

@@ Line 16: / Line 16: @@
 <br> '''System information'''
-*Type of TelcoBridges hardware device(s) (ex. [[TMG800]], [[TMG3200]], [[TSBC5000]], [[TMP6400]], etc.)
+*Type of TelcoBridges hardware device(s) (ex. [[TMG800]], [[TMG3200]], [[TMP6400]], etc.)
 *Serial numbers of TelcoBridges hardware units (ex. TBxxxxxxx)
 *Topology diagram

← Older revision		Revision as of 13:09, 3 April 2017
Line 1:		Line 1:
		+	{{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.		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.

@@ Line 14: / Line 14: @@
 <br> '''System information'''
-*Type of TelcoBridges hardware device(s) (ex. [[TMG800]], [[TMG3200]], [[TSBC3000]], [[TMP6400]], etc.)
+*Type of TelcoBridges hardware device(s) (ex. [[TMG800]], [[TMG3200]], [[TSBC5000]], [[TMP6400]], etc.)
 *Serial numbers of TelcoBridges hardware units (ex. TBxxxxxxx)
 *Topology diagram

@@ Line 27: / Line 27: @@
 <br> '''Troubleshooting capture '''
 <br> For troubleshooting, the TelcoBridges support team may require additional traces from the system. See [[Troubleshooting]]
 *[[Using Unique call trace|Call Trace]]
 *[[Toolpack Debug Application:Tbsigtrace|Low-level signalling trace]]
@@ Line 34: / Line 35: @@
 <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>

@@ Line 1: / Line 1: @@
-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 to you a quick resolution.
+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.
 <br>
@@ Line 14: / Line 14: @@
 <br> '''System information'''
-*Type of TelcoBridges hardware device(s) (ex. [[TMP6400]], [[TMG3200]], etc.)
+*Type of TelcoBridges hardware device(s) (ex. [[TMG800]], [[TMG3200]], [[TSBC3000]], [[TMP6400]], etc.)
-*Serial numbers of TelcoBridges hardware units (ex. TB00xxxxx)
+*Serial numbers of TelcoBridges hardware units (ex. TBxxxxxxx)
-*Topology diagram, call flow diagram, IP network and connectivity diagram, etc. Depending on the issue reported, those information could be critical for the team to properly understand the environment in which you system is working.
+*Topology diagram
 <br> '''System configuration / set-up'''
+*Configuration summary (ex. SIP to SS7, MGC + H.248, ISDN Monitoring, etc.).
-*Configuration summary (ex. SIP to SS7, MGC + H.248, SIP to ISDN, ect.).
+**Provide the system configuration (see [[Troubleshooting_Toolpack#System_configuration_backup|Configuration backup]]).
-**Provide the system configuration (see https://docs.telcobridges.com/tbwiki/Troubleshooting_Toolpack#System_configuration_backup).
+*Software release number (ex. 2.10.8)
-*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> '''Troubleshooting capture '''
 <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  ==
+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.)
-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:
-−
-*Type of connection (VPN, Microsoft Remote Desktop, SSH, GoToMeeting, etc.)
-*IP Address, if applicable
-*User name, if applicable
-*Password, if applicable