Support:Submitting An Issue

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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 to you a quick resolution.  
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{{DISPLAYTITLE:Submitting an Issue to TelcoBridges Support}}
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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>  
 
<br>  
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<br> '''System information'''
 
<br> '''System information'''
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*Type of TelcoBridges hardware device(s) (ex. [[TMP6400]], [[TMG3200]], etc.)  
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*Type of TelcoBridges hardware device(s) (ex. [[TMG800]], [[TMG3200]], [[TMP6400]], etc.)  
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*Serial numbers of TelcoBridges hardware units (ex. TB00xxxxx)
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*Serial numbers of TelcoBridges hardware units (ex. TBxxxxxxx)
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*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.
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*Topology diagram
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*Call flow diagram (Direction of calls)
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*IP network and connectivity diagram
  
 
<br> '''System configuration / set-up'''  
 
<br> '''System configuration / set-up'''  
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*Configuration summary (ex. SIP to SS7, MGC + H.248, ISDN Monitoring, etc.).
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*Configuration summary (ex. SIP to SS7, MGC + H.248, SIP to ISDN, ect.).
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**Provide the system configuration (see [[Troubleshooting_Toolpack#System_configuration_backup|Configuration backup]]).
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**Provide the system configuration (see https://docs.telcobridges.com/tbwiki/Troubleshooting_Toolpack#System_configuration_backup).
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*Software release number (ex. 2.10.8)  
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*Toolpack/TMG-CONTROL software release number (ex. 2.3.8)
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*Operating system version and architecture upon which the TelcoBridges software is running (e.g., CentOS 5.2 32bits, Debian 4 64bits, TMG3200(TBLinux), etc.)
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<br> '''Troubleshooting capture '''  
 
<br> '''Troubleshooting capture '''  
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<br> For troubleshooting, the TelcoBridges support team may require additional traces from the system. See [[Troubleshooting]]
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*[[TBReport]]
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*[[Using Unique call trace|Call Trace]]
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*[[Toolpack Debug Application:Tbsigtrace|Low-level signalling trace]]
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*[[VoIP Ethernet Capture|VoIP capture]]
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*[[VoIP Ethernet Capture FreeSBC A|FreeSBC VoIP Ethernet capture]]
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*[[Target_Recording|Recording]]
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*[[How_to_troubleshoot_call_routing#Using_the_applications_log_files|Applications logs]]
  
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*Call trace,  low-level signalling capture, Toolpack applications logs,  etc. See https://docs.telcobridges.com/tbwiki/Troubleshooting
 
  
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<br> '''Application information ''(for TDev customer and Solution developers)'''''
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<br>
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*What does your application do? (e.g., [[Transcoding]], [[Ringback tones]], [[IVR]], etc.)
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*Are you using [[Toolpack]] for telephony functions?
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**If 'Yes', are you using your own application?
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**If 'No', do you use callctrl libs?, ha_manager?
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*Application schematic
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**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
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<br>  
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== Logging the issue in TBsupport tracking system  ==
 
== Logging the issue in TBsupport tracking system  ==
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Once you have gathered all of the information required above, please log it in the TBsupport tracking system (bugzilla) here: <br>  
 
Once you have gathered all of the information required above, please log it in the TBsupport tracking system (bugzilla) here: <br>  
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[https://support.telcobridges.com https://support.telcobridges.com]<br>  
 
[https://support.telcobridges.com https://support.telcobridges.com]<br>  
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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>  
 
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>  
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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.  
 
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.  
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<br>
 
<br>
  
 
== Providing remote access to your system  ==
 
== Providing remote access to your system  ==
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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.)
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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:
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*Type of connection (VPN, Microsoft Remote Desktop, SSH, GoToMeeting, etc.)  
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*IP Address, if applicable
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*User name, if applicable
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*Password, if applicable
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Latest revision as of 22:37, 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.)

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