Support:Submitting An Issue

Revision as of 12:29, 2 September 2014

TelcoBridges supports a wide variety of 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.

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. TMP6400, TMG3200, etc.)
• Serial numbers of TelcoBridges hardware units (ex. TB00xxxxx)
• 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.

System configuration / set-up

• Configuration summary (ex. SIP to SS7, MGC + H.248, SIP to ISDN, ect.).
  • Provide the system configuration (see https://docs.telcobridges.com/tbwiki/Troubleshooting_Toolpack#System_configuration_backup).
• 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.)

Troubleshooting capture

• Call trace, low-level signalling capture, Toolpack applications logs, etc. See https://docs.telcobridges.com/tbwiki/Troubleshooting

Application information (for TDev customer and Solution developers)

• What does your application do? (e.g., Transcoding, Ringback tones, IVR, etc.)
• Are you using Toolpack for telephony functions?
  • If 'Yes', are you using your own application?
  • If 'No', do you use callctrl libs?, ha_manager?
• Application schematic
  • 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

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 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