Support:Submitting An Issue

Revision as of 10:20, 21 August 2009

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 quick resolution.

Required information: System configuration

Please provide the following required information:

System configuration / set-up

• Type of TelcoBridges hardware device(s) (ex. TMP6400, TMG3200, etc.)
• Toolpack 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.)

Application description

• 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

Other information

• Description of the problem
• Tracking number (If one was already provided to you by TelcoBridges support)

Once you have gathered all of the information required above, please send it in an email to TelcoBridges support, quoting the tracking number in the message subject line.

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