Support:Submitting An Issue
From TBwiki
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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 quick resolution. | + | 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 quick resolution. |
| + | <br> | ||
| − | == Required information: System configuration == | + | == Required information: System configuration == |
| − | + | ||
| + | Please provide the following required information: | ||
| − | '''System configuration / set-up''' | + | <br> '''System configuration / set-up''' |
| − | *Type of TelcoBridges hardware device(s) (ex. [[TMP6400]], [[TMG3200]], etc.) | + | |
| − | *Toolpack/TMG-CONTROL software release number (ex. 2.3.8) | + | *Type of TelcoBridges hardware device(s) (ex. [[TMP6400]], [[TMG3200]], etc.) |
| + | *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.) | *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> '''Application description''' | ||
| − | + | *What does your application do? (e.g., [[Transcoding]], [[Ringback tones]], [[IVR]], etc.) | |
| − | *What does your application do? (e.g., [[ | + | *Are you using [[Toolpack]] for telephony functions? |
| − | *Are you using [[Toolpack]] for telephony functions? | + | **If 'Yes', are you using your own application? |
| − | **If 'Yes', are you using your own application? | + | **If 'No', do you use callctrl libs?, ha_manager? |
| − | **If 'No', do you use callctrl libs?, ha_manager? | + | *Application schematic |
| − | *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 | **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 | ||
| + | <br> '''Other information''' | ||
| − | + | *Description of the problem | |
| − | *Description of the problem | + | |
*Tracking number (If one was already provided to you by TelcoBridges TB Support) | *Tracking number (If one was already provided to you by TelcoBridges TB Support) | ||
| + | <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 here: <br> | ||
| + | |||
| + | [https://support.telcobridges.com:2443 https://support.telcobridges.com:2443]<br> | ||
| + | |||
| + | This will assign you a tracking number to follow the progress of the issue. This account e-mail will get an update on each comment put in any tracking. <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 be prepared to provide us with the following information: | ||
| − | + | *Type of connection (VPN, Microsoft Remote Desktop, SSH, GoToMeeting, etc.) | |
| − | + | *IP Address, if applicable | |
| − | *Type of connection (VPN, Microsoft Remote Desktop, SSH, GoToMeeting, etc.) | + | *User name, if applicable |
| − | *IP Address, if applicable | + | |
| − | *User name, if applicable | + | |
*Password, if applicable | *Password, if applicable | ||
Revision as of 12:49, 27 June 2011
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/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.)
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 TB Support)
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 here:
https://support.telcobridges.com:2443
This will assign you a tracking number to follow the progress of the issue. This account e-mail will get an update on each comment put in any tracking.
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
