Collecting information related to a problem

If problems are reported by customers trying to call in to the system or problems related to outcalls, collect as much information as you can. The following steps include the questions that you need to answer about the problem and the information to collect.

#	Task
1	Obtain the following information from the caller: What number did the caller dial (the DNIS)? What number was the caller calling from (the ANI)? What time (and day) did the caller try to call the system, and what time zone was the caller calling from? How did the system respond when the caller tried to call in? For example, did the system: Give a busy signal? Ring but not answer? End the call unexpectedly in the middle of the session? Produce garbled or unrecognizable output? Fail to recognize the responses of the caller? Suddenly stop responding to the caller?
2	Using the information from the caller: Try to reproduce the system response. Collect whatever additional information that you can from your own observations of the system responses. If you can reproduce the system response and the problem, you can easily troubleshoot the problem.
3	Check the Avaya Experience Portal system to see if any component see if any component fails or is not functioning correctly. For example, check the MPP status.
4	Check the event and alarm logs.
5	Check the transcription of the call session to learn exactly what happened with the call.
6	If you are unable to troubleshoot the problem and need to contact customer support: Collect and pack the diagnostic logs on the MPP as described in Packing MPP logs and transcriptions in a TAR file. Get the version numbers of the Experience Portal software as described in Finding the version numbers for the Experience Portal software.