If you send us a Technical Issue Ticket you will be asked for the following details but if you haven't filled it out or if you sent us a regular E-mail about a Technical issue we will usually ask you for the 'Minimum Call details' before we can start any real investigation.
What are the Minimum Call details that we need to find the affected call(s) and to start an investigation?
The following details should not be older than 24 hours maximum, the newer the better.
1) Voyced account called from:
2) The number called from (if a different Caller ID is displayed):
3) Number called:
4) This number is called as (exactly as dialed):
5) The operator used to place the call (if known):
6) Date & time (including timezone if not taken from Voyced Hosted IPPBX details):
7) Result (what happened/didn't happen as expected):
As we're sure you can imagine, there are many calls going through our system at any time.
Without the above details, it is like looking for the proverbial needle in a haystack to try and find the log file we need for our investigation.
Even if we would find a call log that belonged to you, perhaps it would be the incorrect one, and we would start investigating a call that was fine and therefore coming to the wrong conclusions and lossing time.
So, to speed things up and to make sure we investigate the correct call we will need the above details especially as the issue at hand is often outside our system and external parties will not even start an investigation unless they know the very specific call to investigate.
The more precise we know what call and what happens (or doesn't happen) the faster we are likely to find and fix an issue.
We that you for your help and understanding in this.
Last updated: 01/01/2024
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