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TEMPLATE Asic Avaya ID Calls Between CM

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Daniel Sepulveda
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73 views3 pages

TEMPLATE Asic Avaya ID Calls Between CM

Uploaded by

Daniel Sepulveda
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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Avaya Business Partner – Case Support Template

(All fields are MANDATORY)

Have contacted Avaya IT but are still having issues when opening cases on support.avaya.com?

Please provide the following details

Avaya IT ticket # 1-13036548449


If you haven’t opened a case with our IT
department yet, please let us know why you
are sending this request to:
avayasdspanish@com

Case Details
Customer Sold To/FL 0050267667
Business Partner Company Name: Belltech Colombia
Business Partner Sold To/FL 0050044483
Daniel sepulveda
Business Partner Contact Information Daniel.sepulveda@belltech.la
(Must be ACS Certified) 57 317 5731620

Case Type
Support
In case of Part Replacement – Click Here.
Actual Impact
Critical – 75% service affected
High- >25% or above 50% High
Minor <25% or less

Expected priority (Specify, and justify if higher priority


is required)

Avaya Diagnostic Methodology

Please, add all information to understand the issue reported. Add complete details including call flow,
network diagram, traces or sniffers depending the issue. Add all necessary information to explain the
issue for this case. This is the Tier1 and Tier2 troubleshooting needed at the moment to create the case.

Have 2 CM's. h323 Trunk. One CM calls a VDN->Ann->Skill-


Problem Statement: Describe the trouble >Agent on the other end(CM). But the agent can't see the
experienced, symptoms or the service impacted – high level
extension number. Only can see the name.
Details: Environmental details, platform/server model
and software release, patches installed, applications
involved, scope of the problem, number of users impacted, CM 7
known changes at the customer’s site, customer’s No changes were made at the costumers site.
expectations

Problem Clarification: Complete and concise


statement of the problem you are trying to resolve Caller ID can not be seen in Phone Display. Avaya-Avaya
h323 Trunk. Incoming VDN->Skill->Agent. Only name is
displayed.
Add here “swversion” for CM or SES dadmin@asbogprovcm1> swversion
(don´t forget to inform the level of Service Operating system: Linux 2.6.32-504.8.1.el6.AV3.x86_64
Pack that the server has) x86_64 x86_64
Built: Apr 1 10:18 2015

Contains: 00.0.441.0
CM Reports as: R017x.00.0.441.0
CM Release String: vcm-017-00.0.441.0
RTS Version: CM 7.0.1.2.0.441.23523
Publication Date: 25 June 2015
VMwaretools version: 9.4.10.37835 (build-2068191)

UPDATES:
Update ID Status Type Update description
--------------------------------- ------------ -----
---------------------------
00.0.441.0-22903 unpacked cold 7.0.0.3.1-SP3
00.0.441.0-23523 activated cold 7.0.1.2.0-
FP1SP2

Platform/Security ID Status Type Update


description
--------------------------------- ------------ -----
---------------------------
PLAT-rhel6.5-0010 activated cold RHEL6.5-
SSP0010

CM Translation Saved: 2017-05-22 09:30:28

CM License Installed: 2017-05-14 21:34:40

CM Memory Config: Large


Findings: Include any potential causes discovered during
analysis including hardware failure
Calling directly between extensions id info
(Name/Extension) works fine.
Problem Analysis: All troubleshooting and testing
completed including results. Log files, traces During tac traces, the extension and the name can be
visualized. But the agent only sees the name.

Knowledge Management (InSite) Search


Results: List all articles referenced, include title, in
Troubleshooting

This is a new implementation? (yes/no) NO


Is working before the issue reported?
NO
(yes/no)
What is the implementation note used and
applied for this case?

What is the evidence that this is a product


issue and not a configuration issue?
Remote Access Details
(As per Avaya’s policy VPN or Web Conference are not allowed remote access options.
Accepted remote access via MODEM or SAL only.)
Type: SAL, INADS, RAS/SSG, Tracker, Modem, PC Remote Access such as Teamviewer or Show My PC,
Anywhere, Other LogmeIN.
Access Details: PSTN, IP address, Port Number PSTN
Log in details: (ID and Password)
Special consideration for official connection
(very important if the case needs to be
escalated)

Special Handling or Considerations

 For Parts Replacement requests, we will require additional information that can be added in the Special Handling
and Considerations Field:
1- Equipment model:
2- Color (If applies):
3- Commercial Code (Com Code)/Part number:
4- Serial Number:
5- Full name and contact phone number of the person who will receive and deliver the parts.
Complete pick up and drop off address.
6- Product Correction Notice (PCN Code) if applicable

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