First Steps

When a problem arises on the IP-Trade System, the first actions to take are:

1.Be on site to witness the issue

2.Check for any defect hardware

3.Perform basic network troubleshooting
 

•layer 1/cabling

•layer 2/switching

•layer 3/routing

•layer 4/firewalling

4.Get the installed IP-Trade Release:
 

•TSS (R.x.y.aaaa)

•Turret (R.x.y.bbbb)

•TPO (R.x.y.cccc)

•PLAD (R.x.y.dddd)

•PBX

•Recorder
 

5.Check for any recent change on the system components:

•Configuration in User/Shared profile on TSS

•Configuration in FTP settings on TSS

•Configuration in TPO Cluster on TSS

•Configuration on CUCM

•Configuration on PLAD

6.Characterize the issue:

•Type of calls: All calls? Incoming? Outgoing? Internal? External? National calls? International calls?

•Type of lines: Private wires? Mobile phone networks? Land lines?

•Type of device: Handset? Headset? Loudspeaker? Microphone?

•Sound issue: Noise? Distortion? Volume? Caller? Called party?

•Access issue: TSS? Console? LDAP? Database?

•Error messages: On turret? In TSS console?

7.Get a detailed scenario of the issue

•Sequence of events: which actions led to the issue

•IP addresses involved: Turret – TPO – TSS – PBX – PLAD – Recorder

•Phone extension involved: Turret – IP phone – Mobile

•Login ID of user involved

8.See Generic Issue for set of logs needed per type of issue
 

9.Reproduce the issue (if possible) and gather all logs and traces

•TSS report

•Syslog

•Network trace

•Debug Info

•Screenshots

10.Check TSS Help, Trouble Shooting Guide and Yellow pages for info to solve the issue
 

11.Open an IP-trade Support case: support@iptrade-networks.com