Below are a list of checks required to perform and confirm they have been performed before raising a fault support ticket.

  1. Acknowledge that you have searched /read any applicable solutions in the solution area.
  2. Supply screenshots (if applicable) of the issue experienced.
  3. Check the barred calls logs (only applicable to attempted failed outbound calls)
  4. Check the 'VM' ('VoIP Monitor') SIP trace tool link via the 'CDR' tab (only applicable to call related issues)
  5. Raise a fault ticket providing the above information. Please refer to 'Step 5' in the following solution raising-a-fault-ticket.

For all other issues you should supply a SIP trace (e.g Wireshark or similar network protocol analyser tool) that captures the issue in question (if the issue is connectivity or call related).