Support

This chapter is intended to discuss what information you can initially provide in a support ticket so that your partner or C4B can support you in solving the problem as quickly as possible without having to ask for more information.

Attention

  • For end customers

    In case of problems, please contact your C4B partner. End customers do not receive direct support from C4B.

  • For C4B Partner

    If you have any problems, please contact support@c4b.de.

  • For Deutsche Telekom

    In case of problems, please contact your Remote Service Center.

General information

This information is generally required by support for every support case:

  • Server version, incl. the current patch version

  • What is the exact error case?

  • Since when does the behavior occur?

  • What would be the expected behavior?

  • Has it worked before? If so, possible causes as triggers? E.G.:

    • Updating the XPhone Server

    • Updating the server operating system

    • Änderungen an der Netzwerkkonfiguration

  • System/network load?

  • How does the problematic behavior manifest itself?

  • Is this behavior sporadic, or too completely reproducible?

General XCC/SIP gateway problems

If there are basic XCC, or SIP gateway problems: (Such as service not starting, failing, not turning green, or lines not turning green).

The following information is needed in addition to the General information:

  • PBX type and version

  • A full XCC, as well as a SIP Gateway logging if applicable, which contains the error case.

AnyDevice, Softphone, or general XCC telephony problems

Example

  • Incoming or outgoing AnyDevice/Softphone calls do not go through.

  • Or faulty call number signaling, or voice quality problems.

  • Or the dial-in to meetings does not work, or does not behave as expected

The following information is needed in addition to the General information:

  • PBX type and version

  • A full XCC, as well as a SIP Gateway logging if applicable, which contains the error case.

  • The description requires the following additional information:

    • Who has

    • When

    • Who (external, internal (which device), number…)

    • How (which devices were involved (AnyDevice incl. number, Softphone, CTI)

    Called?

In the special cases:

  • Follow Me cannot be set, the CTI (TAPI/CSTA) logs, as well as the Eventlog of Telephony > AnyDevice/Softphone Configuration are additionally required.

  • In case of problems with voice quality (also with voice quality in meetings), or no to one-sided voice connection will be additional:

    • A Wireshark trace is needed that contains either the entire network traffic of the server host, or at least the UDP port range that is set for RTP at the XCC.

    • Desktop, or mobile client version and their logs.

TeamDesk problems

Example

  • Agents show wrong status.

  • Agent remains In-Call even though the call was picked.

The following information is needed in addition to the General information:

  • For telephony issues related to Team Desk, additionally consider the AnyDevice, Softphone, or general XCC telephony problems section.

  • A Telephony XCC log is always required!

  • Otherwise the Eventlog for Administration of Team Desk or in case of configuration problems still the eventlog for TeamDesk configuration is needed.

  • Which device type (AnyDevice/Softphone/PBX phone) did the agent use?!

Analytics

If Analytics information is not available, or is incorrect, the following is also required:

Conference/Meeting Problems

The following information is needed in addition to the General information:

Have you found an mistake on this page?

Please send us a hint about this error by mail to doku@c4b.de. Thank you very much!