Logging a fault

Created by Sagecom Support, Modified on Wed, 29 Nov 2023 at 12:53 AM by Sagecom Support

When logging a fault, please be prepared to supply information to help diagnose issues quickly and effectively. The following information should be gathered before logging a fault: 

  • What is happening? For example, no audio / one way audio / break up of audio / delayed speech / echo / robotic / static noise?
  • Is it on all calls or is it intermittent?
  • Does it affect a single phone, a few, or all phones?
  • Has the call been tried on another phone?
  • Is the issue on incoming calls, outgoing calls, or both?
  • Does the issue happen on internal calls?
  • What was displayed on the phone at the time of the call and afterward?
  • Are there any obvious patterns? For example, always at the same time of the day? Always when lots of people are taking calls?
  • Is the internet connection stable and checks have been run?

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