Providing essential information is critical to getting quick resolutions to your problem.
As a general rule of thumb the following information should be included when reporting a call problem:
- Time the incident occurred.
(Be specific as possible, most phones display the exact time on the display)
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Was this an inbound, or outbound call?
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What was the number being dialed?
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What was the number of the caller?
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What was the user's extension that was involved?
Providing the above information will allow engineers to quickly look for the related call logs to determine the issue at hand, and troubleshoot the cause. If you do not provide this information, the engineer will likely ask you to provide this information so they can locate the call records. This will delay resolving the issue while engineers wait for additional information.