User's Manual

Avaya Site Administration Reference
157
Before you call
Before you call, please have the following information available:
 your name and number (in case we need to call you back)
 your installation location (IL) number
 your company’s main phone number
 the type of your voice system
 the number of trunks on your system
 the number of stations on your system
Remember, if the problem is with equipment or service outside of your own equipment,
you need to call your vendor or service provider. If you determine that the problem is with
your own equipment, such as on your own stations, voice system, or trunks, give Avaya a
call.
Be ready to talk about:
 the problem you want to solve
 a log of the steps you took and the information you gathered while performing your
diagnosis of the problem.
 if the problem is with a new component or feature
 if something that used to work now does not work
 any numbers involved with the problem (for example, extensions or phone numbers,
trunk group numbers, phone types, or report types)
 the contents of any recorded messages received
 error messages from the voice system
 type of ringback tones received on phones
 the names and numbers of your vendors
 any other pertinent information