Troubleshooting Guide

Data collection for non outage problems
Use the information in this section to collect data for problems that are less service-impacting than
an outage.
Gathering critical information
This section identifies the critical information that you must gather before you contact Avaya
Technical Support.
You must attempt to resolve the problem using this document. Contact Avaya as a final step taken
only after you are unable to resolve the issue using the information and steps provided in this
document.
Gather the following information before you contact Avaya Technical Support:
• a detailed description of the problem
• the date and time when the problem started
• the frequency of the problem
• if this is a new installation
• if there is information in the InSite Knowledge Base — Have you searched the InSite
Knowledge Base? Were related problem solutions found? Is there currently a work around for
this issue? You can search the InSite Knowledge Base on the Avaya Support site at
www.avaya.com/support. Use the Advanced Search option to narrow your search to specific
categories (products) and document types.
• if the system was recently upgraded — Have you recently changed or upgraded the system,
the network, or a custom application? (For example, has configuration or code been changed?)
When were these changes made? Provide the date and time. Who made these changes?
Were the changes made by a partner or customer? Provide the names of the individuals who
made the changes.
Data collection for non outage problems
January 2017 Troubleshooting 21
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