Installation guide

Reporting problems to your Wave provider 22-52
Chapter 22: Monitoring and Maintenance
Wave Global Administrator Guide
Examples of these types of problems include:
• Problems with specific calls in ViewPoint.
• Problems with specific voice messages in a ViewPoint Voice Messages folder.
• Call-handling problems that involve ViewPoint or the Wave Server, for example, calls
cannot be conferenced.
• User cannot make outbound calls from ViewPoint.
While you can run the Problem Report Wizard as described on page 22-50 to report any
problem, there are several easy ways to report call and voice message problems directly from
ViewPoint:
• In the ViewPoint Call Log view, select the problem call (or the call that left the
problem voice message), and then choose
Actions > Report a Problem. The Problem
Report Wizard starts with information about the call already entered.
• To report a problem with an active call, select the problem call in the Call Monitor
View and then choose
Actions > Report a Problem. The Problem Report Wizard starts
with information about the call already entered.
• If you are very busy, you can alternatively select the problem call in the ViewPoint
Call Monitor and click
Flag a Problem (described below) to automatically gather
information about that call, and then run the Problem Report Wizard at a later time.
Flagging a problem call
The
Flag a Problem button in the ViewPoint Call Monitor lets users click once to flag a problem
call, for example, a call that is not displayed correctly in the Call Monitor, or a call in ViewPoint
that doesn’t match the call on the user’s phone.
Flagging a problem call can streamline the problem reporting process, for example if a company
operator has too many calls coming in and cannot afford the time away from handling customers
to run the Wave Problem Report Wizard for each individual problem call. You can then run the
Problem Report Wizard once, at a less busy time, to gather the logs for all of the flagged calls.
Release 2.0
September 2010