Installation guide

Reporting problems to your Wave provider 22-53
Chapter 22: Monitoring and Maintenance
Wave Global Administrator Guide
To flag a problem call
1 In the ViewPoint Call Monitor, select the problem call.
2 Click the Flag a Problem button on the ViewPoint toolbar. (The Flag a Problem button is
located to the left of the Help button at the top of the screen.)
3 If prompted in the Problem Notes dialog, enter notes about the problem, and then click
OK.
(By default, you will not be prompted to enter notes. To configure this behavior, contact
your Vertical support representative.)
To gather logs for all flagged calls
1 At a less busy time, run the Wave Problem Report Wizard from the Start menu as described
on page 22-50.
Note: Running the Problem Report Wizard from the Start menu picks up the appropriate
logs for any flagged calls across multiple ViewPoint sessions. You can also run the Wizard
from within ViewPoint by choosing
Actions > Report a Problem, but this will only gather
the logs for calls flagged during the current ViewPoint session.
2 Follow the onscreen instructions. On the second Wizard screen, deselect the
This problem
involved a specific call or message
checkbox.
The problem report package
The problem report package is a single ZIP file. It contains all the information gathered about
the problem by the Problem Report Wizard. The Wizard saves the problem report package to
the location you specify.
The Wizard summarizes the information reported, including the date and time the report was
created, in a
ProblemInfo.txt file within the ZIP file. You can open a ZIP file with any zip
utility (for example, WinZip).
To prevent problem report packages from being overwritten, the Wizard gives each one a unique
name based on your company name and a sequence number.
Click
Release 2.0
September 2010