Overview

Troubleshooting

  1. Define history and scope 
    1. Was the supervisor able to receive calls yesterday? 
    2. Any prior tickets or recent changes to the account? 
    3. Are they the only supervisor to be affected? 
  2. Data Collection and Troubleshooting 
    1. Define the situation 
      1. A call is offered to the XCS Supervisor, they pick up – what happens? 
        1. How do they pick up? On the phone? On the XCS app? 
    2. Does a call not get offered to the supervisor? 
  3. What is the endpoint? 
    1. Check the endpoint in OCOM – any errors? 
    2. Can you call the endpoint directly without involving XCS? 
    3. Verify the endpoint is working as expected independent of XCS 
  4. Which XCS Supervisor is the end user using? 
    1. If a 64-bit client, the user cannot use an Internal VoIP phone, recommend switching over to a 32-bit client 
  5. Make sure the endpoint is selected correctly in the XCS Supervisor client 
    1. Look in the lower right corner of the app, next to the current time
    2. Have the supervisor go into a non-Ready state (Back Office, Offline, Handle Outgoing, Break) and click on the endpoint in the lower right-hand corner of the Supervisor app to change the endpoint 
  6. If it says “No Phone Connected”, attempt to change the endpoint to the correct endpoint 
    1. HPBX: endpoints such as physical desk phones, UC-One 
      1. Use Broadsoft user ID 
    2. Private: endpoints including cellphones (similar to Remote Office) 
    3. Internal VoIP phone: XCS as an endpoint (answer calls on the PC) 
  7. Obtain XCS Supervisor client logs 
  8. Can this be replicated? 
    1. If so, how? 
  9. (optional) Obtain XCS credentials or permission to reset credentials to test 
  10. Escalation to Support Center 
    1. Note the history and scope 
    2. Note call examples if any 
    3. Attach XCS logs 
    4. Note any testing done 
    5. Note if the behavior can be replicated 
    6. Note any XCS creds obtained 

Summary (optional)