XCS operates using a softphone client on a user's PC as data traffic through an internet connection.

As with every report, a ticket must be opened, we must have call examples within a 24-48 hour period, and each example must be pulled from Palladion and documented properly.  This would include the call info AND media summary from the palladion logged in the ticket.  Don't forget to attach the pcaps to the ticket.  Basic troubleshooting steps are no different than the rest of our voice services.

Call examples should always try to include the following information:  (note: the less information you have, the harder it will be to locate all call legs involved)

• • • Date of Call
    • Time of call (including Time Zone)
    • Direction (Outbound vs Inbound)
    • Originating Party (caller number)
    • Terminating Party (Agent receiving a call)
    • Any additional details pertinent to the call  (Transferred and something happened, put on hold and something happened)
    • Detail/step-by-step of the user’s actions

Screenshots from users can also be helpful when dealing with abnormal call behaviors so if the client can provide one of an incident, this is recommended.

Just like Ossmosis can conduct a call trace, you may conduct the same in XCS within the Analytics section for the client.  Please refer to: the XCS Call Trace

In some cases, it may be helpful to have a traceroute conducted from the user's machine. This can help shed light if a client/site/user is reporting chronic call quality issues.  The trace may be completed to:

Data:      ecs-apps.voip.evolveip.net - 64.27.43.188

Voice:    voip-ecs.evolveip.net - 64.27.43.100

ecs-apps.voip.evolveip.net and ecs-apps2.voip.evolveip.net 

When all basic troubleshooting steps have been completed but the root cause has not been isolated or the client is reporting chronic issues, ticket escalation to the next tier may be required.