This page is step 1 in taking a support request from a client or partner.

Please perform the following actions when a client or partner calls reporting an issue with Evolve Teams Enterprise Voice user:

Opening a ticket in ICD

  1. Select all client information, location, and contact info
  2. Select Service Group = UCaaS
  3. Service = MS Teams Voice
  4. Select the Class Description
  5. Save ticket and perform standard CSC functions for executing the ticket or delegating to other Owner Group



Information Gathering and Research

  1. Determine the the user in question or is licensed and setup for Evolve Teams Enterprise Voice in OSSmosis - Basic, Standard, or Plus license type.  Or is it all users?
  2. Ask questions to determine a deeper understanding of what the issue is:
    1. Calling and Call Handling:  Inbound Calling, Outbound Calling, Call Handling (transfer, conference, Hold, Unhold, Mute, Unmute, etc).
    2. Microsoft Platform or Evolve IP:  If this is a calling issue, is it Teams to Teams and only on the Microsoft platform or is this inbound or outbound calling to the PSTN that traverses the Evolve IP network
    3. Feature Use:  Voicemail, Call Forwarding, Call Delegation, etc. 
    4. Endpoint:  Is this via the Handset or Soft Client.
      1. Endpoint - Handset:  Teams-Enabled Phone or SIP phone
      2. Endpoint - Soft Client:  Mobile or desktop.  Gather device and software information.
  3. Ask questions to determine the Tier 1 troubleshooting provided by the client.
    1. Time, date, incoming and outgoing calling information
    2. Replication of the issue with one or multiple other users
    3. Pulling logs from the user for Tier 2 and Tier 3 troubleshooting from Evolve IP
  4. Next Steps:  At this point, you should have all the details on the issue and are ready to proceed with the next steps in the process.
  5. Advanced Support:  During the sales process, a client must determine if they want Advanced Support OR Self-Service for their Office 365 tenant. 
    1. Advanced Support (aka Evolve Teams Office 365 Enterprise Voice Advanced Support):  Evolve IP is provided a login to the client's O365 tenant and this is stored in operational systems (secret server). EIP will provide post-implementation change orders and advanced support (Tier 2 & Tier 3) troubleshooting in your Microsoft Office 365 tenant for the Direct Routing Enterprise Voice solution. This includes managing domains, PSTN gateways, call routing policies, and users for direct routing. 

    2. Self-Service (aka MS Teams Direct Routing Self Service Administration):  The client does not provide Evolve IP with a login to the O365 tenant. The client will perform all Microsoft Teams Direct Routing configuration, implementation, and ongoing support themselves or with another Microsoft CSP in the Office 365 portal using both the GUI and MS PowerShell scripts.  The client will verify and purchase all necessary Office 365 licensing.  Evolve IP will provide a configuration guide to supplement the documentation from Microsoft and will only be responsible for troubleshooting issues that hit the Evolve network from Microsoft on the egress side of calling and ingress from the PSTN along with our platform in between.

       


Consult the UCaaS > Evolve Teams section under the client's Confluence page for licensing and handset information. This will be the easiest way to confirm the level of support the client has chosen for the Teams Enterprise Voice solution. Service Delivery is responsible for updating this content prior to hand offs to Support. 













What does Evolve IP document at Tier 1 Troubleshooting?



Please click HERE to see the documentation on Tier 1 troubleshooting functions that are performed by the client.

Here are the following sections:

  1. Issues with Calling, Call Quality, and Call Handling

    1. Call Forward to Evolve Teams
    2. Call Blocking
    3. Call Park and Retrieve
    4. Call Quality Troubleshooting
    5. Click to Call

  2. Issues with Features

    1. Delegation Settings
    2. Group Call Pickup
    3. Handset Management
    4. Microphone Settings
    5. Voicemail Management

  3. Questions on Reporting

    1. Reporting Guide 
    2. Analytics Guide

  4. Move, Add, Change, or Disconnect (MACD) 

          a. MACD Process

  5. Questions about features, invoice, reconfiguration, or general inquiry about what was perceived to be sold and how the solution works.  All of these requests are sent to the CRM/CTA group.


Appendix A:  

Support - Info Gathering/Decision Tree