Trio 8500, Trio 8800, Trio C60
Escalation Requirements
Information Needed | |
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Detailed Problem Description |
Example: Trio C60 will drop calls after an hour into the meeting. This issue only happens over the customer’s internal network. I have included a detailed description of the customers network environment, the date and times the issue started, as well as my troubleshooting steps to replicate the problem. I have tried factory resetting the phone. I have attached the Microsoft Snooper trace, phone configs, and phone logs. |
Common Baseline Information |
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Files Needed | |
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Support Information |
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Packet Captures |
Packet captures are essential in troubleshooting potential network-related issues. A packet capture should be taken from a port mirrored to the phone’s port, preferably using Wireshark in promiscuous mode. |
Files to Include |
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Date & Time of the incident |
Note the time and date for each instance the issue was reproduced. The phone logs provided must correspond to these times and dates. Include any relevant IP addresses, Call-IDs, and account/registration addresses. |