Chapter 30: Data Collection Required For Technical Support Cases; Gathering Critical Information - Avaya 8800 Troubleshooting Manual

Chapter 30: Data collection required for
Use the following sections to learn about gathering information before you contact Avaya for technical
support.

Gathering critical information

Before contacting Avaya Technical Support, you must gather information that can help the
technical support personnel when troubleshooting. This section identifies all the critical
information that should be gathered before contacting Avaya Technical Support.
You must attempt to resolve your problem using this troubleshooting guide. Contacting Avaya
is a final step taken only when you have been unable to resolve the issue using the information
and steps provided in this troubleshooting guide.
Gather the following information before contacting Avaya Tech Support. Collecting this
information helps Avaya analyze and address the reported issue.
• Detailed description of the problem.
• Date and time when the problem started.
• Frequency of the problem.
• Is this a new installation?
• Have you search the solutions database? Were any related solutions found? Is there
currently a workaround for this issue?
• Have you recently changed or upgraded your system, your network, or a custom
application? (For example, has any configuration or code been changed?)
When were these changes made? Provide the date and time. Who made these changes?
Were the changes made by a partner or customer? Provide the names of the individuals
who made the changes.
Also provide Avaya Technical Support with the following information:
• a copy of your configuration files
• a copy of the .000 file from the PCMCIA (or external flash)
• a detailed network topology diagram
Troubleshooting
Technical Support cases
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