Applies To

Call2Teams/Customers


Overview

If you have a problematic call and wish to refer this to support, you can find the unique Call ID by following these steps.


Rather than just providing phone number information, the Call ID is unique to a particular call so is more useful and accurate in quickly investigating an issue. 


Call ID

From the users tab, for the affected user click on the call arrows to bring up the Recent Calls information:

Click the 'View Recent Call Log link to bring up a window with the list of call for that user:

For the required call, click the 'pop-out' icon to open a new tab with the Call Data information.




The piece of information to provide when reporting the issue is the URL of the page that shows the call information.


Also please place the call on Diagnostic Hold as call information is not retained for more than a few days otherwise.


Providing we have this information, you do not need to send the call log detail unless there is an anomaly you wish to highlight.




Further Details

if you cannot find your call in the call logs shown above please provide:


Test Calls:

Where an external call is part of the equation, please try to make this a mobile/cellular call.


Please use the following template when responding.

Date/Time (example from today if possible)
Call URL
Call Direction
Caller (number/name/ Teams username)
Callee (number/name/ Teams username)
Result

We'll then be able to dig into our logs to trace the call.