How to submit a call trace

You will be asked to submit a sample call trace when you're experiencing a problem and to expedite the troubleshooting process for the Technician for routing or call quality issues.

What do I need?

  • Office Manager or higher scope
  • Information about the call( Time, Caller Number, Etc.. )

Getting the call trace sample

  1. Login to Manager Portal with Office Manager account. ( Click here for Reseller Account Guide )
  2. Navigate to call history 
  3. Filter the results by clicking on the filter icon (Optional)
  4. Once you have located the call from the list, click on the magnifying glassicon to the far right next to it.   

    Note: Sometimes a call history would have more than one call legs.  Make sure you provide each trace

  5. In the popup window, Right click on View Full Trace and click Copy Link Address

  6. Now go to Getting Support to submit a ticket or/and paste the link to an existing email thread.