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
- Login to Manager Portal with Office Manager account. ( Click here for Reseller Account Guide )
- Navigate to call history
- Filter the results by clicking on the filter icon (Optional)
- 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
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In the popup window, Right click on View Full Trace and click Copy Link Address
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Now go to Getting Support to submit a ticket or/and paste the link to an existing email thread.