When raising a case on Connect for essensys to investigate, it is very important to include as much details as possible.

For every case, it is important that you first search the Knowledge Base for your issue. You may find your answer to the issue here which will save yourselves and the customers time on rectifying the issue. You are also required to do the basic troubleshooting steps for any issues you have, all of which can be found on the Knowledge Base.

If you cannot find your answer, or you have gone through the article(s) and the issue persists, then please raise a case with essensys.

Cases generally fall in to the following categories:

  • Connect
  • Voice
  • Network

Connect

Please go to the Connect articles before raising a case.

When raising a case for a Connect issue, please include:

  • Error Messages
  • Screenshots
  • The user login having the issue (if this is an issue for multiple users, please confirm this)
  • Confirmation that it has been tested on a different web browser i.e. Google Chrome, Mozilla Firefox, Internet Explorer
  • Confirmation that it has been tested on a different PC

Voice

Please go to the Voice articles before raising a case.

When raising a case for a Voice issue, please include:

If you are having issues such as one way voice, no voice, failed calls, we require the above information and call examples of the issue. When providing a call example, please include the following:

  • Callee Number
  • Caller Number
  • Time and Date of the Call
  • A description of what happened - Please be as specific as possible when reporting the issue. For example, if a call dropped, did this drop after the call was answered or before. This will be crucial information in our troubleshooting.

Network

Please go to the Network articles before raising a case.

Network issues can fit in to one of two categories - Wired Connection or Wireless Connection. There are number of Knowledge Base articles for Network issues, so be sure to search for your issue before raising a case.

For Wired issues, please provide the following:

  • Scale of the issue - Does this impact one User / Multiple Users for this client
  • Switchport(s) having the issue - Article - How to find your MAC address of Your Device
  • Confirmation that the patching has been checked - Article - Patching Explained
  • Information on the client set up - whether they have a Public IP, using their own devices, etc. - Article - Connect Service Guides
  • Confirmation that the bandwidth has been checked - Article - Bandwidth Graphs in Connect 
  • Confirmation that another device has been tested on this switchport to see if the same results occur 
  • Any error messages on the clients device e.g. No IP address - Articles - Network Support 

For Wireless issues, please provide the following:

  • Scale of the issue - Does this impact one User / Multiple Users for this client
  • Wireless Access Point(s) the client is connecting to - Article - How to find out which Wireless Access Point (WAP) a device is connecting to
  • Any error messages on the clients device e.g. No IP address - Articles - Network Support 
  • Information on the client set up - whether they have a Public IP, using their own devices, etc. - Article - Connect Service Guides 
  • Confirmation that the bandwidth has been checked - Article - Bandwidth Graphs in Connect
  • Confirmation that you have tested on another device has been tested within the clients office
  • Confirmation that the clients Wifi has been tested away from the clients office
  • Confirmation that the client can or cannot connect to Guest Wifi
  • Confirmation that a wired connection has been tested
     

 

 


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