Voice Management Guide

The Voice Management user guide

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1. Direct your request correctly

Axialys has two separate counters for requests related to the operation of the products.
If your request concerns…

● a service currently being deployed (not still billed)
● a configuration question
● advice, a practical question
● an evolution/modification of service

… so it does not concern our Technical Support team and should be sent to our Customer Success team at [email protected]

However, if your request concerns a defect in a service that is usually functional, then your request should be sent to support @axialys.com, following the procedure described below.

In general, it is your responsibility to ensure that the problem encountered does not come from your own infrastructure, your equipment or your connection operator, if applicable.

In the event of a problem wrongly reported, not involving the responsibility of Axial ys, Axialys may invoice the customer for a time-based service for the analysis of the problem on the basis of 100 EUR/hour and more generally the costs incurred, with a minimum of 50 EUR, increased to 250 EUR in the event of travel a technician.

2. File a Support ticket

Your request must be sent by email, and must be as complete as possible (see below).

Once you have sent your first email, you will receive access to our ticketing https://zammad.axialys.net/, in order to be able to follow your ticket and to be able to make others.

You will receive from our Support an email, after each creation of a ticket for confirm it to you and after each response from our Support.

3. Items to send to support

The information required depends on the location of the malfunction: operator panel, supervision screen, administration interface.

3.1. Operator panel

If there is a malfunction on the operator panel, we need all of the
following information:

– The description of the malfunction,
– The frequency and reproducibility conditions,
– The timestamp of the call (date + time),
– The type of call (incoming or outgoing),
– The customer’s telephone number,
– The operator concerned,
– The extension used: third-party extension (direct number not managed by Axialys), Centrex Axialys with/ without WebRTC
– The place of connection: on site or at home
– The connection configuration: browser (and its version), and connectivity (wired or wifi),
– In the case of a transfer:
– the type of transfer,
– the person to whom the call or group was transferred, …
– Screenshots,
– The bug report in .txt format (to be taken at the time of the bug, without reloading the front banner).

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3.2 Supervision screen

If there is a problem on the supervision screen, we need all of the following information:</ p>

    • The description of the malfunction,
    • The frequency and reproducibility conditions,
    • The timestamp of the time displayed and of

< li>update time (date + time),

  • Account used,
  • Screenshots,
  • Bug report .

 

3.3 Administration interface

If there is a problem on the extranet, we need all of the following information:</p >

  • The description of the malfunction,
  • The URL related to the malfunction,
  • The account used,
  • Screens of screen.
3.4. Details 3.4.1. Quality of the elements provided It is essential that the information transmitted to us be accurate and precise, otherwise our analysis may take longer, require more round trips and above all may not be conclusive. 3.4.2. Description of the malfunction For the description of the malfunction: we ask for as much detail as possible, indicating for example a context: after a change of status, on the first connection, the button concerned, a click that did not work, a missing element (button or notification not appearing)… 3.4.3. Timestamp It is necessary to provide us with an accurate timestamp. Sending us “around 3 p.m.” is usually not enough. In addition, if the time is not Paris time, please let us know. 3.4.4. Screenshots Screenshots (of the whole screen) are also important because they give us information like the PC time, the browser used, if several pages or tabs are used at the same time, if a plugin is installed, the state of the “Phone” tab… 3.4.5. Bug report in the event of a malfunction on the operator panel It must be retrieved at the time of the bug, without reloading the banner before. It is necessary to click on the beetle to generate the bug report. This must be copied/pasted and inserted into a file in .txt format, an image report would not allow us to easily search or pick up relevant elements. 3.4.6. Team Viewer Depending on the problem, it may be necessary to schedule a remote control session of your computer with the Teamviewer tool. It is advisable to download the Axialys version to facilitate the exchange: https://get.teamviewer.com/axialys.
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