Collecting Information and Seeking Technical Support

Fault symptom

Including but not limited to:

• Detailed fault symptom: Describe the fault symptom in detail.
• Background information about the fault: Describe what operations have been performed by users or maintenance engineers before the fault occurs and whether data modification or relevant operations are performed on other devices in a same networking.
• Fault time: Write down the time when the fault occurs.
• Fault range: Describe whether the fault occurs on single offices or all offices, or on a single port or all ports, or on a single board or all boards.
• Fault probability: Describe whether the fault occurs on a probability basis.

Networking information

Describe all networking information (do not write down only the name of the access network equipment. Instead, provide the detailed description of connections between the lower equipment and the upper equipment). The networking diagram can be provided.

The description is specific to the minimum NE, including relevant equipment such as access network equipment, transmission equipment, and switches. This aims to know about the peripheral equipment of the access network.

Version Information

Including but not limited to:

• Equipment version and patch information.
• Board configuration, board software, bar code information.
• If terminals are involved, relevant information about the terminals (such as terminal type and terminal vendor) needs to be provided.
• If network management system (NMS) equipment or core network equipment is involved, its version information needs to be provided.
• In the case of faults in the VoIP service, the DSP version ID needs to be provided.

Operations that have already been performed and relevant results