Troubleshooting guide

Introduction
19
Making a Support Call
1. Ensure that you have collected as much information as possible (see Table 2).
2. If possible, establish local or remote access to the system (for example, the 3300 System
Administration Tool) that you require support for before you call.
3. Call Mitel Technical Support:
- From within Canada and the United States, dial the following toll-free number:
1-800-561-0860
- From outside Canada and the United States, dial the following long-distance number:
1-613-592-7849
4. Describe the nature of the problem to the technician.
5. Record your problem ticket information.
What are Normal Business Hours?
• 8:30 am EST to 5:00 pm LOCAL time (local to North American customer site), Monday to
Friday, excluding public holidays.
What are After-Hours Calls?
• Calls originating outside normal business hours (as defined above).
What type of phones are you using (for example
5330, 5340)? How many display phones are
connected to the system? Do any of the phones
have PC applications associated with them?
These factors affect system performance.
Is there a pattern? For example, does the
problem follow the phone? Can you ping the IP
phone?
None.
Have you noted any display information? None.
Have you tried increasing keepAlives up to 1
minute via the System Administration tool
registry entries?
None
Do you have a complex network (for example,
multiple nodes and or sites)?
If yes, a network topology diagram is
required.
Can you obtain a packet capture via a packet
analyzer (sniffer) at the phone level?
Packet capture helps Technical Support to
analyze the state of the network and the
condition of the phone.
Can you obtain an IP Phone Analysis (IPA) for
the phone in question?
IPA provides crucial information about how
the phone is reacting.
Table 3: IP Phone Information
Question Answer Comment
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