Information to include in a Voalte Support request

Story/Description: Information necessary for the Voalte Support team to be able to investigate issues.

1. What was the issue experienced? Please provide a brief description of the problem.
   
   1. Call issue (Quality/dropped)
   2. Text Message
   3. Hardware
      
      
2.  What date/time did the issue occur?
   1. Please be as specific as you can, ideally and exact time.
      
      
3. Can this issue be replicated, or was this a single occurrence?
   1. If possible please include steps to reproduce.
      
      
4. What is your name/username/extension/Device ID?
   

   If the issue is related to call quality, please include answers to the below questions:
   
   

5. Was call placed or received?
   
   
6. Who was on the other end of the call? (Name and extension)
   
   
7. In what location (specific part of the unit) was each person on the call when the issue occurred?
   
   
8. Was the person on the other end of the call on a Voalte phone, a non-Voalte hospital phone, or an outside line?What phones were used during the call? (Sticker labels and/or serial numbers on the phones)
   
   
9. If the issue is echo, choppy or garbled audio, did both parties on the call experience it?
   
   
   

Details Matter:

• Submit a single ticket when there are multiple reports of same issue
  • Be sure to include the details for each separate issue within the ticket
• Screenshots or videos that support the issue being reported
• Please be concise with the information that you are providing

Ticket Example:

Subject: [General Hospital] Voalte Me User Auto Logged Out During Upgrade

Body:

Amy Rice – username: arice0654

January 1 0700 - 0720

General Hospital – Main Tower - CVICU

iPhone 7 - S/N: xxxxxxxxxxx

Voalte Me 3.6.1 server 3.5.7

User logged was logged into Voalte Me, upgraded the Voalte Me application, received a notification for a text message, but when launching the app was not logged in.