Your full name, organization, and telephone number where an Avaya representative can contact you about the problem.

The Sold To number.

Also known as the Functional Location (FL) number.

Detailed description of the problem.

The type of service contract your organization has with Avaya.

Your product release information.

Include the software versions, hardware deployment type, operating system, third-party software and database versions.

Description of any Avaya Professional Services contracts.

Description of remote access availability.

Date and time when the problem started.

Refer to log files if applicable.

If the problem is intermittent, determine when the problem started and stopped.

Frequency of the problem.

What InSite Knowledge Base solutions have you tried?

Use the Advanced Search option to narrow your search to specific categories and document types.

Detailed information about recent system upgrades, network changes, or custom applications.

Include the date and the time when the changes were made. Also include information about who made the changes.

Appropriate logs and packet captures of the issue.

Take packet captures when the issue occurs and save appropriate logs to facilitate investigation.