How to report a phone or ConnectUC problem
Objective
Collect the information Automated Telecom Support needs to investigate a phone or ConnectUC problem efficiently.
Before contacting Support
Record:
- Your company, location, name, extension, and callback number
- The affected device and application
- What you expected to happen and what happened instead
- Any error message shown
- When the problem started
- Whether the problem affects one user or multiple users
- Date and exact time
- Calling number
- Called number
- Whether the call was inbound or outbound
- Which party experienced the problem
Do not send passwords, voicemail PINs, authentication codes, or other private credentials.
Report an issue from ConnectUC
- Reproduce the problem when possible.
- Select your user icon in ConnectUC.
- Select Report an Issue.
- Describe the problem and submit the report.
- Copy the Reference ID and include it when contacting Automated Telecom Support.
A ConnectUC Reference ID allows Support to retrieve application logs associated with your report.
Contact Automated Telecom Support
- Phone: 760.837.7000
- Email: support@automatedtelecom.com
Verification
Confirm that Support received the company name, affected user, call examples, problem description, and ConnectUC Reference ID when applicable.
Expected result: Support has enough specific information to begin investigating without requesting basic call details again.