digital-agent-phone-system-troubleshooting

{
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    "source": "https://www.drawdecisiontree.com",
    "description": "DrawDecisionTree.com is a free tool for building, sharing, and embedding interactive decision trees. This file is the machine-readable export of a published decision tree. The `dsl` field contains the original source in the Decision DAG DSL; the `dag` schema is documented at the URL in `schema` above.",
    "links": {
      "interactive": "https://www.drawdecisiontree.com/trees/dasupport/voicetroubleshooting",
      "embed": "https://www.drawdecisiontree.com/embed/path/dasupport/voicetroubleshooting",
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      "author_trees": "https://www.drawdecisiontree.com/trees/dasupport"
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    "generated_at": "2026-09-16T22:04:30.655Z"
  },
  "author": {
    "handle": "dasupport",
    "first_name": "Digital",
    "last_name": "Agent",
    "avatar_url": "https://lh3.googleusercontent.com/a/ACg8ocJf2utbt9DMoyUiJ7pmEU8nx5T-jHsDOSWn3sb5DESOSjrTdUvU=s96-c",
    "display_name": "Digital Agent"
  },
  "file": {
    "id": "8b88d258-a694-4b8f-9fea-87efdc7bf94c",
    "name": "digital-agent-phone-system-troubleshooting",
    "public_slug": "voicetroubleshooting",
    "updated_at": "2026-09-03T03:32:16.2887+00:00",
    "url": "https://www.drawdecisiontree.com/trees/dasupport/voicetroubleshooting",
    "json_url": "https://www.drawdecisiontree.com/trees/dasupport/voicetroubleshooting/tree.json",
    "dsl_url": "https://www.drawdecisiontree.com/trees/dasupport/voicetroubleshooting/tree.dag"
  },
  "meta": {
    "description": null,
    "mode": "decision",
    "entry": "START",
    "tags": [],
    "image": null
  },
  "questions": [
    {
      "id": "START",
      "text": "Which phone system does the customer use?"
    }
  ],
  "outcomes": [
    {
      "id": "OUT_ITGLUE",
      "label": "Identify the phone system"
    },
    {
      "id": "OUT_NETWORK",
      "label": "Troubleshoot network connectivity"
    },
    {
      "id": "OUT_VPN",
      "label": "Troubleshoot VPN connectivity"
    },
    {
      "id": "OUT_HOME_GUIDE",
      "label": "Refer to the Home User Troubleshooting Guide"
    },
    {
      "id": "OUT_SW_USER",
      "label": "Switchvox user configuration issue"
    },
    {
      "id": "OUT_SW_CREDENTIALS",
      "label": "Switchvox credential issue"
    },
    {
      "id": "OUT_SW_HOSTNAME",
      "label": "Switchvox hostname issue"
    },
    {
      "id": "OUT_REGISTRATION",
      "label": "Switchvox registration issue"
    },
    {
      "id": "OUT_SANGOMA",
      "label": "Escalate to Sangoma"
    },
    {
      "id": "OUT_SOFTPHONE_UPDATE",
      "label": "Update the desktop softphone"
    },
    {
      "id": "OUT_SOFTPHONE_SOP",
      "label": "Refer to the Softphone Troubleshooting Guide SOP"
    },
    {
      "id": "OUT_BS_DOCS",
      "label": "Refer to BroadSoft internal documentation"
    },
    {
      "id": "OUT_WEAVE",
      "label": "Open a ticket with Weave"
    },
    {
      "id": "OUT_APPLICATION",
      "label": "Application issue"
    },
    {
      "id": "OUT_INDIVIDUAL",
      "label": "Individual user issue"
    },
    {
      "id": "OUT_PROVIDER",
      "label": "Provider or carrier issue"
    },
    {
      "id": "OUT_ENGINEERING",
      "label": "Escalate to Digital Agent Engineering"
    },
    {
      "id": "OUT_TRUCK_ROLL",
      "label": "Potential onsite truck roll"
    },
    {
      "id": "OUT_PHONE_REPLACEMENT",
      "label": "Phone may need replacement"
    },
    {
      "id": "OUT_RESOLVED",
      "label": "Issue Resolved"
    }
  ],
  "dsl": "dag: digital-agent-phone-system-troubleshooting\nversion: 3.0.0\nentry: START\n\n\nSTART: Which phone system does the customer use?\n  hint: Check IT Glue > Voice/PBX Asset.\n  A: Switchvox  -> SW_USERS\n  B: BroadSoft  -> BS_USERS\n  C: Weave      -> WV_USERS\n  D: Unknown    -> OUT_ITGLUE\n\n\nSW_USERS: How many users are affected?\n  A: One user                  -> SW_DEVICE\n  B: Multiple users            -> SW_MULTI_USERS\n  C: Everyone at one location  -> SW_LOCATION\n  D: Multiple locations        -> SW_MULTI_LOCATION\n\n\nSW_DEVICE: Which Switchvox device is affected?\n  A: Physical phone    -> SW_PHONE_ISSUE\n  B: Mobile app        -> SW_MOBILE_USER\n  C: Desktop softphone -> SW_DESKTOP_HOSTNAME\n  D: Multiple devices  -> SW_MULTI_DEVICE\n\n\nSW_MULTI_DEVICE: Does the problem occur on every device the user has?\n  A: Yes -> OUT_INDIVIDUAL\n  B: No  -> SW_MULTI_DEVICE_TYPE\n\n\nSW_MULTI_DEVICE_TYPE: Which Switchvox device has the problem?\n  A: Physical phone    -> SW_PHONE_ISSUE\n  B: Mobile app        -> SW_MOBILE_USER\n  C: Desktop softphone -> SW_DESKTOP_HOSTNAME\n\n\nSW_PHONE_ISSUE: What is the physical phone issue?\n  A: Phone is not powering on          -> SW_PHONE_POWER\n  B: Phone is offline or unregistered  -> SW_PHONE_REBOOT\n  C: Cannot make outbound calls       -> SW_PHONE_REBOOT\n  D: Cannot receive inbound calls     -> SW_PHONE_REBOOT\n  E: No audio or one-way audio        -> SW_PHONE_REBOOT\n  F: Poor call quality                -> SW_PHONE_REBOOT\n  G: Calls dropping                   -> SW_PHONE_REBOOT\n  H: Voicemail problem                -> SW_PHONE_REBOOT\n  I: Transfer problem                 -> SW_PHONE_REBOOT\n  J: Other                             -> SW_PHONE_REBOOT\n\n\nSW_PHONE_POWER: Can the user try plugging the phone into a different location?\n  A: Yes -> SW_PHONE_POWER_TEST\n  B: No  -> SW_PHONE_CABLE\n\n\nSW_PHONE_POWER_TEST: Does the phone power on when plugged into the different location?\n  A: Yes -> OUT_TRUCK_ROLL\n  B: No  -> SW_PHONE_CABLE\n\n\nSW_PHONE_CABLE: Can the user try a different Ethernet/power cable?\n  A: Yes -> SW_PHONE_CABLE_TEST\n  B: No  -> OUT_SANGOMA\n\n\nSW_PHONE_CABLE_TEST: Does the phone power on with the new cable?\n  A: Yes -> OUT_RESOLVED\n  B: No  -> OUT_SANGOMA\n\n\nSW_PHONE_REBOOT: Reboot the Switchvox physical phone.\n  A: Problem resolved -> OUT_RESOLVED\n  B: Problem remains  -> SW_PHONE_RECONFIGURE\n\n\nSW_PHONE_RECONFIGURE: Reconfigure the Switchvox physical phone.\n  A: Problem resolved -> OUT_RESOLVED\n  B: Problem remains  -> SW_PHONE_FACTORY_RESET\n\n\nSW_PHONE_FACTORY_RESET: Factory reset the Switchvox physical phone.\n  A: Problem resolved -> OUT_RESOLVED\n  B: Problem remains  -> OUT_SANGOMA\n\n\nSW_MOBILE_USER: Is the user's email configured as a user in Switchvox?\n  A: Yes -> SW_MOBILE_CREDENTIALS\n  B: No  -> OUT_SW_USER\n\n\nSW_MOBILE_CREDENTIALS: Are the user's Switchvox credentials correct?\n  A: Yes -> SW_MOBILE_HOSTNAME\n  B: No  -> OUT_SW_CREDENTIALS\n\n\nSW_MOBILE_HOSTNAME: Is the correct Switchvox hostname configured?\n  A: Yes -> SW_MOBILE_NETWORK\n  B: No  -> OUT_SW_HOSTNAME\n\n\nSW_MOBILE_NETWORK: Is the user remote or at the office?\n  A: Remote -> SW_MOBILE_REMOTE\n  B: Office -> SW_MOBILE_OFFICE\n\n\nSW_MOBILE_REMOTE: Is the remote user connected to VPN?\n  A: Yes -> SW_MOBILE_VPN\n  B: No  -> OUT_HOME_GUIDE\n  C: VPN not required -> SW_MOBILE_STATUS\n\n\nSW_MOBILE_VPN: Can the user reach the Switchvox system through the VPN?\n  A: Yes -> SW_MOBILE_STATUS\n  B: No  -> OUT_VPN\n\n\nSW_MOBILE_OFFICE: Is the office device connected by wired Ethernet or Wi-Fi?\n  A: Wired -> SW_MOBILE_IP\n  B: Wi-Fi -> SW_MOBILE_IP\n\n\nSW_MOBILE_IP: Is the device receiving the correct office IP address?\n  A: Yes -> SW_MOBILE_STATUS\n  B: No  -> OUT_NETWORK\n\n\nSW_MOBILE_STATUS: What status does the Switchvox mobile app show?\n  hint: Normal statuses may include Ready or Registered. Problem statuses may include Unavailable, Unregistered, or another error/status.\n  A: Ready         -> SW_MOBILE_SYMPTOM\n  B: Registered    -> SW_MOBILE_SYMPTOM\n  C: Unavailable   -> SW_MOBILE_APP_REINSTALL\n  D: Unregistered  -> SW_MOBILE_APP_REINSTALL\n  E: Something else -> SW_MOBILE_APP_REINSTALL\n\n\nSW_MOBILE_SYMPTOM: What problem is the user experiencing?\n  A: Cannot make outbound calls   -> SW_MOBILE_OUTBOUND\n  B: Cannot receive inbound calls -> SW_MOBILE_INBOUND\n  C: No audio                     -> SW_MOBILE_AUDIO\n  D: One-way audio                -> SW_MOBILE_AUDIO\n  E: Notifications not working   -> SW_MOBILE_APP_REINSTALL\n  F: Other                         -> SW_MOBILE_APP_REINSTALL\n\n\nSW_MOBILE_OUTBOUND: Does inbound or outbound calling work on another device?\n  A: Yes, another device works             -> OUT_APPLICATION\n  B: No, another device also fails         -> OUT_ENGINEERING\n  C: User does not have another device     -> SW_MOBILE_OUTBOUND_OTHER\n\n\nSW_MOBILE_OUTBOUND_OTHER: Can another user at the same location make an outbound call?\n  A: Yes -> OUT_APPLICATION\n  B: No  -> OUT_PROVIDER\n\n\nSW_MOBILE_INBOUND: Does inbound calling work on another device?\n  A: Yes, another device works             -> OUT_APPLICATION\n  B: No, another device also fails         -> OUT_ENGINEERING\n  C: User does not have another device     -> SW_MOBILE_INBOUND_OTHER\n\n\nSW_MOBILE_INBOUND_OTHER: Can another user at the same location receive an inbound call?\n  A: Yes -> OUT_APPLICATION\n  B: No  -> OUT_PROVIDER\n\n\nSW_MOBILE_AUDIO: Check the microphone, speaker, headset, and device permissions.\n  A: Problem resolved -> OUT_RESOLVED\n  B: Problem remains  -> SW_MOBILE_APP_REINSTALL\n\n\nSW_MOBILE_APP_REINSTALL: Reinstall the Switchvox mobile app.\n  A: Problem resolved -> OUT_RESOLVED\n  B: Problem remains  -> SW_MOBILE_SIP\n\n\nSW_MOBILE_SIP: Change the SIP protocol for the extension in Switchvox to TCP/UDP.\n  A: Continue -> SW_MOBILE_REOPEN\n\n\nSW_MOBILE_REOPEN: Have the user completely close and reopen the Switchvox mobile app.\n  A: Problem resolved -> OUT_RESOLVED\n  B: Problem remains  -> OUT_SOFTPHONE_SOP\n\n\nSW_DESKTOP_HOSTNAME: Is the correct Switchvox hostname configured?\n  hint: The hostname check applies specifically to the Switchvox desktop softphone.\n  A: Yes -> SW_DESKTOP_NETWORK\n  B: No  -> OUT_SW_HOSTNAME\n\n\nSW_DESKTOP_NETWORK: Is the user remote or at the office?\n  A: Remote -> SW_DESKTOP_REMOTE\n  B: Office -> SW_DESKTOP_OFFICE\n\n\nSW_DESKTOP_REMOTE: Is the remote user connected to VPN?\n  A: Yes -> SW_DESKTOP_VPN\n  B: No  -> OUT_HOME_GUIDE\n  C: VPN not required -> SW_DESKTOP_CONNECT\n\n\nSW_DESKTOP_VPN: Can the user reach the Switchvox system through the VPN?\n  A: Yes -> SW_DESKTOP_CONNECT\n  B: No  -> OUT_VPN\n\n\nSW_DESKTOP_OFFICE: Is the office computer connected by wired Ethernet or Wi-Fi?\n  A: Wired -> SW_DESKTOP_IP\n  B: Wi-Fi -> SW_DESKTOP_IP\n\n\nSW_DESKTOP_IP: Is the computer receiving the correct office IP address?\n  A: Yes -> SW_DESKTOP_CONNECT\n  B: No  -> OUT_NETWORK\n\n\nSW_DESKTOP_CONNECT: Can the Switchvox desktop softphone connect successfully?\n  A: Yes -> SW_DESKTOP_RELOAD\n  B: No  -> SW_DESKTOP_RELOAD\n\n\nSW_DESKTOP_RELOAD: Click the Reload button in the Switchvox desktop softphone.\n  A: Problem resolved -> OUT_RESOLVED\n  B: Problem remains  -> SW_DESKTOP_LOGIN\n\n\nSW_DESKTOP_LOGIN: Log out of the desktop softphone and log back in.\n  A: Problem resolved -> OUT_RESOLVED\n  B: Problem remains  -> SW_DESKTOP_VERSION\n\n\nSW_DESKTOP_VERSION: Is the desktop softphone running the current version?\n  A: Yes -> SW_DESKTOP_SYMPTOM\n  B: No  -> OUT_SOFTPHONE_UPDATE\n\n\nSW_DESKTOP_SYMPTOM: What problem is the user experiencing?\n  A: Cannot make outbound calls   -> SW_DESKTOP_OUTBOUND\n  B: Cannot receive inbound calls -> SW_DESKTOP_INBOUND\n  C: No microphone audio           -> SW_DESKTOP_AUDIO\n  D: No speaker audio              -> SW_DESKTOP_AUDIO\n  E: One-way audio                -> SW_DESKTOP_AUDIO\n  F: Poor call quality             -> SW_DESKTOP_SIP\n  G: Calls dropping                -> SW_DESKTOP_SIP\n  H: Other application issue       -> SW_DESKTOP_SIP\n\n\nSW_DESKTOP_OUTBOUND: In Settings, what device is selected for making calls out?\n  A: Correct device -> SW_DESKTOP_SIP\n  B: Wrong device   -> SW_DESKTOP_DEVICE\n\n\nSW_DESKTOP_INBOUND: In Settings, what device is selected for making calls out?\n  A: Correct device -> SW_DESKTOP_SIP\n  B: Wrong device   -> SW_DESKTOP_DEVICE\n\n\nSW_DESKTOP_DEVICE: Select the correct device for making calls.\n  A: Problem resolved -> OUT_RESOLVED\n  B: Problem remains  -> SW_DESKTOP_SIP\n\n\nSW_DESKTOP_AUDIO: Check the computer microphone, speaker, headset, and application permissions.\n  A: Problem resolved -> OUT_RESOLVED\n  B: Problem remains  -> SW_DESKTOP_SIP\n\n\nSW_DESKTOP_SIP: What SIP protocol is currently configured?\n  A: UDP -> SW_DESKTOP_TCP\n  B: TCP -> SW_DESKTOP_UDP\n  C: Already tested both -> OUT_SOFTPHONE_SOP\n\n\nSW_DESKTOP_TCP: Change the desktop softphone SIP protocol from UDP to TCP.\n  A: Continue -> SW_DESKTOP_TEST\n\n\nSW_DESKTOP_UDP: Change the desktop softphone SIP protocol from TCP to UDP.\n  A: Continue -> SW_DESKTOP_TEST\n\n\nSW_DESKTOP_TEST: Test the desktop softphone after changing the SIP protocol.\n  A: Problem resolved -> OUT_RESOLVED\n  B: Problem remains -> OUT_SOFTPHONE_SOP\n\n\nSW_MULTI_USERS: Are multiple Switchvox users experiencing the same issue?\n  A: Yes -> SW_MULTI_NETWORK\n  B: No  -> OUT_INDIVIDUAL\n\n\nSW_MULTI_NETWORK: Do the affected users share the same location or network?\n  A: Yes -> SW_MULTI_LOCATION_SCOPE\n  B: No  -> SW_MULTI_GOOD_USER\n\n\nSW_MULTI_LOCATION_SCOPE: Is the issue limited to that location or network?\n  A: Yes -> OUT_NETWORK\n  B: No  -> SW_MULTI_GOOD_USER\n\n\nSW_MULTI_GOOD_USER: Can a known-good Switchvox user make and receive calls?\n  A: Yes -> OUT_INDIVIDUAL\n  B: No  -> OUT_ENGINEERING\n\n\nSW_LOCATION: Are the Switchvox phones powered and connected to the network?\n  A: Yes -> SW_LOCATION_REGISTERED\n  B: No  -> OUT_NETWORK\n\n\nSW_LOCATION_REGISTERED: Are the Switchvox phones registered?\n  A: Yes -> SW_LOCATION_INTERNAL\n  B: No  -> OUT_REGISTRATION\n\n\nSW_LOCATION_INTERNAL: Can users make internal calls?\n  A: Yes -> SW_LOCATION_OUTBOUND\n  B: No  -> OUT_ENGINEERING\n\n\nSW_LOCATION_OUTBOUND: Can users make outbound calls?\n  A: Yes -> SW_LOCATION_INBOUND\n  B: No  -> OUT_PROVIDER\n\n\nSW_LOCATION_INBOUND: Can users receive inbound calls?\n  A: Yes -> OUT_RESOLVED\n  B: No  -> OUT_PROVIDER\n\n\nSW_MULTI_LOCATION: Are multiple locations experiencing the same Switchvox issue?\n  A: Yes -> SW_MULTI_LOC_TEST\n  B: No  -> SW_LOCATION\n\n\nSW_MULTI_LOC_TEST: Can any location make or receive calls?\n  A: Yes -> SW_MULTI_LOC_GOOD\n  B: No  -> OUT_PROVIDER\n\n\nSW_MULTI_LOC_GOOD: Can a known-good Switchvox user make and receive calls?\n  A: Yes -> OUT_INDIVIDUAL\n  B: No  -> OUT_ENGINEERING\n\n\n\nBS_USERS: How many users are affected?\n  A: One user                  -> BS_DEVICE\n  B: Multiple users            -> OUT_BS_DOCS\n  C: Everyone at one location  -> OUT_BS_DOCS\n  D: Multiple locations        -> OUT_BS_DOCS\n\n\nBS_DEVICE: Which BroadSoft device is affected?\n  A: Physical phone       -> BS_PHONE_REGISTERED\n  B: Desktop application  -> OUT_BS_DOCS\n  C: Multiple devices     -> OUT_BS_DOCS\n  D: Other                -> OUT_BS_DOCS\n\n\nBS_PHONE_REGISTERED: Is the phone registered in BroadSoft?\n  hint: Go to Extension > Utilities > Registration.\n  A: Yes -> OUT_BS_DOCS\n  B: No  -> BS_PHONE_POWER\n\n\nBS_PHONE_POWER: Is the phone powering on?\n  A: Yes -> BS_PHONE_IP\n  B: No  -> BS_PHONE_POWER_LOCATION\n\n\nBS_PHONE_POWER_LOCATION: Can the user plug the phone into a location where there is known power?\n  A: Yes -> BS_PHONE_POWER_TEST\n  B: No  -> BS_PHONE_CABLE\n\n\nBS_PHONE_POWER_TEST: Does the phone power on in the new location?\n  A: Yes -> BS_PHONE_IP\n  B: No  -> BS_PHONE_CABLE\n\n\nBS_PHONE_CABLE: Can the user try a new cable?\n  A: Yes -> BS_PHONE_CABLE_TEST\n  B: No  -> BS_PHONE_WARRANTY\n\n\nBS_PHONE_CABLE_TEST: Does the phone power on with the new cable?\n  A: Yes -> BS_PHONE_IP\n  B: No  -> BS_PHONE_WARRANTY\n\n\nBS_PHONE_WARRANTY: Is the phone under warranty or HaaS?\n  A: Yes -> OUT_PHONE_REPLACEMENT\n  B: No  -> OUT_PHONE_REPLACEMENT\n\n\nBS_PHONE_IP: Can the user provide the IP address of the phone?\n  A: Yes -> BS_PHONE_MAC\n  B: No  -> OUT_BS_DOCS\n\n\nBS_PHONE_MAC: Can the user provide the MAC address of the phone?\n  A: Yes -> BS_PHONE_PING\n  B: No  -> OUT_BS_DOCS\n\n\nBS_PHONE_PING: Can the phone's IP address be pinged from the Edgewater firewall?\n  A: Yes -> BS_PHONE_NAT\n  B: No  -> OUT_BS_DOCS\n\n\nBS_PHONE_NAT: Create a NAT port forward and attempt to log into the phone.\n  A: Continue -> OUT_BS_DOCS\n\n\n\nWV_USERS: How many users are affected?\n  A: One user                  -> WV_DEVICE\n  B: Multiple users            -> OUT_WEAVE\n  C: Everyone at one location  -> OUT_WEAVE\n  D: Multiple locations        -> OUT_WEAVE\n\n\nWV_DEVICE: Which Weave device is affected?\n  A: Physical phone       -> WV_PHONE_ISSUE\n  B: Mobile app           -> WV_MOBILE_USER\n  C: Desktop application  -> WV_DESKTOP_USER\n  D: Multiple devices     -> OUT_WEAVE\n\n\nWV_PHONE_ISSUE: What is the Weave physical phone problem?\n  A: No power or phone is off       -> WV_PHONE_REBOOT\n  B: Phone is offline               -> WV_PHONE_REBOOT\n  C: Cannot make outbound calls     -> WV_PHONE_REBOOT\n  D: Cannot receive inbound calls   -> WV_PHONE_REBOOT\n  E: Audio or one-way audio         -> WV_PHONE_REBOOT\n  F: Poor call quality              -> WV_PHONE_REBOOT\n  G: Calls dropping                 -> WV_PHONE_REBOOT\n  H: Other                           -> WV_PHONE_REBOOT\n\n\nWV_PHONE_REBOOT: Reboot the Weave physical phone.\n  A: Problem resolved -> OUT_RESOLVED\n  B: Problem remains  -> WV_PHONE_NETWORK\n\n\nWV_PHONE_NETWORK: Check the Weave phone's power and network connection.\n  A: Problem resolved -> OUT_RESOLVED\n  B: Problem remains  -> OUT_WEAVE\n\n\nWV_MOBILE_USER: Is the user's email configured as a user in Weave?\n  A: Yes -> WV_MOBILE_PERMISSIONS\n  B: No  -> OUT_WEAVE\n\n\nWV_MOBILE_PERMISSIONS: Does the user have the correct permissions in Weave?\n  A: Yes -> WV_MOBILE_NETWORK\n  B: No  -> OUT_WEAVE\n\n\nWV_MOBILE_NETWORK: Is the user remote or at the office?\n  A: Remote -> WV_MOBILE_REMOTE\n  B: Office -> WV_MOBILE_OFFICE\n\n\nWV_MOBILE_REMOTE: Is the remote user connected to VPN?\n  A: Yes -> WV_MOBILE_VPN\n  B: No  -> WV_MOBILE_SYMPTOM\n  C: VPN not required -> WV_MOBILE_SYMPTOM\n\n\nWV_MOBILE_VPN: Can the user reach Weave through the VPN?\n  A: Yes -> WV_MOBILE_SYMPTOM\n  B: No  -> OUT_VPN\n\n\nWV_MOBILE_OFFICE: Is the office device connected by wired Ethernet or Wi-Fi?\n  A: Wired -> WV_MOBILE_IP\n  B: Wi-Fi -> WV_MOBILE_IP\n\n\nWV_MOBILE_IP: Is the device receiving the correct office IP address?\n  A: Yes -> WV_MOBILE_SYMPTOM\n  B: No  -> OUT_NETWORK\n\n\nWV_MOBILE_SYMPTOM: What problem is the user experiencing?\n  A: Cannot make outbound calls   -> OUT_WEAVE\n  B: Cannot receive inbound calls -> OUT_WEAVE\n  C: No audio                    -> OUT_WEAVE\n  D: One-way audio               -> OUT_WEAVE\n  E: Notifications not working   -> OUT_WEAVE\n  F: Other                        -> OUT_WEAVE\n\n\nWV_DESKTOP_USER: Does the Weave desktop application open successfully?\n  A: Yes -> WV_DESKTOP_NETWORK\n  B: No  -> OUT_WEAVE\n\n\nWV_DESKTOP_NETWORK: Is the user remote or at the office?\n  A: Remote -> WV_DESKTOP_REMOTE\n  B: Office -> WV_DESKTOP_OFFICE\n\n\nWV_DESKTOP_REMOTE: Is the remote user connected to VPN?\n  A: Yes -> WV_DESKTOP_VPN\n  B: No  -> WV_DESKTOP_CONNECT\n  C: VPN not required -> WV_DESKTOP_CONNECT\n\n\nWV_DESKTOP_VPN: Can the user reach Weave through the VPN?\n  A: Yes -> WV_DESKTOP_CONNECT\n  B: No  -> OUT_VPN\n\n\nWV_DESKTOP_OFFICE: Is the office computer connected by wired Ethernet or Wi-Fi?\n  A: Wired -> WV_DESKTOP_IP\n  B: Wi-Fi -> WV_DESKTOP_IP\n\n\nWV_DESKTOP_IP: Is the computer receiving the correct office IP address?\n  A: Yes -> WV_DESKTOP_CONNECT\n  B: No  -> OUT_NETWORK\n\n\nWV_DESKTOP_CONNECT: Can the Weave desktop application connect successfully?\n  A: Yes -> WV_DESKTOP_SYMPTOM\n  B: No  -> OUT_WEAVE\n\n\nWV_DESKTOP_SYMPTOM: What problem is the user experiencing?\n  A: Cannot make outbound calls   -> OUT_WEAVE\n  B: Cannot receive inbound calls -> OUT_WEAVE\n  C: No microphone audio           -> WV_DESKTOP_AUDIO\n  D: No speaker audio              -> WV_DESKTOP_AUDIO\n  E: One-way audio                -> WV_DESKTOP_AUDIO\n  F: Poor call quality             -> OUT_WEAVE\n  G: Calls dropping                -> OUT_WEAVE\n  H: Other                         -> OUT_WEAVE\n\n\nWV_DESKTOP_AUDIO: Check the computer microphone, speaker, headset, and application permissions.\n  A: Problem resolved -> OUT_RESOLVED\n  B: Problem remains  -> OUT_WEAVE\n\n\n\n[OUT_ITGLUE]: Identify the phone system\n  description: Go to IT Glue > Voice/PBX Asset and identify whether the customer uses Switchvox, BroadSoft, or Weave.\n  code: CHECK_ITGLUE\n\n\n[OUT_NETWORK]: Troubleshoot network connectivity\n  description: Verify the correct IP address, DHCP, VLAN, switch connectivity, Wi-Fi or Ethernet connectivity, and internet connectivity.\n  code: CHECK_NETWORK\n\n\n[OUT_VPN]: Troubleshoot VPN connectivity\n  description: Verify VPN connectivity and the user's ability to reach the phone system.\n  code: CHECK_VPN\n\n\n[OUT_HOME_GUIDE]: Refer to the Home User Troubleshooting Guide\n  description: Identify the remote user's internet provider and follow the Home User Troubleshooting Guide for remote users.\n  code: HOME_USER_GUIDE\n\n\n[OUT_SW_USER]: Switchvox user configuration issue\n  description: Verify the user's email exists as a user in Switchvox and is associated with the correct extension.\n  code: CHECK_SW_USER\n\n\n[OUT_SW_CREDENTIALS]: Switchvox credential issue\n  description: Verify the user's Switchvox credentials and account status.\n  code: CHECK_SW_CREDENTIALS\n\n\n[OUT_SW_HOSTNAME]: Switchvox hostname issue\n  description: Verify the application is configured with the correct Switchvox hostname or server.\n  code: CHECK_SW_HOSTNAME\n\n\n[OUT_REGISTRATION]: Switchvox registration issue\n  description: Verify extension configuration, credentials, provisioning, network connectivity, and phone system status.\n  code: CHECK_REGISTRATION\n\n\n[OUT_SANGOMA]: Escalate to Sangoma\n  description: Reboot, reconfigure, and factory reset have been attempted. Open a support ticket with Sangoma. If the phone is out of warranty, determine whether a replacement phone is needed.\n  code: SANGOMA_TICKET\n\n\n[OUT_SOFTPHONE_UPDATE]: Update the desktop softphone\n  description: Install the current available version, restart the application, and test again.\n  code: UPDATE_SOFTPHONE\n\n\n[OUT_SOFTPHONE_SOP]: Refer to the Softphone Troubleshooting Guide SOP\n  description: Open the internal documents and follow the Softphone Troubleshooting Guide SOP for additional troubleshooting.\n  code: SOFTPHONE_SOP\n\n\n[OUT_BS_DOCS]: Refer to BroadSoft internal documentation\n  description: Go to IT Glue > Voice/Data and follow the applicable BroadSoft troubleshooting documentation.\n  code: BROADSOFT_DOCS\n\n\n[OUT_WEAVE]: Open a ticket with Weave\n  description: Open a support ticket at weavehelp.com. Include the customer, location, affected user, phone or device, phone number or extension, exact symptoms, timestamps, and troubleshooting already performed.\n  code: WEAVE_TICKET\n\n\n[OUT_APPLICATION]: Application issue\n  description: The issue appears isolated to the user's application or device. Continue with the applicable application troubleshooting procedure.\n  code: APPLICATION_ISSUE\n\n\n[OUT_INDIVIDUAL]: Individual user issue\n  description: The issue appears isolated to one user or one user's device. Continue with individual user troubleshooting.\n  code: INDIVIDUAL_USER\n\n\n[OUT_PROVIDER]: Provider or carrier issue\n  description: Document affected numbers, extensions, call direction, timestamps, symptoms, and troubleshooting performed before contacting the provider.\n  code: PROVIDER_ISSUE\n\n\n[OUT_ENGINEERING]: Escalate to Digital Agent Engineering\n  description: Document the customer, location, phone system, affected users, extensions, devices, exact symptoms, tests performed, results, and changes made.\n  code: ENGINEERING_ESCALATION\n\n\n[OUT_TRUCK_ROLL]: Potential onsite truck roll\n  description: The phone works from a different location, indicating the original network port may not be working. Message the All Support Teams chat for truck roll assistance.\n  code: TRUCK_ROLL\n\n\n[OUT_PHONE_REPLACEMENT]: Phone may need replacement\n  description: Check whether the phone is under warranty or HaaS. If applicable, proceed with replacement. If not covered, determine whether a new phone needs to be purchased.\n  code: PHONE_REPLACEMENT\n\n\n[OUT_RESOLVED]: Issue Resolved\n  description: Test the affected function one final time and document the resolution in the ticket.\n  code: RESOLVED\n  "
}