For best results, the RPSS technician should be onsite in front of the equipment so that Polycom can check settings real-time and perform needed testing. If remote access is all that is possible please let the Polycom agent know.
The RPSS technician should have already removed or bypassed any third party devices in an attempt to isolate the problem to the Polycom product or identify the problem to inter-product compatibility.
RPSS and Customer Information
Contact information for the CSP technicians who is contacting Polycom (Name, phone, and email)
The reported Date and Time that the issue was brought to the CSP team by the shared customer
Summarize what has been done to rule out third party equipment / software
Detailed reports on support performed by partner prior to escalating to Polycom
The Site Location and the name and address of the system's owner
Detailed problem statement summarizing the technical problem or question. The problem statement needs to be clear and concise, indicating how the system is not working as expected, what other pieces of equipment are involved, what day / time was the issue observed and have the following details:
How to identify the problem area and steps taken to isolate the issue.
Must include what Polycom product(s) is problematic and the nature of the issue
Steps already taken prior to escalating to Polycom
Data collection information retrieved from running diagnostics or gathering traces/logs (exact traces/logs outlined in this presentation)
As many details as possible on the network and product environment
Severity level (critical issue, minor bug, etc.)
Frequency of the Problem (regular, one time only or intermittent ongoing problem. How long between failures?)
Provide any error messages and symptoms that have been experienced
Answer to this question: Do you currently have access to the system?
Answer to this question: Did it work before or is this a new install?
Answer to this question: Is this used in a UC environment? If yes, which type of UC environment (Microsoft, IBM, Avaya, etc)