OC Rebiller - How to Open a Support Case
Operator Connect Rebiller – How to Open a Support Case
Goal
This article will outline the process of opening a support case with CallTower
Opening a Support Case
Before opening a case with CallTower, the OC Rebiller Partner should provide level 1 support as outlined in the article OC Rebiller - Partner Support Requirements - CallTower Solutions Center (uc.solutions)
Required Information
The below information should be provided where applicable when opening a CallTower Support Case
Template
Impacted Customer:
Issue description:
Troubleshooting Performed:
Where does the issue occur: (Teams Desktop, Mobile, Web)
Current Firmware Version:
Device Model: (If applicable)
Teams Cache Cleared: Yes/No
Number of Users Affected:
Username of affected user(s) and affected Numbers:
User(s) current licensing:
Provide call examples: (If applicable. Use the below Call Example Template)
Call Example Template
(All Fields are Required)
Inbound/Outbound:
Calling Number:
Called Number:
Date:
Time w/ Time zone:
Users Device:
Classic or New Teams:
Issue Experienced:
Different Methods to Open a Support Case
CallTower has multiple methods for opening with our Support team
|
Method |
Availability |
How |
|
Support Portal* |
24x7x365 |
|
|
Chat |
M-F 5am to 12am MT Sat/Sun 8am to 5pm MT |
Browse to www.calltower.com and select the Chat option in the lower right |
|
Phone |
24x7x365 |
(800) 347-5444 |
|
|
24x7x365 |
Email Support@calltower.com |
*The following article provides detailed information on the CallTower Support Portal: Customer Support Portal - CallTower Solutions Center (uc.solutions)
Authentication and MPOCs
To protect our customers, CallTower will only make changes or provide CPNI-protected information to an approved MPOC (Main Point of Contact) on the account. CallTower may also require authentication to ensure the legitimacy of the request. The easiest way to authenticate is to provide the Account's CPNI code when opening a ticket.
For more on CPNI and where to find it, see the article View and Change Your CPNI Code.
Case Priority and SLA
CallTower’s Priority and SLA information can be found in our Client Support Plan