Problem diagnosis: General Checklist: RUBY

[Belinda Frick]

Problem Diagnosis: General Checklist
RUBY


Before logging faults at Datatex Support, it is important that the problem is already diagnosed or at least we
know where the problem is occurring. Please check and confirm the following before logging the fault, this will
assist in making sure that no unnecessary time is waisted and all required site information is received at once.


Make certain that all Software is running on the latest versions, and these are upgraded on all relevant PC's (PCboards for example).
Scrutinize all relevant log files for errors etc.
If an error is found try and distinguish what the cause might be according to what the log says.
RUBY is very PABX specific, so please stipulate the PABX the client is using as well as the plugin and version.
Make certian that all relevant software is running (RUBYtapi etc.).
Use the monitor programme on the TOAPZ CD to see whether the correct information is being received by the PABX software.
Eliminate security/network/access problems as possibilities. Please confirm this and make 100% sure of this.
This will help us identify the point at which the problem occurs, and whether its directly related to our software or not.
When using RUBY there is third party software involved, such as Ericsson tapi or Panasonic TSP. RUBY is dependant on this for certain
information, please eliminate any possible issues here beforehand. Check the logs or get external assistance from a PABX technician.
Check the general setup, for example the TOPAZ configuration for RUBY, make sure that all RUBY extensions are ticked black on white.
There are plenty SSL documents that can assist with the above, please search for them. Many times problems have been logged with us
and simply sending an SSL resovled it.