From time to time Avalo Networks will request call data to help us determine the cause of a possible issue. Its very important that we get a complete set of call example data! Only providing some of the requested fields, will result in a slower speed to resolution since our support and engineering teams will first need to complete the data set before working the issue.
Still we understand that you need to know what were asking for if you are to give us what we need. This all goes back to the old saying, good data in, good data out.
For the most part, all call examples will require the following information:
- Account Name
- Account ID
- ANI/Caller ID
- DNIS/Destination Number
- Call Date and Time
- Avalo Voice Platform Call ID (see this article)
Optionally if you have resellers or sub-partitions setup on our platform, we will also require the Master Account/Reseller/Partition Name.
So now that you know what were looking for, let us example what each of these are and why we need them.
Master Account/Reseller/Partition Name
(OPTIONAL and not ALWAYS required)
The Avalo Voice Platform is designed to be partitioned. Meaning, within your deployment, you can create a “sub deployment” which will contain it’s own set of Accounts. These are accounts, that have the “Accounts App” enabled, and as such all child accounts are fully self contained.
So if you are pulling a call example from an account, that is a child of another account, than we need to know the name of the parent account.
Account Name
(ALWAYS REQUIRED)
The Account Name, is the exact name of the Account we are pulling the call example from. This should be somewhat self explanatory however we regularly get call examples that do not have this field filled in.
So please, make sure you collect this data. Our team here at Avalo Networks can pull this info, but it’s so much faster for us to just have it at our finger tips.
Account ID
(ALWAYS REQUIRED)
The Account ID is the global account code assigned to an account when it’s initially created. All data for an account is keyed by this ID, but it’s generally the least used bit of information we request, and while it’s nice to have and we say it’s required, as long as we have the EXACT account name, not having the Account ID isn’t a show stopper.
ANI/Caller ID
(ALWAYS REQUIRED)
This is a required bit of data. The ANI also known as the Caller ID, is the telephone number or extension a call is placed from. This data is important in helping us fully determine which call transaction we need to be looking at, as well as what leg of the call dialog is important.
This should not be confused with the CALL ID, which is a unique identifier assigned to the call dialog when it’s placed.
DNIS/Destination Number
(ALWAYS REQUIRED)
This is the number that the call is being placed to, and for the same reasons it has the same importance as the ANI/Caller ID in determining what record we should be looking at.
Call Date/Time
(ALWAYS REQUIRED)
The Call Date & Time is can be found in the Call History, like the rest of the data above. Again it helps us to determine what part of the call dialog we should be investigating.
AVP Call ID
(ALWAYS REQUIRED)
The AVP Call ID is the MOST important bit of information you can provide to us. With this information, we are able to focus in at a very high level on the actions taken by the platform, during any part of the call management dialog.
Everything from call engine routing, to scripting, to call quality metrics are all keyed and indexed by the AVP Call ID.
To pull the ID, from the Call History in the example you wish to communicate, please review the following article:
Finding the Call ID in CDRs/Call History
We can not stress the importance of providing all of the required data when we request it. Beyond anything, our commitment to our customers is the most important aspect of our business. And supporting our customers is a key part of that commitment. Providing us clear and complete data will help us to fulfill that commitment at the highest possible level.