Dialogic 4000 Media Gateway Series, Reference Manual

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Dialogic® 4000 Media Gateway Series Reference Guide
page 107
Customer Service
Dialogic provides various options and arrangements for obtaining technical support for your Dialogic
®
product.
We recommend that you use the Dialogic
®
Diva
®
Support Tools first before contacting your Dialogic supplier.
Also we suggest that you visit the Dialogic Services and Support web site, which includes detailed information
about a variety of topics. In the unusual case that neither your supplier nor the information on the web site
adequately address your support issue, you can contact Dialogic Customer Support.
For more information see:
• Dialogic® Diva® Support Tools
• Dialogic Services and Support web site
• Dialogic Customer Support
Dialogic
®
Diva
®
Support Tools
If an issue occurs during the operation of your Dialogic
®
Diva
®
product, use the following Dialogic
®
Diva
®
Support
Tools:
• Dialogic
®
Diva
®
Line Test: With the Diva Line Test tool, you can test your hardware and perform simple phone
test calls, call transfers, or basic inbound and outbound calls. For more information, see Verify The Line
Configuration With The Dialogic® Diva® Line Test Tool on page 100.
• Dialogic
®
Diva
®
Diagnostics: With the Diva Diagnostics tool, you can write traces for each Dialogic
®
Diva
®
Media Board or driver into a file. For more information, see Create A Trace With The Dialogic® Diva®
Diagnostics Tool on page 105.
• Dialogic
®
Diva
®
Management tool: With the Diva Management tool, you can view the current status of the
connected lines, the active connections, and the history of the connections.
If you cannot solve an issue through use of these tools, contact your Dialogic supplier.
Dialogic Services and Support web site
If your supplier is unable to help you to address your issue, visit the Dialogic Services and Support web site. It
contains:
• detailed information about the Dialogic
®
Pro
TM
Services (1 or 5 year 24/7 service contracts) at
http://www.dialogic.com/support/DialogicPro/
• a help web section for Dialogic
®
products at http://www.dialogic.com/support/helpweb
• a download section, to install the current version of your software at
http://www.dialogic.com/support/software.aspx
• a training section, with information about webinars as well as online and onsite trainings at
http://www.dialogic.com/training
• a manuals section, that includes currently available documentation, at http://www.dialogic.com/manuals
• technical discussion forums about different developer-specific Q&A at
http://www.dialogic.com/den/groups/developers/default.aspx
• the Dialogic Customer Support web site. For detailed information about how to contact Dialogic Customer
Support, see Dialogic Customer Support below.
Dialogic Customer Support
If the information on the Dialogic Services and Support web site is not sufficient to help you solve your problem,
contact the Dialogic Customer Support personnel. Please note that when you contact the Customer Support
personnel, they may need you to provide one or more of the following:
• A debug trace (see Create A Trace With The Dialogic® Diva® Diagnostics Tool on page 105 for more
information),
• A copy of your active Dialogic
®
Diva
®
Media Board configuration (see the Dialogic
®
Diva
®
Configuration
Manager Online Help file - DSMain.chm), and