Reporting a case well saves hours. When something fails, send:

1. What happened, in one sentence. Example: "incoming calls to 4300-0000 are not reaching the sales queue".
2. Exact time and date of the most recent occurrence.
3. Numbers involved: the one that called and the extension that should have received it.
4. How many people it affects: you, a group or the whole company.
5. What you have already tried: restarting the app, reconnecting the VPN, testing with another extension.

With that information, support can locate the call in the system records, review the full path and, if there is one, the recording.

Cases are logged with a ticket number and you receive updates through the same channel you used to report it. When the case is closed, the system asks you whether the service was good, fair or poor.