Since these are P1 tickets, they need to have accurate and precise troubleshooting. These steps need to be documented in the ticket prior to escalating so we can ensure proper and uniform troubleshooting steps.
| Product Category | A |
|---|---|
| Product Family | B |
| Trouble Type | C |
| Support Tier | D |
| Last Updated | E |
Check the host status in Nagios
Ping the IP of the host from a command prompt window
You may also ping the hosts gateway IP if listed.
Check survivability – This can be found under VoiP -> Survivability
If survivability is up, engage alarm tech/Senior Tech/TL
If survivability is down,
Click on Submit the page, if survivability drops again post refresh after approximately 30 seconds, check the DNS servers under network, if they are EIP DNS Servers (208.89.20.162 and 208.89.21.66), we will need to add the Edgewater to our DNS servers OR change to google DNS 8.8.8.8 or 8.8.4.4. (This should be vetted Senior Tech/TL/SC) Confirm if SIP redundancy is enabled as well.
** If you run into this scenario, please contact Support Center to verify the correct configuration required for seamless failover. **