Label this article with the "techlibrary" label

This template is perfect for brief how-to articles or articles that don't require images

Overview

This is where you'll very simply describe the process that you will be covering, why the process is necessary, who it's for, etc.

Troubleshooting

1. Define history and scope 
   1. When did this start? 
      1. Were calls routed correctly yesterday or when was the last time they were? 
   2. Any prior tickets or recent changes to the Flow? 
   3. Which phone numbers or business processes are affected?  
   4. Is this for all calls to phone number X? 
      1. Is it happening intermittently? 
2. Data Collection and Troubleshooting 
   1. Define the situation 
      1. What is supposed to happen compared to what is currently happening? 
   2. Obtain a Call Example 
      1. Caller: 
      2. Date/Time:  
      3. What happened? 
3. Escalation to Support Center 
   1. Note the history and scope 
   2. Note Call Example 
   3. No XCS logs needed 
   4. Note desired routing 

Summary (optional)

This is where you'll wrap up your article, including any final thoughts, links to additional pages that may assist, etc.