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Customer Service

page 58

CHAPTER 11

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 help web, which includes detailed information about a variety of

topics. In the unusual case that neither your supplier nor the information on the help web adequately address

your support issue, you can contact Dialogic Customer Support.

For more information see:

• Dialogic

® Diva® Support Tools

• Dialogic Help Web

• 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.

• Dialogic

Diva

Diagnostics: With the Diva Diagnostics tool, you can write traces for each adapter or driver

into a file.

• 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.

For more information about the tools see the respective online help file.

If you cannot solve an issue through use of these tools, contact your Dialogic supplier.

Dialogic Help Web

If your supplier is unable to help you to address your issue, visit the Dialogic Help Web. It contains detailed

information on such subjects as:

• Installation and upgrade of Dialogic

Diva

drivers, configuration scenarios, and applications.

• Diagnostic and testing utilities.

• Basic issues, error messages and how to resolve them.

• "How to" guides and wizards.

• Online training for ISDN, Dialogic

Diva

API, and X.25 is offered by Dialogic. The training is aimed toward

technical support people, but much of the courses are also suitable for a non-technical audience.

For more information, visit the Dialogic Help Web at www.dialogic.com/support/helpweb

Dialogic Customer Support

If the information on the Dialogic Help Web was not sufficient to help you solve your problem, contact Dialogic

Customer Support. Please note that when you contact the Customer Support, they may need you to provide or

have handy one or more of the following:

To provide help, Dialogic Customer Support will likely need from you:

• A debug trace (see Dialogic

Diva

Diagnostics Online Help file - DivaTrace.chm), and

• A copy of your active configuration (see Dialogic

Diva

Configuration Manager Online Help file -

DSMain.chm).

See www.dialogic.com/support/contact

for details on how to contact Dialogic.

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