Troubleshooting Tip: FortiVoice calls issue information to open Fortinet TAC ticket

[JHelio]

Description	This article describes the information needed to be collected when facing any call issue.
Scope	FortiVoice all versions.
Solution	When having any call issue and FortiVoice is involved, collect and provide the details below in order for Fortinet TAC to support. Identify which call has the issue by providing the caller and callee extensions numbers.  Inform the team of which extensions are registered to FortiVoice or registered to a different PBX. Provide complete VoIP network topology where it is possible to identify FortiVoice and extension locations. Confirm whether the call is outgoing or incoming according to call rules configured in FortiVoice. If a trunk link is involved, confirm whether it is an SIP/PRI/Analog trunk. Provide details of whether internal and/or external calls have issues. Provide details of whether the phone is registered through the local network or through the Internet. Collect packets at the FortiVoice packet capture tool while the call is attempting to establish. Collect the Call Detail Record log (CDR) from FortiVoice after a call test with the issue. Provide the current FortiVoice backup configuration.