Scenario:
Your company hosts a Voice Over IP (VoIP) service for its customers. Your Voice Operations
center is responsible for all VoIP applications, including servers, gateways, and provisioning. The
NOC is responsible for the network infrastructure, including LAN, WAN, Firewalls, and QoS.
Your Voice Operations Center started receiving calls in the early morning from customers who did
NOT have dial tone and could NOT place or receive calls. The Operations Center was UNABLE to
find any problems with their applications. At this point, they switched from the primary call
manager to the secondary call manager to attempt to resolve the problem. This resolved the
problem and customers had dial tone and were able to place and receive calls.
It is now after 8:00 AM and both the Voice Operations Center and NOC are fully staffed for peak
activity hours. The tickets opened earlier are escalated and you are assigned to work with the
Voice Operations Center to find and fix the problem. You review the trouble tickets and then join
the scheduled teleconference to resolve the problem.
As a NOC member, which troubleshooting strategy should you suggest to the Voice Operations
Center to help them isolate the problem to the call manager server or network?