Performing Troubleshooting Tasks with Response Point

1. Performing Troubleshooting Tasks with Response Point Response Point Troubleshooting Scenarios Joe Schurman Founder, Executive Director Evangelyze Communications, LLC

2. Agenda Response Point Troubleshooting Scenarios Response Point Troubleshooting Tasks Viewing Diagnostic Reports Using Response Point Utilities Troubleshooting Devices

3. Troubleshooting Scenarios • Hardware: • Base Unit Devices • Phone Devices • PSTN Gateways • Ethernet Routers • Software: • Connection Problems • Voicemail / Email Integration • Auto-Attendant • Personal Greetings

4. Troubleshooting Tasks Overview • Check Diagnostic Reports • Response Point Administrator Event Log • Small Business Server • Run USB Utilities • Password Reset • Erase Data • System Info • Troubleshoot Network & Devices

5. Reviewing Diagnostic Reports • Response Point Administrator • Base Unit Tab • Event Log Task • SystemInfo USB Utility • Load SystemInfo.exe onto USB Memory Stick • Insert into Base Unit USB Port • Let run until light moves to steady heartbeat • Insert USB into PC • Review via CSV file • Small Business Server • Check Event Log

6. Response Point USB Utilities • 3 Utilities • ResponsePointSystemInfo.exe • ResponsePointEraseData.exe • ResponsePointPasswordReset.exe • Process • Insert utility file on USB Memory Stick • One utility at a time • Insert USB Memory Stick into Base Unit USB Port • Let utility run until steady heartbeat occurs on USB Memory Stick indicator light • Insert USB Memory Stick into PC USB Port • Review status (*.exe will be replaced)

7. Troubleshooting Devices • Base Unit, Phones, Gateways • Ensure power • Ensure IP connectivity • Check cables • Network Router • Check power • Check DHCP Service (if applicable) • Browse to Router web management console (IP Address of Router) to check diagnostics • DHCP Server • Check DHCP Server diagnostic reports • ITSP Connection • Check QoS Router • Contact ITSP

8. Thank You