This article describes how to set and collect logs in case you have an issue with Rainbow Telephony for Microsoft Teams.
Step 1: Set log level
In case you have an issue, first of all set the log level to Info and then reproduce the problem.
Step 2 - Use the "Report a problem" feature
Doing this the Rainbow Telephony for Microsoft Teams add-in logs and the Desktop application logs will be automatically uploaded to Rainbow backend and be accessible to the Company and Business Partner admin.
Once the problem is reproduced, open the menu below your Rainbow Avatar, click on the button "Report a problem".
In a few steps (calculating size, collecting logs, preparing logs, uploading file) the Rainbow Telephony for Microsoft Teams add-in logs will be generated and uploaded to Rainbow backend server and the report a problem window will open.
Now complete the Report a problem screen by adjusting the timestamp of the problem, adding a description and other files (e.g. screenshots, etc...).
By click on the Send buton the Desktop application logs will be generated and uploaded to Rainbow Backend server and an email will be sent to the support email address configured in the company.
Step 2 alternative - manual logs download
Once the problem is reproduced, open the menu below your Rainbow Avatar, select the "About" menu and click on the button "Save Logs".
Collect also the Desktop application logs from the "About "menu
Add to the description a copy of the Rainbow Telephony for Microsoft Teams add-in about screen, which will provide all information about the versions used.
- If you are an ALE Business Partner, you can, open a ticket on MyPortal (https://myportal.al-enterprise.com/) or send an email to support@openrainbow.com.
- If you are an end customer managed by an ALE Business Partner, please contact them.