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If the call goes fine, let's try to call the user to determine if he (she) is actually experiencing problems to receive calls. If the call fails, first check that the PrivateGSM configurations are correct and if not, fix them and close the Incident. If they are fine, let's focus on the other party configuration, in most cases the caller's device is registered on another server then we can close the incident as "Not an issue", if the server is the same for both of devices, we need to escalate(DRAFT) User can't receive - New to the second level.
Second LevelAnchor escalate escalate
Since at this point it's very possible we are experiencing a configuration problem on the server side, you have to check the User's account activities on the server in order to discover some conflict, such as a virtual number duplication, if it does then resolve the conflict and close the incident. If it doesn't, then we need to perform some tests on the PrivateServer status: Network and PSAM 3.3 Check Server Services.
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