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Calling card issue



from last weekend we are facing diffuclty to connnect the remote from calling card. I Called rescue team they treid to resolve the issue but the issue still not resolved. last time he ask me to collect these information from customer thats is 


For the next meeting we need to make a list of all the errors that appeared to the customers while connecting with the calling card.
if there is no error a description of what the end user is seeing
take note of O.S.
note the ISP of the customer
antivirus program being used
everything that they think may cause the issue

Thank you,