Troubleshooting Decision Tree¶

This comprehensive guide helps you route symptoms to the appropriate troubleshooting playbook.

Symptom Routing¶

graph TD
    Start[Symptom] --> Messaging[Messaging]
    Start --> Calling[Calling / Video]
    Start --> Teams[Teams Interop]

    Messaging --> SMS[SMS]
    Messaging --> Email[Email]
    Messaging --> Chat[Chat]

    SMS --> SMS_Del[Delivery Failure?]
    SMS --> SMS_Opt[Opt-out/in?]
    SMS --> SMS_Rate[429 Throttling?]

    Email --> Em_Del[Bounced/Not Delivered?]
    Email --> Em_Ver[Domain Verification Fail?]
    Email --> Em_Spam[Landing in Spam?]

    Chat --> Ch_Del[Messages Not Arriving?]
    Chat --> Ch_Thr[Thread Access Issues?]
    Chat --> Ch_Not[Real-time Notifications?]

    Calling --> Cal_Qual[Poor Audio/Video?]
    Calling --> Cal_Drop[Calls Disconnecting?]
    Calling --> Cal_Conn[Cannot Connect at all?]

    Teams --> Tea_Join[Cannot Join Meeting?]
    Teams --> Tea_Perm[Missing Features/Permissions?]

SMS Routing Sub-tree¶

graph TD
    Symptom[SMS Issues] --> Status{Delivery Status?}
    Status -- Fail --> Reason{Reason?}
    Reason -- Opt-out --> OptOut[Opt-out Handling]
    Reason -- Throttled --> RateLimit[Rate Limiting]
    Reason -- Undelivered --> DelFail[Delivery Failures]

Calling Routing Sub-tree¶

graph TD
    Symptom[Voice/Video Issues] --> Stage{When does it fail?}
    Stage -- Setup --> ConnFail[Connection Failures]
    Stage -- During Call --> Drop[Call Drops]
    Stage -- Ongoing --> Quality[Call Quality]

See Also¶

• Top-level Troubleshooting Overview
• Evidence Map

Sources¶

• Azure Communication Services Documentation
• Troubleshooting Support Framework