Phone Problems

Last year, we upgraded our phone system due to continuing problems with our old phone carrier.  We switched to a Voice over IP solution with iCore, shortly thereafter acquired by Vonage.  We got all new phones and equipment, and retired our old PBX.

I had hoped this major upgrade would put our phone problems behind us.  Sadly, many continue to experience problems with the phones.

To help us track an manage complaints, I have created an online form.  You can fill out this form whenever you have a problem with the phone.  Doing so will notify the help desk so we can open up a support incident with Vonage.  Use of this form will also allow us to track complaints in order to look for patterns.

The form asks eight mandatory questions: 

1. Was the call incoming or outdoing?
2. Date of the call
3. Time of call
4. Your phone number
5. The other party's number
6. What was the problem?
7. Did it repeat?
8. Is this a pattern?

There is also an optional 9th question for you to leave any comments.

We need the answers to the mandatory questions so that Vonage can look at the call in their logs to determine what went wrong.

If you need to look up the time of a call, or the other party's number, you can do so by pressing on the down arrow on your phone, then TYPE, then select the list of received calls or placed calls.  You should have a list of your calls with the phone number and a time stamp listed.

Once you enter a problem.  Our help desk is notified.  We can then open up a support incident with Vonage if needed.

The form itself is a Google Form.  I recommend filling it out using the Chrome browser.  You may experience problems if you use Internet Explorer or other browsers.

You may access this form from this blog post.  I will also place a link on the Research Home Page shortly.

https://goo.gl/forms/pfv44BXMJkBzyd8B2