One of Advanced Communication Systems’ (ACS) customers was getting a “Waiting for Line” error when their employees tried to make outbound calls. Since this is typically an indication of a service provider problem and this customer has a maintenance agreement with us, ACS promptly reported the issue to their phone and internet service provider, Windstream.
Maintenance customers receive liaison support as part of the plan. For information on how to report an issue to a service provider yourself, please call us at 800-750-3624.
Windstream checked the line and ran a few tests, but the problem remained, so ACS technician Brian Blanton remotely ran some diagnostic tests on the customer’s Avaya IP Office phone system. System Status Application (SSA) would not load properly remotely, so Brian went on site to troubleshoot.
Brian ran a Repair of Windows XP to resolve the SSA issue. This allowed the SSA to assist in diagnosing the problem. Evidently, the recent upgrade to 6.1 resulted in unused analog trunks being included as part of the line group of the PRI. After disabling these analog trunks, the issue was corrected and the customer could dial out.
Although the majority of our service calls are handled remotely, we dispatch Avaya Certified IP Office technicians within 4 hours for our Maintenance customers when on-site presence is required.
We offer the following Maintenance and Support Programs:
- Basic Maintenance Program
- Platinum Service Program
- Preventive Maintenance Program
One of the many benefits to having ACS on the job when something goes wrong is that we will keep searching until we find the source of the problem instead of passing the problem back to the customer. It’s not about finger pointing; it’s about investigating all possibilities to get our customer back on line as soon as possible.
A product is only as good as the company supporting it.
At ACS we feel this is especially true with business communications systems. ACS has the resources to provide complete, integrated solutions on a national basis; Our customer service is tailored to the needs of each individual customer. We pride ourselves in delivering personal service and attention.