Services
GNU/ Linux
rbTech goes VOIP
rbTechnologies is very pleased to announce a significant upgrade to our customer service and Information Technology support systems!
Many of you have expressed your dissatisfaction with the answering service that we were using, and after numerous attempts to update the call flow and get the operators to follow a script that was succinct and effective without being , we decided to change our approach and invest in a proper phone system. It took a while to implement as we set up the menus, recorded prompts, tested, tested, and tested some more, and then waited, oh so patiently, for the phone lines to be ported to our new SIP trunks from SimpleSignal. And now, it's official! Our brand new Voice Over IP (VOIP) phone system is live and running our office phones!
What does this mean for you? Well, first of all we want you to know that we hate being banished to Voicemail Hell just as much as you do, so if you call the office when we're there it means you'll get a very brief welcome message and then we'll answer the phone just like we've always done.
However, the real beauty of the system is revealed when we're not here to answer your call: If we don't answer the phone you'll get a fully interactive menu. The Interactive Voice Response accomplishes several goals:
Reachability: Dial us by name and get our individual extension or voice mail
Rubin: Extension 101
Steve: Extension 102
Keith: Extension 103
Chad: Extension 104
Jessica: Extension 105
Kyle: Extension 106
Issue reporting: You can open a new support incident, right from the phone menu
The phone system will open a ticket with your contact info in our Support Tracker queue management system, and report to us that a new issue has been opened.
Emergency Support: Report a computer or network emergency
If you use this option the phone system will open a new ticket in our Support Tracker Ticketing system, and that in turn will begin an increasingly obnoxious escalation procedure that pages us each in turn, sends emails and SMS messages to us and generally is able to track us down no matter where we are. It will annoy us relentlessly until your ticket is opened in the SupportTracker and you are contacted.
Communications: In addition, we now have in-house conferencing and call transfer and a whole host of other standard and not so standard PBX features.
Availability: The phone system is active 24 hours/day, 365 days a year (the same hours that we cover our pagers and phones for emergencies).
Last but not least, our new phone system allows us to carry on multiple simultaneous phone calls (we previously only had 2 phone lines). Looking to the future, the phone system supports up to 50 extensions, so (we hope) it will serve us for a long time to come!
We hope that you will find these upgrades to be positive and helpful. We welcome (and request) your feedback on the new system be it positive or negative; we are here to provide you with the best possible support for your Information Technology systems, and we always appreciate your honest feedback.
