sokhapkin
Premium
join:2003-05-08
Somerset, NJ
| reply to BruceN
Re: [VoiceStick] BYOD configurations needed
said by BruceN  :But do bear in mind that we are interested in learning from this group. Just because we run a company does not make us right! Thanks for the input, and I will contact Mark about all this. Well, I submitted a similar complaint using "Contact Us" form on your web site 2 months ago and did not get any response...
--
»www.callwithus.com |
|
BruceN
Hi
join:2006-11-17
Roswell, GA
 ·Future Nine Corpor..
 ·AT&T U-Verse
 ·Comcast
| reply to mazilo
mazilo, I hear what you are saying BUT we are on the right track.
I am not a young buck with silly ideas. I am an old war horse when it comes to internet marketing and retail.
Yes, we have a problem on sign ups in rare cases. We will find a fix and get it fixed for sure.
I have used this method of customer contact in the past in a far larger company I owned. There are many problems to doing service right. The customer does not want to spend an hour on the phone, wants a person that can fix the problem to speak or deal with.
We were spending 25% of gross income on support. Not that there are that many problems at all, but to have the man power just sit there 95% of the time, waiting for a call...
Then worse, the manpower did not fix the problem (shared call center) they just kicked it to us hours or days later.
Call in now and see how long it is before you get a call back and see who it is that calls you back.
Companies can only spend limited funds on support, and I don't think what we had was the answer, and I know sending it abroad is not the answer.
We MUST use our own people for this. Who is going to show more love to the customer? A temp at a shared call center or ourselves.
We are in a terrible business where EVERYTHING is price! We are never going to win by price as the other guys will just match us. We need to have more loving service, and have features in our product that the other guys do not have.
I am happy to report that business is good, and we might end up being one of the few (maybe the only) that will turn a profit.
And if profit sounds like a bad word, it is a measure of a company doing the right stuff, and a company that will be around for awhile.
Thanks for your input, and sorry for the long answer. |
|
BruceN
Hi
join:2006-11-17
Roswell, GA
·Future Nine Corpor..
·AT&T U-Verse
·Comcast
| reply to sokhapkin
Sokhapkin, 2 months ago... I bet you are 100% right.
We turned the place upside down about 3 weeks ago.
If you saw the extreme amount of money we were spending only to end up with canceled accounts, angry email, and all the other problems..
It was INSANE!
I was hired in to fix the place.
Marketing is more then just putting on a pretty face, and customer retention is even more important then finding new customers.
Sorry to you and any others that have had problems.
Call in or email customercare@i2telecom.com and see what is working now.
BTW, we are going to change the incoming message and work a small menu program I hope this next week.
|
|
PhilAIV
join:2002-02-16
Carrollton, GA
clubs:
 ·AT&T Southeast
| reply to w8sdz
If you end up not supporting asterisk at all we can at least hope that you'll have forwarding to a Sip URL as an option.
Also, Good luck on your house cleaning and you might not want to take Mazilo's advice lightly because he's been around the voip community long enough to know what works and what doesn't.
PhilAIV
--
My Blog |
|
BruceN
Hi
join:2006-11-17
Roswell, GA
·Future Nine Corpor..
·AT&T U-Verse
·Comcast
| Thanks. As to Mazilo, I am sure he has been around a long time on VOIP, and I am the new guy in this industry.
The reason I wrote such a long reply to his comment is that I am intent upon getting service levels up from poor to legendary.
I don't think the methods now being used by companies is the right approach I could write 500 pages on my long battle with a well known cable company that is still in progress after 4 months!!!)
I worked for many years at divisions of Maytag, and they did not have the right approach (They are now gone except for the name label)
I sold computers, and parts in a big way for 10 years and it was always a problem getting the right method.
So as the industry screams for cost containment and runs abroad for cheaper labor rates, I think this too is not the answer.
Having the right people, not being tied down to long phone calls where 75% of the time is listening to the problem instead looking at a problem that is recorded via email or voice will just be of a higher quality.
I am not looking to pick a fight with Mazilo, but I am wanting to give him some of my thoughts, and not hide behind the curtain. |
|
BruceN
Hi
join:2006-11-17
Roswell, GA | reply to PhilAIV
Hey PhilAIV, I see you live up the road from me. Small world!!
You might want to drop by over here one day. |
|
PhilAIV
join:2002-02-16
Carrollton, GA
clubs: | I might take you up on that offer sometime. It seems like Atlanta is turning in to the center of everything, lol.
--
My Blog |
|
BruceN
Hi
join:2006-11-17
Roswell, GA
·Future Nine Corpor..
·AT&T U-Verse
·Comcast
| Yeah, I moved here from Calif. as I love the South. I spent a week in your spot about 11 months ago. Wonderful place.
As to high tech this is insane how developed it all has become.
Take care, and I always have coffee in the pot to share at the office if anyone wants to drop by. |
|
mazilo
From Mazilo
Premium
join:2002-05-30
Lilburn, GA
| reply to BruceN
said by BruceN :I am not looking to pick a fight with Mazilo, but I am wanting to give him some of my thoughts, and not hide behind the curtain. Hi Bruce,
Take it easy and I am not heading to that direction neither, except being your neighbor, too. What a small world. 
I understood how frustrated it is for my friend when he is getting nowhere trying to get the service meanwhile no one from VS can help. He told me that CC said VS isn't fully equipped with the right tools to check every CC. VS may as well respond with pointing its fingers back to the CC company. When this happens, VS is the one who will lose the customers. 
--
Mazi (UK Non-Geo Phone: +44-703-194-2574) |
|
BruceN
Hi
join:2006-11-17
Roswell, GA
·Future Nine Corpor..
·AT&T U-Verse
·Comcast
| How far is Liburn from Roswell?I am a newbie!
We seem to be divided into two camps as to what the problem is.
100% of the time when we have a customer signing up for a free account AND it gets rejected we see a 100% fix of the problem by having the customer select the $5 button (And we will void that after the fact if desired)
Further, my 'proof' is that we NEVER see this issue when someone signs up for a pay by the month service.
Now you might think that all of this is an easy fix, and I wish it was but the MIS guys insist that we are wrong.... So I am building a case to fight the office politics!
I get in a lot of fights as I have turned this place upside down and the old gaurd fights me EVERY step of the way.
Now enough for me venting !!! |
|
mazilo
From Mazilo
Premium
join:2002-05-30
Lilburn, GA
| said by BruceN :How far is Liburn from Roswell?I am a newbie! I would say Lilburn is about 30 miles from Roswell. I am (a bit after St. Mountain Park right by HWY-78 heading to Athen, GA) about ENE of Atlanta. I believe you are a bit from N. Atlanta (still within the perimeter).
100% of the time when we have a customer signing up for a free account AND it gets rejected we see a 100% fix of the problem by having the customer select the $5 button (And we will void that after the fact if desired) This is good to know and will forward it to my friend.
--
Mazi (UK Non-Geo Phone: +44-703-194-2574) |
|
jdl20
join:2006-11-19
Wilmington, MA
| reply to sokhapkin
said by sokhapkin :3. Unneeded REINVITE on outbound calls. When the outgoing call is placed, your server responds with SIP/2.0 200 OK c=IN IP4 206.165.50.116 t=0 0 m=audio 35898 RTP/AVP 0 101 Session progress audio use this RTP port. But when the call is connected, your server does REINVITE and wants different RTP port: INVITE c=IN IP4 206.165.50.116 t=0 0 m=audio 35900 RTP/AVP 0 What is the reason for reinvite if the audio server IP address did not change? Moreover, some SIP clients have problems with reinvite. I can understand REINVITE to forward the voice path to another server in order to not run the traffic through your SIP server, but see no any reason in REINVITE to the same server. I have a cisco ata 186 configured for voicestick, I can't make outgoing calls because of this unnecessary reinvite. It seems like this reinvite thing is something that VS implemented a few weeks ago, because I used to be able to make outgoing calls. I can only call my voicemail at this point because there is no reinvite when I call voicemail.
If VS is serious about their BYOD plans, they should consider getting rid of this unecessary reinvite. |
|
BruceN
Hi
join:2006-11-17
Roswell, GA
·Future Nine Corpor..
·AT&T U-Verse
·Comcast
| I doubt that the reinvite is doing you in. We have made no system changes. I wonder about your account. No money in it? bad CC date, or some other issue.
This is most often the cause of this sort of problem.
Let me know if you want me to look at your account.
Bruce |
|
Quattrohead
join:2005-02-09
·VOIPo
| Hi Bruce,
As this is turning into a VS help fest 
I obtained a local number through you with a PAYG package.
If I ever gave up my account with you, can I keep the number using LNP ?
Also, please consider opening up to * or 3CX  |
|
jdl20
join:2006-11-19
Wilmington, MA
| reply to BruceN
said by BruceN :I doubt that the reinvite is doing you in. We have made no system changes. I wonder about your account. No money in it? bad CC date, or some other issue. This is most often the cause of this sort of problem. Let me know if you want me to look at your account. Bruce There is money in the account, CC is legit. I even get billed 1 or 2 minutes for the call. My ata is simply not able to handle the reinvite. the ata continues to send packets to the first port that VS's server said it was expecting them on. I can provide packet traces of this to you offline if you want. |
|
BruceN
Hi
join:2006-11-17
Roswell, GA
·Future Nine Corpor..
·AT&T U-Verse
·Comcast
1 edit | reply to Quattrohead
I would love to do Asterisk, but we got hit BAD by some BAD guys. I don't dare publish what they were doing. Asterisk is a good thing in the hands of good people.
As to the DID, it is my understanding that some numbers have been ported off our system, but I am not 100% sure. We 'rent" the DID's from Level3 and also use them for top quality incoming termination. |
|
BruceN
Hi
join:2006-11-17
Roswell, GA | reply to jdl20
Well I guess this is back to my point. We do not have hardly any info on using other devices on our service. Any of you smart people have any thoughts? |
|
im_chandave
join:2005-07-28
Cleveland, OH
| said by BruceN :Well I guess this is back to my point. We do not have hardly any info on using other devices on our service. Any of you smart people have any thoughts? Well, I WAS providing support for VS to asterisk users...I think I was the first one to publish complete SIP info so people didn't have to use your branded SJ Phone...
And, I WAS working on a way for Asterisk to determine when your end terminates the call since you don't send a proper SIP BYE sequence...
And, I WAS working to get the Nortel and my company's SIP phones (both WIFI and desktop models) to work with it...
Key term here is WAS until you guys cut my account (still with $5 of my own money I deposited into it) and never replied to any of my inquires I sent through the Web form and via email.
Makes me almost want to edit my May Voxilla posting (the one most Asterisk and Trixbox users reference) and comment on your lack of support and indifference.
See ya...
d.c. |
|
navjun
join:2005-05-10
·Bezeqint
·GrandCentral
·VoiceStick
| reply to w8sdz
I've been using them for a while with my pap2 and they are very good , some problems keep coming back. 1. sometimes the when you make a call you don't hear it ringing on your side till the other party picks specially if you are calling overseas its a little annoying. also I would like to have auto refill so I won't have to go to the site all the time. also they have a very bad VM system . it needs to be upgraded. |
|
BruceN
Hi
join:2006-11-17
Roswell, GA
·Future Nine Corpor..
·AT&T U-Verse
·Comcast
| reply to im_chandave
Dave sorry that you got run over in our Asterisk CRISIS!!
Any email about this was being sent to my attention so I could answer ir personaly. There were maybe 20 accounts.
Not sure why your email did not get to me....
I dare not publish what the Asterisk BAD guys were doing as it would be like Microsoft when they talk about a security hole. It just invites problems.
I can assure you it was gawd awful, and that is why we went on a hunting mission.
IM me if you need.
Thanks for your past support.
Bruce |
|
