The Law Offices of[redacted] contracted with Mitel to provide cloud telecommunication service and the order was processed on August 12, 2014. The ticket to build the customer’s Auto Attendant was opened on November 11, 2014 and completed on November 21,...
2014. The customer had a few issues, four (4) in total, to fine tune how they wanted their Auto Attendant to operate. The customer requested to remove users with twined phones from Ring Group; changed the extensions 1001, 1002, and 1003; added twinning to an extension; changed extension 6106 to overflow to 6000 and set the ring time to 16 seconds.On December 26, 2014 the customer called to say that calls to the main number ring out of service when no one is logged in. We built a new Ring Group, 6102, which allowed the calls to route correctly. Set up portal training, which the customer called back to change. The customer never rescheduled the portal training.On January 1, 2015 the customer called saying that not all calls were being recorded. This required that a ticket be opened with Product Support to get to a solution. During this period all of the phones wereworking properly, but they were not able to record calls. This situation was corrected on January 12, 2015 and tested with the customer over the next two days. After my thorough review of this customers account, the support tickets do not reflect the frustration and calls that the customer is claiming in this complaint. All issues are resolved and customer is working with the Mitel cloud telecommunication service.
The Law Offices of[redacted] contracted with Mitel to provide cloud telecommunication service and the order was processed on August 12, 2014. The ticket to build the customer’s Auto Attendant was opened on November 11, 2014 and completed on November 21,...
2014. The customer had a few issues, four (4) in total, to fine tune how they wanted their Auto Attendant to operate. The customer requested to remove users with twined phones from Ring Group; changed the extensions 1001, 1002, and 1003; added twinning to an extension; changed extension 6106 to overflow to 6000 and set the ring time to 16 seconds.On December 26, 2014 the customer called to say that calls to the main number ring out of service when no one is logged in. We built a new Ring Group, 6102, which allowed the calls to route correctly. Set up portal training, which the customer called back to change. The customer never rescheduled the portal training.On January 1, 2015 the customer called saying that not all calls were being recorded. This required that a ticket be opened with Product Support to get to a solution. During this period all of the phones wereworking properly, but they were not able to record calls. This situation was corrected on January 12, 2015 and tested with the customer over the next two days. After my thorough review of this customers account, the support tickets do not reflect the frustration and calls that the customer is claiming in this complaint. All issues are resolved and customer is working with the Mitel cloud telecommunication service.