IT People Call: Do you use Nortel Phones @ Work? - FMVperformance.com : The site for all your Ford Mazda and Volvo needs
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post #1 of 14 (permalink) Old 10-22-2009, 12:42 PM Thread Starter
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IT People Call: Do you use Nortel Phones @ Work?

So here is the deal... i work in Sherman Oaks, CA.... Our Nortel phone support is through a company called, QSOL. They are horrible... we have had a ticket open with them for 7 weeks now that they cant fix.

All we need to do is get our company name to show correctly while still allowing employees to dial *67 to block the number and they cant figure it out. (we are an online marketing company Advertise.com...its all legit and such but its difficult to make cold calls when Advertise.com shows up on the caller id)

So if anyone can suggest a decent support company PLEASE let me know!!!!!

Thanks in advanced for any help!

P.S. If this is in the wrong sub forum please move it mods... TY!!!!!!

...is waiting for the next episode of Full Metal Alchemist: Brotherhood....
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post #2 of 14 (permalink) Old 10-22-2009, 12:44 PM
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Re: IT People Call: Do you use Nortel Phones @ Work?

QSOL? I guess you're.... SOL.



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post #3 of 14 (permalink) Old 10-22-2009, 01:41 PM Thread Starter
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Re: IT People Call: Do you use Nortel Phones @ Work?

[quote author=halo0 link=topic=159201.msg3381742#msg3381742 date=1256229885]
QSOL? I guess you're.... SOL.
[/quote]

lol... ya... it is a pain in the ass.. and i dont just want to go to some other support company... nortel support isnt cheap so testing the waters isnt an option...

Thats why i am looking for a referral.

...is waiting for the next episode of Full Metal Alchemist: Brotherhood....
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post #4 of 14 (permalink) Old 10-23-2009, 10:01 AM
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Re: IT People Call: Do you use Nortel Phones @ Work?

We don't use Nortel at work.

However phone switching can be a fairly complex thing. It sounds like your needs are unique and it could be as simple as a PBX with faulty firmware. Is your company VOIP?

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[quote author=crazyduckme link=topic=170238.msg3604641#msg3604641 date=1270657899]
Like I said before... I'm not sure if I want to be a rider. If I ever do decide to do it, I will be starting small! lol
[/quote]
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post #5 of 14 (permalink) Old 10-23-2009, 12:38 PM Thread Starter
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Re: IT People Call: Do you use Nortel Phones @ Work?

[quote author=antichrysler link=topic=159201.msg3383157#msg3383157 date=1256306505]
We don't use Nortel at work.

However phone switching can be a fairly complex thing. It sounds like your needs are unique and it could be as simple as a PBX with faulty firmware. Is your company VOIP?
[/quote]

Yes we have a Nortel BCM 400 with a T1 from telepacific feeding it.

The system has been updated several times and like i said QSOL has been working with this issue for 7 weeks now at this point and with no solution.

...is waiting for the next episode of Full Metal Alchemist: Brotherhood....
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post #6 of 14 (permalink) Old 10-23-2009, 12:54 PM
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Re: IT People Call: Do you use Nortel Phones @ Work?

Yeah 7 weeks is a bit much. Although without knowing what they're working with or what issues are at play it's tough to comment.

If they're interested I do some consulting on the side

07 Mazda 3 GT... Zoom zoom!
[quote author=crazyduckme link=topic=170238.msg3604641#msg3604641 date=1270657899]
Like I said before... I'm not sure if I want to be a rider. If I ever do decide to do it, I will be starting small! lol
[/quote]
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post #7 of 14 (permalink) Old 10-23-2009, 03:39 PM Thread Starter
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Re: IT People Call: Do you use Nortel Phones @ Work?

[quote author=antichrysler link=topic=159201.msg3383461#msg3383461 date=1256316871]
Yeah 7 weeks is a bit much. Although without knowing what they're working with or what issues are at play it's tough to comment.

If they're interested I do some consulting on the side
[/quote]

lol the company is our service support ocmpany... we give them full remote access to our BCM and they are the ones who initially set everything up for us.

Thats basically why its been such a pain in my arse.

I would normally take you up on consulting but we need a reputable company with full phone support and a ticketing system.

TY for offering help though.

...is waiting for the next episode of Full Metal Alchemist: Brotherhood....
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post #8 of 14 (permalink) Old 10-23-2009, 04:23 PM
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Re: IT People Call: Do you use Nortel Phones @ Work?

[quote author=cuzzinz link=topic=159201.msg3383710#msg3383710 date=1256326743]
[quote author=antichrysler link=topic=159201.msg3383461#msg3383461 date=1256316871]
Yeah 7 weeks is a bit much. Although without knowing what they're working with or what issues are at play it's tough to comment.

If they're interested I do some consulting on the side
[/quote]

lol the company is our service support ocmpany... we give them full remote access to our BCM and they are the ones who initially set everything up for us.

Thats basically why its been such a pain in my arse.

I would normally take you up on consulting but we need a reputable company with full phone support and a ticketing system.

TY for offering help though.
[/quote]

Well with that bit of background knowledge it sounds like they didn't think through the infrastructure they put in. It sounds like there was a communication issue (ironic for a communications company I know) when they took down the requirements. Either that or they put in some faulty equipment. Either way if it's taking 7 weeks it sounds like there's a bigger problem than just this glitch. I would think they sold you guys the wrong hardware and now they don't want to invest in fixing the problems. Either way, best of luck. The IT industry is notorious for over promising and under delivering.

I understand about the reputable company. I'm in the process of starting my own company which I hope to launch in 2-3 years. I have an idea, the skill, all I need is the time and some developers to work for percentage profits.

07 Mazda 3 GT... Zoom zoom!
[quote author=crazyduckme link=topic=170238.msg3604641#msg3604641 date=1270657899]
Like I said before... I'm not sure if I want to be a rider. If I ever do decide to do it, I will be starting small! lol
[/quote]
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post #9 of 14 (permalink) Old 10-23-2009, 05:09 PM Thread Starter
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Re: IT People Call: Do you use Nortel Phones @ Work?

[quote author=antichrysler link=topic=159201.msg3383799#msg3383799 date=1256329438]
[quote author=cuzzinz link=topic=159201.msg3383710#msg3383710 date=1256326743]
[quote author=antichrysler link=topic=159201.msg3383461#msg3383461 date=1256316871]
Yeah 7 weeks is a bit much. Although without knowing what they're working with or what issues are at play it's tough to comment.

If they're interested I do some consulting on the side
[/quote]

lol the company is our service support ocmpany... we give them full remote access to our BCM and they are the ones who initially set everything up for us.

Thats basically why its been such a pain in my arse.

I would normally take you up on consulting but we need a reputable company with full phone support and a ticketing system.

TY for offering help though.
[/quote]

Well with that bit of background knowledge it sounds like they didn't think through the infrastructure they put in. It sounds like there was a communication issue (ironic for a communications company I know) when they took down the requirements. Either that or they put in some faulty equipment. Either way if it's taking 7 weeks it sounds like there's a bigger problem than just this glitch. I would think they sold you guys the wrong hardware and now they don't want to invest in fixing the problems. Either way, best of luck. The IT industry is notorious for over promising and under delivering.

I understand about the reputable company. I'm in the process of starting my own company which I hope to launch in 2-3 years. I have an idea, the skill, all I need is the time and some developers to work for percentage profits.
[/quote]

Ya i understand how it can get sometime with support companies..

Im a System Admin for the company i work at so... i understand how it can be in tech situations but for them... i just think they are morons.

We purchased our hardware from a different company and they just implemented the system.

We maintain it in a sense that we add and remove lines and have done the basic setup and configuration but we escalated this issue because we couldnt figure it out on our own.

Overall the system performs very well and does pretty much everything we need.

When we put the original ticket in they gave us a lower level tech... but then when they escalated it someone just HELPED her... and it hasnt gone any further than her...

Seems like they only have one in house tech... and everyone in the fiend but they wont escalate it to someone in the field.

it has just been very annoying going back and forth back and forth not hearing anything... then an update from her that doesnt work...or breaks something else.

...is waiting for the next episode of Full Metal Alchemist: Brotherhood....
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post #10 of 14 (permalink) Old 10-23-2009, 05:15 PM
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Re: IT People Call: Do you use Nortel Phones @ Work?

Well yeah, if the first level tech can't figure it out it should be escalated to the second level and so on till someone can figure it out.

If they haven't escalated it past her then you need to get in touch with whomever it is she reports to and ask why it hasn't been escalated.

07 Mazda 3 GT... Zoom zoom!
[quote author=crazyduckme link=topic=170238.msg3604641#msg3604641 date=1270657899]
Like I said before... I'm not sure if I want to be a rider. If I ever do decide to do it, I will be starting small! lol
[/quote]
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