[Asterisk-biz] some things that really suck in customer support

[Paul]

I won't mention names. Some of the providers reading this list can just 
check their own setup and think about fixing the issues.

1) No trouble ticket system. I can install linux on an old machine and 
have a good open source package like request tracker running in a few 
hours. Is there some reason you can't do that?

2) If you will not use a trouble ticket system you need to at least 
understand that the From: header will not always match eamil addresses 
you have for existing customers. Some of us create unique aliases for 
each vendor. So maybe you will get an email from cto at acme.com but the 
address you have for the customer is voipvendor1 at acme.com and it gets 
ignored. But the first line of the message says "My username is acme" 
because the customer wanted to make sure he was easily identified as an 
existing customer deserving of support. Note that proper setup of a 
trouble ticket system will help in this area a lot.

3) If you have a vanity number(like 4No-Sup-port) on your web page you 
can also put it there in nnn-nnn-nnnn format. I have to put my reading 
glasses on to see the tiny little abc on the dialpad but I can see the 2 
just fine.

4) If you are not in, playing a message that says something like "Nobody 
is available to take your call. Goodbye." is not sufficient. Maybe you 
should post a request for help on -users and we can show you how to add 
some menu options and voicemail to your asterisk setup. Do you expect me 
to sit here pressing the redial button and listening to that message all 
day?

For those of you who persist I just did a whois check on the ultimate 
domain name for you:

No match for "BOZOVOIP.COM".