One of Teltek’s customers was getting a “Waiting for Line” error when their employees tried to make outbound calls. Since this is typically an indication of a service provider problem and this customer has a maintenance agreement with us, Teltek promptly reported the issue to their phone and internet service provider, XO Communications.
Maintenance customers receive liason support as part of the plan. For information on how to report an issue to a service provider yourself, click here.
XO checked the line and ran a few tests, but the problem remained, so Teltek technician Mark Baugher remotely ran some diagnostic tests on the customer’s Avaya IP Office phone system. System Status Application (SSA) would not load properly remotely, so Mark went on site to troubleshoot.
Mark ran a Repair of Windows XP to resolve the SSA issue. This allowed the SSA to assist in diagnosing the problem. Evidently, the recent upgrade to 6.1 resulted in unused analog trunks being included as part of the line group of the PRI. After disabling these analog trunks, the issue was corrected and the customer could dial out.
Although the majority of our service calls are handled remotely, we dispatch Avaya Certified IP Office technicians within 4 hours for our Maintenance customers when on-site presence is required.
One of the many benefits to having Teltek on the job when something goes wrong is that we will keep searching until we find the source of the problem instead of passing the problem back to the customer. It’s not about finger pointing, it’s about investigating all possibilities to get our customer back on line as soon as possible.
For more information on Teltek’s services and maintenance agreements, call Teltek today!