A customer of mine has a VOIP system with BT, bundled with dedicated 100 meg BTNet broadband. They installed an Avaya IP 500 box about two years ago and now we need to make some changes to the way the system sends out an email when they receive a voicemail while the switchboard is unattended.
I’ve tried on several occasions to get clarification from BT support on which settings in the Avaya IP Voice Manager software I need to change, both for the outgoing account setup and the destination email address to use. Both of these are likely to change, since we will be switching email service providers and domain names quite soon. I can only do the changes during the domain switch which will probably be on a Saturday/sunday.
I'm not familiar with either the system or the software and I cannot make the change unless I’m absolutely sure I’m doing it correctly.
The first time I attempted to call BT support I was put through to what sounded like an echo chamber. Every single bit of ambient noise in the room was echoing and feeding back several times over. The support person said they’d call back ten minutes later. I waited four hours. Nothing.
The second time I got through, they called back but said they didn’t have the solution and they’d have to get back to me.
Still waiting. That was yesterday.
Apart from being appalled by this lack of support, for which my customer pays a huge amount per month, has anyone made such a change to the outgoing email (SMTP) settings and the destination email address to use? Are there any other settings or pitfalls I should be aware of? Short of calling Avaya themselves, I’m really lost on this.
Thanks.
