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Agent Newsletter-Dec 2009-Part 5

Posted on Dec 17 in Agent, O-TELby Press OfficerPrint

Fault Reporting

Agents should do internal fault reporting prior logging in a fault. Much time can be saved if the correct fault report is logged. Below are a few things to do before calling in the fault. You may also test line speeds at these two websites:

www.speedtest.net

http://www.iburst.co.za/default.aspx?link=account_speedtest

Bad call quality, calls cutting. Noise on the line, voice is soft at either side

-If the clients lines were working fine before, and suddenly starting give bad quality calls, or intermittent calls..>>LMC Problem

Login from another source of broadband ( Your office, 3G on the laptop, etc). You can use a soft phone. Enter the clients account details and make a few calls. This is to ensure that the problem is in fact LMC, which in all scenarios thus far were.

-What to do?

  • Call Telkom to reset the DSL line
  • Reboot the gateway and router
  • Ensure the client is on Local unshaped bandwidth account
  • Run the line tests, ensure the correct line is used for the number of concurrency
  • If the problem is very regular and persists, you should look at VLL, VLL2 or Diginet options for LMC.


Engaged tone, Call Hangup, unable to dial out

-If the clients lines were working fine before, and suddenly they are unable to dial out, it is a connection problem.

Login from another source of broadband ( Your office, 3G on the laptop, etc). You can use a soft phone. Enter the clients account details and make a few calls. This is to ensure that the problem is in fact Connection related. If you cannot dial out via another broadband (ensuring concurrencies are clear), then contact us.

-What to do?

  • Setup a softphone, and enter the clients details. Make a few calls.
  • Reboot the gateway and router
  • Ensure that the setting between gateway and PBX is setup correctly.
  • Ensure DTMF tone are set at RFC2833
  • Ensure that the extensions are correctly registered on the server
  • Ensure that the passwords are correctly setup
  • Ensure that there is sufficient airtime credits
  • Ensure that the Extension charging plan is set as UNLIMITED POSTPAID.
  • Ensure that the concurrent calls are set correctly.
  • Ensure that the Charging plan allows for Outgoing External Calls

All extensions are de-registered

-In the unlikely even all your extensions are de-registered, please contact us. If there is a planned server shutdown, it will be advertised on the login screen of the Agent Panel. This would happen during off-peak times. As much as we try to have backup plans etc, we’re still in the hands of SAIX. The sole bandwidth provider in South Africa.

Business Hours

O-Tel staff and myself have faced some unpleasant situations during the year. Keeping in mind that our official trading hours are as follows:
Mon-Thu: 9am – 4pm

Fri: 9am – 12pm

Weekends and public holidays- closed

Kindly refrain from calling our mobile phones, or sms’ing during non-office hours. Unless it is an emergency. We ask you to please respect our family time and privacy. There is sufficient time during office hours to handle any queries you might have. You may send e-mails and we will respond as soon as we can. We’re contemplating charging an after-hours service fee for services rendered.

Packages

Agents have the power to be innovative and create new packages, O-Tel will be setting up a few innovative packages and will have it available at a fee.

Contracts are a very powerful method to maintain your client and grow your business. We strongly suggest that you sign up 24months contracts with your clients. Contracts can be drawn up by the O-Tel Legal team at a fee.

Festive Season

O-Tel will be closing its offices from 11th December to 11th January. Although we are available on E-mail. Airtime and other queries will take longer than usual to reply to. Please do not wait until last minute to reoder.

We thank you for your loyal support during 2009, without you, O-Tel would not be growing the speed it is now growing at. We pray for your continuous support in 2010 and hope for a massive growth for your company.

We wish you a very wonderful Festive season and a very Happy New Year.

If you are travelling, then please travel safely. We will speak in the new year.

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