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The Word

  • Posted : 14/12/2005
  • Name: Luke Walshe
  • Subject: Problem with Phone System

Comments:

" Neil

Further to our conversation, the problem that was encountered was within the call queuing and the messages displayed.

The Menu options were fine and routed accordingly as I selected, although the 1st message presented was cut of half way through (there should be an option or tick box within your software to take of interruptions). Though this was cut of with ringing, it's a general business decision.

Your in queuing music is also been cut of after a period of approx 10 seconds, then there is silence for 20 seconds approx. Makes the customer feel the call has been dropped. This is easy configurable, depending on the system you have adopted.

The position in the queue, appears to be fine.

Apart from that impressed.

Kindest Regards

Luke Walshe "

Scan's Action

" Following Luke's feedback we investigated this issue with our phone provider and discovered that indeed there was an intermittant issue with the phone system which resulted in some customers experiencing a 20 second silence in the holding music. We have since resolved this issue and thank Luke for taking the time out to give us his feedback.


Roxane Wilkinson
Customer Service Manager. "