Newbie Quesitons

#1
Hi All,

New here and have just signed up for my free account but have some questions I would like to ask :)

1. Downtime. I've been scanning the forums and there seems to have been issues with this and that not working. As a rule of thumb how do people find the service for reliability and quality?
2. This leads on from above.. but alot of the company replies to the forum are short and curt (imo) and also many threads that have asked for company feedback don't have it. Why is this?
3. Voicemails. How do any business users customise their voicemail. I have pre recorded greetings that I need to use but can't use these with voipfone. Do you all just record your own messages?

That is it for now! Thanks in advance for any replies and feedback.

Adam

Re: Newbie Quesitons

#2
AdamW wrote: alot of the company replies to the forum are short and curt (imo) and also many threads that have asked for company feedback don't have it. Why is this?
We're busy.

Oops, that may have been short and curt. :twisted:
Regards,

Voipfone Customer Services

iNet Telecoms Ltd (Voipfone)
Sovereign House
227 Marsh Wall
London
E14 9SD
United Kingdom

Registered number: 05168033
Vat Registration Number 858850966

Telephone: 020 7043 5555
Fax: 020 7043 5556

Web: http://www.voipfone.co.uk
Blog: http://www.voipfoneblog.co.uk
Forum: http://www.voipfoneuserforum.co.uk
Twitter: http://www.twitter.com/voipfone

#3
Now that it's daylight again I can give you a bit of a longer answer.

This forum is a little like a doctor's surgery; there are well people here, just popping in for prescriptions and a quick chat with the receptionists, but you can expect to see mostly sick people waiting for the doctor.

If the only place you ever visited in the UK was a doctor's waiting room you'd think the whole country was sick.......

Most of the issues discussed here are configuration problem of particular bits of hardware, set-up instructions, requests for new services and the odd minor bug report.

We (rarely) have more serious issues; when we do you'll find them reported in the announcements section amongst notifications of new services and maintenance upgrades. If you look at that forum you'll get a better idea of our service wide reliability.

Maybe some real users will chip in with their thoughts.
Regards,

Voipfone Customer Services

iNet Telecoms Ltd (Voipfone)
Sovereign House
227 Marsh Wall
London
E14 9SD
United Kingdom

Registered number: 05168033
Vat Registration Number 858850966

Telephone: 020 7043 5555
Fax: 020 7043 5556

Web: http://www.voipfone.co.uk
Blog: http://www.voipfoneblog.co.uk
Forum: http://www.voipfoneuserforum.co.uk
Twitter: http://www.twitter.com/voipfone

#4
1. Bottom line, is that VoIP is not yet as reliable as the traditional telephone system. Problem is, as soon as you put something that looks like a phone on people's desks, they expect it to be as reliable as the old phone system (in fact, ideally, they wouldn't even notice the difference).

Voipfone have done a massive amount of work to boost their reliability, and they have still more planned. The only two events left that are likely to cause a catastrophic outage are i) total power failure at their data centre (yep, this should never happen, but has happened twice!) and ii) Internet traffic problems at a major UK internet nexus. Voipfone are working on strategies for avoiding downtime in the case of i), and the problems that caused ii) recently are apparently addressed.

There's plenty of failure scenarios though that don't involve Voipfone, as there's a whole bunch of services between you and them that are out of their direct control. Your ISP could have problems in your area. Your phone line might go out of service. Your VoIP phone's power supply might fail. Voipfone have a "PSTN Divert on Failure" feature that means in these cases inbound calls to your number can be diverted to another phone number (landline or mobile).

I'm a long-time user, with 31 extensions and an average inbound and outbound call rate of 250 calls each way per day. For us, our perception of the downtime risk is more than outweighed by the cost benefits and extra features of VoIP.

2. Voipfone are very busy! The Forum is not a place where you should expect a guaranteed response from Voipfone. It's more of a discussion area - most of the responses will be from other users, and (when they're able) Voipfone will chip in. If you've got an urgent support issue where you need a guaranteed response, you should raise this by emailing support@voipfone.co.uk.

3. There isn't (currently) any interface to upload customised voicemail greetings. Voipfone might be able to do this as a custom job for you, if it's important (though they also might not be able to - don't hold them to it just cos I mentioned it!). If they can do it, they might want to charge you for doing it.

#5
davidgu wrote:Voipfone have done a massive amount of work to boost their reliability, and they have still more planned. The only two events left that are likely to cause a catastrophic outage are i) total power failure at their data centre (yep, this should never happen, but has happened twice!) and ii) Internet traffic problems at a major UK internet nexus. Voipfone are working on strategies for avoiding downtime in the case of i), and the problems that caused ii) recently are apparently addressed.

There's plenty of failure scenarios though that don't involve Voipfone, as there's a whole bunch of services between you and them that are out of their direct control. Your ISP could have problems in your area. Your phone line might go out of service. Your VoIP phone's power supply might fail. Voipfone have a "PSTN Divert on Failure" feature that means in these cases inbound calls to your number can be diverted to another phone number (landline or mobile).
Complete data centre power failures worry me a little..! I will take a look at the PSTN Divert On Failure info. Is this always set up or would I need to activate it when there is downtime (and if this is the case and the datacentre is down how would I do that?)
davidgu wrote: 2. Voipfone are very busy! The Forum is not a place where you should expect a guaranteed response from Voipfone. It's more of a discussion area - most of the responses will be from other users, and (when they're able) Voipfone will chip in. If you've got an urgent support issue where you need a guaranteed response, you should raise this by emailing support@voipfone.co.uk.
I would never expect a gauranteed response on a forum but as Voipfone pointed out when you are in a doctors surgery you notice the sick. I noticed the not so good posts and the lack of response in some of them concerned me a little.
davidgu wrote: 3. There isn't (currently) any interface to upload customised voicemail greetings. Voipfone might be able to do this as a custom job for you, if it's important (though they also might not be able to - don't hold them to it just cos I mentioned it!). If they can do it, they might want to charge you for doing it.
Voipfone - Is this something you can do? It isn't the most important thing I know. My other problem is that we have two different voicemails. One for no answer and one for out of business hours.

#6
AdamW wrote:
I will take a look at the PSTN Divert On Failure info. Is this always set up or would I need to activate it when there is downtime (and if this is the case and the datacentre is down how would I do that?)
It's set once and forget - unless you need to change it, which you can do at any time.
I noticed the not so good posts and the lack of response in some of them concerned me a little.
We don't make any promises about answering posts here - this is a public forum and a self help tool primarily; we allow you to bring whatever equipment you like to our service but obviously can't fully support stuff we don't sell or personally know anything about - if you need a guaranteed answer email support - we try to get back to you within an hour if we can.
Voipfone - Is this something you can do? It isn't the most important thing I know. My other problem is that we have two different voicemails. One for no answer and one for out of business hours.
I assume you've tried playing the message into a telephone having first called 1571? The other alternative is to get your voice artist to call it directly using the 0870 access number if he/she doesn't have voipfone access.

Finally we could possibly do a manual upload for you as a one off for a nominal fee but I'd have to check with the geeks.

For your purposes, you'd need to record your 2nd message on a separate extension and switch the voicemail to it out of office hours.
Regards,

Voipfone Customer Services

iNet Telecoms Ltd (Voipfone)
Sovereign House
227 Marsh Wall
London
E14 9SD
United Kingdom

Registered number: 05168033
Vat Registration Number 858850966

Telephone: 020 7043 5555
Fax: 020 7043 5556

Web: http://www.voipfone.co.uk
Blog: http://www.voipfoneblog.co.uk
Forum: http://www.voipfoneuserforum.co.uk
Twitter: http://www.twitter.com/voipfone

#7
voipfone wrote: I assume you've tried playing the message into a telephone having first called 1571? The other alternative is to get your voice artist to call it directly using the 0870 access number if he/she doesn't have voipfone access.

Finally we could possibly do a manual upload for you as a one off for a nominal fee but I'd have to check with the geeks.

For your purposes, you'd need to record your 2nd message on a separate extension and switch the voicemail to it out of office hours.
Haven't tried it yet but on the list to do!

With recording the message a separate extension would I still be able to access it from the main extension?

Thanks for the replies.. (in both forums!). I'm definitely thinking voipfone is the way to go! Might be a couple more questions to support but they are more account specific!

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#8
AdamW wrote: With recording the message a separate extension would I still be able to access it from the main extension?

Thanks for the replies.. (in both forums!). I'm definitely thinking voipfone is the way to go! Might be a couple more questions to support but they are more account specific!

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Various ways of doing this.

1. Put a phone on the extension and dial 1571
2. Use a phone like a snom which can have more than one account and switch to that line to get them
3. Dial the external access number with PIN code access (this is a free call from a Voipfone account)
4. Access the voicemail from the website
5. Access via email attachments

(Extensions can access master account messages by dialling 1572)
Regards,

Voipfone Customer Services

iNet Telecoms Ltd (Voipfone)
Sovereign House
227 Marsh Wall
London
E14 9SD
United Kingdom

Registered number: 05168033
Vat Registration Number 858850966

Telephone: 020 7043 5555
Fax: 020 7043 5556

Web: http://www.voipfone.co.uk
Blog: http://www.voipfoneblog.co.uk
Forum: http://www.voipfoneuserforum.co.uk
Twitter: http://www.twitter.com/voipfone

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