Without question we need to replace our old telephone systems. ...
One office has been waiting 5 weeks to get names changed on two instruments. Two new employees have replaced two employees who left the office -- same position -- no change to the telephone system is needed except the name. A third employee who was promoted in January has been waiting to have his instrument properly updated since that time. These are easy actions....
We are concerned about the reported poor quality of VOIP calls, especially a call that is made to a non-VOIP phone. There are many echoes on the call, excess static, and low voice quality....
We are quite concerned about the extent of the problems with VOIP and the ability to support it as it expands. With only about a sixth of the Field Offices in the country installed, we are concerned that Headquarters and Nortel may not have the capacity to handle such an expansion. This is why we have suggested a moratorium on expansion until the necessary organization and contract issues are fully addressed.
4 comments:
well i believe Voip communication have several advantages over conventional telecoms. Besides cheap national and international call rates, it gives longer call recording keeping your geographic number.Now one can have full control of his comms - can apply call diverts and modify the phone system remotely per one’s own wish. Nimbuzz ,Truphone, Jajah, Vopium - Thanks to all the VoIP services!
un
I use VOIP at home and it is great. But the way SSA implements things like this leads to lots of problems, and no one is listening to field offices who are complaining about the problems. All phone systems are controlled by central office, so even simple changes can't be done timely. No customization is allowed to better serve local communities. Everyone must use toll-free phone numbers so we don't have local numbers any more.
Most national projects with central control fail to meet the needs of local offices, and this is no exception. In the name of cost savings, the project puts customer service, productivity, and employee satisfaction second.
I don't know what the other two posters are talking about. I can tell you from first hand experience that the Nortel VOIP service that was installed for SSA is AWFUL. Dropped calls inside and out. Mis routed calls. Voice mail is a whole other horror story. You are told you have a message but you don't. You are not told you have a message but you do. Don't say report it. What do you think we have been doing? The customer service techs are great but the actual phone service SUCKS. Nortel may be a big company but this phone system is an even bigger mess. Why don't you do a poll on the new service Charles. Maybe we can get it changed. Did I tell you how AWFUL it is?
SSA has a lot of problems, but the phone systems have always been a mess. This seems to be the biggest mess of all. Goody! Another poorly executed contract we can't do anything about. Whoops. That's the second snark today so far. I'd better go fix lunch.
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