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Keeping an 800-seat BPO firm operating
Last Saturday, August 15, 2009, I received a call at 1:30 PM that the IP-PBX of one of our clients went down. Just like a fireman responding to an alarm, I called up my two techs who were already home to assist me in re-upping the system. They soon arrived and we headed immediately to the site.
I had earlier called up our HongKong support hotline and was told it was a minor issue. But then after two after hours of remote configuration and diagnostics, the HongKong man gave up and we had to head back to office to pick up the service unit for the IP-PBX. How lucky we were that we had a service unit. Yes, we have units of all three models of IP-PBX line. Headed back to the BPO site and isolated the problem by replacing it part by part leaving only the IP-PBX base unit with the client. All the add-on parts and user licenses were transferred to the service unit. We finished work at 1:00 AM.
I had earlier called up our HongKong support hotline and was told it was a minor issue. But then after two after hours of remote configuration and diagnostics, the HongKong man gave up and we had to head back to office to pick up the service unit for the IP-PBX. How lucky we were that we had a service unit. Yes, we have units of all three models of IP-PBX line. Headed back to the BPO site and isolated the problem by replacing it part by part leaving only the IP-PBX base unit with the client. All the add-on parts and user licenses were transferred to the service unit. We finished work at 1:00 AM.
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