24/7 emergency customer support and Christmas holidays

The Suretec/SureVoIP office will be closed for normal business on Monday 24th December and re-open on the Thursday 3rd January 2013.

If you have an emergency support requirement you can use our 24/7 emergency customer support telephone number 01224 245012. SureVoIP partners can call the on call support engineers directly.

Please note: this is for extreme emergencies regarding loss of service, not sales. When you call this number you will be asked for your SureVoIP telephone number and/or account number by a helpdesk agent.

Process: The helpdesk will call our internal test number to check all inbound and outbound systems. If there are no problems detected you will be advised to restart your equipment and verify your internet connection. If you are still experiencing a problem and require immediate assistance which can not wait until normal business hours, a call will be placed to our on call support engineers.

We will already be alerted of any serious problems on our core systems due to our automated 24/7 monitoring and will post information about the problem on our Service Status page and SureVoIP Twitter Service Status feed, so please check these first.

Thanks and enjoy the holidays!

Attended Transfer – Letter A in [A-Z0-9] of VoIP

Hi All,

Today we’re starting a new series of blog posts covering terms and features of SureVoIP products and services (and VoIP in general), going through the whole alphabet and numbers 0 to 9 (geeky reference to regular expressions in programming).

We may do a few days of the same letter or number if we think there are so many to cover! So, here we go:

Attended Transfer

An attended transfer is when you consult with the person you are transferring the call to before completing the transfer. This allows you to inform the person of who the caller is, and determine if they can take the call.

To transfer a call that is currently active, press the transfer button on your phone, then dial the extension you are transferring to. The target extension will ring. Once the target extension picks up, you can consult whether the target extension wishes to take the caller.

To complete the transfer, press transfer again.

If the person at the target extension does not with to take the call, press the cancel button. The original caller may still be on hold, to retrieve the call, press resume (Some phones may need you to press the Line 1 button).

On phones that do not have a transfer button simply dial *1 instead.

Some phones may say Xfer or TRAN instead of Transfer or have an icon showing a phone with the receiver lifted and an arrow pointing away. Refer to your phone manual if you are unsure.

You can also find this on our Hosted VoIP Reference Guide.

Thanks,

Gavin.