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Phone system for Tech Support

By barr ·
Hi there,

We are an ISP that server 500 non-profit institutions around our state. Our tech support is composed of 4 employees who answer the phones. They answer the phones on a rotation basis so that everyday there are at least 2 people on the phone. We have two cordless phones and two analog lines. When the first phone is busy, the calls are forwarded to the second phone.
We also have a pager that goes off if there is a voice message in the first phone, so that a third person can get to the problem right away.
We are outgrowing this system. Not only because of the volume of calls, but because there are problems with the cordless phones (with a headset, people can't hear us, difficul to manage, etc)
I am starting to look at alternatives. My boss tells me that if I am to change this for Tech Support, I should take the whole office into consideration. When I told him I was looking into an ISDN phone sytem, he said we could explore voice over IP, and that ISDN is old technology. Do something cool, he said.
What do you all have and what are the good and bads about your phone system?

Thank you so much for your comments

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