Phoneware Technical Support & Helpdesk
Phoneware offers its customers a Help Desk Support Contract to ensure you make the best use of its Telemanagement Software Products. Your call will be answered live (no voicemail queue) by someone who is fully trained to provide first-line support and in many cases second-line support. The Help Desk offers advice on the use of PhoneMaster, CallBill and Directory. However, experience has shown that many of the calls can relate to other issues with which we can be of assistance.
With PhoneMaster, many callers having made programming changes, are unaware of feature conflicts within the Meridian whereby one change takes precedent over another, or they need advice on the interpretation of the Meridian error messages. In other cases they experience difficulties in running PhoneMaster if system files or PhoneMaster files have been deleted and they need advice when doing a backup or restore.
With CallBill, the Help Desk offers assistance with tariff information, designing, customising and running reports, buffer box connections and any technical issues regarding telephone system / database connectivity.
Sometimes it may be a conflict when new applications are installed on a PC. In all cases the Phoneware Help Desk is there to offer advice and support. Whatever the problem, once a modem connection and remote access software is in place, the Help Desk can connect to your system to assist in analysing or resolving your problems.
Utilizing Webex’s Meeting Manager/Remote Support our Helpdesk reps can launch support sessions right from their desk, then demonstrate functions or take action to provide immediate fixes.
Minor Software upgrades to the Software Version purchased are included and discounts are available on upgrades to new versions that may be released during the period of the contract.
HELP DESK HOURS
For Contract purposes, Phoneware’s Help Desk is open between the hours of 4.00 a.m. and 6.00 p.m. EST (9.00 a.m. to 5.30 p.m GMT), Monday through Friday (excluding bank holidays and public holidays in the Republic Of Ireland).
Help Desk Support service during Republic of Ireland Bank Holidays is generally available, but not guaranteed, between the hours of 9.00 a.m. and 5.00 p.m. EST (2.00 p.m. to 10.00 p.m GMT).