 Thread: RE: Callers getting 'agent login' instead of joining a queue |
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Hi,
We have a fairly standard setup, incoming route during working hours goes to a queue. The queue has a Join Announcement set, and two static extension numbers.
For some reason, randomly, calls will no longer work and instead incoming callers get the join announcement recording followed by the recording 'agent login...'.
The only way I've found to fix the issue is do a full reset on the system in Personal Data then it works fine for a week or so then goes back to doing the above.
Any ideas? We are losing calls now because of this as you can imagine, so could really do with knowing what is causing this and how to fix it other than the having to reset the account every few days.
Thanks.
Mark
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| Thread: RE: Tried to get refund, service was cancelled! |
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Right. Obvious problem there of course though is once the account is blocked you can't even access the forum to resolve the problem, the only option I had was to start another subscription before I could pursue the matter further with you. I did try to email the 'support' email address on your PayPal account before I raised the dispute on PayPal but didn't get a reply.
It's a shame the support situation with you guys is what it is, I personally think the product offering is awesome and I would love to resell it to clients but I'm put off by the lack of support when things like this happen, and they do happen from time to time. Payment issues arise now and then and 99% of the time there is a really simple solution. I just wouldn't feel comfortable thinking that if something happened with one client and/or my account as a whole that all clients accounts would then stop working, especially if I wasn't able to get a fast response from somebody to resolve whatever the issue was. I fully understand and appreciate your technical support/charging for support policy but I just think when it comes to account issues a different approach is required.
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| Thread: RE: Tried to get refund, service was cancelled! |
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Thanks, much appreciated. I've cancelled the monthly subscription in PayPal, guess that was correct? Account hasn't been blocked so far so fingers crossed  Any ideas why the account was suspended in the first place? Might help somebody else that's all, it's especially frustrating as once the account is blocked you can't even login to post details on the forum to get help.
Mark
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| Thread: RE: Tried to get refund, service was cancelled! |
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Hi,
I recently erroneously purchased a g729 license on my account without realising the restriction it would place on the number of channels. As soon as I realised, within minutes of the purchase, I cancelled it and tried emailing to ask about a refund. After no reply I tried the PayPal official route re requesting a refund, big mistake it seems. The minute I submitted the case in PayPal, my pbxes account, that I've loyally held for years, was cancelled and access to my account was blocked. As I use pbxes for my business that was obviously far from ideal so I created a new annual subscription and duly paid for a full years subscription. My account access was reinstated and I now appear to have two subscriptions (and still no reply on the erroneous purchase refund).
I'm now scared to touch anything subscription wise in case my account it blocked/cancelled again. I've read elsewhere on the forum a duggestion that pbxes may have a 'no refunds' policy, this is fine but this should surely have stated somewhere if its true, cancelling my account and blocking access, including to the forums for help, seems a bit excessive just because I dared ask for a refund.
Hopefully somebody can advise what I do now, should I risk going ahead and cancelling, the now duplicate, monthly subscription now I have paid for a year? Or will doing so also lose me a years subscription amount? And again lock me out of the system?
Thanks.
Mark
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| Thread: RE: British voice prompt |
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Yes, real shame that additional voices aren't available to all paid users really, was tempted earlier to upgrade just to get them but can't really justify another €84 just for that one thing as I don't currently need any additional functionality over and above SoHo level.
iptel, imagine how many UK users might just be tempted to pay the couple of euro's extra from a free account to get uk voices? *hint* *hint* OR would you consider a small amount of 'support' minutes to move this into the or 'soho' level accounts for all users?
Mark
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| Thread: RE: all extensions dead |
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Not quite sure why you've directed that at me bobmats, it's not like I can actually do anything about your issues with pbxes!
Your comments about running your own box rather than using pbxes.com I did find slightly ironic though as I've moved from running my own trixbox box to using pbxes.com as for the sake of a couple euro's a month, I'd rather use my talents to run my business than worry about keeping my phone system running.
Mark
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| Thread: RE: all extensions dead |
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Hi bobmats,
I know I'm quite new still to this service so obviously not got the history with them that you may have, but I'm afraid I feel I have to disagree with some of what you are directing at PBXes, in my mind they are providing a fantastic product at an unbelievably reasonable price....is it perfect? No, not at all but what is these days?
I fully agree with you re communication, it should be better, there should be some better details around this backup account idea, probably in the wiki, including specific details on some common setups, such as one inbound SIP URI as I use or budgetphone lines as you use. And there should be better communication when thing do break. I'm sure the PBXes guys will take that on board on do something about it.
I'm afraid where I don't agree though is around your comments about the system not being fail-safe..... personally although this phrase is thrown around IT marketing material like it's going out of fashion at times, I've never really considered what this truly means until today.....one definition I found in the dictionary was "a system or plan that comes into operation in the event of something going wrong"....well I have to say that PBXes automatically switching our accounts to another server probably does fulfil this definition to be fair.
You also say "It's like telling someone that has hosting on cloud hosting that they need a second account in the cloud on a different server just in case one goed down."..... the reality of I.T. is that that's EXACTLY what you should be doing....I learnt a long time ago if something can go wrong, it will! Maybe not today, tomorrow, next week or even next year but 'at some point' it WILL go wrong esp. where hardware is concerned....just because you use a 'cloud' service doesn't mean there isn't physical hardware at the other side of the service, there is and it WILL fail at some point. Admittedly the general nature of cloud services is their ability to recover from issues is usually much better but still won't guarantee 100% uptime.
If something is that critical to you/your business then you MUST have a backup plan of your own, in my own case, using your clouding hosting as an example, my main hosting servers are with Amazon AWS in their EU zone, however I backup my data to their US zone as well as a hard drive in my office and therefore in the event of a major issue with their EU zone I can fairly quickly get back up and running in their US zone. I also have an account with Rackspace so in the unlikely even of Amazon going down completely, again fairly quickly I can have my data up on a Rackspace server.
Mark
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| Thread: RE: all extensions dead |
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Thanks for that Diafora, I can certainly see the logic of how that solution 'could' work. Only potential issue I can think of for me, at least, if that some of my incoming numbers aren't via a trunk, they are just 0844 numbers the provider maps to a specific sip URI and fairly sure they don't allow multiple URIs to be specified, there could be some way round that though....I'll give it some thought.
Just one question though to clarify something, are you saying that if I signup for a second paid account I'll get 50% discount on the price? Do I have to specifically apply for that somehow or does your payment system recognise the same PayPal address or something?
Mark
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| Thread: RE: all extensions dead |
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Thought I was going mad watching my phone say 'no service' every few minutes...clearly not if there is a problem
Yes it's frustrating when it's down, but servers go down it's a fact of life and personally for the few euro a month I'm paying for the service I'm more than happy to pay that and let somebody else worry about keeping the service up rather than hosting an Asterisk box in-house.
The mods seem to be suggesting there is a way to have two accounts that will switch instantly, or have I misunderstood that? If so, are there instructions anywhere of how to implement that?
Also re 'hosting', what about Amazon AWS cloud services? I've been using their services for web hosting and testing for over a year and their instances seem pretty stable, obviously no idea if pbxes.com platform would work on their offerings though, but does allow you to potentially NOT worry about hardware issues.
Mark
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| Thread: RE: Announcement on ring groups |
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Thank for the reply Diafora,
What does that mean then, still quite new to the service so not sure how 'feature requests' etc. are viewed by pbxes.com....does that mean, yes it's a good idea but don't expect it to be done? 
Mark
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| Thread: RE: Regular / After Hours doesn't appear to be working |
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EDITED: Actually..... think I might have just spotted a typo in my time entry! Think it might be working Mark
Thanks for the prompt reply.
The date/time in the call monitor and the system log appear to be correct and I did try the Submit & Start option early this morning as I'd read that on another thread but didn't make any different, calls still getting routed to the After Hours destination.
Mark
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| Thread: RE: Regular / After Hours doesn't appear to be working |
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Hi,
I can't seem to get the regular / after hours feature working, I have the Regular Hours on my one and only incoming route set to '9:30-17:30' and 'mon-fri' but at this time (10.30 a.m. UK time) incoming calls are going to my After Hours destination and I've had to set the 'force regular hours' for the time being.
Is this a bug around timezones or something or am I missing something?
Mark
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| Thread: RE: Announcement on ring groups |
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Hi,
Be very useful to have a system recording played before a caller is diverted to a ring group, have previously used this instead of a DR for something like 'Please hold the line while your call is transferred'.
Mark
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| Thread: RE: British voice prompt |
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Hi,
New to the service, been running my own Asterisk box for a couple of years but about to move into a new office and won't have the space for too many 'boxes' so the soho service is ideal for me!
About the only thing I'm really missing between pbxes.com and rolling my own is british voice prompt. I've been using the free prompts available at http://www.tel.net/voice.html.
Mark
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2).
boo lol