RESOLVING TROUBLE TICKETS THE RAM WAY

No one likes service outages. But “stuff” happens from time to time. When something goes wrong, using an organized service-call process can lower your stress level and also lead to a substantial decrease in problem resolution intervals. Whether you are a long-time client or a new one, this is a great time to review our trouble-ticket procedures with your staff.

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Here are the six steps RAM follows to solve your telecommunications issues:

1. Initial Call. We record all service issues in detail. Most problems follow a certain pattern. So, with your help, RAM thoroughly documents the problem and time of occurrence.

2. Verify Type of Issue. Is it voice quality? (Dialing, local, long distance, both?) We make a test call on the service in question, send an email or access the Web. We help you test and determine the issues.

3. Open Trouble Ticket. We call the service provider and open a trouble ticket with them. We also create our own ‘tracking’ ticket in our client database. This gives us a ‘history’ of all your service issues, past & present. (This documentation is invaluable when escalating re-occurring problems with service providers!)

4. Ticket Monitoring. RAM monitors all open tickets based on priority. This allows us to determine which monitoring activity to address first, based on the following categories: email, voice mail, VOIP, Internet access, MPLS and voice service.

5. Escalation. If needed, we escalate the issue with channel managers, local engineers or, if necessary, the vice president or even president of the telecom company.

6. Resolution. We verify the ‘fix’ with you and close the ticket with the service provider.

It is always important to keep in mind that your service provider cannot have enough detail about the issue. The more information you can provide us the more likely the problem can be resolved quickly. By following this process, we can help you resolve quickly and get back to business.

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