First things first, I’d like to apologize for the poor quality of the phones over the past several months. Even when Morgan was still here, we were working on this and trying to resolve it with the tools we had. Unfortunately, it became unworkable and we had to seek out an alternative solution.
Enter HBPX (Hosted PBX). We will be migrating the entire company to a new phone system in the next week. The actual cut date (when the old system will cease working and the new system will come online) is scheduled for Thursday, October 6th in the evening after 7pm when Burlington closes. Leading up to that, you will start to see new physical phones on your desks soon, if you don’t already have them. You probably saw us doing wiring over the past few weeks, as these phones are on a separate switch and network. They connect directly to the internet without passing through any of our routers.
IT will continue to be your primary contact for support of the phones, though we may have to pass off certain issues to the telecom that is hosting the system.
Training on how to use the new phones will be happening over the next few weeks, but I want to assure everyone that these phones are very easy to use, and if you’re mostly dialing, receiving, and logging in and out of queues, training will be very simple. I’ll likely be creating wikis for that over the next several days and will share that information with everyone as soon as it becomes available.
Once again, I want to thank everyone for their patience with the current phone issues. I know it’s made customer service very difficult. Please extend that patience and understanding while we transition to the new system.
-Hadley