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I have very little to do with the BT Cloud VOIP system at a customers that I look after, however I do look after the domain, website and email. Their Avaya IP box takes voicemails when the switchboard is on night service and sends an email using an account looked after by me. The account parameters are coded and changed by starting up the Avaya IP 500 voice manager software, clicking on service and amending the SMTP details. I cannot find anywhere, the email address destination for the voicemail, only the originating account details.
This coming weekend we were supposed to move the domain, website and email to a new hosting company. I decided to doublecheck how to amend the SMTP details inside the Avaya box to send out using a different account/server and also possibly amending the destination address.
After getting in touch with the appropriate customer service person at BT, I was told they didn’t know anything about how to change parameters using the office manager software.
They passed me onto what I can only describe as a person in an echo chamber. Not only was my voice echoing back to me. Not only was their voice echoing back to me and them, but also any ambient noise in the office I was in was echoed back to them and fed back to me several times over like a rock concert with a bad amplifier. After much fumbling and much humming and hah-ing, the guy said he would call me back in 10 minutes to tell me how to make the necessary changes. That was at 12:15 this afternoon. By 4 o’clock there was no return phone call and we gave up.
The domain move and all the peripheral work has been abandoned and I’m frankly disgusted by the atrociously bad service given by BT and its partners.
Even if I had found where the destination email address for the voicemail was specified, I’m not sufficiently confident I should be routing around in software I’m not familiar with without someone coherent and well informed on the other end of the line.
In case others were considering a BT IP cloud system, you’ve been warned.
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