Remote supporting a site

[rocketpwerdtelecom]

I perform a ton of remote support for our group of Partner and Legend/Magix system. I am trying to determine how to conference myself (being remote) and a user on-site to assist them with maintaining AutoAttendant greetings, announcements, etceteras.

So if I call the office to work on the AA or VMS, how do I conference in one of the local users so they can be trained?
Thanks in advance.

 

[hbiss]

If you are saying you call into the VM system to do remote administration I can't see how a person listening on the other end would be able to tell what was going on or gain anything useful.

If you are saying that you would like to be able to "walk" the customer through the VM administration I suppose you could do that if they used one extension to administer the VM and another to talk to you on.

I wouldn't consider this method very useful and a waste of time anyway assuming you can do it. You can't "train" someone that way.

A better approach, and what we do, is to provide the customer with a step-by-step instruction sheet written for the type and release of VM they have and what they want to do. They ask, we fax and very few will call back to ask anything else.

We have them for the main menu, announcements, submenus even bilingual.

-Hal

 

[itpphoneguy]

Hi rocketpwerdtelecom,
You can have the remote user conference you with the voicemail and them. You would not want to try to record anything due to line noise. Like Hal mentioned, not a real good way to train someone because they get tense and nervous. They end up not being able to learn due to the pressure they put themselves under. One to one training is about the only way. Instruction sheets always help, but there are a few people that will never try this.
If you have messaging (new ones) you can simply load the file and / or announcements to a machine local to the vm. Start a remote admin session and load your file directly. You could also just talk a person through the proceedure over the phone with a file you prepare.
-Chris

 

[rocketpwerdtelecom]

Chris, Hal,
Thanks for the suggestions but to be honest the local operator is 'not the sharpest tool in the shed'. My apologies and I hate saying it but....

I have already sent the site the step by step instructions from Avaya's website. We do have messaging floating around but none of them are LAN connected (politics with the data guys). I have to handle all of this remotely via telephone.

 

[itpphoneguy]

Get a jug of coffee and some qualudes. This does not sound like a fun time for you. In the end you may be forced to go on site, or send someone.
-Chris

 

[hbiss]

I have already sent the site the step by step instructions from Avaya's website.

There's your problem. If they are written anything like the CD documentation that Avaya provides nobody is going to be able to follow them.

We write our own and rarely have a problem even with the dimmest bulb.

-Hal

 

[1043]

1)Call the customer
2)Have the customer hit the conference button.
3)Then have the customer dial intercom 777.
4)Tell the customer to hit the conference button again AFTER THE VOICEMAIL ANSWERS

If you do this correctly you, the customer,and voicemail will all be on a conference together.

 

[1043]

I do this for customers all the time. I press the buttons for them and tell them when to speak the greetings.

 

[itpphoneguy]

Hi 1043,
That's what I was suggesting, except you will still have increased line noise. May as well have someone do the entire thing remotely in that case. You'll have better results in a shorter time.
-Chris

 

[toolman18]

Anyone who's been involved in end user training has to admit its one of their least favorite parts of the job. WE all know how it works, but for someone else its jib. I'd like to get my hands on Hal's self made documents, it would make my job a helluva lot easier.