What To Do If You Are Having Issues With Your Softphone

If you have any issues regarding the phones - phone line changes, new/different names on phone lines, needing a new line set up for a client, etc - please let the Office Administrator or the General Manager know via Teamwork chat.

If you are concerned that it is "too quiet" or you suspect a line isn't working, let the Office Administrator know and she will do line checks for you.

If your softphone isn't working properly after line checks have been carried out, restart your laptop. If it is still not working after a re-boot, let the Office Administrator know.

If the line is working on other computers, but not yours, let the Office Administrator know and an email will be sent to Alex at Zylex to look into the issue. The back-up VAs will assist by answering the line/s until the problem is fixed.

If the line is not working on any of the softphones the decision will then need to be made as to how to handle it, and whether or not we need to alert the client that there is an issue, and how quickly this needs to be done. If it is because of a Chorus or service provider outage, we will advise the client of what is happening and that we will keep them updated as we get more information and/or the issue is resolved. If it is an issue with Zylex and their softphone system, a decision will be made based on how quickly the issue can be resolved as to whether or not the client needs to be advised.