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AkaLaka
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PostPosted: Thu Feb 12, 2009 5:08 pm    Post subject: Hunt feature broken when used with simulring Reply with quote Back to top

We had 2 Vonage lines in a hunt group, so that we could receive a 2nd call when the main line was busy. I noticed in the last month that we had missed a number of calls to voice mail. I found out today (2/12) that Vonage did an "upgrade" on 1/1/09 that broke the hunt feature when simulring is enabled. (This took 1-1/2 painful hours on the phone to find this out.) This made our 2nd line useless. I discontinued our 2nd line service, but Vonage refused to credit us back to 1/1 when our 2nd line service was essentially crippled. I'm not a very happy Vonage customer right now. I thought I'd post this to warn others that may have similar Vonage service.
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VonTechMgr
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PostPosted: Thu Feb 12, 2009 6:24 pm    Post subject: Reply with quote Back to top

You are correct that a proxy upgrade changed the way the Call Hunt feature interacts with Simul-Ring. If you have Simul-Ring enabled on a line in the hunt sequence, when that line is busy, the call will only be sent to the Simul-Ring number. It will not hunt to the next number in the sequence. If you disable Simul-Ring, Call Hunt works as designed. This will be corrected in one of the next code releases.

You cannot expect any company to provide you with a full month of service credit for a free feature not working to your expectation when you are able to place and receive phone calls. You are essentially utilizing the service which costs Vonage money each that time you do. You are also fully capable of using the features independently just not together.
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AkaLaka
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PostPosted: Thu Feb 12, 2009 6:50 pm    Post subject: Reply with quote Back to top

The only reason we had the 2nd line was to receive calls when the 1st line is busy. Breaking this feature essentially made the 2nd line useless.

Futhermore, from what I can tell, Vonage made not effort to inform us that this import feature was broken. We had to figure it out after numerous calls went to voicemail. And then trying to get service to admit to this problem was like pulling teeth.

We purchased Vonage service based on stated features and capabilities. To say that Vonage can silently disable a service and bear no responsibility doesn't say much for your their service policy.
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VonTechMgr
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PostPosted: Thu Feb 12, 2009 7:10 pm    Post subject: Reply with quote Back to top

I understand how you feel. What customers need to understand is the lower level tech support people on the phones do not even understand how features work together and they are not aware of things that happen in development or engineering. They are customer service and only there to answer the phones and assist with the basics.

Quote:
Futhermore, from what I can tell, Vonage made not effort to inform us that this import feature was broken. We had to figure it out after numerous calls went to voicemail. And then trying to get service to admit to this problem was like pulling teeth.


Who do you expect to inform you of this? Do you also expect your cable provider to call you up to tell you that HBO is having issues or do you find out when the channel is not displaying anything?

And it is obvious here that if your calls were going to Voicemail, either the Simul-Ring number is a cell phone that is either turned off or does not have a signal. If the call went to VM, it was most likely the cell phones VM. By disabling Simul-Ring, the call hunt feature would have worked.

And again, level 1 and level 2 tech support would not even know about this stuff.


Quote:
We purchased Vonage service based on stated features and capabilities. To say that Vonage can silently disable a service and bear no responsibility doesn't say much for your their service policy.


Show me where on the Vonage website, is it stated how these 2 features should interact. The features are listed independently and describes how each work alone. While this will be corrected, note that at anytime development or engineering makes a change, it could affect the way the current set of features currently operate. Since feature interaction is not documented anywhere, in theory there is no wrong or right way the features should work. It is all perception.

No one is asking you to disable a service completely. You are only being told that 2 features will not work together and in order to use call hunt, you cannot use Simul-Ring at the same time. That would just be the happy medium to get the call hunt feature to work for the time being.
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AkaLaka
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PostPosted: Thu Feb 12, 2009 7:44 pm    Post subject: Reply with quote Back to top

First of all, it's not inherently obvious why we were getting a more voicemails than usual. We don't have a full time employee monitoring that, and trying to determine that each voicemail is the result of a disabled Vonage service. I can think of quite a few issues that could cause the same problems, ie internet connection problems, Voip hardware issues...

Secondly, while I have had issues with our cable provider, they do notify customers of outages, and will also notify them when service is restored. They also generously credit you whenever there is a service issue. I wasn't asking for a full refund of Vonage service, just the additional charge on the second line for the time that it was useless. About $15.00 plus tax!!!

Thirdly, I specifically questioned Vonage on the hunt/simulring features before we entered a service agreement. And after getting the service, we tested these feature to make sure they work work for us. If it hadn't worked, I would have been paying for the 2nd line.

Fourthly, you say "Show me where on the Vonage website, is it stated how these 2 features should interact". Naive user I am, I guess I just assumed they both worked. So if any one feature disables any other feature, it's OK if Vonage documention didn't say it wouldn't? That''s pretty far fetched.

Lastly, serious bugs should be published, not hidden. I get constant emails from Vonage to "sign up a friend". Wouldn't it be nice if I also got service bulletins regarding service issues. I think the problem which disabled hunt groups is pretty darn serious. And it's not something that is immediately obvious. But again, maybe I'm naive.
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ed56
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PostPosted: Fri Feb 13, 2009 12:50 am    Post subject: Reply with quote Back to top

AkaLaka

I cannot believe you are complaining about 15.00 plus tax. I think (or hope) your time is worth more than that!

Rolling Eyes

My suggestion is call ma bell, have them put in a pbx and multiple lines. Enjoy the full customer care, and enjoy the bills.

_________________
Time Warner Road Runner / Motorola SB5101 Cable Modem / Lniksys E2000 / Vonage VDV21
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s2d2jay
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PostPosted: Mon Feb 23, 2009 6:02 pm    Post subject: Any time frame when this will be fixed? Reply with quote Back to top

I noticed you mentioned that Vonage will fix this problem with the next code changes? Does that mean they will for sure implement Call Hunt and Simulring working together again? Any estimate on when this will be working again? It was such a great feature to have them both working together.
Thanks
Jay
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kayana
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Joined: Feb 24, 2009
Posts: 13

PostPosted: Wed Feb 25, 2009 7:25 pm    Post subject: Reply with quote Back to top

Quote:
The only reason we had the 2nd line was to receive calls when the 1st line is busy. Breaking this feature essentially made the 2nd line useless.


Why would you need to use both features together anyway? Call hunt alone does what you need if it is set up correctly. When line one is in use it will go to line two. Both features are a type of call forwarding. Using both is being redundant. Using too many features that do simliar things will cause problems. Each feature has a hierarchy to follow and when to many are used problems happen.
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askttt
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PostPosted: Thu May 14, 2009 4:51 pm    Post subject: Simulring & Hunt Reply with quote Back to top

Our situation is 3 Vonage lines at 3 different locations. When customers call our main number (which is a Vonage line), we want Simulring to ring all 3 lines. 1st one to answer, gets it. Now if someone else calls the main number and it is engaged, we would like the other 2 lines to ring.

Is this possible? I'm thinking call waiting has to be added to the mix???

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kayana
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PostPosted: Fri May 22, 2009 1:22 pm    Post subject: Reply with quote Back to top

simulring and call waiting will work together. Call hunt will automatically disable call waiting but not with simulring.
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