1 September 2015

0

Can You Turn Up a PRI Today?

Business Phone Service by Tom Collins

The question came up after 4 pm on a late summer Friday afternoon. "We're having problem with our current phone service provider. Can you turn up a PRI today?" Because the customer site was already connected to our fiber network, and because we are focused on the needs of our customers, the answer was "YES!" That is the answer when you have a fiber network and a motivated staff of knowledgeable professionals.

It turned out, in this case, that even though we could do it the same day, the customer couldn't get their tech on site until Monday morning and they also needed to add the phone numbers we allocated to them into their PBX. But, within an hour, we had given them their phone numbers. Once they gave us their IP address subnet information, we were able to program that into our equipment on the same day. We dispatched our field service tech on Monday morning and by lunch time the customer was able to make and receive phone calls.

Full disclosure... in the haste to turn up service, we did initially miss the detail of setting the customer CNAM correctly (this is what is displayed on caller id). But, within an hour of the customer notifying us that the caller id was not announcing what they wanted, we had fixed that and the customer is all set to go. It takes 24 - 48 hours for CNAM to propagate out to all the other carriers (similar to DNS entries), so there would have been a delay in proper caller id, anyway.

My customer was very happy. She sent me an email that said simply... "My hero!" Thank you, Laurie. But really, it was our provisioning team and the field service techs who are the heros... amongst their many other "superpowers"... .they do have the ability to turn up a PRI today.

So... the answer to the question is:

1. Yes!

2. Being on our fiber network is very helpful.

3. A motivated staff focused on customer satisfaction are the real heroes.

 

 





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About the author:

Tom Collins (Twitter, LinkedIn) - is the Director of Enterprise Sales & Marketing for Atlantech Online. He has over 20 years of professional experience in the Internet Service Provider industry and is known for translating technology into positive results for business. A native of Washington, DC, a graduate from University of Maryland (degrees in Government & Politics and Secondary Education), Tom is also a five-time Ironman finisher.

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