bus landline- call diversion on busy AND no answer - do I need to go back to Telecom

Forums › One New Zealand (including Vodafone, WxC, Farmside) › bus landline- call diversion on busy AND no answer - do I need to go back to Telecom

jdog

17 posts

Geek

#27976 13-Nov-2008 08:14

Hi,

I'm a reasonably happy customer of Vodafone's fixed line services for about 2 years now, but now ran into a problem that seems to be a deal breaker for me.

I recently hired a phone answering service that supposed to answer all calls when I can't, basically a human voicemail for all incoming phone calls. All working fine on the mobile, but on the landline I'm being told I can either have busy, no answer or immediate redirection, not any combination of them. Vodafone openly told me they are only reselling Telecoms services here and I checked with Telecoms sales hotline that having busy AND no answer is possible.

Why would I want no answer calls go to a (BTW Telecom branded) voicemail, when all other calls are going to a human operator?

Anyone have any recommendations of what to do? (Other service providers etc)

Cheers,

Jochen

VFNZPaulBrislen

970 posts

Ultimate Geek

Trusted

#177701 13-Nov-2008 08:46

That seems odd. Have you gone back to your business account manager about it? What did they say?

What's the service called - I'll have a dig around and see what's what.

Cheers

Paul

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz

jdog

17 posts

Geek

#177709 13-Nov-2008 09:17

PaulBrislen: That seems odd. Have you gone back to your business account manager about it?
What did they say?

Don't have one, I always just called up the hotlines and bought what I needed. Can you get me one?

The person on the phone said specifically: "Yes I understand, but the system only allows me to choose one or the other."

What's the service called - I'll have a dig around and see what's what.

Call Diversion:
http://vodafonenz.custhelp.com/cgi-bin/vodafonenz.cfg/php/enduser/std_adp.php?p_faqid=5628

Cheers

Paul

Thank you for getting back to me. I thought about emailing you directly after your "surfacing" in the NZ PHPUG, but then I thought you're not "National complaints manager"

Cheers,

Jochen

VFNZPaulBrislen

970 posts

Ultimate Geek

Trusted

#177710 13-Nov-2008 09:18

No problem (although I would delete your phone number from your post...).

I'll send you a PM when I get some info for you.

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz

riahon

946 posts

Ultimate Geek

#177739 13-Nov-2008 10:52

Is the answering service you need or a diversion service.

The answering service has; divert on busy, divert no answer as part of the service. On Telecom you can also set up call forwarding to another number if caller presses "0".

I wonder if you confused rep when you talked about diversion as part of callminder as I dont think the rep would have any control on how the voicemail service works so if you ask just for voicemail I am sure it will do what you want.

jdog

17 posts

Geek

#177745 13-Nov-2008 10:58

Hi,

riahon:
Is the answering service you need or a diversion service.

The answering service has; divert on busy, divert no answer as part of the service. On Telecom you can also set up call forwarding to another number if caller presses "0".

I wonder if you confused rep when you talked about diversion as part of callminder as I dont think the rep would have any control on how the voicemail service works so if you ask just for voicemail I am sure it will do what you want.

I have had voicemail, but now I want an answering service external to Vodafone, i.e. a call diversion. I don't want voicemail, nor Vodafone's answering service.

Cheers,

Jochen

VFNZPaulBrislen

970 posts

Ultimate Geek

Trusted

#177747 13-Nov-2008 11:02

Just figuring it out from here...

we simply resell Telecom's call divert service so if Telecom offers it, we offer it.

However, as far as we know you can only have busy, no answer or immediate redirection, not any combination of them.

So either Telecom's changed the service at its end (and we don't know about it) or the Telecom person you've spoken to has it wrong or they've cleverly put together different services (ie call divert and remote call divert or some other service) and called it call divert.... I'm not sure.

Still digging though.

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz

jdog

17 posts

Geek

#177750 13-Nov-2008 11:08

PaulBrislen: Just figuring it out from here...

we simply resell Telecom's call divert service so if Telecom offers it, we offer it.

However, as far as we know you can only have busy, no answer or immediate redirection, not any combination of them.

So either Telecom's changed the service at its end (and we don't know about it) or the Telecom person you've spoken to has it wrong or they've cleverly put together different services (ie call divert and remote call divert or some other service) and called it call divert.... I'm not sure.

Still digging though.

I just called 126 again and asked for the services again. They say I can have all three diversion services (busy, immediate and no answer) and any combination of them. They were not willing to give this in writing, but told me the add-on is called "Smart Business divert and call"

HTH, Jochen

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jdog

17 posts

Geek

#178532 18-Nov-2008 10:53

Hi,

this looked promising last week, but now it seems its dead in the water. It is disappointing, but I will initiate the move back to Telecom this week.

Also, is there a minimum purchase amount to get an account manager? I would have expected a call by now?

Cheers,

Jochen

Bung

6477 posts

Uber Geek

Subscriber

#178542 18-Nov-2008 11:45

jdog:
I just called 126 again and asked for the services again. They say I can have all three diversion services (busy, immediate and no answer) and any combination of them. They were not willing to give this in writing, but told me the add-on is called "Smart Business divert and call"

They could have pointed you at this page of writing.

The important bit is "You can also have a combination or all three services - with Simultaneous Call Diversion. To select Simultaneous Call Diversion simply call us on 126."

Sounds like the usual story, spend a fortune years ago on smart phone service capability then hide it in different packages.