Forum Discussion

ddemuth78's avatar
ddemuth78
Active Contributor
2 months ago

Outbound call issues popped up

For the last two weeks I have been trying to get to the bottom of a worsening of our outbound call issues. We seem to have always had a single outbound call a day ring to dead air but something has c...
mkeaton's avatar
mkeaton
Frequent Contributor

When you call support, ask for tier 2, right at the start, let them know this is an ongoing time sensitive issue. But plan to sit on hold for days until they get someone on the phone. If Kate sees this she may be able to help get your examples directly to T2 calling all -  KateG 

ddemuth78's avatar
ddemuth78
Active Contributor
2 months ago

Called in. the agent said they were level 2 support. They looked at my examples and said they were going to open a ticket with their upstream service provider. I never received a case email though regarding this conversation, so I hope it actually goes somewhere. 

  • KateG's avatar
    KateG
    GoTo Manager
    2 months ago

    ddemuth78 - Sorry to hear of this and thanks for reaching out to support. I see your case was escalated today for carrier review, the team should be following up further when there is more information. 

    mkeaton nice to see you, thanks for your input here! 

     

    • ddemuth78's avatar
      ddemuth78
      Active Contributor
      2 months ago

      Ok, great. Thanks for the confirmation!

    • ddemuth78's avatar
      ddemuth78
      Active Contributor
      2 months ago

      KateGI haven't heard anything back yet and never got an email from the agent to reply back to. Are you able to ask them to reach out to me with an update on the status?

      • KateG's avatar
        KateG
        GoTo Manager
        2 months ago

        Hi ddemuth78

        I've noted this in your case, someone should reach out soon with an update. Thanks for your patience.