What To Do When You Need Support
Congratulations! You are now a user of our easy to use, secure, and reliable product: InphoniteVoice. While we take the utmost pride in our product and work tirelessly to make it the best product of its kind on the market, sometimes questions or issues still come up. You may need clarification on a feature, have an issue with your calls, or you might even just have questions. So what do you do? Immediately have a panic attack that your business might be negatively affected? Wrong. Here at Inphonite we pride ourselves on our Technical Support staff and their ability to swiftly solve issues that arise. So when you have a problem, just remember to breathe and follow these steps.
First you will want to report the issue to Inphonite’s Technical Support. There are a couple ways to do this. The most common (and recommended) way is to use the InphoniteVoice Admin Client that was installed with the InphoniteVoice software. In the Admin Client on the left you will notice there is a Support Center icon. From there you can do a multitude of things that include viewing your open cases, renewing your support contract and, of course, creating a new support case. In order to contact support, all you have to do is click “Create a case,” and enter in basic contact information and a description of the issue. The more detailed your description, the quicker we can determine the best route to resolution.
The advantage of using your Admin Client to submit a case is that the case goes directly into our queue for a technician to view and promptly respond. You can also easily track the status of your case. If for some reason you are unable to create a case through your Admin Client however, you can go to our website at www.inphonite.com and, under “Service”, click “Contact Support” and fill out the requested fields. From there your case will be entered into our queue and you will be contacted.
What happens next? After you submit your case, a member of our Technical Support team will be assigned to your case based on your questions or issues and their expertise. He or she will then contact you using the method you indicated to get the ball rolling. The engineer will speak to you to further assess the case and work quickly to resolve the issue or question, or, in rare instances, reassign the case to a senior engineer if deemed necessary to expedite a resolution.
Sometimes, if deemed helpful, the speediest resolution to problems is to allow one of our engineers remote access to your machine. This has always been easy and this year it is even easier. New to Inphonite this year is our InphoniteRemote software. This tool provides ease of use and functionality not previously available. Allowing access is as simple as going to remote.inphonite.com and entering in a code given you by the technician. From there the technician can access IV to find the source of the problem and fix it. And the best part is, once we’re connected, you don’t even need to be there.
Our SaaS solution offers clients another way of using InphoniteVoice: Online. If you use our SaaS option, support is very similar to our on-premise solution. You can access the Support Center within the IV Client. Simply login, go to “Help”, select the Support Center, and create your case there. Easy as one, two, three! This case will go directly into our queue and you will contacted by a support technician. Since we host the program for you on our SaaS servers, we have direct access to the program and can fix the problem as soon as we know what issue you are having without the need for remote access to your computer.
No matter what the issue or question is, Inphonite’s Technical Support team is ready to help. If you have any questions feel free to call us at 800-350-7693.