Why do we have to tell BT how to do their job? We had a simple problem which can be summarised as follows:
Our telemarketing team use Voice Over IP lines (VOIP) and these use strange numbers beginning with 0506. The problem is that when a customer uses redial (1471) the calls come to our VOIP system (which is usually engaged). So how to get the incoming calls to our 0800 number?
I spent a LONG time trying to get BT to understand what we needed and in the end I had to come up with the solution:
1. Add geographic numbers (0191 to each VOIP line)
2. Set up permanent redirection on the new numbers to our 0800 numbers.
Result? Customers called by our telemarketing team can hit 1471 and redial our 0506 numbers with those calls being routed at the exchange back to our landline. Of course, we have diversion on the landline so if it's busy or the office is closed customers will be diverted to my mobile.
Now why can't BT suggest solutions like that? I find it hard to believe that we are the only Company with a requirement to do something similiar. I have a local rep coming to see me tomorrow to get our BT Versatility box hooked up and working - it was in the new office when we moved in (all £1200 of it) and I'm sure they are going to tell me it is no good and will need to be replaced. In 1998 when Ian and I were running a huge business we did all of this on BT Centrex - how can their technology have gone backwards in the last ten years? As a Company we try to reuse technology and I have a massive dislike of binning hardware that works - surely it isn't too much to ask BT to simply re-commission the hardware we have (and yes, we'll sign a maintenance contract) to save throwing away a perfectly good piece of kit ???
I'll update with the outcome - but I'm not optimistic.