Worst System Ever

[azola_sofi]

Hi Datatex I would like to thank you for having the worst support system, Worst call center and worst program ever.

We are a dealer with you and have under 30 clients that have TNG and would like to increase this amount but are having some many problems and we get no support! even asking for your SLA plans is lost in the wind.

WERE IS THE SUPPORT!!!!!!

I have been waiting as to why the new version doesn't read CSV files correctly and no reply.
I'm I've also been trying to install TNG a few new computers and nothing this system does not even want to create a trunk and no data is been collected even when in the TNG logs you can see the call coming in and in the AMI you can see the call nothing.

Please will some one get back to me otherwise an alternative will be searched and used.

[azola_sofi]

Again Datatex has blown me off, after sending this message to datatex all i get is a email saying we will investigate. Nothing more has come of this!

[Belinda Frick]

Thank you for your forum post / email

We would like to apologise for your bad experience with Datatex support.

We have set processes in place in order to efficiently assist with queries. Queries can be logged telephonically or via our forum.

We have encouraged DCData technicians to please log issues per TNG (per client). The motivation for this being that we can, through a process of elimination, consider all the factors to ensure that we are not dealing a re-occurring issue. For instance with Asterisk your server can have the same specifications but the numbers of extensions, trunks, call volumes and routing, etc. can be different. For this reason we need the issue to be logged per TNG.

We do request in some instances of telephonic support that a forum post is generated in order to obtain more details or information. We rely on the Technical Engineer to follow our suggestions or supply the information required in order to provide them with the best support on the respective queries. Regrettably these suggestions are not always followed.

As with any software it is always suggested to run the latest version of the software rather than re-install. For your last query this is not the case (running version 1.0.7.0) – refer to forum post: viewtopic.php?f=11&t=2986#p3316.

Another post was logged for an issue that TNG frequently expires – refer to forum post: viewtopic.php?f=11&t=2935&start=0. Note that once the information we requested was provided per TNG (client), we identified more than one issue. We also established that this TNG is not on the latest version (still on version 1.0.7.0). Our developer was made available to log in remotely and investigate the issues DCData reported at the respective branches of one client. We could not complete this investigation as the DCData Engineer was not available.

We will be happy to assist with any issues, but to ensure efficient support is provided we require issues to be logged per TNG. To investigate and resolve we investigate the TNG in its specific environment. We also encourage you to follow the correct support channels as stipulated above as email support has been discontinued. We also suggest having the software on the latest version, which will address all know issues.

You also have the option to use the forum articles to do your own searches – all issues that we have come across has been logged and is available to all on the forum. With the forum we make all information available and all issues is shared.

[Belinda Frick]

You wrote:

I have been waiting as to why the new version doesn't read CSV files correctly and no reply.
I'm I've also been trying to install TNG a few new computers and nothing this system does not even want to create a trunk and no data is been collected even when in the TNG logs you can see the call coming in and in the AMI you can see the call nothing.

Can we please start with one TNG installation and work through it. Please do not uninstall and/or re-install. We need to look at a TNG individually and address the issues.

You can do a post per TNG so that we can address it without confusing issues for different installations.

Here is the links for the 2 issues already logged(kindly limit error logging in post per TNG installation):
TNG Reporting issue
TNG frequently expiring

Waiting on your new posts.

[azola_sofi]

After calling in and talking to Leon and another chap (apologises for not remembering his name) I was assisted

I would like to say thank you to Leon he has been very helpful with all my problems and we have gone through
the steps I need to take to get TNG working on the sites.

He was well mannered, ready to get everything working and got back to me when he said he would.