In the magical world of conferencing, people from opposite ends of the globe are somehow able to speak, and even see each other, by pressing a few numbers on a phone or clicking a computer mouse. However, sometimes the conferencing trolls rear their ugly heads and cause conference calls to drop, disconnect, or fail. We call those “outages” and we hate them….a lot. But don’t worry….at Lighthouse Conferencing we have you covered!
Sometimes it’s a transatlantic fiber cable that has been cut under the sea floor (wait what?). Other times it’s severe weather wreaking havoc or a piece of hardware that fails and needs to be replaced. Whatever those pesky conferencing trolls throw at us we always have a back-up plan to ensure our beloved clients are taken care of right away. That’s the extra mile that your conferencing provider, your conferencing PARTNER, should be able to go for you. At Lighthouse, that extra mile is what separates us from your run of the mill conferencing providers.
So now you’re saying to yourself, “ok, that sounds reasonable that a conferencing company would be proactive and implement a disaster recovery plan if an outage occurs, but what does that plan look like?”. Glad you asked! Below, we’ll outline the steps that we take at Lighthouse to ensure your call will go on, the outage is properly reported, and the steps we take to diagnose and remedy the issue while communicating effectively with our clients along the way.
If an outage occurs and your toll free dial in number is no longer allowing you to connect, you should:
Step 1: Try The Toll Number
If you’re in the middle of a reservationless audio conference call and the call drops there very well may be an outage that is affecting your account. Similarly, if you’re trying to launch a call and receive a busy signal or any other tone that suggests you cannot connect then there may be a problem occurring. The first step to take is to try and dial in using the toll number associated with your user account. While maybe not the ideal way to run this call, it ensures that your call will happen….which is the point in the first place.
Step 2: Use Lighthouse Back-Up Audio Account
If the toll number for your user account is not working either, your company will have a bank of Lighthouse back-up toll-free dial in numbers to utilize so your call can still take place. Often times we coordinate with our clients’ Help Desk or IT department to provision all users with a back-up audio account in case of emergencies.
Step 3: Open A Ticket
Opening a ticket using our technical support phone number is a great next step in the Disaster Recovery Plan. While it’s likely that we’ll already know that an outage has occurred, opening a ticket and providing the specific information for the affected call assists our tech support team in understanding what happened and expediting the remedy.
Step 4: Contact Your Lighthouse Conferencing Account Manager
If you have opened a ticket with tech support a great next step is contacting your Lighthouse Conferencing Account Manager and providing your specific ticket number. This will allow him or her to escalate your open ticket through the support channels for expedited recovery time.
Step 5: Communicating With Your Lighthouse Account Manager
Your Lighthouse Conferencing Account Manager will be in contact with you throughout the outage providing real-time updates on the status of the outage, root cause and repair time. Keeping the lines of communication open is an extremely important part of what we do in situations like these. Our clients find that our true value shines brightly by over communicating during frustrating times like these…and our follow ups (and follow ups to follow ups) are greatly appreciated.
While it is quite rare that the above steps will need to be taken….things happen! The most important thing to us is that our clients are taken care of and are impacted as little as possible. If a conferencing provider ever tells you that they never have an outage…..you just got lied to and need to hang up the phone. Give Lighthouse Conferencing a call….we’ll shoot you straight and you’ll be happy to have a partner you can trust.
To turn blah conference calls into WOW conference calls now
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