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This condition interferes dramatically with our capacity to efficiently swap out phones.

 

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Attempt to escalate the issue, via ITSG

From: Oliver B. Habicht
Sent: Monday, May 09, 2016 3:09 PM
To: Frank L. Strickland <fls1>
Subject: VoIP refurbished replacement phones (1) not fixing key problems, and 2) have introduced new problem.

Frank,

We’re having physical (mechanical) issues with our VoIP phones in Chemistry. The phone hooks are not consistently working. And now we are discovering that some replacement phones are not compatible with existing bases, which we are expected to re-use. These problems relate to the Avaya 4610SW IP phones. We had three failed switch hooks on faculty phones in the Nov-Feb time frame- not good.

I would like your assistance to package our feedback to CIT so it may be most useful to affecting positive  change, please. NCS service line staff and techs have let us know that they also have been seeing these problems. I was encouraged to raise this issue through my ITSG representative. Is anyone else in A&S seeing this problem?                                                                                                 

CIT staff have kindly provided us a refurbished unit to be “ready to go” in our office since these problems keep occurring, but the base incompatibility problem has made that spare less effective.

The root problem of the switch hook not being reliable must be addressed. Refurbishing phones are not making that fundamental design problem go away.

Also, any newly provided phone must have a compatible set of base parts (both light grey and black). Providing just a replacement phone is so longer sufficient due to the base incompatibility problem.  Currently, to make things work per the techs, we are expected to break off pieces of plastic, hoping the wrong things don’t break and trying to be good in protecting our eyes.

What more information do you need from us for you to provide feedback to CIT so they may be better informed of the impact some of their decisions are having on people we support, and on us? Thank you, -Oliver.