Support Newsletter – February 2018
By Rob Morris, Technical Services Manager
Welcome to our first ever monthly support newsletter! We have so much to share that it can be hard to communicate everything to our customers about what we’ve been up to behind the scenes. So we thought, why not give you a monthly update?
These monthly newsletters will be the vessel to communicate everything from company news to product updates and new technical resources. If there’s something you would like to know about, send us a note and we will get it added!
– Rob Morris, Technical Services Manager
Employee Spotlights
Our Core Value Hero for February is Jinn Nguyen
Jinn is one of our many excellent support team members and has quickly become a customer favorite. He is always going above and beyond to help customers and co-workers alike, no matter the issue. We’re so happy to have Jinn as part of the Inflow family!
Employee Spotlight: Damien Martinez
Chances are if you’ve ever called into Inflow support, you’ve talked to Damien. Damien is a highly awarded support team veteran at Inflow. For his outstanding performance in 2017, he won TWO awards for Most Phone Calls and also the Core Value Hero award! Most of his co-workers know he loves cheeseburgers, but many do not know that he is writing and producing his own movie with his best friend. Damien loves working at Inflow and plans to be here for the long haul. We’re incredibly lucky to have such great employees like Damien.
February Support Metrics
Upcoming Training Opportunities
- BrightMetrics Reporting: How to Customize Current Reports to Monitor Data | Register Now
- Using Wrap Codes & Dispositions in the Contact Center | Register Now
- How do SMS, Collaboration & Video Fit Into Your UC Strategy? | Register Now
Support Updates
- New Support Plans
- We have updated & expanded all of the Inflow Support Plans to include a new tier (Gold Advantage) and more options for everyone | Read More
- New Cloud Provider: RingCentral
- Inflow Chooses RingCentral As New Flagship UCaaS Partner | Read More
- Our support team is ramping up their RingCentral certifications, so far we have many members completely certified as well as a few customers completing a cloud migration.
- Support Portal Overhaul Coming Soon
- We’re working on updating our Customer Support Portal to better serve our customers. As this gets developed and deployed, we will begin to move away from e-mail based support ticketing.
- Knowledge Base Updates Coming Soon
- We’ve started an initiative to create a lot more resources to help customers quickly fix non-critical issues by building a more robust knowledge base
- New Remote Access Platform
- Inflow will be changing from the LogMeIn remote access to new remote access platform, VX Pulse, to better serve our customers. If you have not already, please click here to submit the required change form.
Tech Tip of the Month
How to Configure Redundancy in the ShoreTel System
ShoreTel Tech Article
Redundancy in the ShoreTel system can be achieved for many facets of the system, from IP phone failover to trunk redundancy, if you have the correct resources in your infrastructure.
