We took a bid from an Asterix vendor. I actually would have preferred
a Linux-based system, but they were even smaller and less experienced
than the vendor we went with.
I think folks have gotten pretty lackadaisical with "acceptable level
of service" for computers these days. The phone industry operates at a
different level.
I hope you've got some good leverage in emphasizing this message to
your vendor.
I know a few locals who design/build/install/support Asterisk
installations and them tell me it's a tough business.
On Tue, Mar 29, 2016 at 12:40 PM, Ken Dibble <[email protected]> wrote:
> Thank you to everyone who responded.
>
> I spent most of the day yesterday researching this. I think the problem is
> related to implementation of "early media" and SIP Code 183 messaging. We
> are not using SIP trunks; we are interfacing with the PSTN via a Level 3
> (formerly Time-Warner Telecom) PRI. I think there is/are a configuration
> issue(s) related to this messaging somewhere either in the Level 3 service,
> the Patton gateway, the 3CX VoIP software, and/or the YeaLink phones.
>
> This vendor lowballed the bid because, in part, they were not highly
> experienced in this type of work. They're a white-box computer and IT
> administrative services vendor who only recently got into phone systems.
> Ours is, by a few orders of magnitude, the largest phone installation
> they've ever done, and they had only done a literal handful before us. We
> trusted them because they've been very good on strictly computer stuff.
> Their management is failing to accept that this is different: They did not
> sell us a server, software, switches and phones, separately. They sold us a
> phone *system*, and they are responsible for all aspects of the system
> functioning properly.
>
> Digital phone systems are also computers, and some of them, including the
> one we just replaced, also have separate hardware and software components.
> The fact that VoIP PBX software can run on a Windows computer
does not, IMO,
> change the "business model" with regard to the sale of phone systems in any
> respect. A digital PBX vendor would immediately accept responsibility for
> failing to deliver a properly-configured system and fix it, for no charge.
>
> I suspect that a more experienced provider would understand this
problem and
> would not have had much difficulty in getting the configuration(s) done
> correctly. This vendor, due to inexperience, underbid the
installation labor
> cost, and underestimated the difficulty of properly configuring our system,
> and is now trying to recoup its losses.
>
> I sympathize with them, but I am not going to pay them to learn how to
> design and install phone systems properly.
>
> Ken Dibble
> www.stic-cil.org
>
>
[excessive quoting removed by server]
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