Getting help
How to reach a person who can fix it.
We are a small operation. The upside is that the person who answers is usually someone who can change the thing you are writing about, rather than someone who has to pass it along.
Two ways in
Email, or the form
No chatbot, and no ticket portal with a password you will forget.
- Existing customers
- support@witech.vi
Include your account name and, if it is about a specific call, roughly when it happened and which number was involved. That is usually enough for us to find it.
- Everyone else
- sales@witech.vi
Or the contact form. Questions about what we can supply get a straight answer, including when the answer is that we are not the right fit.
What we can see
What we can see from our side of the wire
Knowing which of these a problem is usually halves the time it takes to sort out.
- Anything about how calls route
- Greetings, menus, hours, groups, queues, overflow destinations. If a call went somewhere surprising, we can show you the path it took and why.
- Handsets that will not register
- Send the MAC address. We can see whether the phone reached provisioning, what it was given, and whether it came back.
- Calls that sounded bad
- Tell us roughly when and which number. The call quality dashboard keeps jitter, packet loss and the endpoint for each call, so this is a lookup rather than a theory.
- Numbers, porting and service addresses
- Where a number points, how far along a port is, and correcting the registered address on a line after somebody moves desks.
When the problem is on the line itself
We hand you the jitter and packet loss for the specific call, which is exactly the evidence an internet provider asks for before they will look at anything. Most quality complaints are settled by that one screen.
On recording, the switch is yours and so is the decision: whether a particular call may be recorded depends on where you and the caller are, and that is a question for your own counsel rather than a settings page.