[BHS Etree] MISC: ABC Harrell reports problems with phone messages

[BHS etree]

Please DO NOT REPLY to the E-tree. Contact ABC Harrell at [mailto:www.abcschoolportraits.com]

ABC Harrell, our official school picture company, writes: 

We have been made aware of phone answering issues that have caused significant concerns. In response to your questions about non-answered/returned calls since we switched to a new phone system, we have been hearing reports that customers have been "leaving messages, and not being called back." We have been investigating the issue and discovered on Tuesday that under certain conditions, a bug in the new system has been sending customers to a nonfunctional mailbox when all agents are busy. 

To remedy the problem, we have switched our phones to the old system, and deployed extra staff to customer service. Unfortunately, the mailbox was not saving the voicemails, so we are attempting to retrieve a statement of phone numbers so that we can notify customers about the problem. This may not be possible. We will also be posting a notice about the issue on our website. I anticipate the complaints regarding calls will subside in the next 7 days.

www.abcschoolportraits.com