We're an interconnect with almost 20 years experience in Nortel & Avaya. We were referred to a customer with an ESI 50 who's having 2 problems with his system (& whose prior vendor is unresponsive):
- Can't return calls from the CallerID log
- Calls to his BTN end up in his personal mailbox rather than the Auto Attendant.
Having read several posts on this board
https://www.sundance-communications.com/cgi-bin/ultimatebb.cgi?/ubb/get_topic/f/27/t/000374.html
we contacted ESI for programming assistance, planning on being the eyes & ears for ESI & providing information on the CT dialing plan, etc.

We were told that ESI wouldn't assist without written permission from the customer's prior vendor. If the vendor wasn't responsive to paying service calls, why would he respond to a request to release the customer?

Any help or advice will be appreciated.

Thanks for letting me post on this board.

If the customer gives ESI a little info (serial #) they can contact the reseller and hopefully they can get a response.

Watch out for customers like that, they might not have a good relationship with their vendor because THEY are not paying.

Thats why I recommend ESI contacting the reseller. If the customer owes the vendor an outstanding balance ESI will help settle the dispute. The vendor may not be an authorized reseller. I just took over 2 systems that were sold by a non authorized seller that somehow got his hands on 2 brand new 100's.

This is a quality customer that's been doing business with a member of my networking group for several years. He's also done some work for a non-profit that I'm on the board of. The customer's issue is that the reseller doesn't respond to his requests, not that anything's been done incorrectly.

Since ESI had a record of the reseller, it would seem that it is an authorized dealer.

Can anyone tell me who to contact at ESI to get this situation resolved?

That's a firmware issue on the 50. Call 800-374-0422 and ask for a sales rep. Tell them the issue. It's going to come down to the previous vendor's sales rep making the calls and getting an authorization letter from the customer. ESI does protect their vendors. If the customer wants you to service the system, you will have to get certified as ESI doesn't do eyes and hands remote service. I do know of one situation where ESI uploaded a firmware load to a customer's system when they couldn't get a certified ESI vendor to service the client's system. I only know of that happening one time, though.

Rcaman