Overview

This article provides information about the process of requesting assistance to configure your phone system or maintenance for your on-premise PBX.

Information

Whenever you are in need of assistance to configure your on-premise phone system or have a maintenance request, contact CallStream Support and include the following information in your request:

• Company name.
• Phone System installation address.
• Contact name and number, to receive updates.
• A detailed description of the maintenance request.

Providing this information from the beginning will allow your request to be handled by our PBX engineer more efficiently.

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Before escalating the request, confirm the on-premise phone system maintenance service charge is active for the customer.

• If the maintenance service is no longer provided, inform the customer they are not eligible for maintenance because the service is not active.
• If the maintenance service is active, escalate the request to the in-house engineer in the BU via side conversation to support@callstream.com including the information provided by the customer.

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