[Other] Ooma Outbound Caller ID Not Working Page 2
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pandora @ 30th Oct 12:30PM:
Re: [Other] Ooma Outbound Caller ID Not Working
The name of the woman (Roz) he needs to speak to is here - »www.ooma.com/forums/viewtopic.ph···&start=0
I agreed not to give out her direct number. :(
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"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."
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RockyBB @ 30th Oct 01:32PM:
Re: [Other] Ooma Outbound Caller ID Not Working
said by mezzy316 :
can I take care of it myself somehow?
only the carrier controlling the number is authorized to update name info in LIDB. you can call your provider, but no one else in telecom would be authorized to act on your request. even the CLEC that ooma is buying from would not be authorized to act on your personal request ... they need to hear it from ooma, which is their customer. third parties are forbidden to modify other carriers' records.
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mezzy316 @ 31st Oct 10:30AM:
Re: [Other] Ooma Outbound Caller ID Not Working
Called Ooma and I just keep getting the same answer: "We have your trouble ticket and we are working on it." I'm no telephone technician, but this sure doesn't seem like something that should be this difficult or take this long to resolve. I'm at my wits end.
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RockyBB @ 31st Oct 10:32AM:
Re: [Other] Ooma Outbound Caller ID Not Working
said by mezzy316 :
Called Ooma and I just keep getting the same answer: "We have your trouble ticket and we are working on it." I'm no telephone technician, but this sure doesn't seem like something that should be this difficult or take this long to resolve. I'm at my wits end.
did you look up their list of features and see if they still support outgoing caller ID name?
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mezzy316 @ 31st Oct 10:39AM:
Re: [Other] Ooma Outbound Caller ID Not Working
Yes, they do. I am one of several people posting on their message board that has this problem. Some people said they called and it was fixed in 48 hours. For others it has been weeks/months and it's still wrong.
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RockyBB @ 31st Oct 10:55AM:
Re: [Other] Ooma Outbound Caller ID Not Working
said by mezzy316 :
Yes, they do.
I'm not too familiar with ooma's website. Could you share a link to the page where that's described? If it's behind a password, maybe a screenshot? Thanks!
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mezzy316 @ 31st Oct 11:10AM:
Re: [Other] Ooma Outbound Caller ID Not Working
It says they do here under "Does Ooma provide caller-ID service?"
»www.ooma.com/support/faqs#features
Ooma also provides outgoing caller-ID at no extra charge. By default, during activation, your caller-ID will be set to use your last and first names. If you wish to change or personalize an existing outgoing caller-ID name at a later time, you can choose to do so for a one-time charge of $11.99. Acceptable caller-ID names contain some combination of your first name, last name and/or your home business name. New requests and changes for outgoing caller-ID name are processed within 5 business days.
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RockyBB @ 31st Oct 11:21AM:
Re: [Other] Ooma Outbound Caller ID Not Working
well, alrighty then, ooma has no out clause. my original thought, that your number got put on the wrong plan at the CLEC (one-way DID instead of 2-way DID) might actually be correct. Perhaps month end processing tonight (coincidentally) might get it corrected. Otherwise, if still NULL NULL on Monday, you should escalate to a supervisor at ooma support. In those situations, you might use a practice used internally at AT&T years ago called "24 hours and up." When you escalate, you ask the person you're talking to who their boss is, and what their phone number is. Share with them that it's your intention to call that person if you don't hear back within 24 hours. And then do it.
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mezzy316 @ 3rd Nov 12:48PM:
Re: [Other] Ooma Outbound Caller ID Not Working
Month end processing didn't change anything, I'm still "Null, Null". Called CS again this morning. They said they'd put in a trouble ticket. Where have I heard that before. The CS rep said it was already provisioned but that he'd have it done again. I asked if I could speak to that department. He said that there is only one lady that does it all (Roz?) but that she doesn't talk to customers. He said that he would have someone call me back this afternoon after it is provisioned again. I'll give them until about 3:00 to call me back, then it's supervisor time.
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RockyBB @ 3rd Nov 12:53PM:
Re: [Other] Ooma Outbound Caller ID Not Working
you should not feel bad or feel guilty about pressing the issue. they are not providing a published standard feature, and not giving any explanation of why it's not progressing.
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pandora @ 3rd Nov 01:49PM:
Re: [Other] Ooma Outbound Caller ID Not Working
First level CS for Ooma is via the Philippines. The best venue is to be very nice to BobbyB or DennisP and send them an email via the forum. Explain your problem, state that CS hasn't been able to help, ask if they can do anything.
The U.S. CS numbers aren't provided to the public anymore. It is difficult to get hold of a support person in the U.S. via phone without a direct number. I think (but am not certain) that the gatekeeper for U.S. CS is Carol.
While BobbyB is more of a people person, DennisP probably is the person you want to help resolve this.
Bobby and Dennis do a lot to help customers informally. It is NEVER a good idea to annoy, harass, or bother them. They are site moderators, but do not have to do anything for customers. Until recently most of the time Dennis was working with Telo beta testing and Linux / website development for the Telo.
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mezzy316 @ 3rd Nov 03:41PM:
Re: [Other] Ooma Outbound Caller ID Not Working
I have actually been emailing back and forth with Bobby B for a week or so, but he has just been directing me to call CS.
Just within the last hour, I received a call from Ooma, and it was Raz! She assured me that everything on their end is done and now it's just a matter of all of the carriers updating their information. Although I don't know if I believe that, at least I seem to be getting somewhere. She had me call her from my number to a landline where she is and it also didn't display my name, so at least she knows I'm not crazy.
She said that she is going to check in with me once per week, and she also gave me her direct number to call. We'll see if this helps.
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pandora @ 3rd Nov 04:52PM:
Re: [Other] Ooma Outbound Caller ID Not Working
She is the person who resolves these issues. She is very nice, please be kind to her. She has no control over the various caller-id name databases and can't force them to update. Eventually your caller-id name will work.
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"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."
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trev @ 3rd Nov 04:54PM:
Re: [Other] Ooma Outbound Caller ID Not Working
So the telco-hosted LIDB is probably updated, and if you call someone local to you who has service through from the ILEC, the correct name will likely show up.
I suspect the third party database providers will take a few weeks to show the change, although please do keep us all posted of when corrections start appearing!
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Will Hill @ 3rd Nov 05:02PM:
Re: [Other] Ooma Outbound Caller ID Not Working
said by pandora :
She is very nice, please be kind to her.
Okay sweetheart. ;-)
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mezzy316 @ 9th Nov 09:26AM:
Re: [Other] Ooma Outbound Caller ID Not Working
I have talked to her a few times and she says she is still monitoring it but at this point it is still wrong. The Ooma forum is beginning to fill up with other people posting the same problem. There has got to be something else they can do. I'm tired of waiting.
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pandora @ 9th Nov 09:30AM:
Re: [Other] Ooma Outbound Caller ID Not Working
It has always taken time with Ooma. They claim to update the database, and it takes 2-4 months before the outgoing caller-id name appears.
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"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."
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RockyBB @ 9th Nov 12:34PM:
Re: [Other] Ooma Outbound Caller ID Not Working
said by mezzy316 :
I have talked to her a few times and she says she is still monitoring it but at this point it is still wrong. The Ooma forum is beginning to fill up with other people posting the same problem. There has got to be something else they can do. I'm tired of waiting.
I've been in the telecom business since 1986, and I can say with no equivocation that she knows something she's not telling you. Ask her what's the deal and tell you everything, or escalate to supervision.
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pandora @ 9th Nov 03:21PM:
Re: [Other] Ooma Outbound Caller ID Not Working
said by RockyBB :
I've been in the telecom business since 1986, and I can say with no equivocation that she knows something she's not telling you. Ask her what's the deal and tell you everything, or escalate to supervision.
Roz is the end of the line at Ooma for outgoing caller-id with name. Nobody at Ooma is going to do any more for him. Ooma has a few very helpful people, the best known are BobbyB, DennisP, Roz is less known, so is Carol. Bothering any of these people to ask for a supervisor is going to get him nowhere IMO. I'll add that IMO it would be unhelpful for him to push as Roz isn't going anywhere, she is well liked, well regarded, and does follow up as promised.
Generally the phone port people are kept away from users. Roz is the only person in that area who will make contact. There are several groups at Ooma who are very hard to reach or get a contact name and number from, they are busy, and don't have time or possibly training to provide great customer service.
For whatever reason, outgoing caller-id name from Ooma seems slow to go out to databases.
The only person who may be more capable of getting a result would be DennisP, and he is doing a lot already with respect to development efforts for new products and services that Ooma desperately needs. DennisP won't have time to do this work for any customer, it isn't part of his routine job, and you'll have to bother the CEO of Ooma to change that. If I were the CEO of Ooma, I'd just offer the customer a refund for his hub, he wouldn't be worth the aggravation of my staff.
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RockyBB @ 9th Nov 03:42PM:
Re: [Other] Ooma Outbound Caller ID Not Working
said by pandora :
Roz is the end of the line
with all due respect, that's a load of crap. the feature is published on the marketing materials as available and standard, but in reality it's not available to some. that's discriminatory, and much higher than Roz's paygrade. A simple explanation of "why" would go a long way; an offer of a complete refund might go a longer way. But what is not acceptable is no action and no explanation and no light at the end of the tunnel. There is a phenomena at telecom companies called level lock -- Roz might only be able speak to staff at her level at the vendors. It's very possible that a VP at ooma can call a VP at Level 3 or 360 Networks or whoever has mezzy316's number, and the problem is solved in 5 minutes. But if client does not escalate above Roz, then none of that has a chance to happen.
Sometimes end users have excessive expectations, in which case I'll point out why the carrier can't meet them. Makes me look like an apologist for the carrier. But in this case everything is crystal clear: supported feature is not working and provider can't make it work despite end user following accepted procedures for clearing the problem. Customer has done nothing wrong but must absorb the incompetencies of a silent carrier that offers no explanations. That's just not acceptable. That's ooma.
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pandora @ 9th Nov 03:55PM:
Re: [Other] Ooma Outbound Caller ID Not Working
said by RockyBB :said by pandora :
Roz is the end of the line
with all due respect, that's a load of crap.
Who's your boss Rocky, I want to call him. If you don't have one, that's a load of crap.
There, does that feel any better?
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"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."
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RockyBB @ 9th Nov 04:09PM:
Re: [Other] Ooma Outbound Caller ID Not Working
said by pandora :said by RockyBB :said by pandora :
Roz is the end of the line
with all due respect, that's a load of crap.
Who's your boss Rocky
My customers are my boss, an attitude that would serve ooma well, IMO.
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pandora @ 9th Nov 04:12PM:
Rocky is full of crap, according to Rocky
said by RockyBB :
My customers are my boss, an attitude that would serve ooma well, IMO.
That's crap according to you Rocky. Give me your bosses number. If its your clients, I'll call them and tell them how crappy you are. Does that fit into your business plan? Is one unusual nuisance annoying everyone really acceptable to you? Is it part of your business plan? Is it reasonable to put up with one irrational user who won't accept your answers? Now stop the crap Rocky (as you call it) and provide those numbers. I want to complain about you about things you have no control over. :)
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RockyBB @ 9th Nov 04:18PM:
Re: Rocky is full of crap, according to Rocky
said by pandora :said by RockyBB :
My customers are my boss, an attitude that would serve ooma well, IMO.
Is it reasonable to put up with one irrational user who won't accept your answers? ... I want to complain about you about things you have no control over. :)
who is the one irrational user? how do you know what ooma does not does not have control over? or do you simply take them at their word? isn't ooma Level 3's (or 360 Networks, or Global Crossing or whoever) paying customer? shouldn't ooma demand to receive what they are paying for? why is it acceptable to do nothing for the paying customer?
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pandora @ 9th Nov 05:14PM:
Re: Rocky is full of crap, according to Rocky
said by RockyBB :
who is the one irrational user? how do you know what ooma does not does not have control over? or do you simply take them at their word? isn't ooma Level 3's (or 360 Networks, or Global Crossing or whoever) paying customer? shouldn't ooma demand to receive what they are paying for? why is it acceptable to do nothing for the paying customer?
Rocky, according to the definition of crap you provided, your excuses are all crap. Now provide those names and numbers, your supervisors (customers) need to know how awful your service is.
I'm trying to point out by example how idiotic it is to assume every corporation has a large bureaucracy and how idiotic it is to assume that everyone who complains has a legitimate beef. Ooma does not have a large bureaucracy. Beyond Roz there is another technical person whose name to the best of my recollection is not public. I don't know if he is her supervisor, I do know it would be a waste for him to bother with a complaining customer.
At some point, a nuisance complaint has to be ignored.
The situation with Ooma and outgoing caller-id name is long standing, self resolving, and merely requires patience. Yelling at everyone won't help, calling it crap, won't help.
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"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."
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PX Eliezer @ 9th Nov 08:01PM:
Re: Rocky is full of crap, according to Rocky
said by pandora :
At some point, a nuisance complaint has to be ignored.
I really wouldn't call it a nuisance complaint.
Apparently it is advertised as a basic part of their service, and is obviously important to some customers.
If Ooma cannot provide it, they should not advertise it or mention it.
As for timing, 4-6 weeks seems reasonable, but IF some folks have been waiting for a few months that would be very excessive.
This is even more the case if customers are kept in the dark.
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pandora @ 9th Nov 08:37PM:
Re: Rocky is full of crap, according to Rocky
said by PX Eliezer :
If Ooma cannot provide it, they should not advertise it or mention it.
It takes a while for outgoing caller-id name to function on Ooma. Eventually it works. Asking for supervisors in a small company IMO won't help. The supervisors to some of the people mentioned here are likely either VP or CEO.
Ooma is probably adding 400-500 new users per business day. I'd guess more than half port their numbers.
On any given day a lot of new people are asking basic questions and a lot of people are starting or in the process of porting. The goal has got to be to try and make the vast majority happy.
Ooma doesn't have the staff or bureaucracy to handle chronic nasty customers IMO. Nobody is going to fire any of the hard working and helpful Ooma staff mentioned on this thread.
Ooma has a lot that its doing and limited human resources. Expediting outgoing caller-id with name seems to be a bit low on the priority list. I can't imagine under what circumstance a customer could make enough of a pain the the rear that senior Ooma management would divert scarce staff to satisfy a nasty caller.
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"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."
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garys_2k @ 9th Nov 09:43PM:
Re: Rocky is full of crap, according to Rocky
One has to wonder, then, why it's not too difficult for other VOSPs to handle outbound CID. Cable companies can do it, larger and smaller independent companies can do it. They all presumably buy their terminations from the same pool of providers, so why is Ooma the only one that takes so long?
One can only speculate... Maybe bills have to be paid up to a certain level before additional services are provided and maybe that's difficult for Ooma.
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PX Eliezer @ 9th Nov 10:22PM:
Re: Rocky is full of crap, according to Rocky
said by pandora :
Ooma doesn't have the staff or bureaucracy to handle chronic nasty customers IMO. Nobody is going to fire any of the hard working and helpful Ooma staff mentioned on this thread.
Ooma has a lot that its doing and limited human resources. Expediting outgoing caller-id with name seems to be a bit low on the priority list. I can't imagine under what circumstance a customer could make enough of a pain the the rear that senior Ooma management would divert scarce staff to satisfy a nasty caller.
As Jay Leno would say, we haven't changed a word.
So, take notice:
If you are an Ooma customer with a basic question about a basic feature, your issue will be regarded as a "nuisance complaint".
If you continue to inquire, you will be labelled as a "chronic nasty customer".
For the second time ever in this forum, I am speechless.
*(Other than to say that competitors large and small seem to have enough staff. And if Ooma truly is adding so many customers, they should have enough too).
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RockyBB @ 9th Nov 11:52PM:
Re: Rocky is full of crap, according to Rocky
said by pandora :
chronic nasty customers IMO. Nobody is going to fire any of the hard working and helpful Ooma staff mentioned on this thread.
what are you talking about? who said anything about a chronic nasty customer? who said anything about getting anyone fired? and who is the "irrational customer" you spoke of earlier? Where are these wild accusations coming from? What do you know that you're not telling us? And how do you know it? Or are you just making that all up? Re-reading every post in this thread, no one is going nuts except you. you're defending staffers that obviously can't get the work done, and attacking customers who only want what they were sold. that's nuts! ooma turned a customer that was generally happy into something else. where does ooma get off taking a lifetime payment from a customer and not deliver what was sold? should the customer be blamed for trusting ooma? and what's with all the disrespectful insults of a customer that trusted ooma for a lifetime, just as you have encouraged countless numbers to do? is that how they think over there, or is that just you?
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pandora @ 10th Nov 08:40AM:
Re: Rocky is full of crap, according to Rocky
said by garys_2k :
One has to wonder, then, why it's not too difficult for other VOSPs to handle outbound CID. Cable companies can do it, larger and smaller independent companies can do it. They all presumably buy their terminations from the same pool of providers, so why is Ooma the only one that takes so long?
One can only speculate... Maybe bills have to be paid up to a certain level before additional services are provided and maybe that's difficult for Ooma.
THAT is a very good question. There is a lot about Ooma that we don't understand, and may never understand.
I checked after porting to Ooma two of my landlines, and each Ooma line seems to be hosted by a different company according to the lookup I ran.
It shouldn't take so long, and I'm not trying to justify the length of time it takes. My attempt is to offer some direct experience with this issue.
Roz reliably calls back, and tries to be helpful but is limited. She works with another who isn't named in any of these threads, who is more technical, but not available that I've ever seen to customers for reasons which we can only guess at. BobbyB is a facilitator and public face for Ooma, a go to guy. DennisP is very technical, and runs not only the beta program but a lot of other stuff, his plate is very full.
Eventually my guess is Ooma will resolve the timely issuance of outgoing caller-id name, it should be on the list of things to resolve. Unfortunately Ooma seems to be a small group trying to handle a lot. Some things that self resolve over time, don't seem to get the attention that some would like.
IIRC DennisP is a VP, his supervisor is likely Ooma's CEO. The suggestion made earlier to talk to the supervisor seemed not to understand that Ooma IS a small company with limited bureaucracy. I agree this issue should be resolved better and sooner, at the same time, there are other things Ooma has to resolve which are more important. This is an unfortunate situation IMO.
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pandora @ 10th Nov 08:47AM:
Re: Rocky is full of crap, according to Rocky
said by PX Eliezer :
As Jay Leno would say, we haven't changed a word.
So, take notice:
If you are an Ooma customer with a basic question about a basic feature, your issue will be regarded as a "nuisance complaint".
If you continue to inquire, you will be labelled as a "chronic nasty customer".
For the second time ever in this forum, I am speechless.
*(Other than to say that competitors large and small seem to have enough staff. And if Ooma truly is adding so many customers, they should have enough too).
You are misreading the situation. The OP has been contacted by Roz who handles entry of client names for outgoing caller-id for Ooma. Roz is very helpful, she does what she promises, and calls back as promised. She has been given a system to manage and does her best to honestly handle it. Whatever name appears in your outgoing caller-id name from Ooma has been approved or entered by Roz. There is no alternative authority in Ooma for this area.
There seems to be a problem with the system distributing the names to databases, that Ooma should eventually resolve. Bothering Roz won't help.
There is another more technical person in her group who does not call anyone. The highest technical person publicly available to Ooma customers is DennisP and he has a very full plate.
I agree there is a problem, outgoing caller-id name should be working sooner. There seems to be no one at Ooma who will handle this. Some of the staff mentioned in this thread are very senior. Calling the CEO because your outgoing caller-id name hasn't been distributed fast enough may not be helpful IMO.
If he can't handle waiting a while, he may wish to consider another provider. You are correct there are many great, fantastic and wonderful VOIP providers who seem to get this specific issue resolved faster than Ooma.
I believe this is an Ooma problem, but also believe to Ooma it is justifiably not a priority at this time, calling to complain to the CEO is IMO unlikely to make it a priority.
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"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."
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pandora @ 10th Nov 08:51AM:
Re: Rocky is full of crap, according to Rocky
said by RockyBB :
what are you talking about? who said anything about a chronic nasty customer? who said anything about getting anyone fired?
When I asked for your boss, I didn't get names and numbers. Why, because it is pointless based on how you are structured. With Ooma at the level the OP is, it is pointless to push further. For some of the people in this thread the supervisor will be the Ooma CEO.
IMO this complaint has reached the highest level of Ooma staff who can be technically helpful. The individual who is contacting the OP (Roz) is the specific individual at Ooma responsible for this area. She has a system which was created for her some time ago that she can't change. Her supervisor won't be able to change it, his supervisor is likely (I'm not 100% certain on this) the CEO of Ooma.
At a point, a customer either has to accept some limitations of a provider, or decide they are unacceptable and move on. My point is this customer has reached the highest levels of assistance Ooma realistically has available to him.
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"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."
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mezzy316 @ 10th Nov 10:05AM:
Re: [Other] Ooma Outbound Caller ID Not Working
First of all, I take great offense to the implication that I am a nasty or irrational user. I have never been either to anyone at Ooma nor on these boards. I simply am looking for a way to resolve a problem, an ongoing problem, one that I find to be a great annoyance and one that should be easily fixable. Many of you have given me helpful responses and I appreciate it. I'll let you know if there is any progress. As of now, there's not.
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PX Eliezer @ 10th Nov 10:05AM:
Oomaybe
My strong objection in this situation is the use of terms such as "nuisance complaint" and "chronic nasty customer". I think that your use of those terms was uncalled for. Totally!
said by pandora :
At a point, a customer either has to accept some limitations of a provider, or decide they are unacceptable and move on.
The interesting thing with that in Ooma's situation is that the customer has paid a "lifetime" fee. So if a customer moves on Ooma greatly benefits: They collected their money, and never have to provide any more service.
---------------------------------------------
If folks are going to say that Ooma is a first-class operation, selling lots of units and receiving lots of VC funding, then whining about overworked staff and inadequate resources is not acceptable.
I think we've all learned a lot about Ooma today.
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mazilo @ 10th Nov 11:15AM:
Re: Oomaybe
said by PX Eliezer :
If folks are going to say that Ooma is a first-class operation, selling lots of units and receiving lots of VC funding, then whining about overworked staff and inadequate resources is not acceptable.
Ooma sales have picked up due to the introduction of Telo, AFAIK. Last week, I went to a local Fry's Electronics store, the salesperson whom I spoke to told me that their 1st shipment of Ooma Telo had gone and what we saw on the shelves were the 2nd shipment. This is good/bad for Ooma in the sense that Ooma has made some profits from the sales, but also has to shell out more $$$ to pay for PSTN terminations incurred by its existing + new Oomaniacs. Eventually, Ooma's cash will deplete to a point that it will cease exist. ;)
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