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Vencom
offers three levels of support in
resolving communications problems; Major
Emergency, Emergency and General. For
standard programming questions on
resetting the voicemail password and
clock, see the Frequently
Asked
Questions
for step-by-step-instructions.
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——Major
Emergency Support
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For Major
Emergency
Support, please call our Toll Free number:
(800) 848-8362
•
2-hour response time
• 24 x 7 x 365
Problems,
that qualify as a
Major
Emergency
include:
•
Major Outages (loss of more than 20% of
the available resources)
• Loss of any of the system's
essential components or peripherals
(voicemail or other
—similar
resources)
• Loss of incoming telephone
lines
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For Emergency
Support, please call our Toll Free number:
(800) 848-8362
•
4-hour response time
• 24 x 7 x 365
Problems,
that qualify as an
Emergency
include:
•
Support requests received after 12:00
pm during business hours and customer
needs
—same
day service
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——General
Emergency Support
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For General Support, please complete the
Work
Order
or call our Toll Free number at (800)
848-8362.
•
2-hour minimum work order (1-hour for
MASM
Customers)
• 24-hour response time during
business hours
Work
that qualifies as a General Support
includes:
•
Moves, Adds, Changes
• System (re) programming
• Software Upgrades
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A
Vencom Master Agreement for Systems
Maintenance (MASM) protects your equipment
investment. MASM customers receive a
number of support, cost savings and
capital protection benefits
including;
•
Priority Response Service
• FREE 1st year MASM (New Sales
only)
• Reduced hourly minimum on
support calls
• Reduced hourly minimum on
dial-up work
• Increased number of annual
system back-ups
For
more information, contact
us.
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If
your request is for either
Major
Emergency
or Emergency
Service such as a major outage or down
phone lines / system, contact us directly
at (800) 848-8362.
This form is recommended for work orders
pertaining to:
•
Moves, Adds, Changes
• System (re) programming
• Software Upgrades
A
Vencom representative will contact you
within 24 hours, during normal business
hours.
Business Hours: Monday - Friday-8:00 AM to
5:00 PM EST
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How
do I reset the mailbox password on my
Norstar System?
Must be done from a telephone that has
three (3) softkeys under the LCD Window
Display or the following Norstar telephone
models: M7310, M7324 or T7316.
To
reset mailbox password to 0000
1.
Press Feature 985 (Note: how many
digits the directory number (DN)
is
__##,
### or ####)
2. Press Feature 983; display will
show "log". Enter either 120000
or
__1020000
or
10020000 depending on the # of
digits your DNs are.
3. Press "OK" softkey
4. Press "mbox" softkey
5. Press "chng" softkey
6. Enter the number of the mailbox
you want to reset
7. Display will show "password"
8. Press "reset" softkey
9. Press "rls" button
How
do I reset system time on newer Norstar
System?
Must be done from a telephone that
has three (3) softkeys under the LCD
Window Display or the following Norstar
telephone models: M7310, M7324 or
T7316.
To
reset system time on newer Norstar
System
1.
Press Feature **8463
2. Display will show "password"
3. Press 23646
4. Use softkeys to change time and
date.
5. Press "rls" button
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