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Richard Jenner's avatar
Richard Jenner
Brass Contributor
Jan 31, 2018

Auto Attendant message change to another organisation

Last night the message on one of my auto attendants was changed to another organisations message (We are full cloud). I know it wasn't done by anyone in my organisation (There was an error in the config that needed to be corrected before i could change the message back and save) so it was either done by MS or .....

 

Office 365 support say they are break/fix only and will send me a link for paid support who might be able to answer.

 

Has anyone seen such a thing before or know where in MS i can contact to resolve this?

 

Thanks

 

Richard

Auto Attendant

4 Replies

  • John Haverty's avatar
    John Haverty
    Iron Contributor
    Jan 31, 2018
    Richard,

    I have not had that happen, but we did have all of our auto attendant groups stop working. This was back in October/November timeframe. I could not figure out why they all broke when they had been working for months. I ended up doing a call with Microsoft to troubleshoot the issue and basically was told it is a known glitch where the greeting will become corrupted and cause the auto attendant to stop working. It was a rather odd conversation which took a few days with Microsoft. After I went through and updated about a dozen auto attendants, they started playing correctly.

    We are a Hybrid set up with auto attendants, voice mail, etc, all in the cloud. It was a odd experience that the Microsoft rep could not explain why it happened.

    I was able to get help by going through our Admin interface in Office 365, and then there was a contact link within that area. If you cannot find that option, let me know and I can see if I can get the link / email address for you.

    John
    • Richard Jenner's avatar
      Richard Jenner
      Brass Contributor
      Feb 01, 2018

      If you have a link/email i would be eternally grateful, since the support portal lost the ability to select a category for your issue getting through to the correct department/person seems to be a fairly random occurrence.

      • John Haverty's avatar
        John Haverty
        Iron Contributor
        Feb 01, 2018
        Richard,

        I thought I could provide a link, but it simply provide a form to fill out within the Admin screen. To get to that, I went to Office 365 admin portal, click support, new service request, and the right side of the screen displays where can type in what I need help with which is how I entered my ticket with them in 2017. They responded in less than 24 hours.

        The email address I have from those tickets is Office 365 Support <office365support@microsoft.com> and then a ticket number. So, I am not sure if you can simply send a message to that address and create a new ticket or if it has to go through the Admin portal. I would suggest if you do not have the options to submit through the admin portal, then send the message and hopefully get a response.

        John

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