We've listened to your feedback and have made improvements in how information is shared in the unlikely event of a service disruption.
When a major service disruption occurs, you need information as soon as possible. That's why we have created a service status page, for real-time information. On the page you can quickly and easily reference the status of SchoolMessenger Communicate and SchoolMessenger Presence, where any major service interruption will be noted. This information-on-demand model is well established across numerous technology products and will likely feel familiar.
Below is a screenshot of
the SchoolMessenger product status page, please bookmark it for future
Customers can subscribe to email and text alerts for updates as new
information becomes available, including when an issue is resolved, for any
particular outage. This allows for the most timely communication possible.
Of course, customers will continue to have the ability to contact our
award-winning support team at firstname.lastname@example.org
for information, just like they always have. This new status page is just one
more way for us to provide transparent, up-to-date information to our most
important asset, our customers.
Customer Engagement team
There are several factors that can cause issues with dead air or unknown calls. SchoolMessenger’s success is dependent on the telephone provider’s service. Many times during storms there are power outages or issues with various switches or carriers like Verizon, Frontier, Time Warner, etc. that cause intermittent issues in our areas. Many of these providers main offices that supply service to our area are not located here in New York but are in other states and their weather can have an impact on our service area as well. It’s also possible in rural areas that telephone call are not getting routed properly. Attached is information from SchoolMessenger that outlines the call routing issues the FCC has discovered and what they are doing to combat the problem.
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