Scribe giveth...Scribe taketh away

[GSnover]

Licensed Scribe to try it out for a Client - they LOVED it! So I enabled it on all their VoiceMail’s and turned it on for all of them and moved on.

Next day, they sent me a panicked call - They were no longer getting the Transcriptions - Look in the Licensing, and while it shows on the Sangoma Portal for that deployment, the deployment itself shows that they don’t own it.

So I tried to call into Support to get it fixed - it goes to “After Hours” at 3:00 in the afternoon (MST, GMT-7) - 3:00 pm MST is After Hours? Good grief.

Weird bug - will post when it’s resolved (Monday I guess…)

[adell4444 (Andrew)]

A good open source alternative that works really well. Credit to @billsimon

Adding voicemail transcription with Azure Cognitive Services - Speech Service

Here’s a very simple PHP script for adding transcription to your voicemail-to-e-mail using Microsoft Azure’s speech service. The free tier is good for 5 hours of audio transcription per month. Similar to FreePBX Voicemail Transcription but in PHP.

Curious to see how support handles your request considering their recent issues in that area.

[penguinpbx (C. Maj)]

Did you open a case in the Sangoma Portal https://portal.sangoma.com ?

How about a refresh on the modules admin page ?

[GSnover]

Yes and yes. Doesn’t even show as a licensed module under System Admin - Activations or Commercial Modules - but it does in the Sangoma portal.

Very annoying. And why did it license yesterday and say everything was happy and working?

I could understand it never licensing, but to turn on and then turn itself off?

Bad…

[BlazeStudios (Tom Ray)]

Did you refresh your licenses in the system? Made sure they synced up to the portal?

[GSnover]

Hmmm…weird hours over at Sangoma - at 9:53 PM MST on Sunday, somebody sent an E-Mail asking for SSH into the machine - then at 2:49 AM MST this morning somebody said to refresh the licensing - I just did that, and like magic, it was once again listed and licensed.

Why did it deactivate?

[BlazeStudios (Tom Ray)]

@GSnover

Hmmm…weird hours over at Sangoma - at 9:53 PM MST on Sunday

Not weird when your developers and support are all in India. 9:53 PM MST Sunday translates to 10:23 AM IST Monday morning. So the techs were working a normal Monday shift.

So for users in the Americas (North and South) based on time zones it works out to:

Eastern: IST is 10.5 hours ahead
Central: IST is 11.5 hours ahead
Mountain: IST is 12.5 hours ahead
Pacific: IST is 13.5 hours ahead

So someone in EST opening a ticket a 9AM Monday means it’s 7:30 PM Monday for the support team. If there isn’t a second shift covering those hours you can’t expect a response or follow up for at least another 12 hours or so. Then you’ll see the response after 9PM Monday night, which of course means you’re are not in the office.

To properly cover the Americas for support they would need a 7PM-7AM IST shift.

[GSnover]

I am (way) old enough to understand India support - but it doesn’t work when they are asking for ME to do something at 10:00 PM on a Sunday, or 3:00 AM on a Monday - I already work too many hours and my customers insist on me being available during their working hours.

Microsoft employ’s tens of thousands of Support personnel in India, but they conform to US hours for availability. Seems like Sangoma should too…

[penguinpbx (C. Maj)]

There are Sangoma support staff all over the world and lots of internal communication to keep moving towards resolutions around the clock.

[BlazeStudios (Tom Ray)]

When did you originally submit the ticket?