BT Phone System Support Guide
Purpose
This document clearly outlines the roles, responsibilities, and escalation processes for employees seeking support with the BT phone system. Follow these instructions to ensure the efficient resolution of any issues.
Roles and Responsibilities
End Users
Responsibilities:
· Report phone system issues to local IT support or a designated superuser.
· Provide accurate and detailed descriptions of the problem, including any error messages or affected phone numbers.
· In emergencies, you may contact BT directly to expedite response times.
Contact Options:
· Super User (Where available)
· Local IT Support
· BT Support: 0800 389 0598
Super Users
Responsibilities:
· Serve as the first point of contact for end users experiencing phone system issues.
· Provide basic troubleshooting assistance and document issues before escalating to local IT support.
· Maintain records of common issues and resolutions.
· Notifying Local IT Support about the issue.
Contact Options:
· Local IT Support
· BT Support: 0800 389 0598
Local IT Support
Responsibilities:
· Act as the primary liaison between end users and BT support.
· Open support tickets with BT on behalf of end users and manage these cases until resolution.
· Provide regular updates to end users about the status of their cases.
· Escalate cases to BT support when necessary.
· Escalate issue internally
· Sending business communications
Contact Options:
· BT Support: 0800 389 0598
BT Support (24x7x365)
Responsibilities:
· Offer round-the-clock support for critical issues.
· Provide technical troubleshooting, diagnosis, and resolution of phone system problems.
· Communicate resolution timelines and escalate internally as needed.
Support Escalation Process
End User Reports an Issue:
· Contact super user or local IT support with detailed information.
· In emergencies, end users may call BT directly for immediate assistance.
Super User Troubleshooting:
· Perform initial troubleshooting steps (e.g., checking connections, restarting the device).
· If unresolved, escalate the issue to local IT support with documentation.
Local IT Support Action:
· Verify the issue and attempt resolution.
· If unresolved, log a case with BT support and manage communication with BT on behalf of the end user.
· Monitor the case and provide updates to the end user.
BT Support Escalation:
· Engage BT for advanced troubleshooting and resolution.
· BT to provide response timelines based on the severity of the issue.
Response Timelines
Calling through to support should get you put through to an engineer immediately. However, if you log your support ticket in the portal the response time will vary, usually, they are
updated within 4 to 6 hours working hours Mon-Fri 8 am - 6 pm for Severity 1
Contacting BT
You will need the following information when contacting BT for support:
• Account Name: Kings Security Systems Ltd
• CP reference: CP212093064
• UID: 3268803064
• Account Main number: +44 (1274) 020186
BT Support Number: 0800 389 0598
Support Availability:
• 24/7 support with a UK-based team available 08:00-18:00 Monday to Friday (except for bank holidays).
• Select option 1 to report a fault.
• Select option 2 for other services or complaints.
Alternatively, users can open a support case from the BT portal:
• Visit: support.btcloudphone.bt.com
• Use the knowledge base for assistance.
• To open a case:
◦ Select ‘Contact Support’.
◦ Choose ‘Open a Case’.
◦ Enter the details of your issue.
For ‘Critical’ and ‘High’ issues, call BT support immediately.
This BT Cloud Work Support Portal is a one-stop hub for resolving issues, learning about features, and accessing support from BT. It's user-friendly and designed to help you efficiently get the assistance you need.
Here's an explanation of its key features for end users:
Search Support:
· Use the search bar at the top to quickly find support articles, guides, or troubleshooting steps by entering keywords related to your issue.
Popular Articles:
· Access frequently viewed articles and resources categorized for easy browsing. Topics include Working from Home, Mobile Apps, Meetings, Billing, and more.
How-To Videos:
· Watch instructional videos to learn how to use the system effectively or resolve common problems.
Help Guides and Tutorials:
· Find detailed step-by-step instructions and manuals to assist with various features, such as Calling Features, Faxing, and Account Management.
Open a Support Case:
· If you can't resolve the issue on your own, click on the 'Contact Support' section to open a support case. You can submit details of your issue directly for BT's support team to address.
Quick Links:
· Access additional tools, such as checking calling rates or other useful resources, through the quick links menu.
Response Timelines:
BT will update within 4 to 6 working hours (Mon-Fri, 08:00-18:00) for Severity 1 issues.
Note: If you contact BT directly, your support case will automatically be logged in the IT internal ticketing system. The IT Team will then be made aware that you have requested direct support with BT.
Key Contact Information
Contact
Details
Super User
Speak to your line manager
Local IT Support
it-support@kstl.co.uk
BT Support
24x7x365 Hotline: [Insert Number]
Emergency Procedure
1 If the issue is an emergency (e.g., inability to make or receive critical calls):
◦ Contact BT support directly at 0800 389 0598
◦ Inform Local IT support immediately after contacting BT.
2 Provide BT support with detailed information about the issue.
3 Local IT support will follow up with BT to ensure case resolution if BT can not resolve your issue over the phone.
Guidelines for Effective Communication
• Always include the following when reporting an issue:
◦ Detailed description of the problem.
◦ Any error messages received.
◦ Phone numbers or extensions affected.
◦ Date and time the issue started.
• Keep records of all communication with BT for follow-up.
• Be proactive in checking updates with local IT support or BT.
Support Priority Matrix
• This table outlines the severity levels used by BT to categorize support cases. Each severity level describes the urgency and impact of an issue and helps prioritize resolution efforts.
Support Videos
• BT Cloud Phone - Admin Phone System
• BT Cloud Phone - Working from home
• BT Cloud Phone - Admin Roles and Permissions
• BT Cloud Phone | Admin Users
• BT Cloud Phone | Follow Me
• BT Cloud Phone | Call Forwarding and Handling
• BT Cloud Phone | Mobile Apps
• BT Cloud Phone | How to log in
• BT Cloud Phone | Password reset
• BT Cloud Phone | Express set up on new accounts
• One Minute Wonder - BT Cloud Phone Call Flip
• One Minute Wonder - BT Cloud Phone Voicemail