Maintel Support – Logging Incidents for Telephones and Contact Centres

Introduction

Maintel provides support for all phone systems, including Reservations and other Contact Centres. If any telephone or contact centre services experience failure or degraded performance, Maintel support must be contacted for resolution.

When to Contact Maintel Support

You should contact Maintel support in the following situations:

• Phone System Failures (e.g., complete outage, inability to make/receive calls)

• Call Routing Issues (e.g., calls not transferring correctly, incorrect routing settings)

• Voicemail or IVR Problems (e.g., voicemail failures, menu options not working)

• Hardware Issues (e.g., faulty handsets, headsets, or conference phones)

• Contact Centre Platform Issues (e.g., agent login failures, reporting errors)

• General System Performance Degradation

Contacting Maintel Support

Maintel provides 24/7/365 support for phone and contact centre-related incidents. Use the following contact details to report issues:

Maintel Support Contacts

Logging an Incident with Maintel Support

Step 1: Gather Information Before Contacting Maintel

To ensure a smooth support interaction, have the following details ready before reaching out:

• Your Name & Contact Information

• Hotel Name & Location (Gleneagles Hotel or applicable site, they will search based on the post code of the site, best to keep this handy)

• Affected System (Phone System, Contact Centre, Voicemail, etc. including the telephone number/extension that may be linked to the issue e.g. the main incoming number for reservations)

• Issue Description (Include error messages, impact, and duration of the issue)

• Steps Taken (Any troubleshooting performed before calling)

• Incident Severity (Is the system fully down, partially degraded, or experiencing minor issues?)

Step 2: Contact Maintel Support

• Call or email Maintel support, providing the gathered information clearly and concisely.

• •    Request a case reference number and document it in the IT Support Portal as a Ticket.

Step 3: Track and Update the Incident in the IT Support Portal

• Log the Maintel support case number in the IT Support Portal Ticket .

• Update the IT Support Portal Ticket  with progress notes and Maintel's responses.

• Ensure regular follow-ups with Maintel until resolution.

Escalation Process

If there is no timely response or resolution from Maintel support:

• Escalate to IT Management internally.

• Request priority escalation from Maintel if the issue is business-critical.

• Document escalation steps in the IT Support Portal for tracking.

Conclusion

By following this structured process, IT teams can efficiently log, track, and resolve Maintel-related telephone and contact centre issues. Always ensure incidents are well-documented in the IT Support Portal for visibility and follow-up.