[mvcalypso]

Hi -
I have been calling Broadvoice for the same problem for over a month...
They seem unable to fix what seems a simple problem - can anyone here help?

I live in the pacific time zone. When I look at "activity" or "voicemail" at the broadvoice web site all activity and voicemails are timestamped with Eastern time. So all information from the broadvoice website is 3 hrs off. Broadvoice seems unable to correct this problem.

Broadvoice web site -> call manager -> account profile shows the correct Pacific time zone for my account.

I do not believe it is the ATA at my end for the following reasons:
1) the ATA is a Sipura 3000 - it's time is set by NTP server to the correct PDT. Web page of S3k shows correct pacific time zone.
2) the same problem occurs for calls made from a soft phone - that seems to pretty much eliminate the hardware ATA as the source of a bad time stamp.

Has anyone else had this problem with Broadvoice?
Have you resolved it?
How?

Dave

[teardropglass]

Dave, I have had the same problem setting my time to European Standard Time. My Sipura box is set correctly at GMT+2 (Daylight Savings Time), but when I go to the BV portal Account information the box is greyed out and I cannot select the option. When I go to the Call Manager as you said in your posting, my time shows GMT-4 (Eastern Time).

I don't think it has anything to do with the Sipura box either, the voicemail and call logs are all handled by BV.

[mberlant]

The problem is at BroadVoice's end, not yours. The way to get it taken care of (only if you live in the US or Canada or one of their time zones) is to call BroadVoice Customer Service on 611 (try at different times of the day and night until you get a live human being) and ask to have your Account Portal Time Zone changed.

Unfortunately, if you live outside of GMT-2.5 to GMT-10, like I do, you'll have to wait a little while until the BV developers attack this limitation.

[mvcalypso]

Thansk folks - I called BV, got a person after 50 minutes (at least the BV call is not costing per minute) - and opened a trouble ticket- for the 4th time.
My fingers are crossed, but I am not hopeful given past experieice. But it is thie only game in town for BV support.
Dave

[mberlant]

Dave,

Here are some guidance details if you want to call Customer Service again. Tell the CSR to open your Call Manager and to look at your Configure screen there. He will find the Time Zone associated with your account. You can see it there, but it is only modifiable by them. Ask him to change the Time Zone for you.

By the way, the Time Zone you input during the signup process is only for BroadVoice to avoid waking you up if they need to call you for some reason. I suggested to them that it would be nice to tie that parameter to the Activity register, but don't know how far the suggestion will travel.

And, Dave, since you are on the West Coast you should probably try calling BV after 9 PM, when the rest of the country is giving up and going to sleep.

Michael

[jmvox2]

Originally Posted by mberlant

Here are some guidance details if you want to call Customer Service again. Tell the CSR to open your Call Manager and to look at your Configure screen there. He will find the Time Zone associated with your account. You can see it there, but it is only modifiable by them. Ask him to change the Time Zone for you.

Michael,

I hope this advise works for Dave -- (Dave, please let us know).

I too live on the West Coast and am annoyed by the fact that my call logs reference Eastern Time. My ATA config and my Account Portal are both set for GMT-8. A few weeks ago, I called BV and asked the CSR to change my Profile in Call Manager Configuration from GMT-5 (default?) to the proper setting for Pacific Time (GMT-8 at the time), which he did right away. The setting change had absolutely no effect then, or now. Though the Profile now correctly shows GMT-7 (PDT), the call logs still reflect EDT.

It's frustrating enough dealing with the scatter-brained BV user interface that has overlapping settings in the Account Portal and in the flaky Call Manager; I wonder how many other places BV stores time zone information that it ignores?

John

[mberlant]

Thanks for the clarification, John. The right thing for BV to do is to link the Time Zone we select on our User Contact profile with everything else in the system, from ATA provisioning to Call Detail Recording. Let's hope this happens sooner than later.

[mvcalypso]

Originally Posted by jmvox2

Michael,

I hope this advise works for Dave -- (Dave, please let us know).

I too live on the West Coast and am annoyed by the fact that my call logs reference Eastern Time. My ATA config and my Account Portal are both set for GMT-8. A few weeks ago, I called BV and asked the CSR to change my Profile in Call Manager Configuration from GMT-5 (default?) to the proper setting for Pacific Time (GMT-8 at the time), which he did right away. The setting change had absolutely no effect then, or now. Though the Profile now correctly shows GMT-7 (PDT), the call logs still reflect EDT.

It's frustrating enough dealing with the scatter-brained BV user interface that has overlapping settings in the Account Portal and in the flaky Call Manager; I wonder how many other places BV stores time zone information that it ignores?

John

John,
I was catching up on this thread, about to respond. You saved me the effort - my situation is exactly the same as you describe. On one of my first calls to BV the time zone in the call manager profile was changed by BV - to no effect.

I too show the PDT time zone in the profile - but the activity log and vmail are still all time stamped in EDT.

Just before posting this I went to the BV site to see if the problem has been fixed - nope. It is worse. All activity for my account now appears to be missing - nothing, nada, zip - blank pages... I'm trying to be patient, But BV is beginning to really annoy me.

Dave

[mvcalypso]

A further update -
Well at least my activity history is now back.... still time stamped in EDT.
:roll:
Dave

[alexdds]

I have the same problem. I called the CSR and was told that the time zone issue is programmed at the broadvioces end and they can not change it at this time.