How to Get Support
Who to contact, in what order, and what to send them
This is the authoritative support contact source
This page is the single authoritative source for support contacts. It supersedes the lists in the Playbook Appendix E, the Platform Support Overview, the AudioCodes Onboarding Guide and escalation list, and the Spectrotel NIC guide. Other documents reference it rather than repeating it. The Method of Procedure stays in force, with its contact appendix superseded here.
Open a ticket from the day you carry live calls
Once any component carries live production traffic and your authorized contacts are registered, service-impacting issues start with an AudioCodes ticket — whether or not the project has formally closed. AudioCodes routes internally to project engineering, managed support, Spectrotel or SUNY, so you do not need to work out who owns it. Orders and activations go to Spectrotel quotes; support, billing and account changes go to Spectrotel customer care. For ten working days after each cutover — hypercare — the project team actively watches the ticket queue for that phase, so raise issues as tickets from day one; they get priority attention there.
Start here — who owns it
| If the problem is… |
Contact |
Notes |
| Calls failing, call quality, routing, SBC errors — anything service-impacting |
AudioCodes first - 24x7x365
- Portal: services.audiocodes.com
- +1-800-735-4588
- +1-732-652-1085
|
Portal or phone. AudioCodes triages and raises the carrier ticket for you, so one ticket is enough. |
| Numbers, porting, DID activation, MACDs, billing, account changes |
Spectrotel
- Portal: nic.spectrotel.com
- For orders or activations: quotes@spectrotel.com
|
Two mailboxes: quotes for orders and activations, customer care for support, billing and account changes. Anything that changes what SUNY is billed goes through your voice administrator first.
Spectrotel Account Manager: Beth Veley
|
For support, billing or account changes
- customercare@spectrotel.com
- 888-773-9722, Option 1 then Option 1
|
| Headset, desktop app, local device, one user, end-user questions |
Campus IT
|
Try the same call from Teams on a computer first — if it fails there too, the device is not the cause. |
| Anything that changes billing, plus shared lines, queues, new sites and licensing |
Campus voice administrator
|
Activations, new numbers and ports need a SUNY authorization before they can be ordered. |
| Program questions, new sites, licensing guidance, commercial matters — never outages |
SUNY System Administration
sharedcalling.suny.edu
via your voice administrator |
General inquiries only. SUNY System Administration is not a technical support provider and does not offer 24x7 support — do not contact it for outages, call failures or urgent issues. |
Emergency calling faults are urgent, and they go to AudioCodes
A wrong address on a 933 test, a failed emergency call, or an EMERGENCY button missing from a locked phone are service-impacting and open with AudioCodes, not the carrier. Report the same day with the time, the phone or number, and the address read back. Treat it as urgent, not as a records correction.
Reporting an outage takes two steps
Open an Urgent Technical Assistance incident in the AudioCodes services portal at services.audiocodes.com, and telephone the help desk stating that you have a system outage. A portal ticket on its own does not engage the on-call engineer.
What to include
| Timestamp |
To the minute, with the time zone. Required for log traces on both the platform and carrier side. |
| Numbers |
Calling and called number in full +1 E.164 format, and the type of each party — PSTN, Teams user, analog, legacy PBX. |
| Direction |
Inbound, outbound, or both. This is the fastest way to narrow the fault domain. |
| Scope |
One user, a department, or campus-wide. Say campus-wide explicitly if it is — it changes the priority. |
| Client test |
Whether the same call fails from Teams on a computer as well as the handset. Note: this test is not valid for 911 or 933, which are unsupported in the web client. |
| Symptom |
What the caller or user actually hears or sees, and what you expected instead. |
Six things worth knowing in advance
| Authorized contacts |
Tickets are opened by people on your campus authorized contact list. Register a group alias for your service desk rather than named individuals, so it stays current as staff change, and submit it before Day 2 support begins. |
| Monitoring will not catch everything |
Monitoring does not raise a ticket for a transient alarm, and needs five occurrences of a short-flapping alarm before it does. Intermittent trunk faults can be invisible upstream — report what you see. |
| The carrier chain is three deep |
Spectrotel coordinates with IntelePeer, the underlying SIP carrier. AudioCodes opens the carrier ticket for you; from there Spectrotel works it directly with your campus contact and keeps AudioCodes informed as needed. Neither SUNY nor AudioCodes sits between you and Spectrotel once that ticket is open. |
| One ticket is enough |
Open a service-impacting issue once, with AudioCodes. They escalate to the carrier under the signed Letter of Authorization, which is faster than running two tickets in parallel. |
| Two Spectrotel mailboxes |
quotes@spectrotel.com places orders and activations — it takes the Port and Order Template and the Service Change Release Authorization. customercare@spectrotel.com handles support, billing questions, account changes and order status. Sending an activation to customer care will be redirected, and costs a day. |
| Calls marked as spam |
If recipients report your campus numbers showing as spam or scam likely, tell your voice administrator — the fix is registration with the three carriers’ analytics providers — one free registration at freecallerregistry.com covers Verizon/TNS, T-Mobile/First Orion and AT&T/Hiya, with direct portals for numbers already labeled — done by the number owner and coordinated through the program, not a ticket per affected number. Allow up to thirty days; numbers still labeled after that are pursued by the affected recipients with their own carrier. Step-by-step instructions and links: Calls Marked as Spam After a Port (document 15). |
Response and resolution targets
From the AudioCodes Live Pro statement of work. Use these to judge whether to escalate.
| Priority |
What it means |
Response |
Resolution |
| Urgent |
Service down, unavailable or severely degraded. No workaround. |
1 hour, 24x7 |
12 hours, 24x7 |
| High |
Partially degraded, or multiple users affected. No workaround. |
2 hours, 9x5 |
24 hours, 24x7 |
| Medium |
Administration affected, workaround exists. |
2 business days |
30 days |
| Low |
Not affecting service. Questions and information requests. |
2 business days |
Best effort |
If a ticket is not moving
Check the case is open on the AudioCodes service portal, updated within target, and that the engineer knows why it is urgent. Then escalate by email with the case number, the business impact, and what you need next.
| Level |
Contact |
When |
| AudioCodes Help desk |
24x7x365
- +1-800-735-4588
- +1-732-652-1085
|
Always start here. Standard targets apply. |
| Business-critical |
Manager-on-Duty, 24x7
- +1-919-321-0295
- NA.MSO.Escalation@audiocodes.com
|
Targets are being missed on a service-impacting issue, or impact is growing. |
| Beyond that |
Via your campus voice administrator
to SUNY program management |
Director and executive escalation is coordinated by the program, so that it carries weight when it is used. |
| Carrier-side — direct with Spectrotel |
- Customer care: 888-773-9722, Option 1 then Option 1
or customercare@spectrotel.com.
- Beth Veley, account manager · 732-345-7558.
- Then use the Spectrotel escalation path below, in order.
|
Once AudioCodes has opened the carrier ticket, Spectrotel works it directly with your campus contact and keeps AudioCodes informed. Escalate directly with Spectrotel, quoting the ticket — neither SUNY nor AudioCodes sits in the middle. |
Spectrotel escalation path — use in order
| Role |
Work / mobile |
Email |
| Kevin Dancs — Manager, NOC |
732.345.7567 / 732.331.8867 |
kdancs@spectrotel.com |
| Ronald Mitchell — Director, NOC |
732.345.7862 / 347.271.2213 |
rmitchell@spectrotel.com |
| Paul Nicotera — Sr. Director, NOC |
732.345.7837 / 215.852.9744 |
pnicotera@spectrotel.com |
| Shawn Justice — VP, Engineering & NOC |
732.345.7880 / 215.262.0991 |
sjustice@spectrotel.com |
| Christopher Ricca — EVP, Operations |
732.345.7846 / 732.754.5271 |
cricca@spectrotel.com |