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How do I get help?

If you need help with any of NewVoiceMediaVonage Contact Center's products, choose one of the following options:

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titleNewVoiceMedia Products
Visit NewVoiceMedia Vonage Contact Center Product Documentation for information about NewVoiceMedia Vonage Contact Center products.


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titleCustomer Support Portal—from Community Hub — from any device

If you have a question, problem or a service request, then you can log a case easily using our online Customer Support PortalCommunity Hub. The portal Hub is a free service for all NewVoiceMedia Vonage Contact Center customers.

To If you are a registered user, to access the Customer Support Portal Hub any time, visit wwwhub.newvoicemedia.com/support

If you are a new user, to sign up, visit newvoicemedia.com/pages/welcome-to-the-community.

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The Customer Support Portal Community Hub enables you perform the following tasks :

  • Log a case 
  • Track the progress of a case

  • Add information and attachments to a case

    • Communicate with your Technical Support Engineer for any questions or assistance needed

    and more:

    • Submit and track support requests for your Vonage Contact Center Account
    • Add and view all attachments for existing cases
    • Chat to an expert via our new 'live chat' facility
    • Close and re open cases with one click

    Within minutes of logging a case you will receive email confirmation with a unique reference number for tracking purposes.

    If you have an urgent (P1 or P2) case, please call our 24-hour Support Engineers.




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    Email—raiseacase@newvoicemedia.com
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    After you have emailed your request to raiseacase@newvoicemedia.com, you will receive the following communication from NewVoiceMedia Customer Support:

    • Confirmation that we have received your email, within a couple of minutes. This confirmation email contains your case number and acknowledges the information you have sent to us.
    • Notification when we have assigned your case to one of our Technical Support Engineers, including the name of the support engineer who will be investigating your case.

    We will of course keep you informed of our progress towards resolving your case through followup emails/phone calls.

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    titlePhone—here to help 24/7

       

    Call our 24/7 Customer Support team on one of the telephone numbers for your region:

    • United Kingdom: (+44) 0800 316 1317

    • France: (+33) 0800 945 776 (Option 2)

    • USA: (+1) 855-800-6342

    • Australia: 1800 444 686 or 1800 456 143

    • All Other Regions: +44 (0) 207 760 8888

    Our Customer Support team will log a case and provide you with the unique case reference number while speaking to you. You will also receive a confirmation email which will include your unique case reference number. You will need this number to follow the progress of your case.




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    If you feel that your case is not progressing and you would like to escalate this, please follow the case escalation path:

    1. Call our 24/7 Customer Support team and ask for your case to be escalated to a Team Leader
    2. Email Support Management
    3. Email our Director of Global Support
    4. Email our VP of Global Support
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    titleOnline documentation

    You can find help and troubleshooting advice for most common issues in our online documentation.

    Visit docs.newvoicemedia.com Vonage Contact Center Product Documentation for detailed help articles on all areas of our product.


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    titleSocial media

    Visit our social media accounts:

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    titleTrust
    & Incidents

    We continually test the performance of our operations every 7-8 seconds and release the results every 20-30 minutes. To check service availability, as well as viewing any current and past incidents, please visit our Trust site.


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    If you feel that your case is not progressing and you would like to escalate this, please follow the case escalation path:

    1. Call our 24/7 Customer Support team and ask for your case to be escalated to a Team Leader
    2. Email Support Management