Reminds me of a funny commercial I saw a couple of years ago - and office employee is helping some guy do something on his computer, and he says something like "Oh, I have an MBA", to which the employee responds "Oh, OK then I better just do this for you".
Business decisions made in todays economy trying to save a dollar here and there have way too often cost much more in the long run. People (i.e. "management") who look at nothing more than bottom line costs know nothing about what is actually needed to make systems operate. The work time lost by employees who have sub-par performance on their phone system and other "tools" potentially costs the company more than they would spend on proper planning and procurement of infrastructure.
Someone made a decision to buy a VoIP phone system, likely because they were told that it would save telecom costs especially involving remote sites. Now, the remote site has an issue that uses your time to fix (just because they're not buying equipment or services, it's not "free of charge" unless you're donating your time without a paycheck), and also costs in productivity of the remote worker along with anyone who needs to interact with them. How much are they really saving by not adding that QoS to the WAN now?