Hi, I’ve got to agree with this. A properly scripted/documented list will reduce engineer call outs (improving staff morale) and, more importantly, mean that if they get woken up they know it’s worth doing something about.
MMC > On 17 Sep 2018, at 4:55 pm, Kisakye Alex <[email protected]> wrote: > > I think what a human provides is the ability to sort through tickets for what > can wait until morning and what needs the engineer to wake up. If you are > forwarding the calls directly to an engineer on call, then half the time s/he > is making decisions on whether to get up or not. > > Alex > > On Mon, Sep 17, 2018 at 12:09 AM Chad Kelly <[email protected] > <mailto:[email protected]>> wrote: > With most modern PBX systems they will tell you if it's a PBX call and > give you the option to either answer the call or hang up. > > Or you can send the call to an answering machine which means you can get > to the issue the next morning. > > If you are running services that are mission critical that you need the > phone answered 24/7 then you really need someone in the office who is > awake and functioning but given what has been discussed a decent PBX > would be fine as even if you wanted to redirect calls to a call centre > ware a human answers that is also an option, though less needed. > > As a voicemail system would be a lot cheaper and tickets work better for > more complex issues anyway. > > Regards Chad. > > > > On 9/17/2018 4:50 PM, Andrew Jones wrote: > > I can see the benefit of having someone else take the call. I can remember > > my days as an on call engineer years ago where I would get a phone call > > from the NOC in the middle of the night, I would need to keep a pen and > > paper by the bed to write down basic details, as in my just woken state, I > > would forget whatever I was told 2 seconds later. > > > > You don’t want end customers talking to someone who just woke up seconds > > ago, as they won't be in a state to properly take down details and provide > > a mechanism to follow up (ticket numbers etc) > > > > Cheers, > > Andrew Jones > > 0435 658 228 > > > > -----Original Message----- > > From: AusNOG <[email protected] > > <mailto:[email protected]>> On Behalf Of Chad Kelly > > Sent: Monday, 17 September 2018 4:35 PM > > To: [email protected] <mailto:[email protected]>; > > [email protected] <mailto:[email protected]> > > Subject: Re: [AusNOG] after hours staff requirement > > > > On 9/17/2018 12:00 PM, [email protected] > > <mailto:[email protected]> wrote: > > > >> I'm looking for a company to take on our level 1 support, after hours. > >> 10pm - 8am AEST > >> 7 days a week, including public holidays. > >> Would prefer a local Australian company, but will consider > >> International too. > >> Require a team of sorts, that handles other companies too as it's not > >> financially viable to have a team dedicated to us as the volume of > >> calls is bugger all. > >> > >> We'll just redirect the 1300 number to you during those times, a > >> simple greeting, take down notes and urgency, check the on-call > >> calendar and call the Engineer to action. > >> Basically, I need you to wake up the Engineer on call:) > > Frankly if this is all you need a decent phone system will do this without > > you needing to hire an outsourcing company. > > Most decent PBX systems will redirect to a mobile after hours or better yet > > straight to an answering machine that will email a voicemail message to an > > engineer. > > That way they can decide if the message is important enough to bother doing > > anything about, and frankly if you offer an on call service you should be > > charging enough that it deters unwanted callers from ringing you in the > > middle of the night anyway. > > This is why we don't advertise 24/7 support as idiots randomly spam the > > ticket system with rubbish which you then need to delete anyway. > > We offer support for critical issues on weekends for existing customers > > only. > > Your PBX also should have a decent blacklist function for telemarketers. > > > > Regards Chad. > > > > -- > > Chad Kelly > > Manager > > CPK Web Services > > Phone 03 5273 0246 > > Web www.cpkws.com.au <http://www.cpkws.com.au/> > > > > _______________________________________________ > > AusNOG mailing list > > [email protected] <mailto:[email protected]> > > http://lists.ausnog.net/mailman/listinfo/ausnog > > <http://lists.ausnog.net/mailman/listinfo/ausnog> > > -- > Chad Kelly > Manager > CPK Web Services > Phone 03 5273 0246 > Web www.cpkws.com.au <http://www.cpkws.com.au/> > > _______________________________________________ > AusNOG mailing list > [email protected] <mailto:[email protected]> > http://lists.ausnog.net/mailman/listinfo/ausnog > <http://lists.ausnog.net/mailman/listinfo/ausnog> > _______________________________________________ > AusNOG mailing list > [email protected] > http://lists.ausnog.net/mailman/listinfo/ausnog
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