Its a none issue as generally you would have enough people to cover the
shifts, you would have a roster or just use cheap outsourced labor is
the other option.
On 9/17/2018 6:18 PM, Steven Waite wrote:
Hi
What most people forget about is the availability of the staff the
next day. So really you also lose the tech the next day due to them
not having the require rest break. So when you price this into a call
out customers wonder why they have to pay so much. So you would have
to end up paying them fours hours callout then the wages for the next
day. It can add up.
*From:*AusNOG <ausnog-boun...@lists.ausnog.net> *On Behalf Of *Matthew
Moyle-Croft
*Sent:* Monday, 17 September 2018 5:29 PM
*To:* Kisakye Alex <kisa...@gmail.com>
*Cc:* ausnog@lists.ausnog.net; ausnog-requ...@lists.ausnog.net;
c...@cpkws.com.au
*Subject:* Re: [AusNOG] after hours staff requirement
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 <kisa...@gmail.com
<mailto:kisa...@gmail.com>> 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 <c...@cpkws.com.au
<mailto:c...@cpkws.com.au>> 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 <ausnog-boun...@lists.ausnog.net
<mailto:ausnog-boun...@lists.ausnog.net>> On Behalf Of Chad Kelly
> Sent: Monday, 17 September 2018 4:35 PM
> To: ausnog@lists.ausnog.net
<mailto:ausnog@lists.ausnog.net>;
ausnog-requ...@lists.ausnog.net
<mailto:ausnog-requ...@lists.ausnog.net>
> Subject: Re: [AusNOG] after hours staff requirement
>
> On 9/17/2018 12:00 PM, ausnog-requ...@lists.ausnog.net
<mailto:ausnog-requ...@lists.ausnog.net> 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
> AusNOG@lists.ausnog.net <mailto:AusNOG@lists.ausnog.net>
> 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/>
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--
Chad Kelly
Manager
CPK Web Services
Phone 03 5273 0246
Web www.cpkws.com.au
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