This sounds like it could have potential. I'm sure that most WISPs would like to take a vacation sometime.... :-)
The main problem I see is how does an ISP give them enough info to be useful, while not letting people deep into his network? If this is just level 1 stuff, then network maps, ip addresses, routes and types of equipment would probably do. John >-----Original Message----- >From: Rick Smith [mailto:[EMAIL PROTECTED] >Sent: Saturday, April 8, 2006 10:13 PM >To: 'WISPA General List' >Subject: Re: [WISPA] Tech Support Call Center Interest ? > >tanks for the input...granted, diversity makes it tough. > >But, there's something common to them all, on a level 1 basis... > >when in doubt, reboot...check cables...check power...etc... > >I wouldn't do this blind, I'd ask for customer names, IP's, first ping, >second ping test, etc.. > >It would have to be a "generic" test at least on the first level. 2nd >level tech could >get a little more detailed, but you're right - 3 to 5 minutes and you >determine a >truck roll or not. > >I'm thinking of doing this to relieve the WISP from the B.S. daily grind >stuff - idiot users >and common troubleshooting - giving them something on a 2nd or 3rd level >reference >to work with instead of wasting their precious time. > >Something to contemplate I'm sure. > >Thanks > >R > > >David E. Smith wrote: > >>Rick Smith wrote: >> >> >> >>>Having experience in both call center mangement and tech support >>>department >>>creation / operations and management, I've got half a mind to sit a >>>couple of >>>technical people down and start up a technical support call center and >>>answering service, with WISPs and ISPs in mind... >>> >>> >> >>I'd feel sorry for the folks answering the phones, because they'd have to >>know about a squillion different wireless systems. >> >>"Hm. Okay, Mr. Sixpack. Before I can help you, just a few quick questions. >>First, is your ISP using Alvarion, Karlnet, Trango, Mikrotik, StarOS, or >>Waverider towers?" >> >>(And that's just the stuff in MY network. Now take that kind of diversity >>and multiply it by a couple hundred WISPs and your phone guys are gonna >>have headaches and a ten-foot stack of manuals on their desks.) >> >>Not to mention the fact that every WISP I've seen has different, and >>mostly-incompatible ways of doing things. I've seen networks that use DHCP >>for everything, RFC1918 overlay networks, static IPs, static IPs assigned >>through DHCP, places where the whole network is NATted behind someone's >>DSL line, and so on and so on. >> >>For some of those network setups, it would be darn near impossible to give >>someone not in the office/NOC the necessary access to even try to >>troubleshoot a problem. >> >>And honestly, at least in my office, most wireless issues are either >>solved in five minutes, or they require a service call. >> >>Don't get me wrong, I'm sure there's a market for this, and I wish you all >>the best. I just suspect, in my usual pessimistic way, that it'd be a lot >>harder to do than you might think. >> >>David Smith >>MVN.net >> >> >-- >WISPA Wireless List: wireless@wispa.org > >Subscribe/Unsubscribe: >http://lists.wispa.org/mailman/listinfo/wireless > >Archives: http://lists.wispa.org/pipermail/wireless/ > -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
