I just read this article I saw from Digg. It discusses Why Technical Support Sucks. Having worked on a help-desk (never a call center but internal support for a company), and provided technology support and infrastructure for a Call Center, I can say that allot of the facts are dead on in the article. I have seen some games just like they described go one with regards to ghost calls, etc. It is sad but a reality of the call center world. I thought the article was dead on and entertaining! I wish it wasn’t so brutally true:(
Call Center
Cisco Networkers 2006
It is weird, for months you are preparing yourself (mentally if not physically) for some event. And then it is over and it is like OK what now? I am back from Las Vegas. I had a great time, and I learned allot at Networkers. And now it is like what’s next? I know that answer but it is just a bit different with this big event over with.
In the short term I have to focus on my office move, and a few other issues. The next few weeks will probably be a bit hectic while we transition into the new place.
As for what I took away from Networkers, I learned allot. I got insight on what’s next for IPCC (UCC I guess now). Upgrade options for Call Manager, and a ton of great disaster recovery and disaster resiliency ideas. I have to start laying the ground work for going to California for Networkers 2007!
Projects
We officially are lease holders in our new office building. Everything was signed and executed Friday. That was interesting because technically we took occupancy of the floor on Thursday. Dan, and I walked over today to get the first keys for us.
I am still dealing with issues with the LEC regarding our phone circuits. We missed every date they gave us, but hopefully we will be ok if they make up time on the second phase of everything.
Our migration of users in our call center is progressing, but not as fast as I would have hoped. The staff up there claim that they have ironed out the issues with the new computer builds and will complete the first major milestone by Wednesday. I am not sure if I believe that assessment but I hope they do finish by then. If they do we will be in halfway decent shape to complete the project by June 30.
I worked all day with Jayson and Scott on Sunday to get ZEN up and running. We made progress but not as much as I originally thought we would. That setup is still ongoing but we still have allot of work to do on it. More updates soon.
Problem Resolution
We had a demo of some really cool problem resolution software today. It can watch what goes on throughout all the servers and clients and correlates a problem for you. It does way more than that, but it is a difficult concept to write about. I am sold, but we need to evaluate it a bit more before we can make a decision.
Work was normal otherwise. Well normal except for the circuit failure we had in our call center computer room Thursday and again this morning. I don’t know who is stupid enough to close the door on a computer room that feels like it is 110 degrees inside while a fan is at the door blowing hot air out of it? Long story. We had some HVAC issues that caused other power related issues. The power issues caused some problems on thursday with our IPCC system. It was resolved by a reboot, but it was fun for a bit while we troubleshooted the issue. Otherwise I have been able to catch up on the backlog of issues this week since my boss was out sick.
Offsite Meeting
I spent the morning with a potential vendor discussing network designs and Call Manager configurations. It was very productive, but I am always backlogged when I spend half a day or a day out of the office. I spent the afternoon catching up on paper work while most of my team went to the data center to mount a new core switch we are trying to deploy.
I ended up at Dan’s with Jayson after work to upgrade the ram in his new iMac. We got dinner out of the deal and I also moved over his files from his old windows machine and setup his iPod on the iMac. Now I am iTired.
My scheduled trip to our Call Center for tomorrow is canceled. I didn’t want to chance the trip in the snow they predict. I will try to reschedule for sometime next week.
Technorati Tags: apple, mac, call manager
Call Manager Upgrade
Finally after 4 attempts (or at least I counted 4) we have upgraded our VOIP PBX to the latest version of Cisco Call Manager. Now we are happily (for now) running on version 4.1.3 release 2. This is a vast improvement over our previous version 3.3.3. Looking at version numbers doesn’t explain why, but trust me it was a needed upgrade.
We had so many false starts with this thing that I am happy that it is finally over. The problem is that the upgrade is over, but the upgrade was the first part of other enhancements we need to make. Everything else was held up by the upgrade. Hopefully Kai will pull it together and complete the other dependent tasks related to this upgrade now that we are on CCM 4.
I also hope this is the last time we have to use our current integrators. This upgrade was part of the original deal to install our IPCC system. Now that it is done I am going to shop around and try to find a new Cisco partner. I am going to lunch with our Cisco rep this week to discuss things. I am also going to lunch with another Cisco partner that our telecom rep knows. They are supposed to be a Cisco gold partner. I am keeping my options open for now. Soon I will need to pick someone to do our phone system in our office if we move to a new location.
Day Trip
Today was a day trip to our other office. Had to meet some contractors and sit through an all day meeting. Man that was fun. Actually we learned allot but I have trouble sitting all day in a meeting. We ate, and had breaks but it does take something extra to do it.
I am glad I took the train up. Dan wanted to be there for 9AM so he left in a rental car really early. Funny thing was as I was getting out of the cab from the train station, he was pulling up in the rental car. Traffic sucks. I am glad I didn’t go with him since I would have needed to get up hours earlier to make it there for the same time as the train!
Jayson was up there doing some work in a computer room, so I rode back with him and nelson on the train. They had the sleeper seat business class so I upgraded. I had a nice little nap.
Jayson and I ended up at Outback for some dinner afterward. We were going to meet up with John, but he was not feeling so well and went home early. Instead we actually meet up with Gus. We both didn’t think he would show, but he did. It was good catching up.
It was all around day. Productive work day, and I got to get out for a bit afterward.
Road Trip
I took a work road trip today. Had to meet some people in our other office and several other people had other missions up there so we rented a van and drove up. Got allot done, and we tried to avoid the traffic from some storm that was coming up the coast. We didn’t really avoid the traffic. Got stuck in it from the GWB all the way to my house. I assume that everyone was stuck in it past that too.
After work I hopped out of the van by my house but instead of going home I hoped on the subway and went to heartland brewery to meet Jayson and John for dinner and drinks. I had fun. We talked and hung out. We need to schedule another poker night.
Roller Coaster Day
When I didn’t think the day could get any crazier it did. I was very busy all day putting out fires at work (figuratively not really). Just as I recovered from a week delay on our AD project, I get major complications from our IPCC deployment. Dan and I had a opinionated discussion with our integrators. We also are very close to purchasing our first SAN. We are pretty sure we got the price to a number we are happy with.
Finalized plans to make changes to our voice circuits to allow for more resiliency if we have a failure. Stupid issues arose regarding mislabeling of circuits. The little details that we are not following up on are killing me, but when asked to get tons done in a certain amount of time, you have to give somewhere. I just don’t like doing it.
I have other issues going on with VPN tunnels to partners of ours. It has been very stressful. I thrive on stress, but sometimes it is allot. Hopefully tomorrow will be calmer.
A Good Day
it was busy today, but I got allot done. I got final approval for the active directory design I wanted.
The initial AD servers are built. Or I should say the OS is built. They goto the data center tomorrow. Then they get mounted and built. Once done the real work begins.
On another project I am having danny work on some VPN setup issues. I wanted to deal with it, but as Glenn said I need to delegate more. And I really do. I am so busy I need to hand off items to others.
IPCC deployment is delayed. This is an internal decision. I never really thought the target date was achievable anyway. These new targets seem more realistic. I would rather the system be correct, than rushed out. More on that as it develops.