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North American Network Operators Group Date Prev | Date Next | Date Index | Thread Index | Author Index | Historical RE: AT&T Broadband
Maybe I should ask a question in reverse, many of you operate a public network. How does your support process differ, have you ever tried ringing your own front line support desk with a problem ? How many of you provide direct access to the NOC to particular customers ? How do you decide a customer should have direct NOC contact ? With all the talk about AT&T I decided to ring my own support desk. We dont operate a public network so the call volume should be low and there should always be at least one tier 3 support person present. Let me just say it was interesting...... Regards, Kevin -----Original Message----- From: [email protected] [mailto:[email protected]]On Behalf Of Miles Fidelman Sent: 21 December 2001 11:39 To: Miles Fidelman; [email protected] Subject: Re: AT&T Broadband On Fri, 21 Dec 2001, Peter Galbavy wrote: > This is probably because the people you talk to are employed by an 'out > sourced' call centre company who has at some point in the past sat down with > their client and built a call flow chart with all the things that these > people should say, ask and do. good point - though, of course, one would expect better from AT&T I remember the legal process for transferring ownership of the system ffrom MediaOne to AT&T - AT&T swore up and down how they were going to bring so much more technical, operational, managerial, and financial expertise and strength to the system than MediaOne ever could - what a hoot I guess I'm still spoiled from all those years I spent at BBN - building and supporting large networks for various government agencies and corporations - folks who actually cared about building serious network support organizations. Sigh.. Miles ************************************************************************** The Center for Civic Networking PO Box 600618 Miles R. Fidelman, President & Newtonville, MA 02460-0006 Director, Municipal Telecommunications Strategies Program 617-558-3698 fax: 617-630-8946 [email protected] http://civic.net/ccn.html Information Infrastructure: Public Spaces for the 21st Century Let's Start With: Internet Wall-Plugs Everywhere Say It Often, Say It Loud: "I Want My Internet!" ************************************************************************** ********************************************************************** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This footnote also confirms that this email message has been swept for the presence of computer viruses. For more information contact [email protected] phone + 353 1 4093000 fax + 353 1 4093001 **********************************************************************
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