Quote:
Originally Posted by moaningmags
I'm a Scottish accent (especially near Glasgow) and I've never ever used a script, my troubleshooting is based on what the customer is telling me.
If the customer comes on the line and tells me he has packet loss and high ping times, asking what lights do you have on your modem is a stupid question.
And yes we have tools that show utilisation, power levels, snr etc.
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The thing is this: basically the customer will tell you it doesn't work as expected. You'll go through a series of questions, the answers to which you set against your knowledge. If you judge that an engineer needs to go out to site, then that's what you arrange.
Plus/minus - I think that's what happens at first port of call.
From there, it's a crap-shoot IMO from reading the goings on reported in the forums. I might be wrong, but the CS agents should have the OSS tools necessary to drill through to a customer's modem, stopping off on the way right to the street cab. Those OSS tools should therefore be able to pinpoint a problem so that the engineer can focus on it rather than swapping the modem and running a speed test. (From what's reported here, that doesn't always seem to be the case).
Additionally, from the symptoms decribed by the customer, a range of potential causes can be brought up from the knowledge base (that many professional support organisations deploy) so that the OSS probing can be purposeful and effective.
Suspecting that VM are not at this level of maturity (despite what it's quality director Peter Evans says he's trying to achieve), I merely make the point as to how it should be done. My professional experience applies.