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Originally Posted by scastle
Actually, I would have thought that was standard practice with any trial. The people on the trial would need direct (or fairly direct) access to the team running the trial.
Apart from anything else, it wouldn't look too good if they got through the the first line support techs who then said "10 Meg? Sorry, we don't do a 10 Meg service.".
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Hmm in an ideal world yes.
But the calls were routed directly firstly to their own dedicated support in Brighton between 7am to 9pm Monday to Saturday and if they could not solve the problem they were passed through a dedicated overrule in the call system with a pop up/handshake saying Brighton call etc.
At this time all the techs on the floor were aware of the package/deal but the calls would route through senior extensions firstly and then at that time to any cable modem techs signed in and again greated with the message "dolphin transfer".
Hence it bypassed all the other techs even though they new about the trial as at that time they was no trials team as such.
