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<p class="MsoNormal"><span style="mso-fareast-language:EN-US">Hi<o:p></o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US">What most people forget about is the availability of the staff the next day. So really you also lose the tech the next day due to them not having the require rest break. So when you price this into
a call out customers wonder why they have to pay so much. So you would have to end up paying them fours hours callout then the wages for the next day. It can add up.<o:p></o:p></span></p>
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<p class="MsoNormal"><b><span lang="EN-US">From:</span></b><span lang="EN-US"> AusNOG <ausnog-bounces@lists.ausnog.net>
<b>On Behalf Of </b>Matthew Moyle-Croft<br>
<b>Sent:</b> Monday, 17 September 2018 5:29 PM<br>
<b>To:</b> Kisakye Alex <kisakye@gmail.com><br>
<b>Cc:</b> ausnog@lists.ausnog.net; ausnog-request@lists.ausnog.net; chad@cpkws.com.au<br>
<b>Subject:</b> Re: [AusNOG] after hours staff requirement<o:p></o:p></span></p>
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<p class="MsoNormal">Hi,<o:p></o:p></p>
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<p class="MsoNormal">I’ve got to agree with this. A properly scripted/documented list will reduce engineer call outs (improving staff morale) and, more importantly, mean that if they get woken up they know it’s worth doing something about. <o:p></o:p></p>
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<p class="MsoNormal">MMC<o:p></o:p></p>
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<br>
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<p class="MsoNormal">On 17 Sep 2018, at 4:55 pm, Kisakye Alex <<a href="mailto:kisakye@gmail.com">kisakye@gmail.com</a>> wrote:<o:p></o:p></p>
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<p class="MsoNormal">I think what a human provides is the ability to sort through tickets for what can wait until morning and what needs the engineer to wake up. If you are forwarding the calls directly to an engineer on call, then half the time s/he is making
decisions on whether to get up or not.<o:p></o:p></p>
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<p class="MsoNormal">Alex<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">On Mon, Sep 17, 2018 at 12:09 AM Chad Kelly <<a href="mailto:chad@cpkws.com.au">chad@cpkws.com.au</a>> wrote:<o:p></o:p></p>
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<p class="MsoNormal">With most modern PBX systems they will tell you if it's a PBX call and
<br>
give you the option to either answer the call or hang up.<br>
<br>
Or you can send the call to an answering machine which means you can get <br>
to the issue the next morning.<br>
<br>
If you are running services that are mission critical that you need the <br>
phone answered 24/7 then you really need someone in the office who is <br>
awake and functioning but given what has been discussed a decent PBX <br>
would be fine as even if you wanted to redirect calls to a call centre <br>
ware a human answers that is also an option, though less needed.<br>
<br>
As a voicemail system would be a lot cheaper and tickets work better for <br>
more complex issues anyway.<br>
<br>
Regards Chad.<br>
<br>
<br>
<br>
On 9/17/2018 4:50 PM, Andrew Jones wrote:<br>
> I can see the benefit of having someone else take the call. I can remember my days as an on call engineer years ago where I would get a phone call from the NOC in the middle of the night, I would need to keep a pen and paper by the bed to write down basic
details, as in my just woken state, I would forget whatever I was told 2 seconds later.<br>
><br>
> You don’t want end customers talking to someone who just woke up seconds ago, as they won't be in a state to properly take down details and provide a mechanism to follow up (ticket numbers etc)<br>
><br>
> Cheers,<br>
> Andrew Jones<br>
> 0435 658 228<br>
><br>
> -----Original Message-----<br>
> From: AusNOG <<a href="mailto:ausnog-bounces@lists.ausnog.net" target="_blank">ausnog-bounces@lists.ausnog.net</a>> On Behalf Of Chad Kelly<br>
> Sent: Monday, 17 September 2018 4:35 PM<br>
> To: <a href="mailto:ausnog@lists.ausnog.net" target="_blank">ausnog@lists.ausnog.net</a>;
<a href="mailto:ausnog-request@lists.ausnog.net" target="_blank">ausnog-request@lists.ausnog.net</a><br>
> Subject: Re: [AusNOG] after hours staff requirement<br>
><br>
> On 9/17/2018 12:00 PM, <a href="mailto:ausnog-request@lists.ausnog.net" target="_blank">
ausnog-request@lists.ausnog.net</a> wrote:<br>
><br>
>> I'm looking for a company to take on our level 1 support, after hours.<br>
>> 10pm - 8am AEST<br>
>> 7 days a week, including public holidays.<br>
>> Would prefer a local Australian company, but will consider<br>
>> International too.<br>
>> Require a team of sorts, that handles other companies too as it's not<br>
>> financially viable to have a team dedicated to us as the volume of<br>
>> calls is bugger all.<br>
>><br>
>> We'll just redirect the 1300 number to you during those times, a<br>
>> simple greeting, take down notes and urgency, check the on-call<br>
>> calendar and call the Engineer to action.<br>
>> Basically, I need you to wake up the Engineer on call:)<br>
> Frankly if this is all you need a decent phone system will do this without you needing to hire an outsourcing company.<br>
> Most decent PBX systems will redirect to a mobile after hours or better yet straight to an answering machine that will email a voicemail message to an engineer.<br>
> That way they can decide if the message is important enough to bother doing anything about, and frankly if you offer an on call service you should be charging enough that it deters unwanted callers from ringing you in the middle of the night anyway.<br>
> This is why we don't advertise 24/7 support as idiots randomly spam the ticket system with rubbish which you then need to delete anyway.<br>
> We offer support for critical issues on weekends for existing customers only.<br>
> Your PBX also should have a decent blacklist function for telemarketers.<br>
><br>
> Regards Chad.<br>
><br>
> --<br>
> Chad Kelly<br>
> Manager<br>
> CPK Web Services<br>
> Phone 03 5273 0246<br>
> Web <a href="http://www.cpkws.com.au/" target="_blank">www.cpkws.com.au</a><br>
><br>
> _______________________________________________<br>
> AusNOG mailing list<br>
> <a href="mailto:AusNOG@lists.ausnog.net" target="_blank">AusNOG@lists.ausnog.net</a><br>
> <a href="http://lists.ausnog.net/mailman/listinfo/ausnog" target="_blank">http://lists.ausnog.net/mailman/listinfo/ausnog</a><br>
<br>
-- <br>
Chad Kelly<br>
Manager<br>
CPK Web Services<br>
Phone 03 5273 0246<br>
Web <a href="http://www.cpkws.com.au/" target="_blank">www.cpkws.com.au</a><br>
<br>
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<p class="MsoNormal">_______________________________________________<br>
AusNOG mailing list<br>
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