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<p>Its a none issue as generally you would have enough people to
cover the shifts, you would have a roster or just use cheap
outsourced labor is the other option. <br>
</p>
<p><br>
</p>
<br>
<div class="moz-cite-prefix">On 9/17/2018 6:18 PM, Steven Waite
wrote:<br>
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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>
<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"><o:p> </o:p></span></p>
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<div style="border:none;border-top:solid #E1E1E1
1.0pt;padding:3.0pt 0cm 0cm 0cm">
<p class="MsoNormal"><b><span lang="EN-US">From:</span></b><span
lang="EN-US"> AusNOG
<a class="moz-txt-link-rfc2396E" href="mailto:ausnog-bounces@lists.ausnog.net"><ausnog-bounces@lists.ausnog.net></a>
<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 <a class="moz-txt-link-rfc2396E" href="mailto:kisakye@gmail.com"><kisakye@gmail.com></a><br>
<b>Cc:</b> <a class="moz-txt-link-abbreviated" href="mailto:ausnog@lists.ausnog.net">ausnog@lists.ausnog.net</a>;
<a class="moz-txt-link-abbreviated" href="mailto:ausnog-request@lists.ausnog.net">ausnog-request@lists.ausnog.net</a>; <a class="moz-txt-link-abbreviated" href="mailto:chad@cpkws.com.au">chad@cpkws.com.au</a><br>
<b>Subject:</b> Re: [AusNOG] after hours staff
requirement<o:p></o:p></span></p>
</div>
</div>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Hi,<o:p></o:p></p>
<div>
<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>
</div>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class="MsoNormal">MMC<o:p></o:p></p>
<div>
<p class="MsoNormal"><br>
<br>
<o:p></o:p></p>
<blockquote style="margin-top:5.0pt;margin-bottom:5.0pt">
<div>
<p class="MsoNormal">On 17 Sep 2018, at 4:55 pm, Kisakye
Alex <<a href="mailto:kisakye@gmail.com"
moz-do-not-send="true">kisakye@gmail.com</a>>
wrote:<o:p></o:p></p>
</div>
<p class="MsoNormal"><o:p> </o:p></p>
<div>
<div>
<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>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class="MsoNormal">Alex<o:p></o:p></p>
</div>
</div>
<p class="MsoNormal"><o:p> </o:p></p>
<div>
<div>
<p class="MsoNormal">On Mon, Sep 17, 2018 at 12:09
AM Chad Kelly <<a
href="mailto:chad@cpkws.com.au"
moz-do-not-send="true">chad@cpkws.com.au</a>>
wrote:<o:p></o:p></p>
</div>
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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" moz-do-not-send="true">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" moz-do-not-send="true">ausnog@lists.ausnog.net</a>;
<a href="mailto:ausnog-request@lists.ausnog.net"
target="_blank" moz-do-not-send="true">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" moz-do-not-send="true">
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" moz-do-not-send="true">www.cpkws.com.au</a><br>
><br>
>
_______________________________________________<br>
> AusNOG mailing list<br>
> <a href="mailto:AusNOG@lists.ausnog.net"
target="_blank" moz-do-not-send="true">AusNOG@lists.ausnog.net</a><br>
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href="http://lists.ausnog.net/mailman/listinfo/ausnog"
target="_blank" moz-do-not-send="true">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" moz-do-not-send="true">www.cpkws.com.au</a><br>
<br>
_______________________________________________<br>
AusNOG mailing list<br>
<a href="mailto:AusNOG@lists.ausnog.net"
target="_blank" moz-do-not-send="true">AusNOG@lists.ausnog.net</a><br>
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href="http://lists.ausnog.net/mailman/listinfo/ausnog"
target="_blank" moz-do-not-send="true">http://lists.ausnog.net/mailman/listinfo/ausnog</a><o:p></o:p></p>
</blockquote>
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</blockquote>
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<p class="MsoNormal"><o:p> </o:p></p>
</div>
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<br>
<pre class="moz-signature" cols="72">--
Chad Kelly
Manager
CPK Web Services
Phone 03 5273 0246
Web <a class="moz-txt-link-abbreviated" href="http://www.cpkws.com.au">www.cpkws.com.au</a></pre>
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