[AusNOG] after hours staff requirement
Chad Kelly
chad at cpkws.com.au
Mon Sep 17 18:58:11 EST 2018
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.
On 9/17/2018 6:18 PM, Steven Waite wrote:
>
> Hi
>
> 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.
>
> *From:*AusNOG <ausnog-bounces at lists.ausnog.net> *On Behalf Of *Matthew
> Moyle-Croft
> *Sent:* Monday, 17 September 2018 5:29 PM
> *To:* Kisakye Alex <kisakye at gmail.com>
> *Cc:* ausnog at lists.ausnog.net; ausnog-request at lists.ausnog.net;
> chad at cpkws.com.au
> *Subject:* Re: [AusNOG] after hours staff requirement
>
> Hi,
>
> 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.
>
> MMC
>
>
>
> On 17 Sep 2018, at 4:55 pm, Kisakye Alex <kisakye at gmail.com
> <mailto:kisakye at gmail.com>> wrote:
>
> 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.
>
> Alex
>
> On Mon, Sep 17, 2018 at 12:09 AM Chad Kelly <chad at cpkws.com.au
> <mailto:chad at cpkws.com.au>> wrote:
>
> With most modern PBX systems they will tell you if it's a PBX
> call and
> give you the option to either answer the call or hang up.
>
> Or you can send the call to an answering machine which means
> you can get
> to the issue the next morning.
>
> If you are running services that are mission critical that you
> need the
> phone answered 24/7 then you really need someone in the office
> who is
> awake and functioning but given what has been discussed a
> decent PBX
> would be fine as even if you wanted to redirect calls to a
> call centre
> ware a human answers that is also an option, though less needed.
>
> As a voicemail system would be a lot cheaper and tickets work
> better for
> more complex issues anyway.
>
> Regards Chad.
>
>
>
> On 9/17/2018 4:50 PM, Andrew Jones wrote:
> > 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.
> >
> > 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)
> >
> > Cheers,
> > Andrew Jones
> > 0435 658 228
> >
> > -----Original Message-----
> > From: AusNOG <ausnog-bounces at lists.ausnog.net
> <mailto:ausnog-bounces at lists.ausnog.net>> On Behalf Of Chad Kelly
> > Sent: Monday, 17 September 2018 4:35 PM
> > To: ausnog at lists.ausnog.net
> <mailto:ausnog at lists.ausnog.net>;
> ausnog-request at lists.ausnog.net
> <mailto:ausnog-request at lists.ausnog.net>
> > Subject: Re: [AusNOG] after hours staff requirement
> >
> > On 9/17/2018 12:00 PM, ausnog-request at lists.ausnog.net
> <mailto:ausnog-request at lists.ausnog.net> wrote:
> >
> >> I'm looking for a company to take on our level 1 support,
> after hours.
> >> 10pm - 8am AEST
> >> 7 days a week, including public holidays.
> >> Would prefer a local Australian company, but will consider
> >> International too.
> >> Require a team of sorts, that handles other companies too
> as it's not
> >> financially viable to have a team dedicated to us as the
> volume of
> >> calls is bugger all.
> >>
> >> We'll just redirect the 1300 number to you during those
> times, a
> >> simple greeting, take down notes and urgency, check the on-call
> >> calendar and call the Engineer to action.
> >> Basically, I need you to wake up the Engineer on call:)
> > Frankly if this is all you need a decent phone system will
> do this without you needing to hire an outsourcing company.
> > 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.
> > 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.
> > 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.
> > We offer support for critical issues on weekends for
> existing customers only.
> > Your PBX also should have a decent blacklist function for
> telemarketers.
> >
> > Regards Chad.
> >
> > --
> > Chad Kelly
> > Manager
> > CPK Web Services
> > Phone 03 5273 0246
> > Web www.cpkws.com.au <http://www.cpkws.com.au/>
> >
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>
> --
> Chad Kelly
> Manager
> CPK Web Services
> Phone 03 5273 0246
> Web www.cpkws.com.au <http://www.cpkws.com.au/>
>
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--
Chad Kelly
Manager
CPK Web Services
Phone 03 5273 0246
Web www.cpkws.com.au
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