Have to sit through entire directory First option in directory is asking if you want the directory Typed in the name, get someone else Upgrade fixes issue, client doesn't want to upgrade Code is an unsupported nightmare Third- Party IT Staff Weird flute or whistle music while on hold Client updates the case, then calls repeatedly Rare products: ACSJ, CIR, OnBase, HMDA Client has opened several cases in a row, only answers phone once. Client says they followed steps, but didn't Client clicked callback button, didn't explain why Phone system is alternating voices for each choice Clipped hold music "You've reach the end of the numbers!" User Error Case is high or urgent, issue is trivial Directory spells every name Voicemail has neither extension nor name Client is mad about the answer (not an upgrade) Case is high or urgent, issue has existed for "a while" Escalation Phone system voice is clearly a screen reader Hold time of 5 minutes or more "Call me!" you get voicemail Code is old enough to drive The phone system has a first name Code is old enough to drink 15m of access issues PDF Crashes where the settings are wrong Voicemail is not set up yet Case is a word salad, client isn't much better Who needs last names in an employee directory? Not this client Client thinks you're the greatest for a simple fix No employee directory MDT Actually Answers Voicemail is full "can you give any insight..." Phone system too cheerful Client who is always a jerk No way to talk to a human The employee directory is the LAST CHOICE Half the directory is no name, just extension number Call MDT, nobody answers "The release broke it" but it never worked Network issues "but our network is fine" "The credit union is now closed" OUTAGE Have to sit through entire directory First option in directory is asking if you want the directory Typed in the name, get someone else Upgrade fixes issue, client doesn't want to upgrade Code is an unsupported nightmare Third- Party IT Staff Weird flute or whistle music while on hold Client updates the case, then calls repeatedly Rare products: ACSJ, CIR, OnBase, HMDA Client has opened several cases in a row, only answers phone once. Client says they followed steps, but didn't Client clicked callback button, didn't explain why Phone system is alternating voices for each choice Clipped hold music "You've reach the end of the numbers!" User Error Case is high or urgent, issue is trivial Directory spells every name Voicemail has neither extension nor name Client is mad about the answer (not an upgrade) Case is high or urgent, issue has existed for "a while" Escalation Phone system voice is clearly a screen reader Hold time of 5 minutes or more "Call me!" you get voicemail Code is old enough to drive The phone system has a first name Code is old enough to drink 15m of access issues PDF Crashes where the settings are wrong Voicemail is not set up yet Case is a word salad, client isn't much better Who needs last names in an employee directory? Not this client Client thinks you're the greatest for a simple fix No employee directory MDT Actually Answers Voicemail is full "can you give any insight..." Phone system too cheerful Client who is always a jerk No way to talk to a human The employee directory is the LAST CHOICE Half the directory is no name, just extension number Call MDT, nobody answers "The release broke it" but it never worked Network issues "but our network is fine" "The credit union is now closed" OUTAGE
(Print)
Have to sit through entire directory
First option in directory is asking if you want the directory
Typed in the name, get someone else
Upgrade fixes issue, client doesn't want to upgrade
Code is an unsupported nightmare
Third-Party IT Staff
Weird flute or whistle music while on hold
Client updates the case, then calls repeatedly
Rare products: ACSJ, CIR, OnBase, HMDA
Client has opened several cases in a row, only answers phone once.
Client says they followed steps, but didn't
Client clicked callback button, didn't explain why
Phone system is alternating voices for each choice
Clipped hold music
"You've reach the end of the numbers!"
User Error
Case is high or urgent, issue is trivial
Directory spells every name
Voicemail has neither extension nor name
Client is mad about the answer (not an upgrade)
Case is high or urgent, issue has existed for "a while"
Escalation
Phone system voice is clearly a screen reader
Hold time of 5 minutes or more
"Call me!" you get voicemail
Code is old enough to drive
The phone system has a first name
Code is old enough to drink
15m of access issues
PDF Crashes where the settings are wrong
Voicemail is not set up yet
Case is a word salad, client isn't much better
Who needs last names in an employee directory? Not this client
Client thinks you're the greatest for a simple fix
No employee directory
MDT Actually Answers
Voicemail is full
"can you give any insight..."
Phone system too cheerful
Client who is always a jerk
No way to talk to a human
The employee directory is the LAST CHOICE
Half the directory is no name, just extension number
Call MDT, nobody answers
"The release broke it" but it never worked
Network issues "but our network is fine"
"The credit union is now closed"
OUTAGE
