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