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