Published Sat, 31 May 2008 07:57:00 +0000
Just an update on the new way we pass faults in to BT.

We have been using this for over a month now, and it is proving very
useful. We are constantly fine tuning our systems, and adding more
automated "retests" to the system so that we can test and return faults
to BT 24 hours a day. We have had to learn many of the quirks in the
way BT operate.

This morning I was pleased to see an excellent example of the system
working well which I thought I would pass on to you.

Customer could not log in, reported at 5pm on a Friday!
We confirmed the fault, with exchange based tests. so eliminating the
line as the cause.
We reported to BT 17:03 - just as staff were leaving for the weekend.
At 21:22 BT cleared the fault back to us saying no fault found.
Previously that would be it until staff came in on Monday morning.
However, our systems checked the customer was not on line and rejected
back to BT
At 04:06 someone clueful at BT found BT RADIUS was misconfigured and
corrected it.
Customer back on line shortly after 4am Saturday morning,

Now, BT could have been a lot quicker. The new system gives me much
more overview of faults and means we are better able to take up general
issues with BT faults desk via the BT accounts team. But this was a
fault fixed within 11 hours of reporting rather than 3 days!

The new system also means myself and various staff can keep an eye on
faults over the weekends as well which was not practical before. On
several occasions we have handled faults reported by irc and text
message out of normal office hours. This is done by staff in their own
time.

This means a better service for our customers.
--
Adrian
See http://aaisp.blogspot.com/2008/05/new-fault-reporting.html