[cisco-voip] TAC question

[Erick Wellnitz]

That is a good idea.  My concern with that, and I don't think I'm alone in
this, is that UC has expanded to the point where a person can be very
strong in, say, CUCM, CUC and UCCX but weaker in gateways, CUP, protocols
and reading trace files.  To be honest, some debugs and traces are still
jibberish to me after 10 years of working with UC.

A person would have to be 'rated' on each different piece in order for such
a system to be accurate.  Then there is the problem of what is considered
'expert' level?  It becomes very difficult to answer that because, as we
all see here, it is impossible to know every detail and quirk of even one
product.


On Wed, Aug 14, 2013 at 4:52 PM, Anthony Holloway <
avholloway+cisco-voip at gmail.com> wrote:

> Ryan,
>
> Since you wanted to hear from non-Cisco folks, I'll chime in.  :)
>
> It would be great if instead of making an assumption, in either direction
> (CCIE = More Competent or No-CCIE = Less Competent), that case openers can
> have ratings and reviews associated to them.  I.e., If I open a case and am
> prepared with good information, screenshots, logs, and a clear problem
> statement, that should hold some weight over whether or not I have a CCIE.
> Think about an Amazon product review, and how star ratings/comments help
> consumers understand what it is they are buying.  Is it a piece of junk, a
> good value, or the best of the best?
>
> I understand that the devil's advocate in all of us would say: Well that
> rating system can be abused to artificially inflate a friend's rating, or
> to damage the image of a person you dislike over that one bad case you had
> with them.  However, I think these risks can be mitigated with the proper
> checks and balances to the point of making the system useful.  You could
> start with attaching Cisco ID's to the reviews/ratings to remove the
> anonymity that most internet reviews provide.
>
> Anyway, this is just something I have been kicking around in my head for a
> few years.  I always like to pretend that there's already a rating system
> in place, and since I always treat my assigned TAC person with respect, I'd
> like to think my fictitious rating is 5 stars!  Besides, you never know
> when karma may strike in your favor.  ;)
>
> And since we're on the topic of TAC: Thank you and the other TAC/HTTS
> folks who participate on this mailing list, helping all of us out with our
> many issues.
>
>
>
> On Wed, Aug 14, 2013 at 10:07 AM, Ryan Ratliff (rratliff) <
> rratliff at cisco.com> wrote:
>
>>  Basic troubleshooting makes me wonder what is different about you from
>> the rest of your team?
>> Here's the answer.
>> http://www.cisco.com/web/learning/certifications/expert/program/index.html
>>
>> Technical Service Requests (Case Routing)
>>
>> Service requests made to Cisco Technical Support (TS) by CCIEs in good
>> standing, on behalf of an organization with a valid support contract, will
>> be routed directly to the more experienced core TS support engineers.
>> Routing is done automatically based on Cisco User ID; no special phone
>> number or URL is required. For more information, contact Cisco Technical
>> Support <http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml>.
>>
>>
>> I'd love to hear the other (non Cisco) folks chime in on whether this
>> applies to cases the CCIE works directly or opens and then hands off to a
>> (non-CCIE) colleague.
>>
>> -Ryan
>>
>>  On Aug 14, 2013, at 10:34 AM, Erick Wellnitz <ewellnitzvoip at gmail.com>
>> wrote:
>>
>>  Wondering if any of the Cisco guys could shed some light on a situation?
>>
>> Guys on my team, non CCIE, non Partner, are getting thrid party
>> 'engineers' when they open TAC cases and very poor service.  Is this the
>> norm now?  When I open a case I get a 15 - 20 minute response time even on
>> sev. 4 cases.
>>
>> It's kind of goofy that in order to get a deccent TAC engineer I would
>> have to open all of the cases and hand them off.
>>
>> Thanks!
>>
>> -E
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>
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