[cisco-voip] TAC question

Thu Aug 15 15:15:06 EDT 2013

I think feedback from the account team should also come into play. 

--- 
Lelio Fulgenzi, B.A. 
Senior Analyst, Data Centre and Communications Facilities 
Computing and Communications Services (CCS) 
University of Guelph 

519‐824‐4120 Ext 56354 
lelio at uoguelph.ca 
www.uoguelph.ca/ccs 
Room 037, Animal Science and Nutrition Building 
Guelph, Ontario, N1G 2W1 

----- Original Message -----

From: "Anthony Holloway" <avholloway+cisco-voip at gmail.com> 
To: "Erick" <erickbee at gmail.com> 
Cc: "cisco-voip" <cisco-voip at puck.nether.net> 
Sent: Thursday, August 15, 2013 2:42:13 PM 
Subject: Re: [cisco-voip] TAC question 

"Maybe they can leverage the ratings from the support forums for people's cisco IDs at some point in the case routing criteria." 

Considering that I'm currently sitting in the number one spot for Contact Center support, I stand behind this idea! 

Additionally, I heard that this is a benefit which the CSC VIP's could see in the near future. Ok, I didn't actually hear that, but I'm spreading the rumor anyway. You heard it here first folks. 

On Wed, Aug 14, 2013 at 6:40 PM, Erick < erickbee at gmail.com > wrote: 

I'll chime in to. 

Maybe they can leverage the ratings from the support forums for people's cisco IDs at some point in the case routing criteria. 

I find if one opens ticket online and provides good notes, logs, etc and details it gets to right team. 

Again, thanks to all the TAC/cisco folks on this list. Very helpful and good insights. 

Sent from my iPhone 

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

<blockquote>

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: 

<blockquote>

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 

<blockquote>
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 . 

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! 

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