[cisco-voip] TAC question

Thu Aug 15 17:34:35 EDT 2013

I can tell you the account teams would nearly unilaterally abuse this -
I've been a TAC engineer and part of the account team. Account teams do
nearly anything they can for customers, including some things that are
against the long/short term interests of TAC.

Though I like the support forum rep idea. Customers win for being loyal,
Cisco wins for getting more support on the forums. Maybe after a particular
threshold and/or for particular categories that you help with. What's
cheaper - having some loyal customers get more expensive backbone engineers
but decreasing global caseload because more answers are on the internet, or
status quo?

-nick

On Thu, Aug 15, 2013 at 3:15 PM, Lelio Fulgenzi <lelio at uoguelph.ca> wrote:

> 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
>
> ------------------------------
> *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:
>>
>> 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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>>>
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