<div>It also helps to know during what times you will get which call center.</div>
<div> </div>
<div>I'm PDT. If I get a ticket started before I come in I get RTP (which I seem to get good engineers) but if I open a ticket mid day I get really bad service typically. if I open a ticket toward the end of the day I get either San Jose or Australia. Both of which I've had good luck with but there shifts usually are a little late for the things I'm working on unless I'm working after hours. if its a really late night the UK is also pretty good. Its just the mid day when I get that central time zone that seems to really stinks IMHO.</div>
<div> </div>
<div>YMMV</div>
<div> </div>
<div>Scott<br><br></div>
<div class="gmail_quote">On Tue, Apr 28, 2009 at 7:10 AM, Lelio Fulgenzi <span dir="ltr"><></span> wrote:<br>
<blockquote class="gmail_quote" style="PADDING-LEFT: 1ex; MARGIN: 0px 0px 0px 0.8ex; BORDER-LEFT: #ccc 1px solid">
<div>
<div style="FONT-SIZE: 10pt; COLOR: #000000; FONT-FAMILY: Verdana">Definitely call in the morning. Many TAC engineers accept new tickets in the first half of their shift. If you call in the morning, you're likely getting someone outside your time zone.<br>
<br>It is also helpful to put into your ticket your timezone and ask to be assigned to someone in your timezone.<br><br>I've ran into problems in the afternoon on many occassions where I waited until the next morning to open a ticket. It's just easier.<br>
<br><br>---<br>Lelio Fulgenzi, B.A.<br>Senior Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1<br>(519) 824-4120 x56354 (519) 767-1060 FAX (JNHN)<br>^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^<br>
"Bad grammar makes me [sic]" - Tshirt
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<div></div>
<div class="h5"><br><br><br>----- Original Message -----<br>From: "Matt Slaga (US)" <><br>To: "Matthew Loraditch" <>, "Jeff Ruttman" <<br>Sent: Tuesday, April 28, 2009 9:26:38 AM GMT -05:00 US/Canada Eastern<br>
Subject: Re: [cisco-voip] TAC response time?<br><br>
<div>
<p><span style="FONT-SIZE: 11pt; COLOR: rgb(31,73,125)">Best thing to do is call in the morning and ask for the case to be re-queued. Chances are, your case was picked up from another time zone and won’t be looked at until they get in.</span></p>
<p><span style="FONT-SIZE: 11pt; COLOR: rgb(31,73,125)"> </span></p>
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<div style="BORDER-RIGHT: medium none; PADDING-RIGHT: 0in; BORDER-TOP: rgb(181,196,223) 1pt solid; PADDING-LEFT: 0in; PADDING-BOTTOM: 0in; BORDER-LEFT: medium none; PADDING-TOP: 3pt; BORDER-BOTTOM: medium none">
<p><b><span style="FONT-SIZE: 10pt">From:</span></b><span style="FONT-SIZE: 10pt"> <a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank">cisco-voip-bounces@puck.nether.net</a> [mailto:<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank">cisco-voip-bounces@puck.nether.net</a>] <b>On Behalf Of </b>Matthew Loraditch<br>
<b>Sent:</b> Tuesday, April 28, 2009 9:16 AM<br><b>To:</b> Jeff Ruttman; <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br><b>Subject:</b> Re: [cisco-voip] TAC response time?</span></p>
</div></div>
<p> </p>
<p><span style="FONT-SIZE: 11pt; COLOR: rgb(31,73,125)">Depends on who you get, what department, etc, but not abnormal in my experience</span></p>
<p><span style="FONT-SIZE: 11pt; COLOR: rgb(31,73,125)"> </span></p>
<div>
<p><span style="FONT-SIZE: 10pt; COLOR: rgb(31,73,125)"> </span></p>
<p><b><span style="FONT-SIZE: 11pt; COLOR: black">Matthew Loraditch</span></b><span style="FONT-SIZE: 11pt; COLOR: black"><br>1965 Greenspring Drive</span></p>
<p><span style="FONT-SIZE: 11pt; COLOR: black">Timonium, MD 21093 <br></span></p></div>
<p><span style="FONT-SIZE: 11pt; COLOR: rgb(31,73,125)"> </span></p>
<div>
<div style="BORDER-RIGHT: medium none; PADDING-RIGHT: 0in; BORDER-TOP: rgb(181,196,223) 1pt solid; PADDING-LEFT: 0in; PADDING-BOTTOM: 0in; BORDER-LEFT: medium none; PADDING-TOP: 3pt; BORDER-BOTTOM: medium none">
<p><b><span style="FONT-SIZE: 10pt">From:</span></b><span style="FONT-SIZE: 10pt"> <a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank">cisco-voip-bounces@puck.nether.net</a> [mailto:<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank">cisco-voip-bounces@puck.nether.net</a>] <b>On Behalf Of </b>Jeff Ruttman<br>
<b>Sent:</b> Tuesday, April 28, 2009 9:11 AM<br><b>To:</b> <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br><b>Subject:</b> [cisco-voip] TAC response time?</span></p></div></div>
<p> </p>
<p><span style="FONT-SIZE: 10pt">Greetings,</span></p>
<p><span style="FONT-SIZE: 10pt"> </span></p>
<p><span style="FONT-SIZE: 10pt">I opened my first TAC case (that didn’t involve faulty equipment) last week on Thursday. I did get a call back on Thurs after I had left work for the day. I returned the call the next morning and left a VM. I’ve called (and left VM) and emailed a few more times since, but I’ve received no further response as yet.</span></p>
<p><span style="FONT-SIZE: 10pt"> </span></p>
<p><span style="FONT-SIZE: 10pt">Is this to be expected on Sev 3 case?</span></p>
<p><span style="FONT-SIZE: 10pt"> </span></p>
<p><span style="FONT-SIZE: 10pt">Thanks</span></p>
<p><span style="FONT-SIZE: 10pt">jeff</span></p>
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<p>
<p><strong></strong></p><br>
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