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<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>TAC Tactics! </span></font><font size=2
color=navy face=Wingdings><span style='font-size:10.0pt;font-family:Wingdings;
color:navy'>J</span></font><font size=2 color=navy face=Arial><span
style='font-size:10.0pt;font-family:Arial;color:navy'><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Thanks<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>jeff<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
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face="Times New Roman"><span style='font-size:12.0pt'>
<hr size=2 width="100%" align=center tabindex=-1>
</span></font></div>
<p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2
face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'>
cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net] <b><span
style='font-weight:bold'>On Behalf Of </span></b>Scott Voll<br>
<b><span style='font-weight:bold'>Sent:</span></b> Tuesday, April 28, 2009
10:49 AM<br>
<b><span style='font-weight:bold'>To:</span></b> Lelio Fulgenzi<br>
<b><span style='font-weight:bold'>Cc:</span></b> cisco-voip@puck.nether.net;
Matt Slaga (US); Matthew Loraditch<br>
<b><span style='font-weight:bold'>Subject:</span></b> Re: [cisco-voip] TAC
response time?</span></font><o:p></o:p></p>
</div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>It also helps to know during what times you will get which call center.<o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> <o:p></o:p></span></font></p>
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<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>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 <st1:City w:st="on">San Jose</st1:City> or <st1:country-region
w:st="on"><st1:place w:st="on">Australia</st1:place></st1:country-region>.
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 <st1:country-region w:st="on"><st1:place w:st="on">UK</st1:place></st1:country-region> is
also pretty good. Its just the mid day when I get that central time zone
that seems to really stinks IMHO.<o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> <o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>YMMV<o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> <o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal style='margin-bottom:12.0pt'><font size=3
face="Times New Roman"><span style='font-size:12.0pt'>Scott<o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>On Tue, Apr 28, 2009 at 7:10 AM, Lelio Fulgenzi <> wrote:<o:p></o:p></span></font></p>
<div>
<div>
<p class=MsoNormal><font size=2 color=black face=Verdana><span
style='font-size:10.0pt;font-family:Verdana;color:black'>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) * <st1:PlaceType w:st="on">University</st1:PlaceType> of <st1:PlaceName
w:st="on">Guelph</st1:PlaceName> * <st1:place w:st="on"><st1:City w:st="on">Guelph</st1:City>,
<st1:State w:st="on">Ontario</st1:State> <st1:PostalCode w:st="on">N1G 2W1</st1:PostalCode></st1:place><br>
(519) 824-4120 x56354 (519) 767-1060 FAX (JNHN)<br>
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^<br>
"Bad grammar makes me [sic]" - Tshirt <o:p></o:p></span></font></p>
<div>
<div>
<p class=MsoNormal style='margin-bottom:12.0pt'><font size=2 color=black
face=Verdana><span style='font-size:10.0pt;font-family:Verdana;color:black'><br>
<br>
<br>
----- Original Message -----<br>
From: "Matt Slaga (US)" <><br>
To: "Matthew Loraditch" <>, "<st1:PersonName w:st="on">Jeff
Ruttman</st1:PersonName>" <<br>
Sent: Tuesday, April 28, 2009 9:26:38 AM GMT -05:00 US/Canada Eastern<br>
Subject: Re: [cisco-voip] TAC response time?<o:p></o:p></span></font></p>
<div>
<p><font size=2 color="#1f497d" face=Verdana><span style='font-size:11.0pt;
font-family:Verdana;color:#1F497D'>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></font><font
size=2 color=black face=Verdana><span style='font-size:10.0pt;font-family:Verdana;
color:black'><o:p></o:p></span></font></p>
<p><font size=2 color="#1f497d" face=Verdana><span style='font-size:11.0pt;
font-family:Verdana;color:#1F497D'> </span></font><font size=2
color=black face=Verdana><span style='font-size:10.0pt;font-family:Verdana;
color:black'><o:p></o:p></span></font></p>
<div>
<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'>
<p><b><font size=2 color=black face=Verdana><span style='font-size:10.0pt;
font-family:Verdana;color:black;font-weight:bold'>From:</span></font></b><font
size=2 color=black face=Verdana><span style='font-size:10.0pt;font-family:Verdana;
color:black'> <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><span style='font-weight:bold'>On Behalf Of </span></b>Matthew Loraditch<br>
<b><span style='font-weight:bold'>Sent:</span></b> Tuesday, April 28, 2009 9:16
AM<br>
<b><span style='font-weight:bold'>To:</span></b> <st1:PersonName w:st="on">Jeff
Ruttman</st1:PersonName>; <a href="mailto:cisco-voip@puck.nether.net"
target="_blank">cisco-voip@puck.nether.net</a><br>
<b><span style='font-weight:bold'>Subject:</span></b> Re: [cisco-voip] TAC
response time?<o:p></o:p></span></font></p>
</div>
</div>
<p><font size=2 color=black face=Verdana><span style='font-size:10.0pt;
font-family:Verdana;color:black'> <o:p></o:p></span></font></p>
<p><font size=2 color="#1f497d" face=Verdana><span style='font-size:11.0pt;
font-family:Verdana;color:#1F497D'>Depends on who you get, what department,
etc, but not abnormal in my experience</span></font><font size=2 color=black
face=Verdana><span style='font-size:10.0pt;font-family:Verdana;color:black'><o:p></o:p></span></font></p>
<p><font size=2 color="#1f497d" face=Verdana><span style='font-size:11.0pt;
font-family:Verdana;color:#1F497D'> </span></font><font size=2
color=black face=Verdana><span style='font-size:10.0pt;font-family:Verdana;
color:black'><o:p></o:p></span></font></p>
<div>
<p><font size=2 color="#1f497d" face=Verdana><span style='font-size:10.0pt;
font-family:Verdana;color:#1F497D'> </span></font><font size=2
color=black face=Verdana><span style='font-size:10.0pt;font-family:Verdana;
color:black'><o:p></o:p></span></font></p>
<p><b><font size=2 color=black face=Verdana><span style='font-size:11.0pt;
font-family:Verdana;color:black;font-weight:bold'>Matthew Loraditch</span></font></b><font
size=2 color=black face=Verdana><span style='font-size:11.0pt;font-family:Verdana;
color:black'><br>
<st1:Street w:st="on"><st1:address w:st="on">1965 Greenspring Drive</st1:address></st1:Street></span></font><font
size=2 color=black face=Verdana><span style='font-size:10.0pt;font-family:Verdana;
color:black'><o:p></o:p></span></font></p>
<p><st1:place w:st="on"><st1:City w:st="on"><font size=2 color=black
face=Verdana><span style='font-size:11.0pt;font-family:Verdana;color:black'>Timonium</span></font></st1:City><font
size=2 color=black face=Verdana><span style='font-size:11.0pt;font-family:
Verdana;color:black'>, <st1:State w:st="on">MD</st1:State> <st1:PostalCode
w:st="on">21093</st1:PostalCode></span></font></st1:place><font size=2
color=black face=Verdana><span style='font-size:11.0pt;font-family:Verdana;
color:black'> </span></font><font size=2 color=black face=Verdana><span
style='font-size:10.0pt;font-family:Verdana;color:black'><o:p></o:p></span></font></p>
</div>
<p><font size=2 color="#1f497d" face=Verdana><span style='font-size:11.0pt;
font-family:Verdana;color:#1F497D'> </span></font><font size=2
color=black face=Verdana><span style='font-size:10.0pt;font-family:Verdana;
color:black'><o:p></o:p></span></font></p>
<div>
<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'>
<p><b><font size=2 color=black face=Verdana><span style='font-size:10.0pt;
font-family:Verdana;color:black;font-weight:bold'>From:</span></font></b><font
size=2 color=black face=Verdana><span style='font-size:10.0pt;font-family:Verdana;
color:black'> <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><span style='font-weight:bold'>On Behalf Of </span></b><st1:PersonName
w:st="on">Jeff Ruttman</st1:PersonName><br>
<b><span style='font-weight:bold'>Sent:</span></b> Tuesday, April 28, 2009 9:11
AM<br>
<b><span style='font-weight:bold'>To:</span></b> <a
href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br>
<b><span style='font-weight:bold'>Subject:</span></b> [cisco-voip] TAC response
time?<o:p></o:p></span></font></p>
</div>
</div>
<p><font size=2 color=black face=Verdana><span style='font-size:10.0pt;
font-family:Verdana;color:black'> <o:p></o:p></span></font></p>
<p><font size=2 color=black face=Verdana><span style='font-size:10.0pt;
font-family:Verdana;color:black'>Greetings,<o:p></o:p></span></font></p>
<p><font size=2 color=black face=Verdana><span style='font-size:10.0pt;
font-family:Verdana;color:black'> <o:p></o:p></span></font></p>
<p><font size=2 color=black face=Verdana><span style='font-size:10.0pt;
font-family:Verdana;color:black'>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.<o:p></o:p></span></font></p>
<p><font size=2 color=black face=Verdana><span style='font-size:10.0pt;
font-family:Verdana;color:black'> <o:p></o:p></span></font></p>
<p><font size=2 color=black face=Verdana><span style='font-size:10.0pt;
font-family:Verdana;color:black'>Is this to be expected on Sev 3 case?<o:p></o:p></span></font></p>
<p><font size=2 color=black face=Verdana><span style='font-size:10.0pt;
font-family:Verdana;color:black'> <o:p></o:p></span></font></p>
<p><font size=2 color=black face=Verdana><span style='font-size:10.0pt;
font-family:Verdana;color:black'>Thanks<o:p></o:p></span></font></p>
<p><font size=2 color=black face=Verdana><span style='font-size:10.0pt;
font-family:Verdana;color:black'>jeff<o:p></o:p></span></font></p>
<div>
<p class=MsoNormal><font size=2 color=black face=Verdana><span
style='font-size:10.0pt;font-family:Verdana;color:black'><o:p> </o:p></span></font></p>
</div>
</div>
</div>
</div>
<p class=MsoNormal><font size=2 color=black face=Verdana><span
style='font-size:10.0pt;font-family:Verdana;color:black'>_______________________________________________
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target="_blank">cisco-voip@puck.nether.net</a> <a
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<o:p></o:p></span></font></p>
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_______________________________________________<br>
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