<html><head><style type='text/css'>p { margin: 0; }</style></head><body><div style='font-family: Verdana; font-size: 10pt; color: #000000'>Yes, I have to admit, that has been a great change in the .sigs of TAC engineers.<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<br><br><br>----- Original Message -----<br>From: "Adam Frankel" <afrankel@cisco.com><br>To: "Paul" <asobihoudai@yahoo.com>, "Scott Voll" <svoll.voip@gmail.com>, "Lelio Fulgenzi" <lelio@uoguelph.ca><br>Cc: "Matt Slaga (US)" <Matt.Slaga@us.didata.com>, cisco-voip@puck.nether.net, "Matthew Loraditch" <MLoraditch@heliontechnologies.com><br>Sent: Tuesday, April 28, 2009 12:38:23 PM GMT -05:00 US/Canada Eastern<br>Subject: RE: [cisco-voip] TAC response time?<br><br>The TAC Engineer you are working with should have his or her office hours in the email signature. If they are not, feel free to ask the engineer to have the SR dispatched to a timezone closer to you if you feel that the times are too far off, he/she will generally be happy to update the case notes with current Problem Description and Action Plan and dispatch the case to an engineer closer to your time zone.<br><br>Adam Frankel<br>Customer Support Engineer<br>Unfied Communications Infrastructure<br>[Phone Number] 9am-5pm EDT (GMT -4)<br><br><br>-----Original Message-----<br>From: cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net] On Behalf Of Paul<br>Sent: Tuesday, April 28, 2009 12:17 PM<br>To: Scott Voll; Lelio Fulgenzi<br>Cc: Matt Slaga (US); cisco-voip@puck.nether.net; Matthew Loraditch<br>Subject: Re: [cisco-voip] TAC response time?<br><br><br>Austin has a lot of solid voice guys. I'm not sure who you had problems with there but I've had plenty of great engineers from CST.<br><br><br><br><br>________________________________<br>From: Scott Voll <svoll.voip@gmail.com><br>To: Lelio Fulgenzi <lelio@uoguelph.ca><br>Cc: cisco-voip@puck.nether.net; Matt Slaga (US) <Matt.Slaga@us.didata.com>; Matthew Loraditch <MLoraditch@heliontechnologies.com><br>Sent: Tuesday, April 28, 2009 11:48:38 AM<br>Subject: Re: [cisco-voip] TAC response time?<br><br><br>It also helps to know during what times you will get which call center.<br> <br>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.<br> <br>YMMV<br> <br>Scott<br><br><br>On Tue, Apr 28, 2009 at 7:10 AM, Lelio Fulgenzi <> wrote:<br><br>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 <br><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><br>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.<br> <br>From:cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net] On Behalf Of Matthew Loraditch<br>Sent: Tuesday, April 28, 2009 9:16 AM<br>To: Jeff Ruttman; cisco-voip@puck.nether.net<br>Subject: Re: [cisco-voip] TAC response time?<br> <br>Depends on who you get, what department, etc, but not abnormal in my experience<br> <br> <br>Matthew Loraditch<br>1965 Greenspring Drive<br>Timonium, MD 21093 <br><br> <br>From:cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net] On Behalf Of Jeff Ruttman<br>Sent: Tuesday, April 28, 2009 9:11 AM<br>To: cisco-voip@puck.nether.net<br>Subject: [cisco-voip] TAC response time?<br> <br>Greetings,<br> <br>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.<br> <br>Is this to be expected on Sev 3 case?<br> <br>Thanks<br>jeff<br>_______________________________________________ cisco-voip mailing list cisco-voip@puck.nether.net https://puck.nether.net/mailman/listinfo/cisco-voip <br>_______________________________________________<br>cisco-voip mailing list<br>cisco-voip@puck.nether.net<br>https://puck.nether.net/mailman/listinfo/cisco-voip<br><br><br> <br><br>_______________________________________________<br>cisco-voip mailing list<br>cisco-voip@puck.nether.net<br>https://puck.nether.net/mailman/listinfo/cisco-voip<br><br></div></body></html>