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<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>I usually don’t have a problem getting CST engineers. If
you have done all your testing, then the ticket gets escalated out of there.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'>
<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>
cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net] <b>On
Behalf Of </b>Scott Voll<br>
<b>Sent:</b> Tuesday, April 28, 2009 10:49 AM<br>
<b>To:</b> Lelio Fulgenzi<br>
<b>Cc:</b> cisco-voip@puck.nether.net; Matt Slaga (US); Matthew Loraditch<br>
<b>Subject:</b> Re: [cisco-voip] TAC response time?<o:p></o:p></span></p>
</div>
<p class=MsoNormal><o:p> </o:p></p>
<div>
<p class=MsoNormal>It also helps to know during what times you will get which
call center.<o:p></o:p></p>
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<p class=MsoNormal> <o:p></o:p></p>
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<p class=MsoNormal>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.<o:p></o:p></p>
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<p class=MsoNormal> <o:p></o:p></p>
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<p class=MsoNormal>YMMV<o:p></o:p></p>
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<p class=MsoNormal> <o:p></o:p></p>
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<p class=MsoNormal style='margin-bottom:12.0pt'>Scott<o:p></o:p></p>
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<p class=MsoNormal>On Tue, Apr 28, 2009 at 7:10 AM, Lelio Fulgenzi <>
wrote:<o:p></o:p></p>
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<div>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";
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) * 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 <o:p></o:p></span></p>
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<p class=MsoNormal style='margin-bottom:12.0pt'><span style='font-size:10.0pt;
font-family:"Verdana","sans-serif";color:black'><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?<o:p></o:p></span></p>
<div>
<p><span style='font-size:11.0pt;font-family:"Verdana","sans-serif";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><span style='font-size:10.0pt;font-family:
"Verdana","sans-serif";color:black'><o:p></o:p></span></p>
<p><span style='font-size:11.0pt;font-family:"Verdana","sans-serif";color:#1F497D'> </span><span
style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:black'><o:p></o:p></span></p>
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<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'>
<p><b><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";
color:black'>From:</span></b><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";
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>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?<o:p></o:p></span></p>
</div>
</div>
<p><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:black'> <o:p></o:p></span></p>
<p><span style='font-size:11.0pt;font-family:"Verdana","sans-serif";color:#1F497D'>Depends
on who you get, what department, etc, but not abnormal in my experience</span><span
style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:black'><o:p></o:p></span></p>
<p><span style='font-size:11.0pt;font-family:"Verdana","sans-serif";color:#1F497D'> </span><span
style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:black'><o:p></o:p></span></p>
<div>
<p><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:#1F497D'> </span><span
style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:black'><o:p></o:p></span></p>
<p><b><span style='font-size:11.0pt;font-family:"Verdana","sans-serif";
color:black'>Matthew Loraditch</span></b><span style='font-size:11.0pt;
font-family:"Verdana","sans-serif";color:black'><br>
1965 Greenspring Drive</span><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";
color:black'><o:p></o:p></span></p>
<p><span style='font-size:11.0pt;font-family:"Verdana","sans-serif";color:black'>Timonium,
MD 21093 </span><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";
color:black'><o:p></o:p></span></p>
</div>
<p><span style='font-size:11.0pt;font-family:"Verdana","sans-serif";color:#1F497D'> </span><span
style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:black'><o:p></o:p></span></p>
<div>
<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'>
<p><b><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";
color:black'>From:</span></b><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";
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>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?<o:p></o:p></span></p>
</div>
</div>
<p><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:black'> <o:p></o:p></span></p>
<p><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:black'>Greetings,<o:p></o:p></span></p>
<p><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:black'> <o:p></o:p></span></p>
<p><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";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></p>
<p><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:black'> <o:p></o:p></span></p>
<p><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:black'>Is
this to be expected on Sev 3 case?<o:p></o:p></span></p>
<p><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:black'> <o:p></o:p></span></p>
<p><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:black'>Thanks<o:p></o:p></span></p>
<p><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";color:black'>jeff<o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";
color:black'><o:p> </o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Verdana","sans-serif";
color:black'>_______________________________________________ cisco-voip mailing
list <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a>
<a href="https://puck.nether.net/mailman/listinfo/cisco-voip" target="_blank">https://puck.nether.net/mailman/listinfo/cisco-voip</a>
<o:p></o:p></span></p>
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