Well I don’t know about other departments, but I’m excited about the LAN party coming up. Rumour has it that there’ll be a Counter Strike: source map of the PlusNet offices for the playing…

James Nelson has the following to report regarding today’s top 5 issues in the CSC:

1. New Faults: Variation of faults be it speed, no sync, intermittent, authentication issues. Hopefully these are at the top because we don’t have any other issues ongoing at present.
2. Fault Updates: Customers calling in for updates on open faults. Either prompted from a call from us or following up a fault they have previously raised and have yet to have feedback.
3. Router/Modem Configuration: Customers calling to find out how to configure new equipment not purchased from ourselves and rather than checking their user documentation contacting their ISP for instructions. We supply the required settings for them but have to advise they review the user guides or contact the manufacturer/retailer of the hardware.
4. Spam: Customers are still querying spam.
5. Order updates: Customers ringing to check on order updates for either new provisions or for house move reprovides.

Martyn Levitt gives us an eye on the Marketing team for today:
Here in the Marketing dept we’ve been working on some promotional advertising for Broadband Your Way. As well as this, we’ve been progressing with our recruitment plans and preparing an email about My Referrals. We’ve also had our regular weekly KPI review and our Web Analyst has been busy with the end of month reporting.

Finance, as reported by Mike Rodgers:
So month end is truly under way and taking up pretty much everyone’s time. On top of that we have closed a massive 210 tickets and are keeping going on any that are still open. Niki, Magda and myself have been planning for our long term strategy plan which we will be working on for the next few weeks. It must have been hard work as all the chocolates have been eaten, even the coffee flavored ones!!!

Ian Glennon of Networks fame brings us the following:
Having already introduced myself, I won’t bore you again with who I am and what I do. Today has been focused on our new content management platform, and documenting our recently rolled payment system. Documentation is the key to smooth operational support – being able to lay your hands on operational procedures quickly and easily is paramount when problems arise. Who wants to spend 2 hours hunting for docs for a 5 minute fix?! Content/code management is our key to not only ensuring a consistent codebase but will also help in terms of security. In times when code poisoning with invisible iFrames is rife, it is critical that we ensure our codebase is exactly as it was written. Eyeballing files, sizes and timestamps can only go so far. Checksums are more suitable, but combining checksums with file sizes gives an overall more accurate sense of file status.

All in all, it’s been a day of architecting proactive channels (if you say so, Ed).

Maria Whittington advises us what Products have been about:

Well, another interesting day in Products. We have again been working on what we need in the future to ensure that we have the right routers available. There have also been some issues that we have needed to address and agree ways forward on, and we have also been working with our colleagues in Finance to support future forecasts. In addition we have all been involved in the monthly Rally where we as a business review where we are and what we are aiming to do in the near future – no product specific questions in the Q&A so no taking the mick today (Phew!)

Meanwhile the Comms Team have, as ever, been busy in the forums. Mand has been mostly writing documentation for training and, well, documentation purposes. Bob has been attacking change controls, relay policing (I’m not sure either – perhaps he does one lap and then passes the truncheon?) and helping decide how we’re going to be dealing with spam in the near future. Chris has been writing training information, presentations and tutorials and James, between chasing a fault on his own newly provided line, has been chasing SNR requests and dealing with the plethora of knotty issues that present themselves to us on a daily basis.

Unfortunately as of the now we are lacking an update from the Development team, though I’ve no doubt they will fill in the gaps for tomorrow’s post.

Thank you for reading, please join us tomorrow for another fun-filled day in the world of internet provisioning. I’ve been Matt Taylor, your guest editor, and you’ve all been beautiful.

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This entry was posted by Matt Taylor on Tuesday, October 2nd, 2007 at 5:48 pm and is tagged with and is posted in the category EOD, Tech News. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a reply below. Pinging is currently not allowed.