From a quick discussion around the desk, today’s felt like Friday… but we’re not sure why.

Richard from the CSC:

“We’re happy with a good call answer rate of 91% of all calls offered so far today.

Top issues have been updates for existing faults and email settings.

We have had positive feedback from customers regarding the updates to the Postini spam filter, with customers reporting a drastic decrease in spam since we turned on [-SPAM-] tagging for customers who have been migrated onto the new system.

Roast turkey for lunch was especially welcome, and our Team Leader Phil may have set a precedent by clearing the plates for us! Has he made a rod for his own back? Watch this space…”

and Adam from the Business Team updates us:

“Biz support has been a bit thin on the ground today due to Nick, James and Phil being in South Africa, Keith being rota’d off and Mick having started in his new role so we have been up against it today.

Not much to add about workflows as all of us (myself, Andy, Paul, Alex and John) have been working logged faults pulling back the latest fault touches as best we can in the given circumstances.

Personally I have also been dealing with answering hardware tickets today which has been a straightforward task as we have known issues with being temporarily out of stock of 2091 and 2110 routers and we have managed to source stock to start clearing the backlog over the next few days. I will continue my personal vendetta…erm I mean objective of trying to improve how we deal with hardware provisioning.

All seems well on the Teleworker and parbin fronts all ticket pool for those are under control and within SLA. So in summary a pretty flat-out day for us today but we seem to have risen to the challenge pretty well. “

Robert from Development:

“In Poland we have a saying “new year, new possibilities”. And that’s what happened to me. I have moved to new team recently where I will face completely new challenges and I’m really looking forward to it. The team is called Remote Development and its main goal is to coordinate work of our remote teams located in India.

My first tasks are about Meeting Manager, our internal tool that was developed by guys in India. The integration process still needs to be finished off and right after that we will start to introduce some enhancements in it to make out live easier. For me it means two things.
First of all, lots of learning. It is very first time I looked at the code and its architecture. I must say it’s good, however, I know that it will take me a while to really get into it.
Secondly, building relationship with guys from India. I was already introduced to main developers and manage to have small chat over jabber. But there are still developers that I have not ot a chance to speak to, that’s something I need to fix in near future.

Besides that it’s quite busy around department, people are mostly working on migration process or fixing bugs and problems. And finally it’s not raining !!!
One of our senior developers has prepare an interesting workshop about Version Control System. It was held yesterday and today. I attended yesterday’s session and I really enjoyed it. I thought I knew it very well, however, I learned few more things that are not used very often.”

Networks update us from Matt:

“It’s Matt from the Networks department and here’s what we’ve all been working on today:

A very busy today dealing with some P1 problems.

Carl: Brightview, IWF next phases.
Simon: Support issues with vendors.
Josh: BrightView documentation
Mike: BrightView Phase 2, NetApp work (prep for tonight and reviewing performance reports) and a bit of perl training.
Denis: IWF resiliency and helping with servers migration.
Sarah: Problems and webstats resiliency.
Ade: Various problems.
Richard: Decommissioning old Parbin servers and working on customers VPN problems.
Ben: Web migration.
Michael: Adding some PlusNet customers to our Postini system and supporting our developers in the testing environment.
Rizwan: Various problems
Dunc: Various problems.
Russ: Jabber fail over and monitoring.
Me: Networks tickets and investigating some traffic management issues.
Dan: Networks tickets and been monitoring abuse.

Well thats all from Networks for another day! “

Marketing from Chris

“More of the same from Team Marketing today as we continued with our PR work and our upcoming print ads in earnest. We’ve also been preparing an email that will be sent out later this week and have resumed work on a forthcoming minisite. Tero has been analysing some Community site traffic and we’ve all been helping to make Tim feel welcome. More tomorrow.”

QA update us via Catherine:

“A quiet day in QA today, and a quicker EOD than yesterday’s monster. We’ve all been quietly(ish) getting on with the same sorts of things as we have the last few days -
I’m still on my referrals project with Rupert, which is going well.
Matt B’s still on problems and managing our rollout facility. He’s particularly looking forward to going to the pub tonight.
Gary’s been working on the Madasafish faults process and doing some more work on QA Wizard.
Gavin has once more been working on our testing platform.
Nigel has been continuing his QA Ninja training. Stage 2: inner peace.
Matt R has been improving his developer skills by attending some training on CVS, our content management system.
Paul has been continuing his project work and being very glad he’s not on problems for once.”

James from Comms:

“It’s been a really busy day here in the Comms Team and we’ve barely had time to catch our own breath.

I’ve been dealing with a number of account management queries, along with attending the Product Matrix meeting, sitting with the customer services team to help them with their sales and techniques amongst other queries. I’ve also been posting on forums and trying to get some further work done on some annoying-ness with our speed faults queries.

Chris and Bob have been working in tag-team-style on various things as well as handling service status messaging and change control along with their usual forum presence.

Mand has been doing her usual task of problem management and change controlly-ness as well as handling some CSC queries regarding anything home phone related.

Jusqua’a le fois prochaine, je vous prie d’agréer messieurs et madames avec mes expressions le plus distingués.

Aka, bye “

Pete from the Web Team:

“One of the most visible things to have come out of the online support content team this week are the new ‘How to set Up your Broadband Router’ videos (Part 1, Part 2)

We’ve been asking for your comments and I’m pleased to say that they’ve been very favourable. I’m happy now to proceed and put this video as it is into our support pages and assign Mark to work on the next in this series: Manage My Mail.

We know many of our customers find the range of options bewildering: pop3, mailboxes, redirects, catchall, postmaster.. to the uninitiated (and let’s face it most people really don’t *want* to be initiates) this is a lot to have to take on board. Our new video will show how to turn off catchall, rename the default mailbox and make sure your email client is set up to collect mail from the configured pop3 mailbox amongst other things.. stay tuned.

pj.”

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This entry was posted by Colin Ogilvie on Wednesday, January 16th, 2008 at 6:28 pm and is tagged with and is posted in the category EOD. 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.