End of Day 28th August

‎29-08-2007

It's funny (odd, if not particularly amusing) going back to work after a Bank Holiday; everyone seems to so easily jump back into their work as if the extra day hadn't existed. One thing though, it does appear that most departments had 'forgotten' we'd started posting an End of Day and not prep'd an update for me.. tsssk. What a nice surprise for them then to be reminded by yours truly to cough up the gen on what's going on today. I know many of you are waiting for news about when the incident report for last week's email problem is due and I can't as yet confirm when this will be published. It is looking likely to be tomorrow (Wed.) but I can't be certain about that just yet. Those of you subscribed to Service Status alerts will be notified when it is published, but it will be published here on the Community site as soon as it gets the green light. Customer Support Centre: A busy day today, for most people of course, the first day back. We've seen just over 1,280 calls offered to the support centre phone system and we managed to answer 80% of those, just over 1020. A great effort from the team, keeping the average waiting time to just 3m 30s. Following some reports of delayed hardware delivery, we have now resolved these problems and all hardware is being delivered as expected. As mentioned last week, this has caused quite a few calls for us recently from some of our newest customers. The top issues today for the CSC have been:

Setting up routers
Setting up emails and collection
Authentication issues (Broadband)
Provisioning updates (Broadband)
Sales enquiries

Networks: The Networks team has been working to keep on top of problems and tickets over the weekend. Development: As we announced last week, one of the major projects we have been working on recently is upgrading the PlusNet website so it can be used by Force9 & Free-Onliners. This has been quite a challenge, but the hard work is paying-off and the beta testing is almost complete. The final phase of testing is scheduled to start later this week and it won’t be long before Force9 & Free-Onliners will be logging in to PlusNet, bringing benefits all-round! We’ve also been hard at work implementing the Home Phone Anytime + product changes. Development is complete and the testing has progressed well – lookout for good news on this very soon! We’ve also started development of our project to provide Enhanced Care for Business Customers. This will ensure business customers will benefit from quicker fault response times from our BT Wholesale supplier. Overall, we’ve got quite a number of projects being worked at the present. Exciting times for anyone who relishes tough, but rewarding challenges (a key part of the job description!!!). Product: A couple of members of the product team have been away today, so it's felt quieter than usual. Our focus has been on VoIP platform plans and Hardware supply. We've also been analysing the new Rate My Service questionnaires some more, producing our normal quota of stats and metrics for the beginning of the week and we've spent a little time checking out what industry news broke over the long weekend that could affect us. Pete Jackson