FUJ00064175
FUJ00064175
Peak Incident Management System
Call Reference PC0048757 Call Logger _Customer Call_ -- EDSC
Release Targeted At -- CSR-CI3_2R Top Ref E-0006270481
Call Type Live Incidents Priority A -- Business stopped
Contact EDSC Call Status Closed -- User error
Target Date 28/06/2000 Effort (Man Days) 0
Summary FAD 371632 has not polled for 2 days since the 24.
Progress Narrative :
ffate:27-dun-2000 10:44:00 User: Customer Call_
CALL PC0048757 opened
Date:27-dun-2000 10:45:00 User: Customer Call_
CALL PC0048757:Priority A:CallType L - Target 28/06/00 11:44:51
27/06/00 10:24 FAD371632 has not polled for 2 days since the 24.06.00.
Please ping and why hasn't it polled?
27/06/00 10:24 uktemp16
information: Please route to EDSC once resolved.
27/06/00 11:48 uk082135
information: Health check is fine on this site...Large pkts. & 0.D.
lalive on both counters.
IF} Call details
Diagnostician name:
customer opened date 27/06/2000 10:24:37
Dat e:27-Jun-2000 10:55:00 Uscr:Barbara Longley
llarget Release updated to CSR-CI3_2R
Product General/Other/Misc ISDN added
jDatc:27-Jun-2000 12:17:00 Uscr:Chris Hawkes
still present on Tuesdays NPPO report. E-0006261424 indicates there was a
problem on the morning of Monday 26th, but no other clues in PowerHelp. ~
chris
jbate:27-dun-2000 13:17:00 User:Paul Steed
the Call record has been assigned to the Team Member: Gary Maxwell
Defect cause updated to 99:General - Unknown
fours spent since call received: 0 hours
Date:27-gun-2000 15:18:00 User:Gary Maxwell
If} Response :
cateway reboot on 25/6 @ 15:08 has left gateway counter requiring Polo login
(hence outlet not polled). Will contact PO and request login completion.
[END OF REFERENCE 19525401]
Responded to call type L as Category 38 -Potential Problem Identified
[Date:27-dun-2000 15:19:00 Uscr:Gary Maxwell
[fhe response was delivered to: PowerHelp
Date: 28-Jun-2000 06:39:00 User:Chris Hawkes
still present on Wednesdays list. - Chris H.
Date:28-un-2000 10:43:00 User:_Customer Call_
lemPTY 28/06/00 11:44 uk066075 SMC1 Information: this site is still health
checking okay
JDatc:28-Jun-2000 13:09:00 Uscr:Chris Hawkes
[the call summary has been changed fro
IFAD371632 has not polled for 2 days since the 24.0
[fhe call summary is now:-
IFAD 371632 has not polled for 2 days since the 24.
loate:28-gun-2000 13:19:00 User:Gary Maxwell
If} Response +
FUJ00064175
FUJ00064175
Teempted telephone
vet.
{END OF REFERENCE 19557242]
Responded to call type L as Category 38 -Potential Problem Identified
[the response was delivered to: Powerlielp
Sontact with PO to arrange gateway login, but no reply as
Date: 28-gun-2000 1
IF} Response
spoke with PM. Attempted to guide her through login but Gateway counter is
not responding. Have agreed to call back after 16:00 hrs as PO is busy at
joresent.
[END OF REFERENCE 19560514
Responded to call type L as Category 40 -Incident Under Investigation
the response was delivered to: Powertlelp
0:00 User:Gary Maxwell
lbate:28-gun-2000 20:35:00 User:Gary Maxwell
If) Response
tried contacting PO several times but line had fax machine attached. Will
telephone again first thing 29/6.
[END OF REFERENCE 19574871]
Responded to call type L as Category 38 -Potential Problem Identified
[fhe response was delivered to: PowerHelp
Jbate:29-dun-2000 09:11:00 User:Chris Hawkes
site still appearing on NPPO report Thursday (29th) morning. - Chris H.
jDate:29-Jun-2000 09:24:00 User: Customer Call_
EMPTY 29/06/00 10:23 uk066075 SMC1 Information: this site is still health
jchecking okay
jbate:29-un-2000 1
IF) Response +
ave tried to make contact with the PO several times this morning but get
leither no response or line engaged.
[END OF REFERENCE 19589022]
Responded to call type L as Category 40 -Incident Under Investigation
7:00 User:Gary Maxwell
jate:29-dun-2000 10:38:00 User
[the response was delivered to
Gary Maxwell
PowerHelp
Jbate:29-gun-2000 14:06:00 Uscr:Gary Maxwell
If} Response
still no response from PO. Have e-mailed Julie Welsh to see if Customer
services have any contacts that can assist within POCL (ie. RNM).
[END OF REFERENCE 19601991]
Iresponded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: Powerllelp
lDate:29-gun-2000 1
If} Response :
Julie Welsh has contacted POCL at NBSC. They too only have one telephone
Jtumber but are attempting to contact by another method. Awaiting feeback from
this line of enquiry but will persist in telephoning outlet regardless.
(END OF REFERENCE 19602790]
Responded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: Powerllelp
5:00 Uscr:Gary Maxwell
JDate:29-Jun-2000 14:40:00 Uscr:Gary Maxwell
If} Response
INBSC have had no suec:
lof RNM - Pauline James
[END OF REFERENCE 19606:
Responded to call type L as Category 40 -Incident Under Investigation
the response was delivered to: PowerHelp
contacting PO. Have provided name & mobile number
IDate:30-un-2000 08:10:00 User:Gary Maxwell
If} Response :
spoke with RNM. She will try and contact PO. Have arrange to contact RNM
lgain @ 12:00 today for update.
[END OF REFERENCE 19624237]
Responded to call type L as Category 40 -Incident Under Investigation
fhe response was delivered to: PowerHelp
FUJ00064175
FUJ00064175
Date: 30-dan-2000 08:57:00 User: customer Call_
EMPTY 30/06/00 09:56 uk066075 SMC1 Information
checking okay today on both
counters
this site is still health
lbate:30-Jun-2000 09:42:00 Uscr:Chris Hawkes
site still present on Fridays NPPO report. - Chris H.
lbate:30-gun-2000 1
Ir) Response +
Further contact with RNM. She has arranged fo
afternoon at 14:30 approx. (contact no. is
[END OF REFERENCE 19634702]
lkesponded to call type L as Category 40 -Incident Under Investigation
[the response was delivered to: PowerHelp
(3:00 Uscr:Gary Maxwell
Evans to visit PO this
bate:30-dun-2000 11:58:00 User:Gary Maxwell
If} Response :
Polo login sequence completed on Gateway counter @ 11:56 ! Retaining call
pending outcome of tonight's non-polled report. Have contacted RNM to inform
her regarding situation, but site visit is still scheduled for this afternoon.
{END OF REFERENCE 19635437]
Responded to call type I, as Category 40 -Incident Under Investigation
[the response was delivered to: Powerllelp
Date:30-dun-2000 1.
Ir}. Response
ltave made contact with the PO to try and clarify if there were any obvious
reasons for the Polo login delay on the gateway. The PO staff that I spoke
ith could not give any explanation. There were no error messages on the
lateway. Possible training issue ?
[END OF REFERENCE 19642803]
Responded to call type Las Category 38 -Potential Problem Identified
[the response was delivered to: Powerllelp
9:00 User:Gaxy Maxwell
lDate:03-gul-2000 11:02:00 User:Gary Maxwell
IF) Response +
IFAD not on today's report. Request call closure.
[END OF REFERENCE 19687053]
Responded to call type L as Category 38 -Potential Problem Identified
[fhe response was delivered to: PowerHelp
[fhe Call record has been transferred to the Team: MSU-NPOs
Ibefect cause updated to 40:General ~ User
Hours spent since call received: 0 hours
Jbate:12-dul-2000 09:48:00 Uscr:Barbara Longley
IF} Response +
the Call record has been transferred to the Team: MSU-NPOs
[END OF REFERENCE 20017472]
Responded to call type Las Category 38 ~Potential Problem Identifi
the response was delivered to: PowerHelp
bate: 26-dul-2000 11:07:00 User:Ilka Koehler-wain
If) Response
Please close this call.
[END OF REFERENCE 20500315]
esponded to call type L as Category 68 -Administrative Response
fours spent since call received: 0 hours
fhe Call record has been transferred to the Team: EDSC
[the response has been routed to the gateway team for validation
Date: 26-Jul-2000 12:15:00 User:Barbara Longley
lf} Response :
26/07/2000 ~ By Ilka Koehler-Wain -MSU
Please close this call.
lo login delay on gateway- training issue?
closing as user error
[END OF REFERENCE 20504786]
lkesponded to call type L as Category 98 -User error
Hours spent since call received: 0 hours
cALL PC0048757 closed: Category 98, Type L
[fhe response was delivered to: PowerHelp
jDate:26-Jul-2000 12:18:00 Uscr: Customer Call_
bate and time complete: 26/07/2000 13:17:43
Service Complete (Confirmation) Received
FUJ00064175
FUJ00064175
Root Cause : General - User
Logger z _Customer Call_ -- EDSC
Subject Product General/Other/Misc -- ISDN (version unspecified)
Assignee Unassigned_ -- EDSC
Last Progress 26-Jul-2000 12:18 -- Customer Call_