FUJ00086579
FUJ00086579
Peak Incident Management System
Call Reference PC0062561 Call Logger POA Deleted User -- Deleted Team
Release Targeted At -- Unknown Top Ref P10000441
Call Type null Priority
Contact Deleted Contact Call Status Closed -- Initial
Target Date 27/03/2001 Effort (Man Days) 0
Summary PM - Old Isleworth-training issues
All References Type : Value
Customer reference P10000441
Other PON manager - Paul Smith
Progress Narrative :
‘t6:15-Feb-2001 13:37:00 User:dulie Welsh
FALL PC0062561 opened
eferences entered are:-
roduct General/Other/Misc Unknown added
ffarget Release entered: Unknown
le - Old Isleworth-training issues
tlet went live on 11/01/01. PM has raised 75 calls to date an average of 25
alls per week far higher than the norm for a newish outlet. The majority of
calls are advice and guidance and incorrect Helpdesk. The PM called HSH on
5/01/01 and requested further training, the PM was referred to his
NM.....It would appear that there is a training issue here which needs to be
bddressed.
PON act ion
Has PM completed and passed his training?
hen, where and with whom did PM complete training?
fas further training been considered?
closure criteria: PM's calls reduce to acceptable level i.e. 4 per month.
FALL PCO062561:Priority C:CallType % - Target 27/03/01 20:00:00
Date:21-Feb-2001 15:53:00 Uscr:Julie Welsh
fad = 111025
jate:08-Maz-2001 15:18:00
bpdate chased 08/03/01
iser:dulie Welsh
jbate:09-Mar-2001 16:20:00 User:dulie Welsh
PON have requested training, however there are no slots available at present.
PON will advise date as soon as available.
e:20-Mar-2001 07:57:00 User:dulie Welsh
The call references have been updated. They are now:-
ft Other : PON manager - Paul Smith
te:29-Mar-2001 11:17:00 User:Julie Welsh
fice closed for short period , now reopened 26/03/01. Monitor calls from
fc 26/03/01
4-Apr-2001 10:49:00 Uscr:dulie Welsh
on monitor 26/03 = 17
w/e 2/04 = 9
calls w/c 9/4 = 3
calls w/c 16/4 = 9
still high, need to monitor.
[pate:30-Apr-2001 09:07:00 Uscr:dulie Welsh
71 year old PM having problems with system PON actions pending. Suspend
jonitoring of calls for one month to monitor PON actions
jbate:04-May-2001 10:04:00 User:dulie Welsh
ISM visiting PM 04/05/01, await results of visit
F/88.2/1,
FUJ00086579
FUJ00086579
[Date:10-May-2001 10:53:00 User:dulie Welsh
ISM reports PM is slow on system but can operate effectively. Assistant is
faster worker and can get ahead of herself. Calls still on monitor w/c 30/04
10 no reduction, simple advice and quidance. Consider next course of action
ith PON
[Date:46-May-2001 14:10:00 User:dulie Welsh
it has been decided to replace all kit16/05/01 to eliminate any problems. PM
jis experiencing phantom transactions
jate:25-May-2001 10:47:00 User:Julie Welsh
ealls May to date = 19 await update from Wendy
Te:07-dun-2001 06:40:00 Uscr:dulie Welsh
All kit due to be swopped today and returned to third line support in
Bracknell for checking. Suspend call monitoring pending results of
investigation.
9:00 User:dulie Welsh
ird line
Tei22—dun-2001 01
till under investigation with t
jbate:04-dul-2001 10:13:00 User:dulie Welsh
checked with thirdline, they are busy looking at information from monitoring
ind will advise results asap.Continue suspend on call monitoring
pate:42-Jul-2001 08:37:00 Uscr:dulie Welsh
SSC update:
hantom transactions ~ SSC recommend a change of kit in an attempt to resolve
this problem Awaiting further details.
ate:19-Jul-2001 09:26:00 User:dulie Welsh
it has been swopped and monitoring has commenced by third line.
0:00 User:bel (03/04 Jean Woolley)
references have been updated. They are no'
ther : PON manager - Paul Smith
Customer reference : P1000044
‘Ee:47-Aug-2001 09:13:00 User:dulie Welsh
jpdate on problems at outlet from FSM:
This outlet has reported continual phantom transaction problems causing us
to exhaust every possible course of action in trying to solve them.
le have:
H) spent limited time at the outlet watching how he operates the system - no
Ikvidence of swipe head was found
b) collected a weekly detailed list of when the phantoms are happening, what
products, which counter etc - no relevant trends were noted
8) we have replaced all kit and cables on both counter positions
lt) installed a test rig with Comtest software for three weeks to track
interference on the screens - nothing conclusive was found
5) installed a resistive monitor at counter position 1 and sent the old
screen to Pat Carroll for testing (waiting to speak to Pat on his return from
oliday)
fter all this the PM is still experiencing Phantom transactions but they are
mainly on counter positon 1 and this is always used by Robert Parker (PM). I
have asked Robert if I can spend some time at the outlet with him so I can be
present when the phantoms occur but he is not keen for this to take place as
ne feels the outlet is too small and gets too heated as it is.
Ht spoke with HSH this morning and she advises that since Powerhelp was last
rchived, Mr Parker has logged 34 calls to the helpdesk and a vast amount are
ldvice and guidance. My personal feeling is that Mr Parker could do with
some further training and I feel that this should be our next course of
lhction. The only other option we have open to us is to change the ISDN line,
hich is the old style, but myself and HSH feel that this is an expensive
ption to go down when it may be user error at fault.
ON to look at training issues. pursued with PON 17/08/01.
jate:23-Aug-2001 10:31:00 User:Julie Welsh
calls July = 16 Calls w/c 01/08 = 6 w/e 8/08 = nil w/c 15/08 = 3 Await PON
lction on training issues
[bate:40-Sep-2001 11:17:00 User:dulie Welsh
F/88.2/2
FUJ00086579
FUJ00086579
‘aTTs?
/e 22/8 = 4; w/e 29/8 = 2; w/e 5/9 = 3.
€e:20-Sep-2001 12:07:00 Uscr:dulie Welsh
ON have written to the RNM to address the training issue, see text below:
Prom RNM - I spoke to training and Dev. this afternoon and arranged 2 days
training for next week, when I rang Mr Parker he told me that he did not need
the extra training so i have now cancelled it. He also told me that the
Phantom transactions have stopped.
PON to RNM: "There seems to be no issues at this outlet if you are happy with
the postmasters response.
Its there anything else that needs investigating at the outlet proven to be
Hirectly liked with phantom txns (discrepancies?) as there are none recorded?
Ir would like to make you aware though that the postmaster does seem to be
faking quite a few calls still to the HSH helpdesk, mainly around simple
things such as reversals.
M to PON:Thanks for making aware about the number of calls your still
eceiving, i don't think we will ever stop him from making these. I see no
lreason why this call cannot not be closed. as i said the Postmaster said he
is no longer getting these transactions.
calls have actually reduced in September, there are currently only 4. T have
lgreed with PON that there is little else which can be done. The PM is not
aking errors with his work and the call volume has improved.I have agreed to
close the problem.
IF} Response :
rinal- completed
[END OF REFERENCE 27645229]
esponded to call type % as Category 15 ~Completed
Hours spent since call received: 000.3 hours
lbefect cause updated to 39:General - User Knowledge
[the response was delivered on the system
FALL PC0062561 closed: Category 15, Type Z
Hours spent since call received: 000.3 hours
If not I would like your agreement to close down this problem as now resolved.
Root Cause : : General - User Knowledge :
Logger _ _____ POA Deleted User -- Deleted Team
Subject Product : General/Other/Misc -- Unknown (version unspecified)
Assignee Deleted User-- Deleted Team
Last Progress 20-Sep-2001 12:07 -- Julie Welsh
F/88.2/3