POL00001154
POL00001154
POL-0265630
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Peak Disclosure - 1st September 2018 PC00933F/155/1
POL00001154
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POL-0265630
Peak Incident Management System
PC0093382 Customer Call_ -- EDSC
Targeted At -- BI 3S40R-_
Provisional
Live Incidents/Defects
1308050539
Business restricted
losed -- Reconciliation -
EDS solved
08/08/2003
FAD131925 - 9 AP bills not gone through
Date:05-Aug-2003 13:37:00 User: Customer Call_
CALL PC0093382 opened
CALL PC0093382:Priority B:CallType L - Target 08/08/03 14:37:50
05/08/03 14:31 "on 03/07/03 outlet has base unit and mirror disc
‘swapped by
lengineer, something went wrong and the marooned transaction did
mot find
there way back to the office, we have been contacted by NBSC to
advise that
the PM has had 9 customers complaining that their bills paid on
ithe morning
of 02/07/03 have not got through to the AP clients. The PM
trolled over with
ja £600 difference that week.
Can SSC investigate/identify, if possible any details of the gap
in
transcations which may assist the branch in carrying out action
ito address
ithe shortfall."
05/08/03 14:38 uk951450
Information: Reassigning for investigation
05/08/03 14:38 SYSADM
Open OTI: Automatic Open OTI
***Updated by Jane Kastenhofer at 05/08/03 14:38:48
05/08/03 14:38 uk951450
IREASSIGN: Call # E-0308050539 was Reassigned from Jane
astenhofer,
Group HSH4 to Group EDSC1
F} Call details
Diagnostician name:
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Customer opened date 05/08/2003 14:31:08
/
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Date:05-Aug-2003 13:44:00 User:Barbara Longley
The call summary has been changed from:-
Mon 03/07/03 outlet has base unit and mirror disc
‘The call summary is now:-
fad131925 -
Target Release updated to BI_3S40R-Provisional
Product APS added
F} Response
iPrescan: Assigning call to Garrett Simpson in EDSC.
\[END OF REFERENCE 35507155]
esponded to call type L as Category 40 -Incident Under
‘Investigation
The response was delivered to: PowerHelp
The Call record has been assigned to the Team Member: Garrett
Simpson
Defect cause updated to 99:General - Unknown
Hours spent since call received: 0 hours
The call summary has been changed from:-
ffad131925 -
The call summary is now:-
IFAD131925 - 9 AP bills not gone through
I
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Date:05-Aug-2003 14:19:00 User:Garrett Simpson
F) Response
[two physical
(one of these
is the manin hard disc and the other is called a mirror disc.
This is
land can be
ushed into another base unit.
In the event of a breakdown, e.g.in the comms card, then the
engineer is
supposed to take a new base unit to the office, extract the
irror disc from
ithe old unit and put it into the new base unit.
fIn that way ALL messages are safe.
on this occasion (see E-0307020207) the engineer found that the
comms was not
working so he replaced the complete base unit including the
mirror disc. This
This is a single-counter office. That means that the counter has
lises in it which hold two separate copies of the message store.
t
constructed so that it can be easily pulled out of the base unit
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thas caused the messages to be lost.
‘[END OF REFERENCE 35508071]
i esponded to call type L as Category 40 -Incident Under
‘Investigation
Re response was delivered to: PowerHelp
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‘Date: 05-Aug-2003 14:22:00 User:Garrett Simpson i
F) Response
a believe that we shall have to confess to POCL that we have not
followed the
[proper procedures and we should advise that POCL make manual
ayments to the
in clients according to the paper receipts kept by the PM.
[END OF REFERENCE 35508160]
Responded to call type L as Category 40 -Incident Under
lInvestigation
The response was delivered to: PowerHelp
F} Response :
Please pass to Julie Welsh.
[END OF REFERENCE 35508395]
Responded to call type L as Category 40 -Incident Under
Investigation
The response was delivered to: PowerHelp
The Call record has been transferred to the Team: Cust. Services
Defect cause updated to 41:General - in Procedure
Hours spent since call received: 1 hours
L
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ate :05-aug-2003 14:34:00 User:Garrett Simpson
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1
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Date:06-Aug-2003 15:08:00 User: Customer Call_
EMPTY 06/08/03 16:11 GBO82303 HSH4 Information: information
passed to julie
elsh 06/08/03 16:13 GB082303 HSH4 Information: call has been
return for
closure
Date:07-Aug-2003 15:10:00 User:Barbara Longley
F} Response
Call currently with Cust. Services.
[END OF REFERENCE 35543584]
Responded to call type L as Category 40 -Incident Under
‘Investigation
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The response was delivered to: PowerHelp
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Date :12-Aug-2003 14:26:00 User: Customer Call_
MPTY 12/08/03 15:30 uk951516 HSH1 Repeat Call: annette@nbsc
anted update
on this call. 12/08/03 15:31 uk951516 HSH1 Advice: advised call
being
linvestigated by 3rd line.
‘I
L
L
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Date:12-Aug-2003 14:29:00 User: Customer Call_
q
jPINICL
12/08/03 15:32 uk951450 HSH4 Information: Please can call be
returned to
1HSH4 for closure.
Information has been passed to Julie Welsh
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pate:17-Sep-2003 11:08:00 User:Janet Reynolds
ithe Call record has been assigned to the Team Member: Julie
lelsh
Hours spent since call received: 0 hours
MPTY EMPTY EMPTY OTI Astea OTI Success: An add has been sent to
Date:17-Sep-2003 11:39:00 User:Julie Welsh
all complete
and call can be closed.
The Call record has been transferred to the Team: EDSC
Hours spent since call received: 000.2 hours
Please return this call to HSH 5 stack to be closed. actions are
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Date:17-Sep-2003 11:56:00 User:Martin Harvey
F) Response
closed as
requested by Julie
I[END OF REFERENCE 36103752]
Responded to call type L as Category 90 -Reconciliation -
jresolved
Hours spent since call received: 0 hours
CALL PC0093382 closed: Category 90, Type L
The response was delivered to: PowerHelp
SSC agree closure, Please return this call to HSH 5 stack to be
Peak Disclosure - 1st September 2018
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Date:17-Sep-2003 12:00:00 User: Customer Call_
Service Complete (Confirmation) Received
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Date and time complete: 17/09/2003 12:56:36
i
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“CustomerCall
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