Question about telecoms system

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Commodore

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#40754 2-Sep-2009 23:11

This is not a complant but just a Question why does it take telecom's system up to 4 hours to up date the system like when you change your phone number barr your phone ,get your voice mail removed, connect a mobile. why does it take that long on telecom but doesn't on vodafone?

mruane

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#252842 3-Sep-2009 09:30

Well, I suspect that if you look under the hood, you will not see "one" system, but a very large collection of small individual systems that communicate with each other. An interaction with one component of their system will eventually be communicated to other parts of the system but not immediately. So the delay is probably more related to the time set to check for notifications from other systems and the volume of notifications being dealt with.

Cheers Mike

tonyhughes

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#252856 3-Sep-2009 10:09

"Up to 4 hours"

On a good day, ESN changes take 30 seconds, and new connections not much longer.

tonyhughes

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#252858 3-Sep-2009 10:13

If they tiold everyone "5 minutes" then every time there was a backlog, it would generate a flood of support calls "why isn't this done yet".

Quoting 4 hours gives plenty of headroom, and directly reduces the cost of supporting clients who keep ringing to ask about status - i.e. if it hasn't been 4 hours, then no one needs to even look into it, and if the expectation was set right with the client to start with, the client won't ring to start with.

Some things can take a long time for various reasons (automated systems down, high volumes, short staff levels).

freitasm

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#252869 3-Sep-2009 10:40

Commodore: This is not a complant but just a Question why does it take telecom's system up to 4 hours to up date the system like when you change your phone number barr your phone ,get your voice mail removed, connect a mobile. ?

Because they do it right first time?

farcus

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#252912 3-Sep-2009 13:50

freitasm:

Because they do it right first time?

haha - if only they did.
I upgraded my phone to XT last week and it took me six calls to *123 over three days to get my phone working.
Finally got a rep on my sixth call who could not believe the incompetence of the previous reps.

Balchy

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#252919 3-Sep-2009 14:39

As an ex 123 staff member, i can attest to the varied skill level of the operators, there were those that were very good at their jobs, and those that had come either straight out of high school or who had just completed a highly academic hospitality and tourism certificate

For billions of years since the outset of time, every single one of your ancestors survived, every single person on your Mum and Dads side, successfully looked after and passed onto you life. What are the chances of that like?

Ragnor

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#252929 3-Sep-2009 15:34

"I need this baby in a month - send me nine women!"

.. also commonly known as that's just how long it takes

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NealR

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#252936 3-Sep-2009 16:08

I wanted to add something valuable to this thread but was unsure if there is actually a problem or just that the XT advertised provisioning time is longer than the advertised provisioning time for VF.

The comments I write on this forum do not necessarily reflect the views of my employer and as such cannot be taken as official statements of my employer.

freitasm

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#252941 3-Sep-2009 16:27

NealR: I wanted to add something valuable to this thread but was unsure if there is actually a problem or just that the XT advertised provisioning time is longer than the advertised provisioning time for VF.

Exacrly the point, as noted by Tony Hughes. For example, when I had my personal number transferred from CDMA to XT it was working before I even left the store. I would say it took it about four minutes total.

honem

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#253337 4-Sep-2009 23:54

I used to be a Telecom 123 CSR.

A lot of things are done through service orders at Telecom.

These get passed through many "stages" on the way to completion. Once the line card computer gets a hold of it it will either process it or it will throw it back into the CSR's home stage for them to correct errors on the service order.

4 hours is the average length of time it takes for the line card computer to process it on a really busy day. See if you quote someone that "it'll be done in 4 hrs" and it completes in a hour then that makes you look like a star!. Of course it doesn't look as good if you tell someone "it'll be done in 1 hr" and it's still not done 2 hrs later.

Under promising and over delivering is always better then over promising and under delivering :)

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- Hone , Often accused of Excess Verbosity
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Commodore

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#253543 6-Sep-2009 14:38

honem: I used to be a Telecom 123 CSR.

A lot of things are done through service orders at Telecom.

These get passed through many "stages" on the way to completion. Once the line card computer gets a hold of it it will either process it or it will throw it back into the CSR's home stage for them to correct errors on the service order.

4 hours is the average length of time it takes for the line card computer to process it on a really busy day. See if you quote someone that "it'll be done in 4 hrs" and it completes in a hour then that makes you look like a star!. Of course it doesn't look as good if you tell someone "it'll be done in 1 hr" and it's still not done 2 hrs later.

Under promising and over delivering is always better then over promising and under delivering :)

Thank you sir this is the anwser i was after

NealR

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#253736 7-Sep-2009 13:16

Glad you're happy with the answer above. Sadly it's not valid for Mobile connections are there is no "line card computer".

I'm still sure if there is actually a problem or just that the XT advertised provisioning time is longer than the advertised provisioning time for VF.

The comments I write on this forum do not necessarily reflect the views of my employer and as such cannot be taken as official statements of my employer.