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  Reply # 1224256 28-Jan-2015 18:03
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KiwiNZ:
freitasm: Saw this Twitter thread just now. Guy says "Bye Vodafone", Vodafone replies "Sorry to see you go, what could we do to help?" Reply below:


 

 



There is a space a twilight zone that exists with in phone systems it is a nowhere place a dark void.  A few years back one of the teams I managed was our Helpdesk, I received a complaint of a call that had not been answered after 90 minutes, I thought this was odd as it would have shown on the daily reports I received and I would have investigated it.
I asked our engineers to investigate it and they found that the call had terminated from the queue after 5 minutes but had some how remained connected at the callers end. We had further complaints that showed up this issue but never really got a definitive answer on it. We though it was a bug with in the Call routing. It seemed to go away or we didn't get further complaints
when we implemented skills based routing. Maybe VF are having similar issues.

They had already implemented skills based routing when I worked there, around 10 years ago.

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  Reply # 1224271 28-Jan-2015 18:30
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quickymart:
KiwiNZ:
freitasm: Saw this Twitter thread just now. Guy says "Bye Vodafone", Vodafone replies "Sorry to see you go, what could we do to help?" Reply below:


 

 



There is a space a twilight zone that exists with in phone systems it is a nowhere place a dark void.  A few years back one of the teams I managed was our Helpdesk, I received a complaint of a call that had not been answered after 90 minutes, I thought this was odd as it would have shown on the daily reports I received and I would have investigated it.
I asked our engineers to investigate it and they found that the call had terminated from the queue after 5 minutes but had some how remained connected at the callers end. We had further complaints that showed up this issue but never really got a definitive answer on it. We though it was a bug with in the Call routing. It seemed to go away or we didn't get further complaints
when we implemented skills based routing. Maybe VF are having similar issues.

They had already implemented skills based routing when I worked there, around 10 years ago.


I think you hit the nail on the head, no skills, so the calls go nowhere!

 
 
 
 


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  Reply # 1224296 28-Jan-2015 19:28
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gregmcc:
quickymart:
KiwiNZ:
freitasm: Saw this Twitter thread just now. Guy says "Bye Vodafone", Vodafone replies "Sorry to see you go, what could we do to help?" Reply below:






There is a space a twilight zone that exists with in phone systems it is a nowhere place a dark void.  A few years back one of the teams I managed was our Helpdesk, I received a complaint of a call that had not been answered after 90 minutes, I thought this was odd as it would have shown on the daily reports I received and I would have investigated it.
I asked our engineers to investigate it and they found that the call had terminated from the queue after 5 minutes but had some how remained connected at the callers end. We had further complaints that showed up this issue but never really got a definitive answer on it. We though it was a bug with in the Call routing. It seemed to go away or we didn't get further complaints
when we implemented skills based routing. Maybe VF are having similar issues.

They had already implemented skills based routing when I worked there, around 10 years ago.


I think you hit the nail on the head, no skills, so the calls go nowhere!


That is an overly harsh generalisation




Mike
Retired IT Manager. 
The views stated in my posts are my personal views and not that of any other organisation.

 

Using empathy takes no energy and can gain so much. Try it.

 

 


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  Reply # 1224318 28-Jan-2015 20:33
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I think you may have missed a *slight* bit of sarcasm...

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