New Phone System!
Nov. 29th, 2007 09:54 am![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
azleaneo.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryAbout two weeks ago my company installed a new (well, an upgrade) phone system. We had about a week before we cut over to test everything we could, but we couldn't test the recording system. The recording system relies on the database information, and the new phone system uses one large table whereas the old system used 2 (one for phone data, the other for recording data.)
Well, as it so happens, the data migration worked, but the recorder software doesn't want to talk to the database. So my users can't pull calls or anything. I can pull calls out of the database, if I have enough information.
The first day went fabulous. I need this call made by this person within this short time frame. Call found! Everyone happy!
Ya, that was the last of the happy. FIRST track it ticket of the next day. I need 6 or so calls pulled from this day. Ok, I asked the guy for more information and was able to get the calls. Later that day, I get a ticket that says, I need a call pulled, from possibly these two days, that came from (ABC)-555-ABCD. Sigh. I ask for more information, like who took the call. No luck, the client who called doesn't know what agent she spoke to, and the supervisor needs to review the call. So I query for (ABC)-555-ABCD. Nope. Query for (ABC)-555-% and I get 4 calls, 2 are the client in question. This ended up taking like 2 and half hours. (New database doesn't have any indexes set up yet, a co workers suck that added like 5 min to each simple query)
NEITHER call was the correct one. (we agree that sf client lied her butt off to try to get a discount, fail!)
The most frustrating part of all this is that I am constantly getting people walking up to me, calling me, or putting in track its asking about the recording software. It doesn't work yet people! When I come to install it you will know! Ask the person sitting right next to you, who asked me the same damn question yesterday, when they will get the software. Huh, same answer that I give, right? I don't know! We don't have a DBA right now, so me and a programmer are acting DBAs (key word, acting) The phone system people are trying to help. I am not sitting on some special working copy of the software to pull calls. (Someone really thought I had a working copy to pull the calls with. I showed them to my desk and pointed out query analyzer and told them they are more than welcome to try to pull a call. They laughed nervously and asked when software would be ready.)
I Will let you know! You will not be the only person without software while all your coworkers are happily pulling calls and laughing behind your back.
And on a side note, one of our happy non information giving people just walked up to my desk.
NI-No Info
Me-Me
NI-Phonecall software isn't working.
Me-Did you restart your computer?
NI-*puzzled look* Restart?
Me-Restart your computer.
NI-The whole thing?
(While he's telling me this I get an email from trackit from him pop up in the corner for this issue. At least he put in a ticket.)
Me-Yes.
NI-*walks away*
I go back to typing this rant about people just like him (and him) and I get an email pop in the corner saying it works now.
GAH!!
Thanks for hearing my rant. This week has been pretty bad. Last week when this stuff wasn't working no one cared. This week though, the users patience has run out or something, (Theirs lasted longer than mine!) So they are bothering me now.
ETA: changed a 'can' to a 'can't'
Well, as it so happens, the data migration worked, but the recorder software doesn't want to talk to the database. So my users can't pull calls or anything. I can pull calls out of the database, if I have enough information.
The first day went fabulous. I need this call made by this person within this short time frame. Call found! Everyone happy!
Ya, that was the last of the happy. FIRST track it ticket of the next day. I need 6 or so calls pulled from this day. Ok, I asked the guy for more information and was able to get the calls. Later that day, I get a ticket that says, I need a call pulled, from possibly these two days, that came from (ABC)-555-ABCD. Sigh. I ask for more information, like who took the call. No luck, the client who called doesn't know what agent she spoke to, and the supervisor needs to review the call. So I query for (ABC)-555-ABCD. Nope. Query for (ABC)-555-% and I get 4 calls, 2 are the client in question. This ended up taking like 2 and half hours. (New database doesn't have any indexes set up yet, a co workers suck that added like 5 min to each simple query)
NEITHER call was the correct one. (we agree that sf client lied her butt off to try to get a discount, fail!)
The most frustrating part of all this is that I am constantly getting people walking up to me, calling me, or putting in track its asking about the recording software. It doesn't work yet people! When I come to install it you will know! Ask the person sitting right next to you, who asked me the same damn question yesterday, when they will get the software. Huh, same answer that I give, right? I don't know! We don't have a DBA right now, so me and a programmer are acting DBAs (key word, acting) The phone system people are trying to help. I am not sitting on some special working copy of the software to pull calls. (Someone really thought I had a working copy to pull the calls with. I showed them to my desk and pointed out query analyzer and told them they are more than welcome to try to pull a call. They laughed nervously and asked when software would be ready.)
I Will let you know! You will not be the only person without software while all your coworkers are happily pulling calls and laughing behind your back.
And on a side note, one of our happy non information giving people just walked up to my desk.
NI-No Info
Me-Me
NI-Phonecall software isn't working.
Me-Did you restart your computer?
NI-*puzzled look* Restart?
Me-Restart your computer.
NI-The whole thing?
(While he's telling me this I get an email from trackit from him pop up in the corner for this issue. At least he put in a ticket.)
Me-Yes.
NI-*walks away*
I go back to typing this rant about people just like him (and him) and I get an email pop in the corner saying it works now.
GAH!!
Thanks for hearing my rant. This week has been pretty bad. Last week when this stuff wasn't working no one cared. This week though, the users patience has run out or something, (Theirs lasted longer than mine!) So they are bothering me now.
ETA: changed a 'can' to a 'can't'
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>.>
Date: 2007-11-29 06:55 pm (UTC)You'd think that in this day & age of technology, cost-cutting and rushing products to market, that people might finally figure out that it's a rare occurrence when a new-and-shiny works as designed and without incident when the big red switch is flipped.
I'm not going to even start on the topic of the general assumption that all IT people can fix everything...
Re: >.>
Date: 2007-11-29 08:53 pm (UTC)That's hilarious, that's exactly what my boss was complaining about as she left for lunch. She was all, Why does everyone think IT can fix everything!
As for the new technology and rushing products, our problem is slightly different. Our company insists on using really old stuff with the new technology. (We have an inhouse program that requires Word2000 to print, and that isn't going away anytime soon, the programmers say it will be fixed in inhouseprogram2, which is still 2-3 years away)
The new system is VOIP ready, but since we still have analog lines and analog phones, we are using audio code media gateways instead of getting a VOIP provider and SIP phones. Surprisingly this didn't break (Well it did, but it was fixed before cut over).
I think it has something to do with us using SQLServer2000 for the database problems, I dunno really. I've had lots of issues about the phone system so far, it's just this one really grinds my gears.