Search for:
Archives
Categories
- Carrier Services (3)
- Phone Systems (5)
- Residential Services (1)
- Security (3)
- UGUARDU (6)
- Uncategorized (26)
Troubleshooting Dropped Calls!
Article posted by Marlene Frost on Thursday, February, 5th, 2009 at 2:21 amFor example, let’s say you are the receptionist or switchboard operator at your place of work and you get a few calls from people that say “I just tried calling you and I got dropped”. You start to notice a pattern so you get concerned. Here is where you can become the “Troubleshooting Detective”. I know you’re asking yourself, gee Marlene how can I become a Detective for you?!
Here is how…..if you were dropping every call that came through you would definitely want to call us right away because that would be an emergency type issue but since you have only a few calls what you want to do is start a log of the phone calls you are told about. The person that calls you is probably going to feel like they are being interrogated but the questions must be asked, and the questions are as follows.
First of all take down the time and date of the call.
Are you calling from a cell phone or land line?
What number did you dial?
What is your phone number?
What did you hear when you called (be specific please and don’t be afraid to make the sound you may have heard)?
If you heard a busy signal was it a regular busy or a fast busy? (I know you’re asking yourself, how do I know the difference. Say it with me….. de de de de (http://www.youtube.com/watch?v=R3lcXUbvoK8) would be a regular busy where de de de de de de would be a fast busy. Remember when you’re reading the de’s consider the spaces. I know your saying it out loud and people walking by are wondering whether you’ve gone insane but it’s ok, it’s for a good cause)
If you heard a recording, what did it say?
Those are all the questions you would want to ask. If you are the one getting the dropped calls, you want to ask yourself the same questions.
So what do you do with all this helpful information? Well, you would want to call the Service department after you’ve gathered information from several calls and pass along your findings. Depending on how often it’s happening will determine when to call. Just figure on once you’ve gathered about 4 or 5 calls you could then call and this vital information will help our technicians troubleshoot the issue further.
Now that you are a certified “Troubleshooting Detective” you have the responsibility to help those who are crying at their desks because they have lost the most important call they had been waiting for. It’s your duty!
I will be back soon with other troubleshooting tips to continue your education as the “Troubleshooting Detective” you now are!
“It is a capital mistake to theorize before you have all the evidence. It biases the judgment.” – Sherlock Holmes
This post is in: Phone Systems
Be the first to comment!
You must be logged in to comment on this article.