Anonymous

3 weeks ago, I had my vendor cut us over from UCD to ACD. Tech programmed everything, CSR coordinated and trained everyone, things seemed to be just fine. (This was a Friday.)

Well, one of my ACD groups (splits) is a 24/7 crisis line. I get a call on Sunday morning saying none of the new buttons (work, break, logon, etc...) were working. I get dressed and come in to take a look.

Anyone want to take a guess at what happened? (I'll give you a hint, what did I title this thread?) My PBX, for some reason, reset itself around midnight Sunday morning and ALL of the new ACD programming was gone. I started looking under AKYD, DLEN, DSTN, ACFS, you know, just poking around looking at stuff and I noticed that all the keymaps were changed back to the UCD, all the new LENs he programmed were GONE! The tech forgot to back up all the programming after we finished cutting over.

I had to work on that Sunday for several hourse tweaking the little stuff that wasn't working (thank God I'm an hourly employee, I did get OT for that). By the time I'd finished testing all the other ACD groups (actually, reverting back to the old UCD), and making sure everything was ready for Monday, I'd been working for 5 hours on a Sunday.

Do you all have any idea what kind of grief the company phoneguy (me) gets when the vendor screws up? It ain't pretty...

Anyway, we cut again on Monday and everything is backed up and working. Now I'm just waiting for the Navigator training so we can actually pull all these fancy reports I keep hearing about.