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09:44 07/01/05

Backup: http://www.lordsofthesip.info

13:37 06/30/05

All templates have been submitted to Brad for approval. A few of the existing templates have been shortened so they can be approved. Our Call Quality template was too long and technical. All the pings and traceroutes have been taken out of the templates to make them more user friendly. All the templates that were changed have the beside them. You may want to review the template before pasting it into your response.

Verifying security for email customers now entails verifying that the senders email address matches the one on the account.

We are to delete and swap customer DIDs at their request. Changing voicemail passcodes and lingo.com hints require only the email address as stated above.

17:15 06/23/05

I've added a new table to FAX and MODEMS tab, the new table is called ISPs, and contains information from the Knowledge about different ISPs and their unique issues. FJB

7:15 AM 05/29/05

I've changed the [New] and [App] options to just colored bullets. It looks neater and saves room.

= New
= Approved
= Updated

3:04 PM 05/26/05

Regarding the maintenance that was performed this morning between 3am and 7am. You can use this template to resolve customers who were experiencing no dialtone and were unable to access the website.

3:45 PM 05/24/05

New required fields for Destination Issue, Dropped Calls, Quality and Fax Issues:

  • Time Of Problem
  • Called Number
  • Time Zone
  • Called Country

If any or all of this information is left out from the customer's email, paste the following into your ticket:


4:34 PM 05/09/05

All email templates have been updated to have the "Your ticket number for this case is" at the top of every email. Mmmmm....sweet, sweet consistancy.

Remedy notes now must contain the ticket number, due to quality guidelines. A new macro has been made to accomodate this. The new macro also checks that Remedy is active before proceeding. (I have messed up a number of times running the macro in Cisco or something else). Also, a couple of delays were added, after the ticket number is copied from Remedy, it takes a second for it to actually get into the clipboard. Had to slow it down a bit. It can be found in the Z:\Macros folder, and is called 'Ticket Fill - EXTENDED.mex'. To run this macro, do the following:
  • Paste your template in Cisco along with the original email, as usual
  • Go to Remedy, fill in the Reported Problem and Lingo Scope fields, NOT the Worklog notes
  • Hit your hotkey for the new macro


    • What happens:
    • A ticket is generated w/o your notes in it
    • The ticket number is pasted in Cisco
    • Ticket is re-opened in remedy, name retrieved from Remedy and pasted in Cisco, then notes are copied to clipboard
    • Notes pasted in Worklog in Remedy
    • Ticket saved, Trouble Ticket Window is closed, Cisco becomes active again
    • Just click on send in Cisco
I haven't had any issues with it yet. Enjoy.

I have also made 'Smart Search.mex' which will search by email or account number using the same hot key. It also automatically lowercases the letters if it's an email address. Macros rule!

6:18 PM 4/29/05

Unlimited overtime i$ being offered. You will get a $25 Future$hop gift card if you work X number of hour$.

10:58 AM 4/29/05

Approved templates will now show beside the template.

8:39 PM 4/23/05

I LOVE IT!

9:33 AM 4/23/05
New processes for email:

  • Templates from Cisco must be used - If there is not an appropriate template available, select the closest match in Cisco, and use what you can from that template, and remove the rest. From there, you can use other templates and information from M.O.N.T.
  • Spam and duplicate emails can be archived
  • Emails from sales@lingo.com with no customer information can be escalated to jfranzmann
  • Once the overdue emails are cleaned up, we'll be getting a new Email Server.

4:11 PM 4/10/05
- All emails are to be responded. Only emails that should be archived are spam and duplicates. If you are unable to find a customers information in Remedy > Lingo Orders, create an ICML Quick Ticket for the issue.

- $$$ UNLIMITTED OVERTIME FOR EMAIL $$$

7:32 PM 4/9/05
- Customers are getting an auto email after contacting us: 

noreply@corp.lingo.com wrote:

    Thank you for contacting Lingo Customer Care. Your
    inquiry has been received. A representative will
    contact you by email within 24 hours.

    Thank you.

    Lingo Customer Care
    customercare@lingo.com

6:48 PM 4/9/05
- If anyone gets an email talking about http://lingorebate.com/ or http://lingorebates.com/. Forward it to Jamie Lee. We think the http://lingorebate.com/ and http://lingorebates.com/ sites are a scam. Jamie is going to look into it.
8:44 PM 4/9/05
- *UPDATE* This issue has been forwarded to all TLs and to Primus Fraud Dept.

3:00 PM 4/6/05
- OK, I know change can be scary but this is a good thing. I've tried to reorganize the site into some kind of logical order. I did my best. Hope you guys like it.