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- Thread starter Geriatrix
- Start date
Geriatrix said:A little OT here, but where and how do you guys record all those calls.
You must have some SUPER data storage machines. And how long does Vodacom store the calls for?
Will have to check up how they do it and what the time period is.
How Call Back Works
For the 155 Service the following has been implemented:
All callers (who are calling from a Vodacom MSISDN) to 082 155 will be offered Voice call back up front, immediately after the "for record and quality .. your call may be recorded" message.
The caller has to press hash to indicate to the system that s/he would like to get a call back. When the caller presses hash, the caller will be told something along the lines of "Thank you ... Vodacom will return your call" and the call is terminated.(Note: If the caller does not press the hash key but terminates the call, the system will not schedule a call back request)
If the caller does not accept call back at that stage, and queues, s/he will be offered the call back option again at a later stage. The same principles apply.. the caller HAS to press the hash key to confirm the call back request.
We must also remember that there is a certain "time limit" within which the caller has to press the hash key, else the system will treat it as no input received and the call is queued (this is quite long though,currently set to 10 seconds. This basically means that if the caller pressed hash 11 seconds after the request, the system will not recognize this input. But then the caller will also NOT hear the message saying that Vodacom will call them back, they will receive standard queue treatment. (I have tried this: If you press the hash key a little too late, there is a short moment of silence and then the normal queue music starts. I.e. No call back request registered.
Once the call back has been requested, the system keeps the call information and holds the "space" in the queue for the caller. When an agent with the correct skill becomes available, the agent is reserved and the call connected to the caller.
But if a caller is impatient and calls Vodacom back before we return the call, yes then we cancel the call back request and queue the call as per normal.
The only way to find out whether a call back was indeed requested and not completed is by getting the MSISDN/CLI of the caller, the time of day and then we can trace what happened.
For the 155 Service the following has been implemented:
All callers (who are calling from a Vodacom MSISDN) to 082 155 will be offered Voice call back up front, immediately after the "for record and quality .. your call may be recorded" message.
The caller has to press hash to indicate to the system that s/he would like to get a call back. When the caller presses hash, the caller will be told something along the lines of "Thank you ... Vodacom will return your call" and the call is terminated.(Note: If the caller does not press the hash key but terminates the call, the system will not schedule a call back request)
If the caller does not accept call back at that stage, and queues, s/he will be offered the call back option again at a later stage. The same principles apply.. the caller HAS to press the hash key to confirm the call back request.
We must also remember that there is a certain "time limit" within which the caller has to press the hash key, else the system will treat it as no input received and the call is queued (this is quite long though,currently set to 10 seconds. This basically means that if the caller pressed hash 11 seconds after the request, the system will not recognize this input. But then the caller will also NOT hear the message saying that Vodacom will call them back, they will receive standard queue treatment. (I have tried this: If you press the hash key a little too late, there is a short moment of silence and then the normal queue music starts. I.e. No call back request registered.
Once the call back has been requested, the system keeps the call information and holds the "space" in the queue for the caller. When an agent with the correct skill becomes available, the agent is reserved and the call connected to the caller.
But if a caller is impatient and calls Vodacom back before we return the call, yes then we cancel the call back request and queue the call as per normal.
The only way to find out whether a call back was indeed requested and not completed is by getting the MSISDN/CLI of the caller, the time of day and then we can trace what happened.
Thanks for that info, v3g. I have just booked my place in the queue now.
*snip*
Okay. that was semi-impressive. Within two minutes of calling I get phoned back. No waiting! No Pet Shop Boys!
The friendly Vodacom callcentre operator asks for my 3G number, says "Please hold"......
And that's it.
*snip*
Okay. that was semi-impressive. Within two minutes of calling I get phoned back. No waiting! No Pet Shop Boys!
The friendly Vodacom callcentre operator asks for my 3G number, says "Please hold"......
And that's it.
Just static on the end of the line for several minutes.
I tried again: similarly short wait before they called back (good), automated voice telling me my call is being returned and I'm being put through to an operator - and then just static again.
At this point, I rest. I spoke to someone from Vodacom today, though briefly and am flushed with success.
(Apart from V3g) I've not had any response from Vodacom in 2 weeks of daily calling/emailing.
I tried again: similarly short wait before they called back (good), automated voice telling me my call is being returned and I'm being put through to an operator - and then just static again.
At this point, I rest. I spoke to someone from Vodacom today, though briefly and am flushed with success.
(Apart from V3g) I've not had any response from Vodacom in 2 weeks of daily calling/emailing.
I have bought a 3G datacard (Quadlite) yesterday for my dad's laptop and am experiencing error 619 in connecting first time. I dialled tech support on 082155 from a Telkom speakerphone this afternoon to resolve the issue and held on for 62 minutes before I hung up ! I returned to the office at 21h00 to see if I would have better luck but call time is now 73 minutes and still no joy. Is error 619 due to congested 3G/GPRS connection or a port problem ? Anybody know which port to open ? Running Win XP Pro with Service Pack2 on HP NX9420 laptop. Card reported as Fusion UMTS on COM5 (not otherwise in use) and modem query is successful. Any ideas ?
jbl said:
It might be the same issue as I recently had: VC delivered the card to our offices, and it would'nt work for two days in spite of us calling the helpline (just telling please be patient - the activation has not propagated yet...)
In the end it turned out that nobody told us we must confirm with VCcorporate that we did receive the unit before they would activate it. Seems as if too many cards got lost in transit.
I guess you might have a similar problem.
chiskop said:
Listened to this call just now.
What actually happened is that the operator said she's going to get a technical person on line, and then she put you on hold. It does sound like nothing is happening but she was talking to one of the guys. Then after a while the call got dropped from your side. I assume you though the line had gone dead and you put the phone down or it was just a 'normal' dropped call.
The solution would be to play a "Your call has been placed on hold" type of message, I think.
So
That's it - and thanks for checking that out. Like you say, there really should be some kind of feedback for the person on hold.
By the way, the closest I get to a 3g connection again today is 619. Still no response from Voda to a problem first reported on 14/06.
Yesterday's consultant told me that an sms that was sent to me onthe 15th would have explained that this was a network problem that some subscribers were experiencing and that Martin someone was working on it. I said that, as I was not able to connect I'd never recieved the sms. Consultant says Yes, he knows that, but if I had received it I would know why I wasn't able to connect.
I hear that - except I got the 36 month bundle.
//edit: Just phoned 082 155 again, asked for call back and received call but was dropped after automated voice that says "This is Vodacom customer Services wada wada. Please hold while we transfer your call to an operator". Now I've just received an sms saying "We were unable to complete your call, please call again if neccessary."
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COSTOMER SERVICE on all our networks are pathetic, if my gprs/3G does not work, i dont even bother calling anymore, coz i know exactly what the operator (who in most cases dont know anything anyway) is gonna tell me. Am very greatful that v3g can check up on this stuff but it is impossible for him to check on every little thing, THEY NEED TO GET OPERATORS WHO ACTUALLY USE THE SERVICES AND KNOW WAT IS GOING ON.