Symposium in Law firms

[iptuser]

Does anyone use Symposium in an IT Service Desk role within a Law Firm. I'm having issue with our Service Desk people in that they think they work different to ALL other Service Desks Globally. They are blaming the scripts which are working correctly. We currently set up the script so that the call rings a common number and the call is route to 1 of 5 groups based upon the CLI of the calling extensions- different groups handle different departments/CLI. If the call is not answered within x secs it then looks for a free agent in all of the groups at regular periods in it script- each group's script is identical to the above

How does other law firms work
regards

Wayne

 

[Sympology]

It would make no difference what envoiroment it is used in. If the scripts are correct, then they are correct. One thing to look at when using CLI,is what happens to unrecognised numbers, as this can sometime trip people up.

Stu..

Only the truly stupid believe they know everything.
Stu.. 2004

 

[iptuser]

Stu,

You would think so however that does not seem to get through to these people

wayne

 

[Jimbobp]

flaming lawyers!

 

[pdulfo]

Wayne

I used to be a support manager for a major law firm in the south west. It is ingrained into the culture that law firms work differntly to everybody else. The message that needs to get through is that IT support in a law firm is just a support role to support industry.

It sounds like the support team only like working within there own groups. Therefore if they get a call for another group then of course the system is wrong. And Selective memory from users about how systems were desigened to work is great




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PDulfo aka pdiddy