In the case of this sendmail issue, once I finally persuaded the person who
first answered the phone that an HP3000 is a computer and not a printer,
the engineer who first handled the call admitted he had limited mpe
experience. The engineer who took over from him did seem to really know
what he was doing.

At 12:51 PM 4/14/2003 -0700, Donna Garverick wrote:

>most help desks (the 'rc' first line call handlers, in this case) try to
>achieve high numbers for 'handled by first line handlers'.  (i know it's a
>big deal at longs....)  i'm guessing that now the majority of mpe calls are
>not being handled/resolved by first-line folk and end up going to sr. rc
>engineers or even backline people....because there's no depth left
>:-(                 - d

--
Tom Brandt
Northtech Systems, Inc.
130 S. 1st Street, Suite 220
Ann Arbor, MI 48104-1343
http://www.northtech.com/

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