Message Summary
- Discontinuing Live Call Transfer process in North America for global consistency.
- Product specialists will select Service Requests for callback from work group queues.
- Effective on Monday, October 5, 2009 at 10:00am EDT.
Today, Sun Software Technology Service Center (TSC) customers with Premium Software Support contracts and a Priority 1 (Server down) issue can request that their call be transferred to a support engineer. In these situations, customers are routed to engineers on 'Live Transfer' duty who may not be familiar with the product in question. In these cases, a callback is arranged with an engineer who knows the product.
 | Effective Monday, October 5, 2009 at 10:00am EDT, the Live Call Transfer process will be discontinued in North America. Priority 1 Service Requests will instead be routed to a work group queue, where a product specialist will pick up the Service Request and call the customer. |
Discontinuing the Live Call Transfer process will ensure customers are contacted by an engineer capable of handling their issue within 15 minutes of the service request being opened for Priority 1 issues from Premium and Premium Plus support customers.. The Callback Task process has already proven to be successful in Europe and APAC, and we expect similar results in North America.
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