Improving Customer Serice - The old PBX is not old

Improving Customer Service

This year @ ACC2010 I wanted to improve the way we handled telephone calls and tracked requests. You see, each year, we put together 8 networks, 125 locations, 500 computers, 1000’s of wireless users, and make this all happen at one of the largest convention centers in the US. This year we are in Atlanta @ the George World Convention Center and the folks at CCLD handle the technology. We knew we had the center, partners, and people to help us step up our game.

We pretty much spend the year before handling all the logistics and nailing down requirements for it all. So once we are on site, we make it happen, and had tracked calls the old fashion way. Pen and Paper. This year we rolled our own portable PBX and contact system. We used an Asterisk based PBX via a cool ISO called PIAF or “Pbx in a flash”, Aastra handsets, and VOIP providers and local analog lines. We also used an open source CRM called “SugarCRM”.

What we Got!

Portable PBX supporting IVR and Queues

• Instant telephone system for 10 users
• Time of day routing, Queues, and custom prompts
• Voicemail and email notifications
• CRM tracking of all requests
• CRM reporting of all requests
• Improved customer service – Less chance of someone falling through the crack

Did it work?

Yes. Worked great. Dave got on site a week before the meeting started and got working to get our mini Network Operations Center (NOC) office setup and running. He received 4 skids worth of equipment, worked with the center and prime contractor (GES) to set the room, complete with desks, conference table, etc. Basically a working office away from home. Then Dave rolled out our tried and true network consisting of a pair of Cisco ASA5510 firewalls, switches, and access points. We utilize the centers network and access points as it is a comprehensive network built into every part of the center, but we augment several VLAN’s with our own private network in order to create a secure and private network for our own use. We then use a corporate VPN strategy to get critical offices connected back to HQ.

I rolled in a few days later and got the VOIP network setup. As Dave already had the network setup, I simply plugged in the server, handsets and bingo, we were online. I had already setup and tested in our lab back @ HQ, so I was pretty sure it would work. I did need to update the code on an analog gateway on site, but that was pretty much it.

We then started to receive calls and Chad, our lead helpdesk guy, used CRM to track requests, changes, and support issues. Overall, it went great, and we expect to use it for ACC2011 in New Orleans. Maybe with another team so more folks providing service for the meeting can take advantage of it.

VMWare Esx4 U1 upgrade and HPIM Hoses You

OK. So you got ESX 4.0 and want to upgrade to ESX4U1. You better see http://kb.vmware.com/selfservice/microsites/microsite.do?cmd=displayKC&docType=kc&externalId=1016070&sliceId=1&docTypeID=DT_KB_1_1 before you upgrade, or you may end up with a hosed node.

Its because the upgrade may fail and when you reboot your node, it will come up bad. They big thing is to put it in Maint mode, uninstall the HP Insight Management Agent, reboot, install the U1 or install all updates from update manager, reboot, then install the latest HPIM agent.

It seems like a lot of time, but you can run through them pretty quickly, and if you use the enterprise version with VMOTION, it really does not matter. You simply move any running VM's to another server, upgrade it, and put them back. I upgraded 4 servers hosting about 60 VM's, in about two hours. BAM!

Asterisk PBX Flavor - PIAF

Here is a very good Asterisk flavor called "PBX in a Flash" or Piaf. It takes a bit of mystery out of setting up a Asterisk server.

Piaf is a turn key ISO install based on CentOS 5. So if you have hardware that can run CentOS 5, then you can have a PBX.

See http://pbxinaflash.net

Also Check out http://nerdvittles.com/ for a technobabblelog of everything PIAF.

Nothing But "Net"

ok. So the folks helping plan, organize, and deliver the meeting are awesome. If the product is no good, and the technical support is bad, then it is all a moot point. With SmartCity, that is not an issue. The SmartCity operations team is very good and top notch. Lead by Mohamed, Brandon, and Danny, SmartCity provided the College a well designed and supported solution and that enabled us to deliver a great educational experience to our attendees.

ACC09 was a terrific experience for the ACC NOC team. With 8 networks, 92 locations, and hundreds of computers delivered, setup, and installed within 5 days, SmartCity had their hands full. But they have a terrific process. More than 90% of the network drops were already installed and operational when we arrived. This is very good and I wish more convention and conference centers did it this way. What about the last 10%, where there are changes that occur with a meeting of this size, and there are also simple mistakes made by ACC or SmartCity. However we had great teamwork and when an issue came up, no one argued over it, we just worked on getting what needed to be done - done! It was great.

Below find Mohamed and Danny. Both great guys and we had a good time working with them and their entire team.


Mohamed Rashad


Danny Thomson

Its all about customer support @ OCCC

Word on the street is that ACC09 was very successful. Everything I saw confirms this. I heard attendees, faculty, and leadership were pleased with the meeting and our conference was well covered by the media. I read several news articles, viewed TV stories, and saw numerous web articles.

This is great for the ACC. We are here to provide education and everyone did a terrific job down in Orlando. A key reason we did so well is we had great support from the Orange County Convention Center (OCCC) and two people in perticular - Frank Loyke and Sarah Merrill.

Frank is our main POC for SmartCity Networks (SCN) and SCN provides network, internet access, and telephones for the OCCC. We started working with Frank back in 2008 and worked out a comprehensive network design that would support our activities during the meeting. That ended up being 8 networks in 92 locations. Frank was terrific and instrumental for our success in the planning and implementation of everything. Frank is a great event coordinator for SCN and a terrific advocate for the center. We really enjoyed working with Frank.

Our meeting planners work many years in advance and have many of the relationships in place and know everyone. The NOC team rolls in about one year before the event and starts to figure things out and who does what at the center. These usually are at large meetings with 20-30 people present and we figure out who does what. At our last site visit before the meeting, we met Sarah.

Sarah is our main POC for the OCCC and is our hidden hero. Sarah knows everyone at the center. Not only does she know who to call, she called them and followed up to ensure that everything we needed was taken care of. And I mean everything, but particular the power team. We use alot of power all over the center and it needs to be well coordinated with the Internet guys @ SCN. Sarah was all over the place running around on her stand up scooter. All the while zooming around talking on a cell phone or radio. And smiling at the same time. Sarah did a terrific job, is an excellent advocate for the center, and we enjoyed working with her.

Both Frank and Sarah are fine examples of great customer service and finding out ways to get it all done and make the customer extreamly happy. We are very happy!