jbg@qualcomm.com (Jeff Gehlhaar) (10/23/90)
This is a posting for a friend who does not have network access. He works in at a techinal support center here in San Diego. They are looking at getting some software package that is either standalone or coupled with a relational database (Sybase, Oracle, Ingres etc). He is considering 4GLs like Progress as alternatives. The questions: is there software already out there tailor-made to help such a group to better manage their calls, call history, problem resolutions etc? If not, is he better off writing his own in some 4GL, such as Progress or some database? Has anybody done something like this before? Any suggestions? Any known pitfalls? Any help, advice and pointers would be appreciated. Mark may be reached via voice phone at (619) 458-5466 during business hours. I may be reached via email. Thanks in advance for any information. Jeff Gehlhaar Systems Programmer Qualcomm Inc., San Diego jbg@qualcomm.com, gehlhaar@nike.qualcomm.com
felps@convex.com (Robert Felps) (10/23/90)
In <1990Oct23.021839.20788@qualcomm.com> jbg@qualcomm.com (Jeff Gehlhaar) writes: >The questions: is there software already out there tailor-made to help >such a group to better manage their calls, call history, problem resolutions >etc? Sorta! There are several packages, ASK SERVICE-MAN IBM (IT'S BIG AND RUNS ON BLUE, PERIOD, BUT IT IS THE BEST!) Several companies have written packages around RDBMS. Unfortunately I don't know the names of the packages or companies. > If not, is he better off writing his own in some 4GL, such as Progress > or some database? Depends on what functionality he wants. > Has anybody done something like this before? Yes. Home grown using ksh menus and /rdb running on a Convex. I know the Convex was for crunching numbers but we needed a database for call handling and the Convex was there for comm. software porting. > Any suggestions? Any known pitfalls? Don't try to solve all the problems. Make it simple and fast. Also make it modular. Have a system for each of the following, calls - on the phone questions problems - extended questions/calls that req. more time to solve bugs - problems which require hw/sw/doc changes A call is opened for every phone call recieved. A problem report is opened if the problem is not immediately solvable. The organization has to define immediate. A call may open a problem and/or bug. The tough part is keeping a usable database of questions/problems and answers/resolutions. I am currently looking into text retrieval systems for the exact problem. >Any help, advice and pointers would be appreciated. Mark may be reached via >voice phone at (619) 458-5466 during business hours. I may be reached >via email. Thanks in advance for any information. >Jeff Gehlhaar >Systems Programmer >Qualcomm Inc., San Diego >jbg@qualcomm.com, gehlhaar@nike.qualcomm.com