I work as a Telecoms Sepcialist for a large service company that sells, maintains and repairs hospital equipment.
We have many engineers in the UK, and in order to better mannage the support calls when they call in and be able to report on the call stats, I created a a two step auto-attendant.
"Press 1 for the Central Support Team, Press 2 for the Call Centre Team".
The Central Support Team handled paper work, and invoicing while the Call Centre was customer facing and would have install info such as addresses.
After testing and making sure all were happy I pushed it out. I then got a really worrying call.
Service Manager: "The new number options are rubbish. They don't work"
Me: "Ok there might be something wrong - tell me what you experience?"
Service Manager: "This is ridiculous. Whenever I press option 1 I get put through to the Central Support Team. I want the Call Centre."
Me: *pause* Errr ok, that's what it should be doing. Let me check the programming and make some test calls.
I thought I got the announcement the wrong way round with the options. But I hadn't. And called back the manager.
Me: Hi, I just checked and all is working as should be can you try?
Service Manager: Hang on, let me try...
I can hear him put another phone on speaker. He dials, gets the message for option one and two. I hear a button press and he get put through to Central Support.
Me: What button did you press?
Service Manager: One?
Me: But that's the correct option to get to the support team? If you want the Call Centre team you need to press two.
Service Manager: Thats stupid. Why didn't anyone tell me?