Help-desk snafu – Tales from the Crypto

Help-desk snafu

So, I started my new job last week.

I spent much of the first week trying to stop the “message waiting” light from flashing. I knew what I had to do – call the voice-mail system, listen to all the old messages and dump them.

So, I press the button for voice-mail and get an alternating tone. What does that mean? Does it mean I’m in the voice mail system? Does it mean “enter your password”? I have no idea, so I enter my password, and it makes a different beep, so maybe that means “no, wrong password”.

I go to the “self-help” page, and the “phone training” pages. They disagree as to which is the default password. Great.

Now I have to do the thing I hate – I have to call the help-desk. So I call, and I let them know what the problem is. I give them my email account and all the other information that they need.

Finally, I come into work after the weekend, and I think I’ve figured it out. I leave the voice-mail button alone, and dial the voice-mail extension by hand. This time, it says something like “welcome to the voice-mail system, please enter your password”.

Seventeen messages later, fifteen of which are from before I started at the company, I reach the cracker. A message from the help-desk, telling me that maybe my voice-mail button isn’t programmed yet, and detailing the default password. They end by telling me “if you are still unable to access your voice-mail, please call the help-desk”.

I call the help-desk in return, and suggest that when people are having trouble with the phone system, that the phone system is not necessarily the best method of contacting them.

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