atcomsystems.ca/forum Forums General General Telephone & Systems Information Number of trouble tickets open at a given time in percentage...I need your input!

Hal,
You bring up a good point I forgot to mention; the age of the equipment.
The oldest system was installed in 2000 and all equipment is new when installed. Over the past five years we average around 100 new locations per year. We did a mass swap out of older non-Avaya systems in '06, about 225 systems.
Some of the other posts hit the nail on the head too...get better installs. For whatever reason, the installs are handled by bean counters with no telecom experience whatsoever. I've told them time and again that the number of trouble tickets is directly proportional to the quality of the installation.
Installs got so bad that I started requiring pictures of all the installs. That was a small win for me...
Nothing aggravates me more than to have several maintenance requests before an install is 4 months old.

I think (hopefully) that the bean counters are starting to realize that a few more beans now will save beans later. Remember the FRAM commercials...

Now as for the LECs, I've seen a decline since working for Ma Bell...that's a soap box for another day.

Year to date I've handled 1330 trouble tickets so that is less than two per location. Maybe not so bad after all...maybe I should ask on average how many tickets should one location have per year?

I'll pass some of this info on to the bean counter managers and see what happens...

Thanks, DT98

You need to track your tickets and break them down by equipment and type of call along with the remedy and duration. For equipment failures, track possible cause of failure… coffee spill, poor installation, power… and costs. A ticket for a bad speaker pales in comparison to a blown power supply in a switch. If you are having problems with one speaker manufacturer, switch to another.

Also if you are growing by 100 offices a year, you need to have a detailed specification for the installation and testing.

Thanks JimmyV,
I've got all that but I can't get the higher ups to implement due to dollars. They do not seem to understand that a higher quality install means less maintenance calls on the back end...
Installations are detailed and specified but I don't think the installers they get want to read.

A ticket for a bad speaker...

As much as I like Valcom no way would I use or recommend powered speakers. Each has an amp and requires power and those are frequent failure points.

You should have zero maintenance on speakers when it's done correctly! The tried and true method is a constant voltage 70.7 volt system which is completely passive AND it's less money. Unless somebody cuts a wire or shoots a bullet through a speaker they will work forever with no attention.

-Hal