General IAUG Discussion Forum

In the last few months, I've become kind of frustrated with the Ask Ava feature of the website.  I tend to get links to non relevant topics and when I use a live agent, they simply open tickets for other people to answer later.  When this happens, the process can take much longer than doing it myself.  I've kind of lost hope of finding an expert using this avenue.  

What are other people experiencing using this feature of the support website? 


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Tom Lynn
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Hi Tom,
My experience with Ava is about the same.
When it comes to a live agent, this is a first-line engineer and he himself looks through what is on the subject of the issue in the Avaya database.
We have engineers from Sofia, Bulgaria in the eastern hemisphere. I already know well who specializes in what.
If at night then from the Philippines.


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Ruslan Makrushin
Forum Moderator
Senior System Administrator
Rostelecom Digital Technologies
Moscow
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Original Message:
Sent: 05-24-2022 01:42 PM
From: Tom Lynn
Subject: Ask Ava

In the last few months, I've become kind of frustrated with the Ask Ava feature of the website.  I tend to get links to non relevant topics and when I use a live agent, they simply open tickets for other people to answer later.  When this happens, the process can take much longer than doing it myself.  I've kind of lost hope of finding an expert using this avenue.

What are other people experiencing using this feature of the support website?


------------------------------
Tom Lynn
------------------------------

Original Message:
Sent: 6/16/2022 2:28:00 PM
From: Ruslan Makrushin
Subject: RE: Ask Ava

Hi Tom,
My experience with Ava is about the same.
When it comes to a live agent, this is a first-line engineer and he himself looks through what is on the subject of the issue in the Avaya database.
We have engineers from Sofia, Bulgaria in the eastern hemisphere. I already know well who specializes in what.
If at night then from the Philippines.


------------------------------
Ruslan Makrushin
Forum Moderator
Senior System Administrator
Rostelecom Digital Technologies
Moscow
------------------------------

Original Message:
Sent: 05-24-2022 01:42 PM
From: Tom Lynn
Subject: Ask Ava

In the last few months, I've become kind of frustrated with the Ask Ava feature of the website.  I tend to get links to non relevant topics and when I use a live agent, they simply open tickets for other people to answer later.  When this happens, the process can take much longer than doing it myself.  I've kind of lost hope of finding an expert using this avenue.

What are other people experiencing using this feature of the support website?


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Tom Lynn
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