Ax061aei Cable Box/DVR
Have two new cable box/DVR's. Very small; about 4 inches square. Main box kept future programs which I had recorded off the previous larger box, although those programs which I had saved are gone. Se...
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since the program to do that ICOMS, isn't used by the first level of support.
Really? Wow. More Tier 1 brain drain huh? Do they just use INAV now?
Nope, they do everything in the MonkeyScript called Solution Center. I think SC was the worst mistake Cox has made. Tier 1 is no longer technically adept, and if you Don't know what you are troubleshooting, then a script isn't going to do any good. You cannot imagine how many times someone was escalated to CAG, for a "Cannot connect to WiFi" problem, but the problem was their MODEM was offline. Because Tier 1 doesn't KNOW what they are doing, they don't know WHAT to troubleshoot or HOW to troubleshoot. SC is a waste of money, AND time, and since T1 no longer understands what they are troubleshooting, even the best script in the world would be useless. A friend of mine in CAG actually had an agent ask him what an IP address was... Really, that right there should answer every question you could ask!
I know someone who works in CAG now. We used to work together in Tier 1. I was actually there when that script was being made I think. I remember the meetings they had trying to craft it and several groups took a crack at it. Never heard it called Solution Center though. Only thing I remember is Knowledge Center which was a Method and Procedure(M&P) database. I used to laugh because next to the search engine it said "powered by google" yet the search function never worked correctly. Sorry for taking the thread off topic.
I think you are referring to Knowledgebase, Leland and myself wrote most of the networking article for it, when I was in Data Tier 2.
