Re: which one a Technical Support or Help Desk

On Sat, Mar 3, 2012 at 10:46 AM, Tarig Adam wrote: > I am working for a new Small ISP and we are trying to establish a > center for receiving technical calls and inquires from customers and > the technicians in this center may do some basics troubleshooting. > > What is the suitable title for thi

Re: Spread Spectrum IP Addressing - SOURCE Address Field ROTATED|shifted? Left 2 Bits

On Mar 3, 2012 1:34 PM, "Guru NANOG" wrote: > > Common Misconception > > With Spread Spectrum IP Addressing the 32-bit Source Address Field is > Shifted LEFT 2-bits by the originator of the packet. [ [sneck ]] A unique way to get his two bits in. I trust he remembers to set the evil bit -- fo

Re: is 74.218.84.10 a road runner IP address?

So anyone have a roadrunner contact with some clue? -Dan On Sat, 3 Mar 2012, Alex Conner wrote: According to Whois that's a commercial roadrunner connection, and it falls in one of their netblocks. Plenty of info here: http://bgp.he.net/ip/74.218.84.10 goe...@anime.net

Re: Spread Spectrum IP Addressing - SOURCE Address Field ROTATED|shifted? Left 2 Bits

show some sympathy or hit delete. this is likely a very sad person who needs professional, and i do not mean net geek, help. randy

Re: Spread Spectrum IP Addressing - SOURCE Address Field ROTATED|shifted? Left 2 Bits

On Sat, 03 Mar 2012 13:34:20 CST, Guru NANOG said: > http://NANOG.GURU I knew the ICANN expansion of TLDs would lead to no good... pgpVMBmMlxMkf.pgp Description: PGP signature

Re: is 74.218.84.10 a road runner IP address?

According to Whois that's a commercial roadrunner connection, and it falls in one of their netblocks. Plenty of info here: http://bgp.he.net/ip/74.218.84.10 goe...@anime.net March 3, 2012 9:45 PM ab...@rr.com doesn't seem to think so. -Dan

Re: which one a Technical Support or Help Desk

> The focus needs to be on providing the customer enough self help > tools, wikis, user forums, email support, IVR .. before they even need > to phone your helpdesk and have a human open or work a ticket for > them. i might toss in "a solid reliable working service" randy

Re: Spread Spectrum IP Addressing - SOURCE Address Field ROTATED|shifted? Left 2 Bits

http:// www.timecube.com/ Goes together well.. On Mar 3, 2012 1:34 PM, "Guru NANOG" wrote: > Common Misconception > > With Spread Spectrum IP Addressing the 32-bit Source Address Field is > Shifted LEFT 2-bits by the originator of the packet. >

is 74.218.84.10 a road runner IP address?

ab...@rr.com doesn't seem to think so. -Dan

Re: NANOG Operational TTL Alert for 160-bit Headers (aka IPv4)

On 3/3/12 3:02 PM, Guru NANOG wrote: > Common Misconception - IPv4 is Out of Address Space You couldn't wait just 29 more days to post this? It would have been so much more appropriate. -- Jay Hennigan - CCIE #7880 - Network Engineering - j...@impulse.net Impulse Internet Service - http://www

Re: which one a Technical Support or Help Desk

A newsgroup I used to read a decade back used to call it "helldesk" But seriously, live humans with whatever location or accent, answering an actual phone, are the costliest sort of ticket an ISP has to handle. The focus needs to be on providing the customer enough self help tools, wikis, user fo

Re: NANOG Operational TTL Alert for 160-bit Headers (aka IPv4)

Someone has been drinking the bong water Sent from my iPhone On 2012-03-03, at 5:03 PM, "Guru NANOG" wrote: > Common Misconception - IPv4 is Out of Address Space > > NANOG Operational TTL Alert for 160-bit Headers (aka IPv4) > > The 8-bit TTL field is reduced to 4-bits plus two 11 bits stuck at

Re: NANOG Operational TTL Alert for 160-bit Headers (aka IPv4)

He has a point. The IPv4 exhaustion problem was manufactured by the illuminati to usher in their IPv6 protocol (note the use of the number 6, the number if the beast. Combined with the tuple of source, destination address and protocol type this is 666!). The illuminati want us to deploy IPv6 so

Re: Spread Spectrum IP Addressing - SOURCE Address Field ROTATED|shifted? Left 2 Bits

--- On Sat, 3/3/12, Jimmy Hess wrote: > From: Jimmy Hess > Subject: Re: Spread Spectrum IP Addressing - SOURCE Address Field > ROTATED|shifted? Left 2 Bits > To: "Keith Medcalf" > Cc: "nanog@nanog.org" > Date: Saturday, March 3, 2012, 2:39 PM > On Sat, Mar 3, 2012 at 3:13 PM, Keith > Medcalf

Re: NANOG Operational TTL Alert for 160-bit Headers (aka IPv4)

Someone get this man a Xanax! -Original message- From: Guru NANOG To: nanog Sent: 2012 Mar, Sun, 4 00:01:04 GMT+00:00 Subject: NANOG Operational TTL Alert for 160-bit Headers (aka IPv4) Common Misconception - IPv4 is Out of Address Space NANOG Operational TTL Alert for 160-bit Headers

NANOG Operational TTL Alert for 160-bit Headers (aka IPv4)

Common Misconception - IPv4 is Out of Address Space NANOG Operational TTL Alert for 160-bit Headers (aka IPv4) The 8-bit TTL field is reduced to 4-bits plus two 11 bits stuck at 1 for a long time The new 8-bit fields are: SD11 Packets without the 11 will enter Deep Packet Inspection process

Re: Spread Spectrum IP Addressing - SOURCE Address Field ROTATED|shifted? Left 2 Bits

On Sat, Mar 3, 2012 at 3:13 PM, Keith Medcalf wrote: > Is it April already?  I though April Fools Day wasn't until next month. > I did, I did.  I did see a snake-oil salesman! It sounds like the "IPv3" / "IPv8" guy crawled back out of the woodwork. Yeah, April fools is next month, but that's f

RE: Spread Spectrum IP Addressing - SOURCE Address Field ROTATED|shifted? Left 2 Bits

Is it April already? I though April Fools Day wasn't until next month. I did, I did. I did see a snake-oil salesman! --- ()  ascii ribbon campaign against html e-mail /\  www.asciiribbon.org > -Original Message- > From: Guru NANOG [mailto:nanog.g...@gmail.com] > Sent: Saturday, 03 M

Re: which one a Technical Support or Help Desk

At a Small-to-Medium ISP I worked for, they went through structuring changes like this all the time. But the following seems to be the best setup: First was "Customer Support" which dealt with billing and basic instruction (setup mail clients, reset passwords, etc). Second tier was "Customer D

Spread Spectrum IP Addressing - SOURCE Address Field ROTATED|shifted? Left 2 Bits

Common Misconception With Spread Spectrum IP Addressing the 32-bit Source Address Field is Shifted LEFT 2-bits by the originator of the packet. That Folds the IPv4 Legacy Address Space into 1/4th tsize table The lost 2-bits are stored in the Right-Most 2 bits of the 32-bit field and in other pla

Re: which one a Technical Support or Help Desk

On Sat, Mar 3, 2012 at 7:34 AM, wrote: > Which is OK, if that's your business model.  I know a few small ISPs that > are making a comfortable living selling repackaged DSL plus handholding. > In the case I was thinking of, a small Techsupport group answering questions about 'How does my customer

Re: Common operational misconceptions

On 03/03/12 00:33, Mukom Akong T. wrote: On Thu, Feb 16, 2012 at 4:46 AM, Michael Sinatra wrote: ULA is the IPv6 equivalent of RFC1918 Michael, could you explain this a bit more? In the sense that : a. Anyone can use ULA pretty much as they wish without having to go to their ISP or RIR - sa

Re: which one a Technical Support or Help Desk

On 3/3/2012 11:48 AM, Faisal Imtiaz wrote: > Touche! > > Being in South Florida, (heavy Latin & Spanish accents) and having > customers in Alabama, Tennessee (Heavy Southern accents) etc, we have > had to "Tune" our ears as well as our Accents, including carefully > choosing our words... Ye

RE: which one a Technical Support or Help Desk

> -Original Message- > From: Faisal Imtiaz > Sent: Saturday, March 03, 2012 7:58 AM > To: nanog@nanog.org > Subject: Re: which one a Technical Support or Help Desk > > > > Especially if a human answers promptly without a horrible accent... > > > > Jeff > Like a heavy Southern Drawl ? >

Re: which one a Technical Support or Help Desk

Funny u mentioned Charter, had to call in a support ticket to them this morning. ( Cable down, due to yesterday's nasty storms). Having no accent is always preferred, but not possible. And as to Automated service... we see two kinds of folks... Ones who have a preference for self service, and

Re: which one a Technical Support or Help Desk

Touche! Being in South Florida, (heavy Latin & Spanish accents) and having customers in Alabama, Tennessee (Heavy Southern accents) etc, we have had to "Tune" our ears as well as our Accents, including carefully choosing our words... It is not uncommon for us to have a new support Re

Re: which one a Technical Support or Help Desk

On 3/3/2012 10:57 AM, Faisal Imtiaz wrote: > >> Especially if a human answers promptly without a horrible accent... >> >> Jeff > Like a heavy Southern Drawl ? Oh yeah, y'all :) The major point was a "human" answering, at least my home ISP (Charter) has this unbearable voice response... in annoyin

Re: which one a Technical Support or Help Desk

On 3/3/12 9:57 AM, "Faisal Imtiaz" wrote: >>Especially if a human answers promptly without a horrible accent... >> >>Jeff >Like a heavy Southern Drawl ? Saah, Ah resemble that remahk! :^) I think no matter where you're located, having a tech support rep who speaks your language with an accent

Re: which one a Technical Support or Help Desk

Especially if a human answers promptly without a horrible accent... Jeff Like a heavy Southern Drawl ? :) Hope you realize that this list a Global list, and not everyone is talking about "US Only". Cheers, Faisal Imtiaz Snappy Internet& Telecom

Re: which one a Technical Support or Help Desk

-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 On 3/3/2012 10:34 AM, valdis.kletni...@vt.edu wrote: > On Sat, 03 Mar 2012 07:04:52 PST, JoeSox said: >> Go with 'Technical Support' unless you want to take all sorts of calls >> with end users wanting help on operational training issues. >> THIS DOE

Re: which one a Technical Support or Help Desk

On Sat, 03 Mar 2012 07:04:52 PST, JoeSox said: > Go with 'Technical Support' unless you want to take all sorts of calls > with end users wanting help on operational training issues. > THIS DOES HAPPEN! Which is OK, if that's your business model. I know a few small ISPs that are making a comfortab

Re: which one a Technical Support or Help Desk

Go with 'Technical Support' unless you want to take all sorts of calls with end users wanting help on operational training issues. THIS DOES HAPPEN! -- Thanks, Joe On Sat, Mar 3, 2012 at 6:56 AM, William Herrin wrote: > On Sat, Mar 3, 2012 at 2:46 AM, Tarig Adam wrote: >> I am working for a ne

Re: which one a Technical Support or Help Desk

On Sat, Mar 3, 2012 at 2:46 AM, Tarig Adam wrote: > I am working for a new Small ISP and we are trying to establish a > center for receiving technical calls and inquires from customers and > the technicians in this center may do some basics troubleshooting. > > What is the suitable title for this

Re: which one a Technical Support or Help Desk

You can always call it HelpDesk/Technical Support They both mean the same thing, but create a different feeling in the minds of the customers. Helpdesk is typically perceived to be gentler (more informal / more flexible) providing support on a wider range of technical issues. Technical Support

Re: Common operational misconceptions

On Thu, Feb 16, 2012 at 4:46 AM, Michael Sinatra wrote: > ULA is the IPv6 equivalent of RFC1918 Michael, could you explain this a bit more? In the sense that : a. Anyone can use ULA pretty much as they wish without having to go to their ISP or RIR - same for RFC1918 b. In order to get to the pub