We all fall down.

Because I'm still training, I don't get my lunch break until 2pm. It makes for a real short afternoon and isn't too bad except that it messes up my feeding schedule. I'm generally eating only one meal a day.

Anyway, on this particular day, shortly after coming back from my lunch, things went south. The Bank experienced a problem with the teller system causing users to go off-line. Our call volume went through the roof and stayed that way. At one point, we received a pop-up message from the Function Desk saying that the system "Should be back up in 10 to 15 minutes". Of course, that didn't affect the call volume.

As that deadline came and went without resolution, we received another message from the Function Desk: "If you get a branch on the line and they ask you how long it will take the system to come back up..... DO NOT TELL THEM 10-15 MINUTES..... YOU'RE NOT THE SUPPORT GROUP.... STOP IT IMMEDIATELY BECAUSE USERS ARE CALLING BACK STATING THAT THEY WERE TOLD 10-15 MINUTES."

But, wait. Didn't you just tell us that it should be up in 10 to 15 minutes? Don't you give us this information so that we can pass it on to the users who are clambering for just this kind of information? This problem came at the end of the day and the tellers needed to balance their drawers. They needed to make a decision as to whether they should stay after closing time 10 or 15 minutes to get the systems back up and balance things or just assume that it wasn't going to work at all and go to their backup procedures.

Now, that having been said, I rarely believe these ETA messages anyway. Usually they are based on the mistaken belief that a simple reboot of the servers will resolve the issue. In my experience, that is seldom the case. Whenever I give out these ETAs I do so with the qualifier that support says that it SHOULD be up in X-amount of time. I also usually say that if it's not they the user's are just going to need to continue with the specific interim procedures I've just given them.

Ugh. In any case, I took over 80 calls for the day, half of them in the last hour.