Tuesday, April 24, 2007

crisis bridge protocol

When dealing with outage situations, it is important to establish a clear bridge protocol for the participants. Hopefully, you won't have to go through these on each call as this will contribute to your MTTR (remember, you are in an outage/crisis situation).

a> one person speak at a time
b> identify the lead (hopefully you !)
c> people mute when not speaking
d> people not put you on hold (most PBXs will play music for the rest of the participants)
e> mute if you want to have a sidebar conversation
f> remember, if you go to sleep, you will be spotted because of your snoring
g> no calling from a cell phone (or c becomes very important)
h> establish clearly the participants and their role/what function they represent

Traditional conference bridges are slowly evolving into a multimedia facility - IM session in parallel is becoming commonplace with Netmeeting/Livemeeting quickly following. At Qwest, it was nice to have the facility to dial into an 800 number and then select a sub-bridge (option 1..9). That way, the main bridge team could quickly branch sub-teams off without confusion and avoid wasting time on communicating bridge numbers.

Separate out from the start a management bridge, customer bridge and the technical bridge. Chaos ensues if you mix them all into one.

Just my two minutes of brain dump .. will add more as I flesh this out/collect my thoughts.

No comments: