Moderators and Users

[rogerg]

So, how will these forums be moderated exactly? Will Tier 3-4 Engineers be required to monitor and respond? If so, will there be a TAG or other indicator the response is from a Moderator?

Also, what about normal users / customers that provide accurate answers to technical questions...will they receive some sorta VIP status?

[jharling]

Depending on whether the post has been responded to or not, about 24-48 hours will pass and the Moderation team will step in to try and answer the forum user's question. If they can't reply with an answer from the web (existing knowledge, documentation, information, etc.), then a web service request will be built on the customer's behalf and routed to a team of engineers in the Backbone. They will open the SR which links back to the post in question, respond to the best of their ability or request further information from the customer. Either the question is resolved and the SR is closed or the Engineer may request that the user contact AGS for further assistance if it is something too difficult to solve here.

Does that make sense?

[rogerg]

I think so. So, it looks like the goal is to quantify / process track issues...so that no AVAYA official response is outside of what is documented or if it is, the issue gets resolved and documented for the next time. ....hmmm, good idea.