I had a call drop into my support teams group late one evening & I took the call as it was one of my less clued up (despite enough letters for two whole alphabets after her name) users in one of my supported building.
The call read as follows:
"Ya**in is in Spain on a audit, every time she tries to dial in for remote access, she hears the "engaged" tone. Please contact on her mobile phone & assist user with connecting via Remote Access".
I sent her an e-mail (typical BOFH attitude), stating that if she was hearing the "engaged" tone,
that perhaps she might want to :
1 - Wait until other remote users dropped their connection.
2 - Identify who she wanted me to kick off the remote access server so she could take their place (I didn't have those powers, but no harm in letting her think that).
3 Check that she was in fact dialling the right number.
I closed the call with a note that Level one support should have stopped this one at the first hurdle.
She never followed up my e-mail, on her return to site, though she did log other classic calls such as this classic Remedy Request & subsequent phone call:
"My printer isn't printing out"
Are the lights on & any flashing error lights?
Yes & No
Have you checked the printer cable between the docking station & printer?
Have you reseated the laptop & docking station.
So I walked down to 225 (in the pouring rain on a winters afternoon IIRC) & strolled into PQA (nice bunch of ladies, aways trying to poison me with weird& exotic chocolates from their jollies.....I mean overseas QA trips, their sole male manager had his own office with shutable door inside the department seperating him from this gaggle of 5 women & understandably rarely came out, except for meetings, bog breaks, his own jollies overseas or to go home).
A quick examination discovered an "air gap" of some 3 feet from the end of the printer cable & the printer itself, moving the printer closer & reconnecting the cable resolved the problem.
Cable was disconnected love, thought you said you checked the cable
"But it was connected"
No it wasn't
"Yes... but no... but yes.... but no.. but yes" in true Vicky Pollard (she was oblivious to the character) style only in a Indian accent, before conceding defeat..
PH because we have all been there.