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General : Q 02-2009  
     
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 Message 1 of 14 in Discussion 
From: MSN Nicknamebellhead1967  (Original Message)Sent: 1/9/2009 2:45 AM
Does anybody remember reading "1984" many years ago??
Big Brother is out there.

Qwest
1801 California Street Room 4520
Denver, Colorado 80202
Labor Relations Human Resources

Notice of Electronic Data Gathering �?Remote Tool �?CUID Look-Up
January 2, 2009
RE: NOTICE OF ELECTRONIC DATA GATHERING �?REMOTE TOOL �?CUID LOOK-UP
Dear Mr. Roberts and CWA Local Union Leader:
This letter shall serve as notice, pursuant to the Letter of Agreement titled, Electronic Data Gathering of the collective bargaining agreement, regarding the introduction of a new system capability that allows for remote access into call center employees�?desktops to view the time of login at each employee’s work station, when necessary.
Effective as soon as practical following this notice, the Network and Mass Markets organizations plan to utilize a Qwest desktop operations tool (referred as Remote Tool �?CUID Lookup) that provides a new capability to assist management in determining the login time of call center employees when they start their work tours, in the event that a system issue causes a delay recording the login time captured through Avaya system. This tool provides Scheduling Managers and/or their supporting Data Specialists who monitor for schedule adherence, the capability to remotely access the employee’s work station and determine the start of tour login time for the agent whose CUID is input into the tool. The tool itself does not store historical data and can only return the last login time on record.
Occasionally, when a tardy notification is provided to employees, some have requested management to re-check the login time, as many perceive they attempted to login on time as scheduled but due to a delay in the system boot-up or other desktop processes required at login, that data capture by the Avaya system is somewhat delayed and causes the login time to appear as tardy from the employee’s schedule. By pressing “ctrl+alt+del,�?the actual login time (prior to the time captured by Avaya) can be viewed to assess whether the tardy occurrence is legitimate or whether they were system issues that may have contributed to the delay. However, this function must physically be performed at the employee’s work station.
With introduction of the Remote Tool �?CUID Look-Up tool, a similar function of determining the login time can be viewed, much like pressing “ctrl+alt+del�?but this new capability can be performed remotely by Scheduling Managers and/or their supporting staff to determine the login time without the need to physically go to the employee’s work station.
Sincerely,


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(1 recommendation so far) Message 2 of 14 in Discussion 
From: HalJordanSent: 1/9/2009 1:34 PM
I had a similar discussion regarding this with one of my former bosses.

He told me that I must be ready and able to take calls at the beginning of my shift. I politely explained to him my shift started at 8:00 AM and at that time, is when I log in ,and the computer being a PIII 800Mhz and 256 Mb Ram takes 5-10 minutes to boot up and open all the applications. I then told him politely that I would be ready to take calls at approximately 8:10.

I offered as a viable alternative to start my shift at 7:50, so that at 8:00 I would be ready to take calls and either leave 10 minutes early at the end of my shift or charge 10 minutes of OT each day.

I also offered that if he could provide me with a better computer with a faster processor and more memory that the boot up time would be shortened dramatically and therefore accomplishing both of our goals.

These ideas had never occurred, to my now stupefied boss ,and he said he'll think about it and get back to me. 2 years went by and I never heard from him on these issues again.

My point is when confronted with issues such as this, if you can offer good, sound alternatives most of the first levels will simply short circuit and defer to their boss with the " I'll get back to you" and turn and walk away.


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 Message 3 of 14 in Discussion 
From: MSN NicknameRusty_towerSent: 1/9/2009 10:29 PM
There is 2 ways that they can do this.

One is be accessing the documents and setting's directory to look at your cuid profile. T hey can look at the properties which will tell you the last time it was modified. You should be able to look this up by clicking on my computer : c : documents and settings: ---- this will allow you to see all the cuids that have logged into your computer and what time they logged in. This includes login's via remote desktop. make sure you have viewing hidden files enabled.

The other is via the windows active directory. This is called a gather. It shows the time, ip address, and the computers that you have logged . Normally it goes back 10 logins.

These times could differ by how long the system takes to boot from day to day. For example if there was a code push the night before. If your computer was totally shut down it will also take longer to boot up and get the sign in screen. Then you have to wait until the profile script runs. This could be a 10 minute process.

Hope this helps. I love when the company pays for my computer class's

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 Message 4 of 14 in Discussion 
From: MSN NicknameRusty_towerSent: 1/9/2009 10:31 PM
Another thing to be aware of is that they will compare this to Avaya CTI and CMS reports. CMS can tell them everything that you do on the phone including who hangs up the phone first.

There is another program called NICE that records screen shots of everything you do on your computer along with recording the calls. Press ctrl-alt-del and look at your task manager.

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 Message 5 of 14 in Discussion 
From: HalJordanSent: 1/10/2009 2:50 AM
Before working here I used to install the NICE systems along with entire Avaya, Lucent, Bell Labs product line.

You could set that NICE system to record randomly or to record every call from every person, and you get both sides of the conversation. NICE also records screen shots of what you were doing at the time of the call.
So the boss can see if you were playing solitaire while pretending to answer questions from people on the phone.

"This Call May Be Recorded For Training Purposes"

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 Message 6 of 14 in Discussion 
From: commchiefSent: 1/10/2009 8:00 AM
Not only are they out there, they've just started doing it! I asked a scheduling manager when the "new" policies would go int effect, and was told probably Monday(Jan. 12th, 2009), but surprise! 3 people, on just my team of under 20, got tardies today! One person went over his break by 31 seconds so it was rounded up to show 16 minutes! Yesterday, you had a 4 minute "grace" period approximately, which the company says we never had, to 31 seconds and you get a tardy occurrence! On top of the fact that the goals have been RIDICULOULSY high, AND they're now charging us tax on any award we get, AND SC's got their first raise in 10 years, of .52 cents an hour, but have to pay $42.00 more health care not to mention the co-pays going up..........sounds like they want to get rid of us you know? Time to rename the company to BEND OVER!!!!! 

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 Message 7 of 14 in Discussion 
From: pnb is meSent: 1/10/2009 5:01 PM
 
This sounds like the system that was in place when I was a directory assistance operator in '73.  Even then the company had the ability to see when you came to work, ready to work by plugging into the board.  Yes, you were tardy if you weren't plugged in taking calls at the start of your shift, at the end of your break... the load dictated the number of people who had to available.  Having calls in queue was forbidden, because that meant people weren't being served when they needed service.  It may seem extremely anal on the part of the company to do something like this, but it came about because far too many customers are waiting, there were a few employees who abused their start, break and lunch times, remembering to return on time.  They are squeezing as much cost out of the business as possible to the point of ridiculous, shifting costs on a variety of things, ie health insurance.  But the health insurance issue was well publicized during contract negotiations, not just once, but twice.  Nothing change from the first offer to the second go round and it was ratified.  Collectively, we have agreed to that cost shift.    With the increase in healthcare costs, gas, etc. this contract provided no real increase in wages.  The monitoring of all employee activities and how they choose to deal with the results will probably end up costing them more money than what they'll save.  Work smart.  Make sure you have a steward present at any and all discussions around productivity, attendance (tardies), performance... any issue.  Preface any request by your manager with "Will or could anything we talk about be used for disciplinary action?"  If the answer is yes, ask for a steward and let them know when the steward is present then you'll have the meeting.  Weingarten, Weingarten, Weingarten.  Then file the grievances.  Keep statement of occurance forms at your desk so you can fill them out.  Every member of your crew ought to have at least two or three blank ones.  Again, fill them out and file them with your nearest steward.  Get the tracking numbers and follow their progress.  These actions will end up costing the company more in lost time and wages than they ever dreamt of.  Use your union to get the results you want and need.

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 Message 8 of 14 in Discussion 
From: disgruntledtech1Sent: 1/10/2009 9:57 PM
where can we get these "statement of occurance "forms from?are they available @ the hall?

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 Message 9 of 14 in Discussion 
From: MSN NicknamePHOENIXPHONEMANSent: 1/10/2009 10:19 PM
Here's a form.....if all else fails......save it to your computer an you should be able to edit it and put in your local.
 occform.pdf  

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 Message 10 of 14 in Discussion 
From: MSN NicknamenonymouseSent: 1/11/2009 3:35 AM
here is the answer fromsome fellow employees and mullet head stewarts. do waht you need to do. If a tech it pays well. Just show up early stock the truck drink coffee. Then ready for the day. Me union stewart ujnion time as needed to protect ur lazy asses. I come early stay ;ate and stock on my time. best job i ever had. Almost like semi cox management.

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 Message 11 of 14 in Discussion 
From: MSN NicknameChandalar2Sent: 1/11/2009 4:07 AM
I may be mis-interpreting your message as it's a bit difficult to translate, but if you are doing company work on your own time, it's a violation of company policy which they so ardently guard against as they are afraid of the labor board or being caught not paying for work done.

They even threatened us with disciplinary action if they caught us doing what you describe, so I would cease and desist. Not to mention what kind of precedent this sets - working for no pay just so you can keep your job. It also skews the numbers so an honest fellow worker will take the hit for you because he can't make his numbers in the same time you do -


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 Message 12 of 14 in Discussion 
From: MSN NicknamenonymouseSent: 1/11/2009 4:44 AM
Yes threaten of course. But wink ok. A running truck out of the crew room door to run to in the morning. after the few minute meeting in the morning. MIRALE. The crew union stewards truck inclided. That is hat set me the most off. Union steward we need to do what is needeed.

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 Message 13 of 14 in Discussion 
From: MSN NicknamenonymouseSent: 1/11/2009 4:58 AM
They care nothing about accurate time. Boot times on some of the computers take forver. Get there ahead of time and just do it and be available at start time. Sort of like management. You are well paid suck it up we have 1,000 more in waiting. Plus union knows it. u leave another new union paying member replaces u so good night.

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 Message 14 of 14 in Discussion 
From: MSN NicknamePHOENIXPHONEMANSent: 1/11/2009 6:42 AM
Typical management mentality or some really good drugs? 

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