Reply #15: Heh ... try 80 characters

[RoyGBiv]

Each line in the CC screen was 80 characters wide. We were encouraged, in order to keep the database small, to put everything we could about our experience with a customer within those 80 characters.

My mom was a secretary. She taught me "official" shorthand when I was a kid because I was interested. Just learning the logic of it served me well in that job.

NSFT-Y HSI/DWN WIN/RC-/PNG+ 0% TRKRL

This means:

I have determine the customer is authorized to access account information. (Actually, I don't remember precisely the letters used here, which is frustrating. I have a memory for this sort of thing. I think that is close. It was four letters followed either by a "Y" for yes or a "N" for no.) The customer is reporting a network outage with their high-speed internet service. They have a Windows-based computer. The customer has power-cycled their modem and reported no improvement. I have pinged the modem and received positive feedback with zero dropped packets. I have ordered a truck to the service residence to determine the problem.