By: David Currier On: December 17, 2014 In: Interactive Intelligence Comments: 0

If you’ve ever experienced a call center upgrade, you will certainly appreciate the humor of our very own  “‘Twas the Night of the Upgrade” (brought to you by David Clark, David Currier and Ruth Lochary). Our apologies to Clement C. Moore.

‘Twas the Night of the Upgrade when all through the center
No calls were incoming, no agents could enter;
The clients were installed on each desktop with care,
In hopes that my engineer soon would be there.

The agents were nestled all snug in their beds;
While visions of holiday pitch-ins danced in their heads.
The Project Manager had coffee, I had the snacks,
And we both settled down for a night with no nap.

When down in the server room there arose such a clatter,
I sprang from my chair to see what was the matter.
Away from the center I ran like The Flash,
Threw open the door and saw something smash.

When what to my wondering eyes should appear,
But a steady and calm CIC engineer,
With laptop unpacked and booting up quick,
I knew in a moment it wasn’t St. Nick.

He was running diagnostics to check the throughput
To be sure that our network would not be kaput.
A wink of his eye and a twist of his head
Soon gave me to know I had nothing to dread.

More rapid than sound, his fingers they flew,
He whistled and smiled, he knew what to do:
“Now power, now BIOS, now Windows, and login,
Passwords and IP’s are all in my noggin.
Servers are booting, it’s soon time to test.
Go back to your chair, I’ll take care of the rest.”

He spoke no more words but went right back to work,
He published the handlers, and did his best “Kirk”
“Production is running,” was the word from the sage,
His laptop now closed, he ordered, “Engage!”

He left for his cubicle, to our team gave a whistle,
And away we all flew to write our post-cut epistle.
And I heard him exclaim ere his leaving drew nigh–
“Do… or do not. There is no try.”


Happy Holidays from our CPI family to yours!