vB Easy Archive - what is the ANS department?

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what is the ANS department?
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Posted by: A_Santana

would anybody please tell me what is the purpose of the ANS department?

Posted by: Wiggum

advanced network services, data for business.

Posted by: MrAlifEkin

They troubleshoot anything data related to att service. Things like pda's, blackberry, txt, mms, laptop connect cards, email, etc...

Posted by: A_Santana

does any of u guys work in this department? if so how do you like it and how is training?

Posted by: itsmabus

Advanced Network Services.

Not sure, I don't work for AT&T anymore, but I think they perform data-network related support.

I recall there being a CSP article regarding troubleshooting VPNs that required an escalation to ANS. And that was from CDS.

That's all I know.

Posted by: Ced91071

ANS IS CDS for certain types of calls.

Posted by: MrAlifEkin

In 2005-2006 I worked for what was then called ANS (Advanced Networking Services). We supported everything I just stated a few posts back; PDAs, Blackberry, Laptop connect cards, Wi-Fi hotspots, MMS, TXT, and Email (even At&t wireless' OGO devices...ugh). Right before I left that call center (located in Orlando, FL) they changed the name to CDS (Consumer Data Support). Nothing else changed about the department except for the name.

Pay is awful. Exactly what you would expect making at a call center. I was one of the highest paying employees in that department only because I had transfered from a store and Cingular had to compensate me somewhat with what I was making with commission. I was $15.10/hr (still less than what I was making at the store, but I wanted experience in IT). I was making more than people that were there for 5 or 6 years. Average pay was $10-12 per hour. I couldn't take the constant barrage of phone calls and quality assurance crap and transfered back to the store after only 7 months.

Training is for one month, during which they mix classroom training with "shadowing". "Shadowing" you basically sit next to someone and listen to them take calls watching them navigate the 20 different systems they had to use for each call...After the "training month" they throw you to the dogs.

So, to sum it all up, the CDS department is nothing but a customer service position at a call center dealing mainly with AT&T's data devices and services. Very little technical skill is required since you have a system that has guides which walk you through step by step (with screenshots) of how to perform the different functions i.e. setting up email on pdas, configuring mms settings on unlocked devices, troubleshooting connectivity with data connect cards...blah blah blah. The system was called Primus. Think of a much better CSP that actually returns relevant information in it's searches.

If you've worked in a high-volume call center before, then there will be no surprises working in CDS.
There, I hope I've answered all the questions...and more.