May 8th 2007 Marcel de Bas, missing result Ahrens?
VISHARMA: Thank you for calling Thomson Prometric GHD, This is VISHARMA, may I have your name and center number/site code please? Is this a new issue or is there a ticket number?
You: Hi, this is Tomi, STN10037...E in this case. Old issue, related to ticket#...
You: 2940759
VISHARMA: May i know the ticket number ?
VISHARMA: ok please wait..
You: in the aftermath of the incident, Marcel de Bas contacted us on Monday that there were results missing from one of the Cache Proxies
You: he wrote again today
VISHARMA: ok please wait..
You: ok
VISHARMA: please wait..
You: ok :-)
VISHARMA: thank you
VISHARMA: For STN10037A how many candidates were testing on 5may ?
You: this is about stn10037E
You: we had a room full with bulk registration candidates: 15
VISHARMA: ok
You: do you want the rooster?
VISHARMA: no please wait..
VISHARMA: Please reload the cache proxy and ADMIN for STN10037E
VISHARMA: as 1 candidate's result is still in queue..
You: hehe. I wish I could, that's why I contacted you in the first place
You: which candidate is it?
You: Ms Ahrens, ETS ID 2743647 could not take the test because her WS failed to restart after the first Cache Proxy failed
VISHARMA: let me check..
VISHARMA: Do you have the confirmation number and the full name of the candidate
You: Ahrens, Christina
VISHARMA: This candidate has been rescheduled..
VISHARMA: and the other appointments have been uploaded...
You: yes
You: so, you do have all results?
VISHARMA: yes
VISHARMA: Is there anything else I can help you with?
You: can you ask marcel de bas why he wrote us today that there is another test candidate result missing?
You: he wrote this about Ms. Ahrens yesterday, and today he wrote again that there's another result missing...? There were two Cache Proxies in the room.
VISHARMA: you can reply him and tell him that you contacted helpdesk and confirmed that Ms Ahrens results have not been uploaded as candidate was not able to test
VISHARMA: And the candidate has already been rescheduled
You: but he claims that there is *another* test result missing...?
VISHARMA: we cant find any other result
VISHARMA: missin*
You: this is his first email on monday:
Dear Test Center Administrator,
> Thank you for your help with delivering the TOEFL iBT exam on 05/05/2007 at centers STN10037D and .STN10037E
> Unfortunately, our records show that centers STN10037D and STN10037E did not transmit all of the candidate data back to ETS successfully. In order for ETS to score the tests for these candidates, we need you to load the caching proxies software on the same computers that where used during the 05/05/2007 test administration. Loading the Cache proxy will transmit the missing data, and will allow your students to receive their scores. In order to prevent a delay in the candidate receiving their results, and to lessen the risk of data being lost, we ask that you do this as soon as possible.
> Please refer to the attached document for instructions on how to start the cache proxy. If you encounter any problems, please contact the Prometric Helpdesk for assistance.
> Thank you for your assistance,
>
> Marcel de Bas
> Global Help Desk Level2 Engineer
> The Netherlands
> Prometric
You: we made clear that ms ahrens results were missing and he was ok with that, rescheduling here was in order.
You: today, he wrote: Good afternoon Mr. Grabic
ETS has contacted us today with missing results from the second Cache
Proxy machine from your center STN10037E. According to the data received
the machine name for this computer is PC1421. Can you do me a favor and
try to load this Cache Proxy machine
to upload the missing results and let me know once completed ?
Thanks in advance,
Marcel de Bas
VISHARMA: this is diffrent site
VISHARMA: i checked for lab E
VISHARMA: and for D 1 appointment is missing let me check..
You: yes, this *is* about E
You: you can ignore lab D, that candidates walked out of the test room and didn't come back
VISHARMA: For E its already done
VISHARMA: no need to worry about it..
You: ok, look. Marcel wrote about lab E *after* it was made clear that Ms Ahrens results are gone, so he's talking about a second candidate? Can you get him on the line and ask? He is aware about Ms. Ahrens...
VISHARMA: may i have the confirmation number and the ETS id of Ahrens, Christina
You: I already gave you the ETS ID of Ms Ahrens... please see above
You: what do you mean by "confirmation number"?
VISHARMA: confirmation number?
VISHARMA: number that has 9 zero's with it..
You: do you mean the ticket confirmation? I'll have to look it up in iMAS
You: ...but since iMAS is down (doesn't surprise me ;-) ), I can't do that
VISHARMA: please do that..
VISHARMA: please wait..
You: that's what iMAS gives me when I try to login: An error occurred while processing your request.
Reference #102.87261a2.1178635817.e7ab4c
VISHARMA: please wait..
You: could you please do me the favor and ask Marcel de Bas why he sent the second email after it was clear that Ms Ahrens is out of the game while you're saying that there's no second result missing?
VISHARMA: let me try to find him
You: thank you
VISHARMA: ok
VISHARMA: If you get a mail again please refer ticket # 2942000
VISHARMA: in its reply..
VISHARMA: You dont have to worry about anything..
You: so, what did he say? I sent a TCA to the room to start up the Cache Proxy as he wanted ... the guy is waiting there...
VISHARMA: You are talking about E am i right ?
You: yes, I've sent a TCA there
You: (and he costs money per hour...)
VISHARMA: please wait..
You: if Mde Bas said now that it's ok, this means he made a mistake by sending out today's email...? I'm not pointing fingers here, I'm just trying to find out the reason for the second email.
VISHARMA: i can understand
VISHARMA: I apologize for any inconvenience.
VISHARMA: I m verifying it for you..
You: ok, so, if it was a mistake, I'll send the TCA home and since tomorrow morning there's a seminar taking place in that room we're 100% not going to be able to recover anything then
VISHARMA: No need for starting up cache proxy for lab E
You: ok.
You: thank you, and have a nice day
VISHARMA: For lab D what was the status of the candidate ?
You: walk-out after the break. she didn't come back
You: the TCA let the station go (locked), because if she were coming back, she could have continued
You: basically. after 30 min I would have stopped the station but that's his choice really in that case.
VISHARMA: What did you do with the exam ?
You: die TCA didn't restart the test after the break
You: he's online atm, he said that he left the station as it were
You: at the end, he stopped it then when all candidates left the room
VISHARMA: So he didnt stopped the test
You: should he have stopped it right after it was clear that the candidate didn't come back? After how many minutes should he have concluded that the candidate was gone for good?
You: oh, he did stop the test - but only right at the end when everybody else was gone
You: he even wrote a CPR, didn't you recieve it?
VISHARMA: So no need to worry about that too
VISHARMA: everything is OK
You: no, no need to worry about that :-)
You: good!
VISHARMA: I apologise for any inconvinience
You: don't worry, it was just an hour - could have been worse (and more expensive)
VISHARMA: Is there anything else I can help you with?
You: no, thank you
You: good bye!